Optus SMB Makes Upgrades to Customer Experience with Vlocity

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Optus SMB has announced significant upgrades to its business operations and customer experience as it focuses on further driving business growth and customer satisfaction through the adoption of Vlocity Inc.’s Vlocity Communications services, which integrate with the Salesforce Lightning Platform to enable companies drive growth and create improved customer experiences.

Vice President of Optus SMB Matt Ball said, “As businesses become more digitally focussed, we have been looking to improve our time-to-market with new offerings; delivery of digital and omnichannel experiences and customer order fulfilments.”

“In this digitally-led environment, we are working with leading digital technology providers to provide our customers with access to improved customer experiences and support,” said Ball. “Optus SMB has brought Vlocity on board to demonstrate omnichannel, digital transformation within Optus that reduces business customer cost-to-serve, enhances Optus’ customers experience across all channels and improves Net Promoter Scores.”

“Optus is one of the most innovative communications providers in the Asia-Pacific region, and we’re excited about this partnership and delivering on Optus’ cloud strategy for business customers,” said Rip Gerber, Chief Marketing and Alliance Officer, and lead executive for APAC.

This technology update is the latest in a series within Optus SMB’s customer-first strategy. Earlier this year, Optus SMB launched the Optus Innovation Hub, a dedicated workspace within the Sydney Start Up Hub that allows for collaboration between startups and SMBs to tackle current and future-state SMB issues.

Prior to this, Optus SMB launched the Yes Business platform, an online platform which connects SMB owners and employees within a digital community to provide support around common SMB issues.


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