Telecommunications
OmniStudio Digital Sales Transformation
Agent-guided selling and self-service for a telecommunications provider.
Industries CloudOmniStudioExperience Cloud
Client Challenge
Legacy BSS workflows forced agents through six systems to quote complex bundles. Digital channels could not expose the same product rules, causing channel conflict and high call center volume.
Solution Architecture
Ranburg implemented OmniStudio-guided journeys integrated with Revenue Cloud quoting APIs. FlexCard agent consoles and a self-service Experience Cloud site share the same orchestration layer.
Technology stack: OmniScripts · FlexCards · DataRaptors · Integration Procedures
Business Impact
- 35% increase in digital order completion
- 50% faster agent onboarding
- Reduced MACD defects in production
Key Outcomes
- Reusable OmniStudio component library with governance
- Regression suite for top 20 customer journeys
- OmniStudio Center of Excellence playbook
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