Cablenet ties with Salesforce, Tech Mahindra to uplevel its CX

Cablenet is pleased to announce the launch of its new Customer Relationship Management (CRM) system by Salesforce, which has replaced its legacy CRM system. The new Salesforce CRM will empower Cablenet to better serve its customers, and bring a new level of customer engagement and satisfaction by utilising the powerful capabilities of its Service Cloud.

Cablenet is also deepening its partnership with Tech Mahindra, which will assist Cablenet in implementing and managing the Salesforce CRM program.

With the implementation of the Salesforce Service Cloud, Cablenet’s customer service team will have access to a single, unified view of each customer, including their purchase history, service requests and communication preferences. This will enable the team to provide personalised support and solutions to their subscribers, which will undoubtedly lead to increased client satisfaction and loyalty levels.

Additionally, the Salesforce Service Cloud’s advanced reporting and analytics tools will allow Cablenet to gain valuable insights into consumer behaviour and preferences, enabling the company to make data-driven decisions to improve the overall customer experience.

“Customer satisfaction is at the heart of everything we do at Cablenet and our collaboration with Salesforce will enable us to take our customer experience to the next level,” explained Cablenet Chief Digital Officer Ingrid Camilleri. “With the Salesforce CRM platform, we will be able to provide our customers with faster, more efficient and more personalised services, ensuring their needs are always met. We look forward to the positive impact this will have on our business and our customers.”

Looking to the future, Cablenet and Salesforce are committed to continuing their partnership to deliver the best customer experience possible. Cablenet plans to expand its use of Salesforce to other areas of the business, such as field services. By leveraging Salesforce’s comprehensive suite of solutions, Cablenet will streamline ever more processes as part of its ongoing Digital Transformation journey.

“At Salesforce, customer success is one of our core values,” said Robin Fisher, Senior AVP of Salesforce. “We are very proud that Cablenet has achieved such an important goal in their digital journey.”

He added: “the customer is the treasure of any company and we allow our clients to better serve and anticipate their customers’ needs thanks to a holistic strategy based on Artificial Intelligence (AI), Data, and CRM capabilities.

“Cablenet is our strategic customer in Cyprus and in the Communications vertical, and we are looking forward to further building upon this relationship and leveraging the synergies between our two companies.”

For his part, Rajesh Chandiramani, Business Head, Communications-Media-Entertainment, EMEA, APJI, Tech Mahindra, noted that: “today’s customers are focused on best-in-class digital engagement, which poses significant challenges for legacy CRM systems to deliver”.

“Cablenet’s Salesforce CRM transformation program ensures a truly superior digital experience for consumers, as it offers personalised services and an unmatched customer experience,” he continued.

“Through this new initiative, we strengthen our partnership with Cablenet, as we share a common passion for delivering leading-edge technology to accommodate evolutionary change and provide value to our customers.”

In turn, Cablenet Chief Digital Officer Camilleri, remarked that: “together with our partners, Tech Mahindra, we have embarked upon a very ambitious project to replace our old CRM system with the purpose to bring to our customers and employees the best that technology can offer”.

“Cablenet is committed to empowering our teams with state-of-the-art tooling to better serve our customers each and every day,” she added.

“This implementation was an important milestone in our transformation journey as we strive to deliver more and more capabilities to our customers in terms of digital enablement. We look forward to working with our partners to achieve the next steps of our journey and achieve our mission: ‘Cablenet For a Better Life’.”