Salesforce for Telecom & Infrastructure

When Provisioning Stalls, Revenue Leaks.
We Fix the Systems Behind It.

Most telecom operators don't have a growth problem — they have an operational infrastructure problem. Subscriber onboarding takes too long, service activations slip, billing runs out of sync with provisioning, and leadership can't see what's actually happening across mobile, fiber, TV, and cloud services. TwoPir builds the Salesforce-based infrastructure that closes those gaps — giving multi-service operators a cleaner, faster path to scalable, predictable growth.

Talk to a Telecom Systems Architect Review Client Outcomes
5G
Multi-service operator running mobile, fiber, TV, and cloud voice on one Salesforce platform
60K
Homes served on fiber — subscriber lifecycle and activation managed end-to-end through Salesforce
6×
Industry speed awards won — network excellence backed by Salesforce-powered operational infrastructure
360°
Subscriber visibility across service lines, billing, provisioning, and support in one platform
Built for Telecom & Infrastructure
Salesforce Partner Communications Cloud 5G & Fiber Operators Multi-Service Operators BSS/OSS Integration Aria Billing TM Forum ODA Field Service Cloud
Where Telecom Operations Break

The Operational Gaps That Cost Telecom Companies Revenue

Operators that scale cleanly control every handoff — from lead capture to contract close, from contract close to service activation, from activation to accurate billing and renewal. Every delay compounds. When you're managing mobile subscribers, fiber installations, TV packages, and cloud voice accounts simultaneously, the complexity multiplies — and a fragmented operating model becomes a serious liability.

📡

Multi-Service Subscribers Managed in Silos

A customer who holds mobile, fiber, and TV services is still treated as three separate accounts across three different systems. There is no unified subscriber view — so the commercial team doesn't see full account value, billing reconciliation is harder, and churn signals are invisible until it's too late.

🔌

Service Activation Delays After Contract Close

Once a subscriber signs up, the provisioning chain breaks down. Technical teams receive incomplete handoff data, field dispatch is manual, and activation milestones aren't tracked against SLA commitments. The subscriber's first experience of your network is a delay — and that sets the tone for the entire relationship.

💸

Billing Out of Sync with Provisioning

When Salesforce and the billing engine aren't synchronised, tariff changes, service add-ons, and early activations fall through the cracks. At scale — across thousands of mobile, fiber, and TV subscribers — even a small error rate represents significant revenue leakage that builds quietly before anyone catches it.

📋

Enterprise and B2B Sales Cycles Without Visibility

Multi-stage bids, pricing approvals, technical evaluations, and contract negotiations for enterprise accounts happen outside the CRM. By the time leadership asks for a pipeline update, the data is already stale. Win rates are unknown. Forecast accuracy is a guess.

🗺️

Field Teams Operating Without Customer Context

Engineers dispatched for fiber installations, site surveys, or network upgrades often lack the subscriber and account context they need. Service agreements, previous visit history, and open support cases live in a different system. The result is repeat visits, missed SLAs, and poor customer experience.

📱

Customer Self-Service Portals Disconnected from CRM

Subscribers expect to manage their accounts, check usage, pay bills, and raise support tickets through a self-service app or portal. When that portal isn't connected to the CRM and billing platform, the data is stale, workflows don't trigger, and customer service teams spend time correcting what the portal should have resolved automatically.

🔄

Number Portability and Subscriber Migration Chaos

Campaigns to acquire subscribers from competing networks — or migrate customers across service tiers — require coordinated workflows across acquisition, provisioning, billing, and communication. Without automation and system integration, these campaigns create a surge of manual work and a higher-than-expected error rate.

📊

No Reliable Executive Visibility Across Service Lines

COOs and Business Unit Heads need answers across all service lines — activations pending, delivery delays, billing accuracy, subscriber growth by segment. Instead they get fragmented reports assembled from multiple systems, too late to act on, with no consistent view of where the business actually stands.

Our Philosophy

We Build the Operating System Behind Telecom Growth

TwoPir is not a software deployment shop. We are a revenue and operating infrastructure partner for telecom operators, ISPs, fiber providers, and multi-service communications companies that need cleaner subscriber management, better delivery handoffs, tighter billing discipline, and executive-level visibility across every service line they operate.

