Telstra expands its use of Salesforce

Telstra is continuing to expand its use of Salesforce as the core customer relationship management system across its operations, tipping improvements in its ability to deal with customer issues.

The telco said back in January 2018 that it would ultimately replace “many, many” CRMs - including Siebel, which is a core CRM for Telstra and has been in place for over 30 years - with a unified Salesforce system

Salesforce has since been credited as part of the IT stack that allowed Telstra to improve the way it services the enterprise market.

It is now influencing service outcomes in a number of other areas of Telstra as the system is “progressively rolled out”, Telstra said today.

“This system allows us to remove complexity for our consumer and small business frontline employees by servicing customer needs from one console,” the telco said in financial filings.

“This will make it easier and faster for our people to process transactions, manage an account or fault, recommend additional products and services and undertake a host of other interactions.

“Salesforce is also now the single portal for Telstra Enterprise and our partners to manage our sales opportunities and has helped increase our sales pipeline by 27 percent over the past 12 months”.

In addition, Telstra said it is starting to use Salesforce’s marketing cloud to improve personalisation in its communications to customers.

“We have established key personalisation capabilities using our big data platform and the marketing cloud feature of the Salesforce platform, which collectively enable us to deliver highly targeted and personalised communications,” Telstra said.