Project Name
How a Telecom Operator Streamlined Customer Insights & Reporting with RollUp Magic
A leading telecom operator, managing millions of customer interactions and usage data in Salesforce, relied heavily on the platform to track call durations, service requests, and plan upgrades. However, the sheer volume of data across multiple objects created significant hurdles in generating actionable insights. Manual processes for consolidating metrics slowed down reporting and limited the ability to respond to customer needs in real time.
To address these challenges, the operator implemented RollUp Magic, a no-code Salesforce Roll-Up Summary Field App, to automate complex data aggregations across standard and custom objects, delivering real-time insights without requiring custom development.
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Complexity in Tracking Average Data Usage
Customer data usage metrics were scattered across individual records, making it difficult to calculate averages per user or region for strategic decision-making. -
Limited Visibility into Service Ticket Volumes
Service ticket data was fragmented, preventing customer experience (CX) teams from efficiently monitoring ticket volumes per user or identifying recurring issues. -
Time-Consuming Reporting
Manual aggregation of call durations, service requests, and plan upgrades led to delays in SLA reporting and inconsistent data accuracy.
Using RollUp Magic, the telecom operator configured automated Salesforce Roll-Up Summary Fields to streamline data aggregation across key objects, including call logs, service requests, and subscription plans.
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Unified Data Usage Metrics
Rolled up call durations and data consumption from individual records to parent accounts, providing real-time visibility into average usage trends by customer or region. -
Centralized Service Ticket Insights
Automated roll-ups of service ticket volumes per user, enabling CX teams to track support trends and identify high-maintenance accounts instantly. -
Streamlined Plan Upgrade Tracking
Consolidated plan upgrade data into a single view, empowering sales teams to identify upsell opportunities based on usage patterns—all without manual intervention.
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50% Reduction in SLA Reporting Time
Automated roll-ups slashed the time required for SLA reporting from hours to minutes, improving accuracy and operational efficiency. -
Proactive Upselling Based on Usage
Real-time visibility into data usage trends enabled sales teams to target high-usage customers with tailored plan upgrades, boosting revenue. -
Improved CX Team Performance Tracking
Centralized service ticket data provided actionable insights into team performance and customer issue resolution, enhancing overall customer experience.
By adopting RollUp Magic, the telecom operator transformed its Salesforce environment into a powerhouse of real-time insights and automation. The no-code roll-up summary fields simplified complex data aggregation, delivering faster reporting, smarter upselling, and better customer experiences. For telecommunications businesses looking to optimize customer insights and operational efficiency in Salesforce, RollUp Magic offers a seamless, code-free solution.
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