How a US Digital Provider Cut Subscriber Onboarding
from 48 Hours to 12 with Salesforce
A US-based digital cable and internet provider launching a 5G SIM service had five operational gaps costing real subscriber growth. We rebuilt their entire subscriber lifecycle inside Salesforce — integrated with Mavenir and Alepo via MuleSoft — and boosted team productivity by 40%.
via automated workflows
onboarding cycle
reduced by 75%
efficiency achieved
framework applied
- Salesforce org with admin access and sandbox enabled
- Mavenir API credentials — REST endpoints for provisioning and tariff activation
- Alepo billing access — admin-level for automated record creation
- Defined SIM data model — clarity on how ICCID/MSISDN link to accounts and orders
- MuleSoft or middleware license — for fault-tolerant platform communication
- Internal stakeholder alignment — ops, billing, and IT signed off before day one
- How to build telecom objects in Salesforce — ICCID and MSISDN linked to Accounts and Orders
- How to architect retry-safe APIs that handle Mavenir timeouts without manual rescue
- How to automate billing sync so Alepo records update on opportunity closure
- How to capture subscriber geo-location automatically via Gravity Forms and SMS links
- How to build an error log framework giving ops full API failure visibility
- How to use MuleSoft as a buffer between Salesforce and provisioning platforms
A US Digital Services Provider Launching 5G at Scale — With Systems Built for a Smaller Business
By the time they engaged us, this client had already committed to a major strategic bet: launching a 5G SIM service in partnership with Mavenir. The market demand was real. Their residential and business subscriber base was growing. What wasn't growing was the infrastructure behind it — Salesforce had been deployed years earlier but never configured for the complexity of a telecom operation. SIM identifiers were tracked in spreadsheets. Billing records lived in Alepo with no live connection to Salesforce. Subscriber onboarding ran through WhatsApp messages and manual forms.
We've seen this pattern across US telecom and digital services operators. The CRM exists, the billing system exists, the provisioning platform exists — but they don't talk to each other. When this client came to us, onboarding a single 5G subscriber took up to 48 hours and required five manual handoffs. They needed a firm that understood both the Salesforce data model and telecom-specific integration challenges — not just one or the other.
Five Operational Gaps That Were Costing Real Subscriber Growth
Despite strong market demand for their 5G SIM offering, five distinct inefficiencies were compounding into a subscriber onboarding process that was slow, error-prone, and unscalable. Each gap had a measurable cost — in hours, in billing inaccuracies, or in lost confidence from new subscribers.
Telecom Data Model Limitations in Salesforce
Salesforce doesn't natively support telecom objects. ICCID (SIM identifier) and MSISDN (mobile subscriber number) didn't exist as structured records — they were tracked manually in fields that weren't linked to accounts, orders, or billing. Any team member managing a SIM had to cross-reference three systems by hand.
API Integration Failures with Mavenir
Subscriber creation, tariff activations, and add-on purchases all depended on calls to Mavenir APIs. Authentication timeouts and missing retry mechanisms meant failed calls required manual intervention — and no one had visibility into how often that was happening or which subscribers were affected.
Disconnected Lead-to-Billing Workflows
Lead capture was inconsistent — sometimes a form, sometimes a WhatsApp message. When a deal closed in Salesforce, nothing automatically created the corresponding record in Alepo. That gap meant billing inaccuracies, delayed invoicing, and subscribers receiving services before their billing accounts were active.
No Error Handling or API Visibility
When Mavenir API calls failed, the failure disappeared into a void. There were no error logs, no alerts, no dashboard showing recurring failure patterns. Operations teams only discovered problems when a subscriber called in — hours or days after the original failure.
Manual Subscriber Onboarding and Geo-Location Collection
Field deployment required knowing where a subscriber was located. That information was collected via WhatsApp links and manual forms — error-prone and slow. Activation time from lead close to live SIM averaged 48 hours. For a provider competing on speed, that gap was untenable.
How We Structured the Engagement
We approached this as a systems integration project first, a Salesforce customisation project second. The root cause wasn't that Salesforce was the wrong tool — it was that Salesforce had never been configured to speak the language of telecom operations. Our workflow-first approach means we diagnose before we build: understanding how subscribers move from lead to live SIM before touching a line of Apex code.
We've handled similarly complex integration challenges for named enterprise clients — including Atlantic Broadband (now Breezline), a US telecom provider where we restructured Salesforce to support large-scale customer operations. The playbook for telecom Salesforce integrations is well established in our team.
