Asia's Communication Giant Migrates to Salesforce CRM to achieve Business Agility with Digital Transformation






Telecom Services


The client is Asia’s leading communications technology group with a presence across 21 countries. They are the largest mobile network operator in Singapore. It controls a significant market share in the Australian region. Besides core telecom services, they provide an extensive range of digital solutions.


Migrating from the legacy CRM to Salesforce to achieve the following:

  • Building a single customer engagement platform for sales and marketing professionals from different business units, with real-time Customer360 view
  • Enabling “new ways of working” for both sales and marketing personnel, by implementing the best practices of customer engagement
  • Building a seamless integration capability so the solution is not only powered by its own data and  capability but can also leverage the existing technology assets and data
  • Leveraging native AI and analytics capability to enable data-driven decision-making, intelligent insights, and predictive analysis


CRMIT implemented the below solution/SF modules to achieve business agility.

  • Salesforce Sales Cloud for handling all aspects of pipeline management: enablement for its 700 strong sales team covering the following :
    • Account/Contact Management
    • Sales Process Execution – territory management, lead/opportunity assignment using a combination of standard/custom rules, quota and forecasting, approvals
    • Account Planning
    • Competitor Information Analysis
    • Products, product schedules & price books, product selection customization based on the product family
  • Salesforce Partner Community Cloud to allow its 1000+ Sales Partners to collaborate with the client’s sales team
  • Einstein Analytics for self-serve and intelligent analytics combined with predictive capabilities, again natively connected to Salesforce and also integrating with the enterprise data warehouse for delivering the customer360 view
  • MuleSoft powered Integration that stitches this powerful platform with customer’s existing technology assets, data, and other 3rd party systems
    • Account management backend system callouts with UI management through custom metadata to MuleSoft
    • Govt. Regulatory Authority System(legacy system) callouts with UI management through custom metadata to MuleSoft
  • Other tools and customization highlights include :
    • Developed windows-based scripts to auto-extract incremental data on periodic intervals for around 25 objects, in the form of flat files, from Salesforce to an FTP server
    • Building a custom javascript tool for uploading large PDF files from a 3rd party DB to Salesforce avoiding heap-size issues which one would otherwise run into using apex/data loader


  • Integration of all systems provided a single consolidated Customer360 view in Salesforce
  • Also, better visibility of the sales pipeline, nurturing, and an ability to collaborate, lead to faster conversions of leads
  • Optimal utilization of sales team with a logical and better distribution of the pipeline leads/opportunities
  • Improved Channel Partner experience as a result of better enablement and engagement,  powered by out-the-box partner relationship management features available with Partner Communities
  • Self-serve analytics, real-time insights, and predictive capabilities with Einstein Analytics

Customer Success Stories

From an idea to an unforgettable and measurable customer experience


Salesforce Managed Services reduced operating costs by 22% for leading healthcare insurance provider


Simplify B2B customer experience with Salesforce Managed Services (Global manufacturer of commercial flooring)

Drives productivity workflow integrated suite salesforce instance

Built a resilient Salesforce instance
that drives productivity and a seamless

matched with
customer success


Successful Customers



App Exchange






Years Of 

Customer Success

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