We are Salesforce-first in execution and platform-agnostic in thinking. That means we use Salesforce Communications Cloud as the central operating platform — for subscriber relationships, provisioning visibility, billing coordination, self-service portal design, communication workflows, and management reporting — and then connect it to the BSS/OSS environments, charging systems, billing engines like Aria, customer portals, and field management tools your business depends on. When TM Forum ODA alignment matters, we design with those standards in mind from the start.

Our standard is not a successful go-live. It is a system your sales, delivery, and operations teams run on 18 months later — one that adapts as service portfolios grow, that holds up under higher subscriber volumes, and that gives leadership accurate, real-time visibility into how the business is performing.

The Subscriber Lifecycle

One Connected System for the Full Customer Journey

We design Salesforce as the backbone across every stage — so no data is lost between commercial, provisioning, billing, and operational teams. Works across mobile, fiber, TV, and cloud voice service lines simultaneously.

Lead Capture

Web, inbound, partner referrals, field and retail acquisition

Qualification & Bid

Opportunity scoring, B2B bid tracking, proposal workflows

Contract & Close

CPQ, e-signature, handoff to provisioning and delivery teams

Service Activation

Provisioning workflows, field coordination, SLA milestone tracking

Subscriber Management

Tariff plans, service add-ons, usage data, plan upgrades, portability

Billing & Invoicing

Billing sync, invoice generation, payment collection, financing

Retention & Renewal

Support visibility, churn signals, upsell workflows, account health

What We Build

Infrastructure Designed Around How Multi-Service Telecom Operators Actually Work

Every engagement starts with how your business acquires subscribers, activates services, manages multiple service lines, collects revenue, and makes operational decisions. We design the architecture around that reality — not a product demo template.

📶

Salesforce Communications Cloud Implementation

The purpose-built Salesforce platform for telecom operators. We implement, configure, and extend it for your specific service mix, subscriber model, and operational structure.

  • Product catalog and tariff plan architecture for mobile, fiber, TV, cloud voice
  • Order management and service qualification workflows
  • TM Forum ODA-aligned architecture design
  • B2C and B2B subscriber model configuration
  • Unified account view across multiple service lines
  • AI-driven automation for subscriber lifecycle events
🛜

Subscriber & Customer Lifecycle Management

Build a complete, connected view of every subscriber — from acquisition and onboarding through service management, account changes, support, and renewal — across every service you offer.

  • Multi-service subscriber account data model design
  • Tariff, add-on, and plan change workflow automation
  • Number portability campaign workflows and coordination
  • Smartphone financing and device management workflows
  • Churn signal monitoring and retention trigger automation
  • Customer health scoring and expansion opportunity identification
📚

Service Activation & Provisioning Coordination

Design provisioning workflows that move automatically from subscriber sign-up to service-live — with proper handoffs to field teams, SLA tracking, and customer communication at every step.

  • Contract-to-activation workflow automation
  • Site survey, installation, and commissioning task management
  • Field Service Cloud for field team dispatch and coordination
  • SLA milestone tracking and escalation triggers
  • Provisioning status synchronization with network systems
  • Customer notification workflows tied to activation stages
💳

Billing Synchronization & Revenue Assurance

Connect Salesforce to billing platforms like Aria so service events, tariff changes, and provisioning completions translate accurately into billing records — eliminating leakage and reconciliation overhead at scale.

  • Aria-Salesforce bidirectional billing synchronization
  • Tariff change and add-on propagation to billing engine
  • Invoice generation triggers and payment workflow coordination
  • Revenue leakage detection through cross-system audit logic
  • Bill Express and third-party payment partner integration
  • Multi-service billing under unified account management
✝️

BSS/OSS Integration & System Architecture

Design the integration layer between Salesforce and your operational platforms — billing engines, OSS environments, network management systems, payment partners, and customer-facing applications.

  • MuleSoft-based API architecture and integration design
  • Aria, Amdocs, and charging system connectivity
  • Bidirectional data sync between CRM and BSS/OSS
  • Error logging, retry logic, and integration health monitoring
  • Third-party payment and bill payment platform integration
  • Scalable middleware architecture aligned to TM Forum ODA
🔒

Customer Self-Service Portal & App Integration

Build subscriber-facing portals and app experiences on Salesforce Experience Cloud — where customers manage accounts, check usage, pay bills, and raise support requests with live data from the CRM and billing platform.

