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Increasing efficiency & delivering an exceptional customer experience

Hawaiian Telcom

As Hawai‘i’s Technology Leader, Hawaiian Telcom provides integrated communications, broadband, data center and entertainment solutions to business and residential customers throughout the Hawaiian Islands.

Hawaiian Telcom transforms B2B sales and order management with CloudSense

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    As Hawai‘i’s Technology Leader, Hawaiian Telcom provides integrated communications, broadband, data center and entertainment solutions to business and residential customers throughout the Hawaiian Islands. Many of Hawai‘i’s most important institutions, including banks, hospitals, military and civil defense agencies, rely on the critical infrastructure and advanced services enabled by Hawaiian Telcom’s next-generation fiber network.

    In 2016, Hawaiian Telcom took action to leverage technology and automation to streamline its processes, increase efficiency and deliver an even better customer experience. To achieve these goals, Hawaiian Telcom selected CloudSense’s Salesforce-native Platform to make the most of its investment in the Salesforce Sales Cloud and to enhance the sales experience for its business customers.

    We spoke to Amy Aapala, Hawaiian Telcom’s Vice President of IT and Order Management Systems, about Hawaiian Telcom’s transformation goals and the impact the CloudSense Platform has had since its implementation.

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    Leveraging technology to better serve customers

    Hawaiian Telcom had clear specifications for prospective technology solutions to ensure the organization would continue to surpass its customers’ expectations, both today and in the future. The technology leader sought a single integrated platform at the heart of its B2B sales process to automate order management and deliver faster for its business customers.

    “Our goal was to find a solution that simplified our processes alongside Salesforce and, in doing so, established a more cohesive, integrated platform to support our business sales team in serving our customers,” said Amy. “We needed a fully digitized and automated solution to optimize processes and ensure we could continue to deliver above and beyond evolving customer expectations.”

    In addition to offering pinpoint accuracy and comprehensive automation, the technology leader desired an agile platform that provided a 360-degree view of every customer. These specifications ensured Hawaiian Telcom would provide customers a one-to-one personalized experience and increase the speed it launched new products, services and value-added bundles for customers.

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    Enabling the delivery of a seamless sales experience

    Implementing CloudSense enabled Hawaiian Telcom to take full advantage of its existing Salesforce Sales Cloud by adding Configure Price Quote, Order Management, Product Catalog and Pricing Management functionality. It also fully automates the order management process.

    “Linking our product management, sales and order entry functions into one cohesive platform enables our business sales representatives to easily view a customer’s full suite of services and provide a more customized experience based on that data,” said Amy.

    The new Configure Price Quote capabilities ensure a smoother sales process and CloudSense’s unified product catalog and pricing management functionality enables Hawaiian Telcom to launch new products and bundles faster and makes it easier to change pricing and update other elements seamlessly.

    The enhanced visibility of customer accounts for all relevant business units also supports the ability to identify and address any issues more quickly.

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    Streamlining processes for an enhanced customer experience

    With CloudSense, Hawaiian Telcom has a single platform that automates order management processes, provides visibility into customer accounts and streamlines its systems. 

    Key results

    • 73% reduction in lead to order time

    • 31% increase in billing accuracy

    • 52% reduction in order processing time.

    This flexible cloud-based solution also allows new functionality to be easily and cost-effectively integrated in the future. “We can continue to build upon the CloudSense Platform to extend our capabilities when it makes sense to do so,” said Amy. “For example, we’d like to introduce online self-service to give our customers even more options.”

    “The CloudSense Platform has optimized our Salesforce capabilities and enabled us to continue the modernization of our infrastructure, enhancing automation to simplify and eliminate rework while driving more operational efficiencies and ultimately increasing customer satisfaction,” summarized Amy.

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“The CloudSense Platform has optimized our Salesforce capabilities and enabled us to continue the modernization of our infrastructure, enhancing automation to simplify and eliminate rework while driving more operational efficiencies and ultimately increasing customer satisfaction.”

Amy Aapala, Hawaiian Telcom’s Vice President of IT and Order Management Systems