Telia Finland Deploys Vlocity Communications Cloud to Improve Customer Service, Increase Service Agility and Deliver an Omnichannel Customer Experience

Vlocity, a leading industry cloud company announced that Telia Finland, part of Telia Company, one of Europe’s leading telecom operators, has selected Vlocity and Salesforce to boost digital transformation initiatives in its sales, marketing and customer care organizations. By deploying Vlocity Communications™, Telia Finland is able to consolidate twenty disparate sales and marketing tools into a single, unified CRM system that will dramatically improve customer satisfaction.

Telia Finland serves more than 4.3 million customers in one of the world’s most connected countries, but until recently, the company relied on legacy on-premises systems that impeded its agility. In its effort to become more agile and provide an unparalleled digital customer experience, Telia Finland decided to migrate its systems to the cloud and turned to Vlocity and Salesforce to enable this transition.

“The needs of our customers are constantly evolving, and the ways in which our customers purchased and used services yesterday no longer rings true today,” said Anne Rahkonen, Chief Transformation Architect, Telia Finland. “To adapt, we needed a modern, digital solution to enable our agents to deliver a consistent, personalized customer experience across all channels. Since implementing Vlocity Communications in combination with Salesforce Service Cloud, we have seen a significant rise in satisfaction from our internal sales teams.”

“For our transformation journey, we were looking for innovative and strategic partners with deep telco industry experience. Salesforce and Vlocity have that,” said Sari Leppänen, Vice President, Head of Business and Technology Transformation, Telia Finland. “We were very excited to go live with the first phase of our transformation initiative in just nine weeks. This is a testament to how quickly the Salesforce and Vlocity Industry Cloud solution can deliver business value.”

Vlocity Communications takes advantage of the omnichannel capabilities of Salesforce Service Cloud and includes a comprehensive suite of sales, marketing, service, Enterprise Product Catalog, CPQ (Configure-Price-Quote), Contract Management, Order Management and Retail Clienteling applications. Vlocity Communications will replace Telia Finland’s siloed front-office and back-office applications with new cloud-based, omnichannel CRM & BSS (Business Support Systems) applications that provide contact center agents and sales professionals with a more streamlined approach for managing end-to-end-customer journeys.

“Telia Finland is one of Europe’s most innovative service providers, yet its on-premise legacy systems could not keep pace with growing customer demands in this digital era,” said Dominic Dinardo, EVP and GM of Vlocity EMEA. “We are excited to support Telia Finland’s digital transformation initiatives through our award-winning communications industry cloud software and support the company as it repositions itself as a next generation digital telco provider.”