  • Salesforce Experience Cloud portal design and build
  • Live billing and usage data surfaced in self-service portal
  • Service request and support case submission workflows
  • Plan upgrade and add-on purchase journeys
  • Mobile app integration with Salesforce CRM and billing data
  • Authenticated subscriber session management and security
💬

Communication Workflow Design & Automation

Orchestrate subscriber communication across every channel — triggered by CRM events and synchronized with provisioning status and billing data — so the right message reaches the right subscriber at the right moment.

  • Multi-channel workflows: SMS, email, push, chat, portal messaging
  • Activation confirmation and provisioning update notifications
  • Billing reminder, payment confirmation, and dunning automation
  • Number portability and campaign communication coordination
  • Salesforce Marketing Cloud and Communications Cloud configuration
  • High-volume SMS integration with Twilio and telecom SMS platforms
🛠️

Executive Reporting & Operational Dashboards

Give COOs, CROs, and Business Unit Heads live operating visibility across commercial performance, service delivery, subscriber management, and financial accuracy — in one place, in real time.

  • Pipeline, activation, and delivery performance dashboards
  • Subscriber lifecycle, growth, and churn risk reporting
  • Billing accuracy and revenue recognition metrics by service line
  • Field team productivity and SLA compliance tracking
  • Multi-service, multi-region, and business unit comparisons
  • AI-powered Salesforce Einstein analytics and forecasting
🛠️

Org Rescue & Scale Support

If your telecom business already has Salesforce but it isn't delivering operational value, we rebuild what matters — without disrupting active subscriber management or live service delivery.

  • Full Salesforce architecture audit and operational assessment
  • Automation cleanup, workflow redesign, and data quality repair
  • Integration architecture review and reliability improvement
  • Communications Cloud migration from legacy Salesforce setup
  • Roadmap planning aligned to current business growth stage
  • Ongoing retainer support as subscriber base and services expand
Our Engagement Model

From Operational Friction to a Running System

01

Diagnostic Audit

We map your full lead-to-invoice flow, provisioning chain, and billing cycle across all service lines — identifying where revenue leaks, delivery slips, and operational friction compounds.

02

Architecture Design

We design the Salesforce data model, workflow logic, BSS/OSS integration boundaries, billing sync architecture, and reporting structure — aligned to your subscriber model and TM Forum ODA principles.

03

Build & Integrate

We configure Salesforce Communications Cloud, build integrations to billing and operational platforms, automate provisioning and communication workflows, and test every data handoff before go-live.

04

Launch & Adoption

We execute a structured rollout — with data migration, team onboarding, and parallel-run support — so active subscriber management and live service delivery are never disrupted.

05

Scale & Optimize

As your subscriber base grows and new services launch, we extend the infrastructure — new service types, geographies, business units — while keeping the architecture stable and performant.

Connected Infrastructure

A Telecom Operating Platform Built on Salesforce

We connect Salesforce to the BSS/OSS environments, billing platforms, communication tools, self-service portals, and field management systems your business depends on — so commercial, provisioning, and financial data never sits in silos.

Salesforce Communications Cloud
Purpose-built for telecom — subscriber lifecycle, product catalog, order management, and ODA-aligned architecture at the core.
Salesforce Field Service Cloud
Field engineer dispatch, fiber installation coordination, work order management, and SLA compliance tracking.
Salesforce Marketing Cloud
Coordinated subscriber messaging across SMS, email, push, and portal — triggered by CRM, provisioning, and billing events.
Salesforce Experience Cloud
Subscriber self-service portals with live CRM and billing data, support case submission, plan management, and usage visibility — fully connected to Salesforce.
Aria Billing Platform
Bidirectional Aria-Salesforce integration for tariff management, usage-based billing, invoice generation, and revenue synchronization.
MuleSoft Integration Platform
Enterprise-grade API management and middleware for reliable, monitored data flow between Salesforce and all operational systems.
Amdocs / BSS Platforms
Charging system and billing engine connectivity for accurate subscriber event processing, tariff calculation, and invoice accuracy.
Mavenir & Network Platforms
Salesforce integration with network function management platforms for provisioning status callbacks and subscriber data synchronization.
Twilio & SMS Gateways
High-volume SMS, voice, and notification workflows triggered by Salesforce subscriber lifecycle events and billing milestones.
Bill Express & Payment Partners
Third-party bill payment network integration connected to Salesforce for subscriber payment accessibility and reconciliation.
Tableau & CRM Analytics
Executive dashboards and operational reporting across subscriber pipeline, provisioning, billing accuracy, and multi-service performance.
TM Forum ODA Standards
Architecture designed against TM Forum's Open Digital Architecture for interoperable, agile, and standards-compliant telecom platforms.
Client Outcomes

What Better Operating Infrastructure Delivers.

