- Home
- Industries
- Telecoms & digital services
Industries
A customer relationship on the scale of a country.
An operator serves the whole population, on every channel, at any hour. Every subscriber expects a quick answer, an accurate bill and a service that works. Behind the scenes, it takes a finance function that keeps up with the volumes, procurement and supply that keep the network running, and usable data. We put Salesforce on the customer side and SAP on the management side, in the service of that scale.
The context
Volume changes everything.
Mobile and fixed operators, internet service providers, mobile money operators, digital service platforms: the sector lives on a very large customer base, head-on competition on service and regulation overseen by the ARTP. Legacy billing and network management systems are robust, but customer knowledge is often fragmented between shops, call centres, distributors and apps. Offers multiply, key accounts demand dedicated follow-up, and data piles up without always serving decisions. Transformation means unifying the customer relationship, connecting management to actual volumes, and turning data into an asset that is exploited rather than a stockpile.
The challenges
What is at stake behind every subscriber.
Customer service at scale
Handling high volumes of requests in the shop, at the call centre, on WhatsApp and in the app, with a single history and self-service journeys that relieve the teams.
B2B sales & key accounts
Tracking businesses, government bodies and partners on a dedicated pipeline: tailored offers, contracts, renewals and service levels, with a consolidated view per account.
Billing, finance & procurement
A finance function that absorbs billing volumes, reliable SYSCOHADA accounting, traced purchases of equipment and services, and a closing that meets the group's deadlines.
Supply & network
Equipment, sites, parts and handsets: multi-warehouse inventory, planned interventions and monitored subcontractors, so that the network stays available and the shops stay stocked.
High-volume data
Segmentation, churn detection, performance of offers and channels: analyses built on a governed data foundation, capable of absorbing the sector's volumes.
Compliance & personal data
Obligations towards the regulator, protection of subscriber data under Law No. 2008-12 and formalities with the CDP: rules carried by the system, not by individual vigilance.
The processes involved
From acquisition to retention.
- Acquisition & sales
Subscription journeys in the shop, at distributors and online, offer and campaign management, B2B and key account pipeline on Salesforce Sales Cloud.
- Service & complaints
Requests, incidents and complaints handled on every channel with Salesforce Service Cloud: tracked turnaround times, traced escalations, shared knowledge base, self-service in the app and on the portal.
- Marketing & retention
Segmentation, targeted campaigns, loyalty schemes and satisfaction measurement: a relationship that continues after subscription.
- Finance & reporting
General and analytical accounting, integration of billing flows, network fixed assets, closing and group reporting on SAP S/4HANA.
- Procurement & supply
Sourcing and supplier contracts, procurement of equipment and handsets, multi-site inventory, logistics for points of sale and field interventions.
- Data & analytics
High-volume data architecture, governance, sales, financial and operational dashboards, first AI use cases on the customer relationship.
Solutions
The solutions for the sector.
Salesforce for the customer relationship, SAP for management, a cloud and data foundation sized for volume. We connect it all to the existing billing and network systems.
The billing and network management systems stay in place: we integrate them through governed interfaces, so that the customer relationship and finance work on the same data.
AGILICIS expertise
The teams behind these transformations.
Customer experience
Sales, service, marketing and self-service: a unified relationship, from the shop to the app.
ExpertiseFinance
A finance function that keeps up with the volumes: accounting, closing, consolidation and group reporting.
ExpertiseSupply chain & operations
Procurement, equipment and handset inventory, logistics for sites and points of sale.
ServiceData & Analytics
Architecture, governance and dashboards on high-volume data.
ServiceCloud
AWS, Microsoft Azure and SAP cloud: a foundation sized for scale, with data location decided with full knowledge of the facts.
ViewpointCRM: why banks and operators are rethinking the customer relationship
Our reading of the reasons driving operators to unify the customer relationship.
Your subscribers, your data
Let's talk about your customer relationship.
A first conversation to map your channels, your application landscape and the gains within reach on service and management.
Let's talk →