HGC Global Communications Limited (HGC), a fully-fledged fixed-line operator and ICT service provider with extensive local and international network coverage and infrastructure, announced its further collaboration with Salesforce, the global leader in Customer Relationship Management (CRM), and Enxoo, a Salesforce Platinum Partner and one of the leading providers of industry cloud solutions for telecommunications, to accelerate its digital transformation and deliver a better customer experience by optimising their interactions and relationships with customers. Additionally, the streamlined customer journey across the sales cycle, product catalogue, pricing tools, quotations and order management will ensure and further accelerate the delivery of an advanced digital customer experience.

HGC digital experience fosters deeper customer loyalty

The collaboration between HGC, Salesforce and Enxoo offers a rich set of open and modular cross-segmentation tools that will allow HGC to enhance its lead-to-order processes across all customer segments and enable much greater feasibility when responding to fast-changing customer needs, streamlining the provision of solutions for our customers internationally.

The powerful Salesforce Einstein Artificial Intelligence platform is embedded across our customer journey. Einstein provides HGC with superior customer insights, access to advanced data analytics and reporting tools. This enables HGC to make proactive decisions to serve customers better and maintain long-term customer loyalty. The open digital platform also allows HGC to use a single ecosystem to gain better visibility over the customer experience during the lead-to-order journey.

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Extended price quoting and ordering capabilities

The HGC-Salesforce-Enxoo collaboration offers omni-channel, configurable product and service catalogues, flexible pricing tools and quoting capabilities as well as the ability to automatically generate and manage customer service orders. HGC can now quickly respond to our customers’ requests for prices and quote for complex solutions, providing greater flexibility and facilitating efficient business decisions. With this capability multiple partners and customers can connect directly to access HGC’s pricing and sites and even place orders for HGC’s products and services. This enables customers to self-service and to automate their procurement and buying processes, as well as providing visibility to their own order status.

Collaborating to build comprehensive marketing campaigns

The deployment of Salesforce and Enxoo solutions will deepen HGC’s digital transformation and enable HGC to deliver connected, personalised and digital customer experiences — from web content, email and mobile messaging to digital advertising and more. These powerful automated solutions will also support the creation of highly-targeted marketing and engagement programmes and to generate more meaningful insights about customers, eventually fostering the expansion of HGC’s product and service portfolio for our customers.

Jacqueline Teo, Chief Digital Officer of HGC said, “We are passionate in delivering a new level of personalisation, new ways of engagement for our customers, and in supporting our staff to embrace digitalisation. At every step of our digitalisation journey, HGC will strive to optimise our services and solutions and to equip ourselves to meet dynamic market needs in the digital era. In future, we will continue to further expand our ecosystem for much better customer experience.”

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Renzo Taal, Senior Vice President, APAC of Salesforce said, “Our collaboration with HGC on their digital transformation journey is rooted in our unified vision on customer centricity. We are thrilled to be powering the digitisation efforts of HGC and bringing the best customer experience to every one of their customers, truly helping them connect to their customers in a whole new way.”

Artur Ostrowski, Chief Commercial Office of Enxoo said, “We are excited to see how Enxoo for Communications helps HGC elevate the customer experience to the new levels and equips the company with the set of tools to make faster and better business decisions supporting dynamic expansion of the operator on the ICT market.”

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