When commercial operations, service delivery, subscriber management, and billing are connected in one disciplined system — the results are measurable and compounding.

TC
★★★★★

We're committed to using the best technology available to make life better for our customers. By building on Salesforce and integrating our billing and operational platforms, we've created a system that adapts and grows with our business. This allows us to bring faster, more reliable, and more affordable services to everyone — while staying ahead of the curve in the telecom world.

CEO, Multi-Service Telecom Operator 5G Network Operator — mobile, fiber, TV, and cloud voice across one Salesforce platform Telecom Co.
Case Study
Multi-Service Telecom Operator — Caribbean Market
Salesforce Communications Cloud · Aria Billing Integration · ODA Architecture · Self-Service Portal
5G+ Mobile, fiber, TV & cloud voice on one Salesforce platform
60K Homes on fiber managed through the Salesforce subscriber lifecycle
6× Industry network speed awards — best & fastest in their market
Read Full Case Study →
DT
★★★★★

When we built the subscriber self-service portal on Salesforce Experience Cloud, the goal wasn't just a login page. It was to give every customer live access to their account, their usage, their billing, and their support history — all connected to the same system our operational teams were working in. When data flows between systems automatically, it removes an enormous amount of manual work on both sides.

Digital Transformation Team Multi-Service Telecom Operator — largest fiber backbone and indigenous subsea cable in their market Telecom Co.
Case Study
Multi-Service Telecom — Self-Service Portal & AI Development
Salesforce Experience Cloud · API Integration · AI-driven operational automation
Live Billing & usage data surfaced in subscriber self-service portal
AI Driven systems across provisioning, billing, and customer service workflows
Zero Manual re-entry across provisioning, billing, and support workflows
Read Integration Story →
Why TwoPir

We Know the Difference Between Deploying Salesforce and Making It Work for Telecom.

01

We Understand Multi-Service Telecom Complexity

Managing mobile, fiber, TV, and cloud voice subscribers under one operating model — with separate tariffs, provisioning workflows, and billing records — is genuinely complex. We design Salesforce infrastructure around that operational reality, not a generic CRM template adapted for telecom.

02

We Have Done This at a Real Operator — At Scale

One of our telecom clients — a 5G network operator and the largest fiber provider in their market — was showcased at TM Innovate Americas 2024 as a Salesforce success story. Their CEO co-presented with Salesforce's Product leadership on how ODA-aligned architecture, Salesforce Communications Cloud, and Aria billing integration powered their digital transformation. That's not a reference slide — it's the work we helped make possible.

03

We Are Integration Engineers, Not Just Configurators

Connecting Salesforce to a billing engine like Aria, a BSS/OSS platform, or a field management system requires integration architecture — error handling, retry logic, bidirectional sync, and monitoring. We design, build, and maintain those connections with long-term operational reliability as the standard.

04

We Think Across the Full Commercial and Operational Lifecycle

Subscriber acquisition, provisioning, billing synchronization, self-service portal design, and executive reporting are not separate projects. We design them as one connected system — so when one area improves, it doesn't create a new bottleneck somewhere else in the chain.

05

We Build for Scale, Not Just for Go-Live

The architecture we design should be the foundation for the next stage of growth — more subscribers, new service lines, new geographies, more operational complexity. One of our clients launched their market's first 5G network, expanded fiber to 60,000 homes, and introduced satellite TV — all running on the same Salesforce platform we helped architect. That is the standard we build toward.

"The problem is rarely that a telecom business lacks software. The problem is that the systems underneath subscriber management, provisioning, billing, and reporting were never designed to work together under the operational pressure that real growth creates."

