“As Israeli consumers grow more demanding, and Israeli businesses expand into new markets, they need a communications provider that can deliver innovative solutions and superior service,” said Ron Shvili, Chief Technology Officer, Cellcom.
Delivering a superior customer experience is one of the drivers for maintaining high subscriber growth. We believe the Vlocity solution in combination with Salesforce Service Cloud will help Cellcom Israel build even stronger customer relationships, assist in providing quick and efficient resolutions to service requests, and facilitate the service provided by contact center agents.
Vlocity explains that owing to the increasing competition and regulatory pressure, Cellcom Israel initiated a transformation program for its CRM designed to help it launch new products faster and efficiently, while also improving customer satisfaction.
David Schmaier, Founder and CEO, Vlocity said:
We are delighted that Cellcom Israel has selected Vlocity to lead the digital transformation for its B2B and B2C lines of business. Together with Salesforce and Blat-Lapidot we look forward to bringing cloud and telco-specific innovation to one of the most innovative Israeli companies in telecommunications today.
Under the leadership of Nir Sztern, Cellcom Israel’s Chief Executive Officer, Cellcom Israel selected Vlocity Communications and applications from Salesforce to replace its existing CRM system. According to Vlocity, Cellcom Israel found that Vlocity’s Communications and Salesforce applications demonstrated advantages on multiple fronts, including speed to deployment, accelerated time-to-market with new offers and streamlined service delivery.
Vlocity Communications claims to use the omni-channel capabilities of Salesforce’s Service Cloud and includes a comprehensive suite of sales, marketing, service, Enterprise Product Catalog, CPQ (Configure-Price-Quote), Contract Management and Order Management applications, all built on Salesforce. The cloud software provider hopes to lead the transformation effort with support from Salesforce and integration partner Blat-Lapidot.
The company believes that the collaboration will help Cellcom Israel’s salespeople and service agents serve customers through their channels or devices of choice. Also, it anticipates that the deployment of its solution with Salesforce Service Cloud will help Cellcom Israel accelerate time-to-market with new offerings, fulfill customer orders and increase customer satisfaction.
