In today’s fast-paced and interconnected world, telecommunication companies play a pivotal role in keeping individuals and businesses connected seamlessly. In the heart of the bustling telecommunication industry, a giant stood tall. Telecommunication Company is the largest provider of mobile telephone services. They serve a massive subscriber base with high expectations for rapid service activation and exceptional customer experiences. Moreover, with millions of subscribers relying on seamless mobile services, the pressure was on the sales and service teams to swiftly activate new services. However, a significant challenge hindered the company’s ability to meet these expectations. This challenge was an intricate web of legacy systems and convoluted integration strategies that impeded efficient customer relationship management. Struggling with disjointed data and lacking a unified platform, service agents navigated a complex web of systems. Hence, this situation resulted in dissatisfaction and missed upselling opportunities. Partnering with TCI, an IT services expert in MuleSoft, a transformative journey began to bridge these gaps. This partnership promises a future of streamlined operations, elevated customer interactions, and untapped growth potential.

Challenges: Unlocking Seamless Connectivity Amid Complexity

Fragmented Integration Landscape:

The telecommunication company grappled with the imperative challenge of rapidly enrolling subscribers. They were also burdened by an intricate legacy integration setup while trying to activate services. This environment was marred by point-to-point (P2P) integrations across diverse systems. It stifled the seamless flow of critical data and hindered the delivery of consistent and exceptional customer journeys.

Single Source of Truth Deficiency: 

The core obstacle stemmed from the absence of a cohesive platform, a single source of truth. With over 50 disparate systems disconnected, customer interactions became cumbersome. Service agents struggled to access essential customer data within the confines of a single call. This inefficiency led to prolonged wait times, sluggish issue resolutions, and widespread dissatisfaction among customers.

Impaired Upselling, Cross-Selling, and Customer Satisfaction

This integration complexity reverberated beyond customer service, compromising the telecommunication company’s ability to seize upselling and cross-selling opportunities. However, the lack of integration confined valuable customer data within isolated silos. This obstruction hindered the identification of tailored products and services for customers. Consequently, potential revenue streams remained untapped, and the company’s growth potential was stifled, further underscoring the urgency for a transformative solution.

Solution: Seamless Integration and Enhanced Efficiency through API-led Connectivity

Connecting 50+ Systems Across the Enterprise with APIs:

In pursuit of its digital transformation goals, the telecommunication company embarked on a journey powered by the Salesforce Customer 360 platform, synergized with Salesforce clouds like Sales Cloud, Service Cloud, and Marketing Cloud. Hence, to further amplify its capabilities, the company harnessed the prowess of MuleSoft. A pivotal step was the creation of a Business Sales CRM Platform atop Salesforce, empowering the sales team with customer insights for proactive actions and upselling potentials.

API-led Connectivity through MuleSoft:

MuleSoft’s dynamic API-led connectivity became the linchpin of the telecommunication company’s transformation. Over 50 APIs were meticulously constructed and deployed. They forged a robust link between the Salesforce Customer 360 platform and a multitude of legacy systems that stored invaluable data. Through this innovative approach, the company eradicated the need for its service teams to navigate a labyrinth of disparate systems; instead, they accessed a unified Salesforce platform to resolve customer inquiries efficiently.

Enhanced Services and Governance:

MuleSoft proved to be the catalyst for enhanced services. The telecommunication company crafted APIs not only for core functions like logging, exception handling, event notification, and reporting frameworks but also embraced CloudHub Platform Operationalization and Security Patterns, heightening security and governance over data access. Hence, automation gained precedence with MuleSoft, orchestrating performance testing, CI/CD-based deployments, and headless API testing.

Future-proofing with Standards and Reusability:

The telecommunication company strategically aligned with the TMF Open API specification, epitomizing its commitment to seamless connectivity across intricate digital services. MuleSoft’s compliance with this standard ensured that the integration between Salesforce and future systems remained a viable option. This forward-looking strategy extended to the creation of APIs that transcended immediate requirements, with 30+ reusable integrations developed, showcasing an impressive 75% reuse rate. The integration spanned critical domains, encompassing customer accounts, products, billing, payments, orders, Salesforce case handling, data extraction, and synchronization with Einstein Analytics.

Results: Telecommunication Company’s Journey in API-led Efficiency

Saving 2 Million Annually with API-led Connectivity:

The transformational impact of MuleSoft’s API-led connectivity is exemplified by the telecommunication company’s remarkable achievement – an annual saving of 2 million. By transitioning from the cumbersome P2P integration approach to the streamlined API-driven architecture, the company witnessed a profound enhancement in customer support, spanning all communication channels. Through seamless integration, the process of accessing customer data by service representatives was significantly expedited. This contributed to an elevated customer experience and overall satisfaction.

Accelerated Time-to-Market for New Products:

MuleSoft’s integration prowess extended beyond customer support, triggering a revolution in product innovation timelines. The telecommunication company’s previous year-long timeline for onboarding new products underwent a dramatic reduction, now taking a mere 6 weeks. This significant change can be attributed to the strategic synergy between MuleSoft and the concept of API reuse. However, with each new product introduction, the company capitalized on the pre-existing suite of APIs. Thereby avoiding redundancy and accelerating the development cycle. This remarkable transformation in time-to-market dynamics facilitated the telecommunication company’s agility and responsiveness in a rapidly evolving market landscape.

120 Products Enabled by API-Based Integration:

The synergy between MuleSoft and API-led connectivity catalyzed a wave of innovation, fostering an environment conducive to the development of an impressive array of 120 distinct products. The API-driven approach, rooted in collaboration and reuse, empowered the company to swiftly and efficiently craft products that resonate with evolving customer demands. This outcome underscored the scalability and versatility of MuleSoft’s solution, positioning the telecommunication company at the forefront of the industry’s product offerings.

Elevate Your Journey with TCI and MuleSoft

Ready to revolutionize your business like a telecommunication company? Unlock limitless efficiency, turbocharge customer experiences, and supercharge innovation with TCI and MuleSoft. Embrace the future of connectivity – let’s reshape what’s possible, together. Contact us now and let the transformation begin!