TwoPir Consulting — Salesforce Communications Cloud architecture, BSS/OSS integration, billing synchronization, provisioning automation, and subscriber lifecycle infrastructure for telecom operators and infrastructure businesses that need systems to perform at scale.
Full Communications Cloud architecture, build, and rollout
Salesforce rescue and operational redesign
BSS/OSS integration and billing synchronization
Ongoing scale support and platform optimization
Common Questions

Answers Before the First Call

How does Salesforce Communications Cloud support subscriber lifecycle management?+
Salesforce Communications Cloud manages the full subscriber journey — from lead qualification and account conversion, through service activation, tariff management, and add-on provisioning, to support visibility and renewal. When aligned to TM Forum ODA standards, it becomes a modular, cloud-native platform that scales with your service portfolio and adapts as the business grows. We have deployed this architecture for multi-service operators running mobile, fiber, TV, and cloud voice subscribers on one platform simultaneously.
Can Salesforce integrate with our billing platform — Aria or others — and our BSS/OSS environment?+
Yes. TwoPir designs integration architecture between Salesforce and billing platforms like Aria, Amdocs, and proprietary charging systems — using MuleSoft, REST APIs, and middleware layers designed with error handling, retry logic, and bidirectional monitoring. The goal is not just functional integration — it's reliable, observable data flow that you can trust at scale.
What is TM Forum ODA and why does it matter for a Salesforce telecom implementation?+
TM Forum's Open Digital Architecture (ODA) defines industry standards for building interoperable, modular, cloud-native telecom platforms. Salesforce Communications Cloud is designed to support ODA-aligned architecture. When we implement Salesforce using ODA principles, the result is a platform that can be extended for new services and adapted to new operational demands without requiring a full rebuild — making it the right foundation for operators who are growing their service portfolio.
Can TwoPir help us manage mobile, fiber, and TV subscribers on one Salesforce platform?+
Yes. We design a unified subscriber data model that handles separate service lines under one account architecture. A customer holding mobile, fiber, and TV services is managed as one account — with separate tariffs, activation states, and billing records for each service — while leadership sees full account value and support history in a single view. We have built and operate this model for clients running mobile, fiber, TV, and cloud voice simultaneously.
How do you handle subscriber self-service portal and mobile app integration?+
We build subscriber-facing portals on Salesforce Experience Cloud — giving customers live access to their account data, usage, billing history, and support case management, all connected to the same CRM and billing platform your operational teams use. When the portal is connected to live data, it reduces inbound support volume, improves billing visibility, and gives subscribers a better experience of managing their own account without contacting customer service.
Can TwoPir help if our Salesforce environment already exists but isn't performing?+
Yes. Many telecom engagements begin with a Salesforce org that is technically live but operationally weak — poor data quality, automations that don't match real workflows, integrations that break silently, and dashboards that nobody trusts. We assess the full architecture, identify the root causes, and redesign around what the business actually needs. We can also migrate a legacy Salesforce configuration to Salesforce Communications Cloud if the service portfolio has grown beyond what the original setup was designed for.
How is TwoPir different from a large system integrator for a Salesforce telecom project?+
Large SIs optimize for platform delivery to specification. TwoPir optimizes for whether the platform improves how the business operates. Engagements start with commercial and operational architecture design — not configuration tickets — and we remain accountable to outcomes, not timesheets. Our team carries both Salesforce Communications Cloud expertise and integration engineering depth in-house, which makes us significantly more efficient for complex, BSS/OSS-connected, multi-service operator implementations.
Further Reading

Telecom Insights From the TwoPir Team

Case Study

Salesforce for Telecommunication Excellence

How TwoPir helped a multi-service telecom operator design Salesforce infrastructure to support subscriber lifecycle management, multi-service billing coordination, and operational visibility at scale — across a 5G network and the largest fiber provider in their market.

Read the Case Study →
Integration Guide

Unlock Efficiency: The Power of Salesforce–Mavenir Integration

A technical and operational walkthrough of how TwoPir designed a Salesforce–Mavenir integration layer for provisioning automation, bidirectional data synchronization, and subscriber management at a telecom operator.

Read the Blog →
Platform Deep Dive

Master Salesforce Communication Cloud: Elevate Engagement

How telecom operators use Salesforce Communication Cloud to design coordinated subscriber messaging across SMS, email, push notifications, and portal channels — triggered by CRM, provisioning, and billing events.

Read the Blog →
Next Step

If Your Telecom Business Is Growing Faster Than Its Operating Systems, This Is the Right Conversation

TwoPir helps telecom operators, ISPs, fiber providers, and infrastructure companies create stronger operating discipline across subscriber lifecycle management, service activation, billing synchronization, field coordination, and executive reporting — with Salesforce as the foundation and architecture designed to hold up at scale.

Book a Strategy Call Visit TwoPir Consulting
Speak with a team that understands both the commercial side and the operational complexity of telecom businesses.