HGC powers the future of connectivity and communications with Salesforce

HGC is now using the infrastructure it has built up over more than twenty years to power the future of connectivity and communications, essential in this digital era.

After being acquired by a private equity firm in October 2017, the new HGC is approaching this mission with a start-up perspective, and is using Salesforce to put the customer at the centre of every decision. As part of this, it is creating a streamlined digital experience encompassing pricing all the way through to service.

“We want to enhance our connections and communication with our customers in simpler, more fulfilling ways,” said Jacqueline Teo, Chief Digital Officer, HGC Global Communications. “The cornerstone of this is our single view of the customer in Salesforce.”

Streamlining and simplifying sales

Improving the sales process is a priority for HGC across all of its customer segments. It is working with Salesforce and AppExchange partner Enxoo to make its products more accessible and pricing and ordering less complicated. This is particularly important in the Enterprise segment where typically each customer has different needs and uses multiple services.

The solution involves the use of both Sales Cloud and Enxoo’s CPQ platform to connect all quotations, orders and pricing summaries to speed the calculation and approval of pricing. Integration with third-party platforms in the future will expose these same capabilities to partners and customers so that they can access HGC’s product catalogue and pricing, and also order products and services directly.

“We’re not only creating a great buying experience for customers, but optimising the product and pricing on a deal by deal basis,” said Teo.

Redefining customer success

HGC will continue delivering on its digital strategy and redefining what customer success looks like across its businesses. It wants to give customers more options for self-service while making the delivery of products and services seamless.

“For our retail customers especially, creating loyalty is all about the experience. They expect services like WiFi to be as easy as turning on the water tap. Everything that happens before that point is immaterial to them and should be seamless,” said Teo.

Digitising processes and interactions with Salesforce will help HGC meet customers’ expectations, even as they evolve. It is currently implementing Service Cloud to streamline case management for corporate customers and operators, and sees the value in tightly coupling sales and service experiences on one platform.

The next step for HGC is to build out these capabilities further and provide an increasingly digital and personal experience across all customer engagements and events. “We’ve established a great foundation for our digital transformation with Salesforce and look forward to creating more capabilities for our customers,” said Teo.

The article was first published on Salesforce.