Diagnostic Audit — Mapping Every Failure Point Before Writing a Line of Code
We started with a structured audit of the existing Salesforce org: what workflows existed, which objects were being used for subscriber data, how the Mavenir integration had been attempted previously, and what the Alepo billing sync looked like in practice. This isn't a checkbox exercise — it's the difference between an implementation that solves the right problem and one that adds complexity on top of existing dysfunction.
The audit surfaced three things quickly: the Salesforce data model had no telecom-native objects, the Mavenir API calls were being made without any retry or error logging layer, and the Alepo billing records were being created entirely by hand after opportunity closure. We documented a recommended system architecture — Salesforce as system of record, MuleSoft as middleware, Mavenir and Alepo as downstream systems — and presented it to the client's IT and operations leadership before any build work began.
Custom Telecom Data Model — Building the Objects Salesforce Doesn't Ship With
Salesforce has no native ICCID or MSISDN object. We built both from scratch as custom objects in the client's Sales Cloud org, then defined the relationship structure: ICCID (the SIM card identifier) linked to Account, Order, and OrderItem so that every SIM in the network had a traceable chain back to the subscriber record and the commercial transaction. MSISDN (the mobile number assigned to that SIM) linked to the same hierarchy, enabling real-time SIM activation tracking.
Getting the object relationships right at this stage prevents painful retrofits six months later when the business needs reporting or automation that the data model can't support. We also configured automated workflows to update SIM status fields as subscribers move from provisioned to activated to add-on purchased.
Mavenir API Integration — Reliable Provisioning with Retry Logic and SSL Encryption
Integrating Salesforce with Mavenir via REST APIs is where most telecom Salesforce projects fail. The Mavenir platform handles subscriber provisioning, tariff activations, and add-ons — operations that need to be both fast and guaranteed. We built Apex-based REST APIs for each operation type, with authentication handling, SSL encryption, and exponential backoff retry logic built in from the start.
MuleSoft was deployed as a middleware buffer between Salesforce and the Mavenir nodes. Instead of Salesforce calling Mavenir directly — which creates a tight coupling that amplifies failures — MuleSoft acts as a durable message queue. If a Mavenir node is temporarily unavailable, the message waits in MuleSoft and retries when connectivity is restored. This architecture reduced provisioning failures by 30% and eliminated the manual intervention loop entirely.
Alepo Billing Automation & Geo-Location Capture — Closing the Loop Between CRM and Revenue
The billing disconnect between Salesforce and Alepo was responsible for the largest share of manual work. When a sales rep closed an opportunity, nothing happened in Alepo automatically. We eliminated this entirely: a Salesforce Flow trigger fires when an opportunity stage changes to Closed Won, automatically creating the customer record in Alepo and pushing the pricing, product, and plan data via batch job. No human handoff required.
Geo-location collection — required for physical SIM deployment — was previously handled via WhatsApp messages containing map links. We replaced this with a Gravity Forms integration: when an order is created in Salesforce, the subscriber automatically receives an SMS or email containing a geo-location capture link. Their location is captured and synced directly to the Salesforce record, making it immediately visible to the field deployment team.
Optimisation, Dashboards & Team Enablement — Making Sure It Stays Working
An implementation that doesn't stick is a failed implementation. Phase 05 was entirely focused on operational confidence: building the dashboards and automated reports that give the operations team ongoing visibility, then running hands-on enablement sessions to ensure they could navigate the new workflows without depending on us. We've seen too many well-architected Salesforce orgs decay within six months because the internal team never had the depth to maintain them.
The error log dashboard became one of the most-used outputs of the entire engagement. Operations leads told us they check it every morning — not because failures are common now, but because the visibility itself changed how confident they felt about the system. We also refined the automated workflows based on analytics from the first few weeks of live operation, making adjustments to retry timing and batch job scheduling based on real usage patterns.
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What Changed — In Numbers and in Practice
The metric that stayed with the client's operations lead wasn't the 40% productivity number — it was the change in how their team started Monday mornings. Before, the first 90 minutes of every week involved reconciling billing records, chasing down API failures from the weekend, and manually pushing subscriber activations that had stalled. After the implementation, Monday morning meant checking a dashboard, seeing everything in green, and moving directly to the week's priorities.
"We've handled telecom Salesforce integrations across multiple US digital services operators, and the pattern is always the same: the tools exist, the data exists, but no one has ever connected them properly. The 48-to-12-hour activation shift wasn't magic — it was removing five manual handoffs that should never have existed."
— Twopir Project Lead · US Telecom & Digital Services · 2025What Telecom and Digital Services Firms Ask Before Working With Us
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