Salesforce Telecommunication

How Twopir Consulting Streamlined Subscriber Onboarding and Boosted Productivity by 40% for Leading Digital Provider

Twopir provided specialized Salesforce customization services, enabling the client to integrate third-party systems efficiently and enhance data management processes.

The Client:

Our client is a premier provider of digital cable television, internet, IT, and media services, serving thousands of residential and business customers nationwide. Committed to innovation and premium customer experience, they launched a cutting-edge 5G SIM service in partnership with Mavenir, aimed at delivering seamless connectivity and high-speed mobile solutions. With an expanding customer base and complex service offerings, the client needed a centralized system to manage subscriber onboarding, billing, and service operations efficiently. Twopir Consulting was engaged to modernize their revenue operations and fully integrate Salesforce with Mavenir and Alepo systems for end-to-end automation.

The Problem:

Despite strong market demand, several operational inefficiencies limited the client’s ability to scale 5G services.

01. Telecom Data Model Limitations

  • Salesforce did not natively support telecom-specific objects, such as ICCID (SIM identifier) and MSISDN (Mobile Subscriber Number).
  • Manual tracking of SIMs caused fragmented workflows and risked errors in subscriber management.

02. API Integration Challenges

  • Integrating subscriber creation, tariff activations, and add-ons with Mavenir APIs often failed due to authentication or timeouts.
  • Lack of automated retry mechanisms required manual intervention, slowing service delivery.

03. Disconnected Lead-to-Billing Workflows

  • Lead capture was manual and inconsistent, resulting in delays for contract creation and activation.
  • Billing records in Alepo were not synchronized with Salesforce, causing inaccuracies and customer dissatisfaction.

04. Error Handling and Reporting Gaps

  • Failed API calls were hard to track and troubleshoot.
  • Teams lacked visibility into recurring errors, impacting operational reliability.

05. Customer Onboarding Friction

  • Location collection via WhatsApp and manual forms was error-prone.
  • Subscriber onboarding was slow, reducing adoption and satisfaction.

Tool and Use Case:

Tools Used

  1. Salesforce CRM: Centralized customer management, customizable workflows, and dashboards for streamlined operations.
  2. Mavenir Platform: Telecom platform for SIM provisioning, tariff activation, and subscriber lifecycle management via APIs.
  3. Alepo Billing System: Billing and service management for invoicing and account tracking with real-time synchronization.
  4. Gravity Forms + Salesforce Integration: Automated data capture and geo-location syncing to CRM.
  5. MuleSoft Integration Platform: Middleware for seamless communication between Salesforce and third-party systems.
Salesforce Tools

Use Case

  • Built custom telecom objects ICCID and MSISDN, linked to Accounts, Orders, and OrderItems.
  • Developed Apex-based REST APIs for subscriber provisioning, tariff purchases, and add-ons.
  • Automated lead-to-customer record creation, ensuring real-time synchronization with billing.
  • Captured subscriber geo-location using Gravity Forms integration with Salesforce.
  • Buffered communication via MuleSoft to ensure reliable data exchange between platforms.

Our Approach:

Twopir Consulting implemented a structured, phased engagement to streamline the client’s operations:

Step 1: Diagnostic Audit

  • Assessed existing Salesforce workflows, telecom objects, and billing processes.
  • Identified bottlenecks in subscriber provisioning and API integrations.
  • Recommended optimal system architecture for Salesforce–Mavenir–Alepo integration.

Step 2: Implementation & Automation

  • Built custom ICCID and MSISDN objects in Salesforce with relationships.
  • Configured REST APIs with retry and error logging mechanisms.
  • Automated Alepo billing synchronization and record creation.
  • Implemented Gravity Forms for geo-location automation.
  • Deployed MuleSoft for optimized middleware communication.

Step 3: Optimization & Training

  • Developed error log dashboards and automated reports.
  • Conducted enablement sessions for adoption and efficiency.
  • Refined workflows using analytics and real-time monitoring.

The Solution:

1. Enhanced SIM Lifecycle Management

  • Created ICCID and MSISDN objects with linked relationships for full visibility.
  • Enabled real-time SIM activation tracking with automated workflows.
Sim

2. Reliable API Integration with Mavenir

  • Built REST APIs for provisioning, tariff activations, and add-ons.
  • Implemented retry mechanisms and SSL encryption for data security.
Mavenir

3. Error Handling Framework

  • Created real-time Error Log Object in Salesforce.
  • Automated reports to identify and address recurring issues.
Error Handling

4. Alepo Billing Automation

  • Automated customer record creation after opportunity closure.
  • Batch jobs updated pricing, product, and plan data automatically.
Alepo

5. Geo-Location Capture for Rapid Deployment

  • Automated location capture via SMS/email link integrated with Salesforce.
  • Enabled real-time location visibility for service deployment.
Geo Location

6. MuleSoft Middleware Optimization

  • Buffered communication between Salesforce and Mavenir nodes.
  • Improved reliability and reduced provisioning delays by 30%.
MuleSoft

Impact and Outcomes:

By transforming operations through automation and integrated workflows, the client achieved measurable improvements:

35% Faster Subscriber Onboarding

Activation time reduced from 48 hours to under 12 hours.

40% Productivity Boost

Automated workflows and dashboards reduced manual workload.

30% Higher Integration Efficiency

Seamless Salesforce–Mavenir–Alepo integration ensured real-time accuracy.

Enhanced Customer Experience

Geo-location capture accelerated deployment and improved satisfaction. For more insights, explore: Streamlining Subscriber Onboarding for 5G SIM Service.

Relatable? We should definitely talk.

All that we’ll cover when we speak:

  • Opportunities to increase the ROI of your Salesforce investment
  • GTM strategies for real estate revenue.
  • Lead qualification and pipeline optimization.
  • CRM integrations for compliance and commissions.
  • Custom training for revenue ops teams.

👉 Book your Meeting here