Key Lessons From A Small Organisation’s AI Journey
16 October 2025
A leading South African internet service provider (ISP) has long set themselves apart with their dedication to high-quality customer service. With scale, however, comes new challenges. They began to see that its legacy systems were hindering their growth, impeding customer satisfaction, and limiting operational efficiency. Owning and managing their own network infrastructure meant that change needed to come from within.
They recognised the urgent need to transform their core sales, onboarding and servicing processes, improve customer experiences, and gain valuable insights from their data. But as is so often the case, knowing where to start and how to actually implement such transformation was a hurdle in and of itself.
Read on to discover how we worked to achieve real digital transformation, together.
Knowing Where to Start is a Good Start
The ISP, knowing that they required a dedicated, experienced partner to execute on their desired transformation goals effectively, decided to partner with ScaleForce. Together, we embarked on a journey to drive the right outcomes for their business to position the company for ongoing success – a crucial goal in a world with ever-moving targets and increasingly discerning customers.
It became clear that at the core of their transformation was the implementation of a modern CRM platform. Driving a technology selection process to get the right technology partner at the right price resulted in the selection of Salesforce CRM. By leveraging Salesforce’s robust capabilities, we created a unified platform that provided the ISP with a comprehensive view of its customers and operations. But before we talk about the solution, let’s dive into the challenges they faced.
Challenges
- Inefficient customer management: The ISP was struggling to manage customer interactions effectively, leading to longer response times and decreased customer satisfaction.
- Limited data insights: The company lacked a centralised system to collect and analyse customer data, hindering data-driven decision making.
- Complex operational processes: Manual, time-consuming processes slowed down operations and increased the risk of errors.
A Holistic Customer View with Salesforce
We worked in lock-step with the ISP to understand their unique business requirements and develop a tailored Salesforce solution that would address their major challenges. After synthesising the input we received, our team of experts designed and implemented a platform that:
- Improved customer experience: Streamlined customer interactions, reduced response times, and enhanced customer satisfaction through personalised service.
- Optimised sales processes: Improved sales efficiency, increased deal closure rates, and provided valuable insights into sales performance.
- Enhanced operational efficiency: Automated routine tasks, reduced manual errors, and improved overall operational productivity.
- Enabled data-driven decision making: Centralised customer data, providing actionable insights to support strategic decision-making.
A Foundation for Future Growth
By leveraging Salesforce’s Sales Cloud, Service Cloud, and integrating Work Relay, we were able to create a unified platform that provided the ISP with a 360-degree view of its customers. This holistic approach has empowered the ISP to make data-driven decisions, improve customer satisfaction, and drive business growth.
The successful go-live of Salesforce marked a significant milestone for our client. With a strengthened foundation in customer relationship management and operational efficiency, we are confident that they are well-positioned to compete effectively in the dynamic telecommunications market.
