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Case Study: Telecommunications Company Transformation

Industry
Telecommunications

Project
Full Zoho One Implementation + Custom Customer Portal

The Challenge

This telecommunications provider was struggling with outdated and disconnected systems that slowed growth and frustrated staff. Critical processes such as provisioning, credit approval, and customer visibility were bogged down by manual effort, duplicated work, and zero integration.

The main pain points included:

  • Disconnected systems, leading to inefficiency and data silos
  • Duplicated effort across multiple teams
  • Slow provisioning and service activation times
  • Manual credit approvals delaying customer onboarding
  • No customer visibility for support or billing

The result was frustrated staff, delayed service delivery, and reduced customer satisfaction.

Telecommunications Software

Telecommunications Software

The Solution

We implemented a fully integrated Zoho One system tailored to telecommunications operations, supported by a custom-built customer portal.

Key features included:

  • Unified Zoho CRM with Desk, Projects, Books, WorkDrive, Sign, Subscriptions, and Analytics
  • Custom customer portal for real-time visibility into tickets, invoices, and subscriptions
  • Automated credit approval workflows, reducing manual bottlenecks
  • Streamlined provisioning system integrated with backend processes
  • Centralised dashboards for executives to track performance and support workloads

The transformation removed duplication, accelerated delivery, and gave customers more control over their own experience.

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THE IMPACT

The business saw immediate measurable results

Adam has been great through the design and build process of our new platform. Key for me is his willingness to challenge our assumptions and processes rather than just doing what we say. In my view always leads to a better outcome. Communicated well throughout the process, has been clear about how we best move forward when the inevitable challenges occur. Highly recommended.

Harry T / Co-Founder and MD

Why It Matters

Telecommunications is a competitive, fast-moving industry where speed and customer satisfaction are critical. By integrating their systems and automating manual tasks, this provider was able to scale operations without scaling admin costs, delivering a smoother, faster, and more professional service.

The result?
A leaner, smarter telecom operation with happier customers and staff — and a foundation ready for future growth.

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