IT, Technology and Telecommunications
Subscription models, rapid releases, and rising service expectations are shaping the tech and telco industries. We combine go-to-market, customer success, service, and billing on a single platform – for scalable growth without friction.
CRM for IT service providers, tech companies, and telecommunications
IT, technology, and telecommunications companies face unique challenges: they manage PLG and sales motion in parallel, master complex pricing and packaging logic, automate onboarding, and provide real-time support. At the same time, they need to keep an eye on usage, churn risks, and expansion. Telcos in particular operate in a world of high order volumes, bundles, provisioning, and SLA timing.
A strong CRM, subscription, and service setup makes all the difference here. It brings together pipeline, product, usage, and contract data, automates the entire journey from trial to renewal, and creates the transparency needed for increasing net revenue retention and long-term profitability.
With comprehensive industry expertise, Salesfive aligns the Salesforce platform precisely with your go-to-market and service processes. Whether leads, PLG signals, and deal desk, or CPQ, order management, and provisioning, or customer success, support, billing, and AI-powered expansion – we connect everything into a seamless overall system.
The benefits for you: faster acquisition, more efficient scaling, and measurably higher customer loyalty.
Bernd Meier
Bernd Meier is your expert for the strategic introduction of CRM solutions in IT, tech, and telco companies.
higher conversion from trial to paid
shorter quotation and approval cycles
reduction in time to resolve thanks to omnichannel support
Use Cases
Accelerating growth with digital solutions
Self-service onboarding, usage-based billing, and proactive support: Our solutions cover key use cases for software, platform, hardware, and telco providers. They create transparency, accelerate time-to-value, and offer customers a consistent experience throughout their entire journey.
PLG signals in sales
PLG signals in sales
Your trial usage provides valuable data – but often it goes unused. Connect product events to CRM, prioritize accounts based on usage potential, and launch context-driven outreach.
SaaS/Subscription CPQ and bundling
SaaS/Subscription CPQ and bundling
Are complex price lists, tiers, and add-ons slowing down sales? Use CPQ with guided selling, package logic, and price corridors – for error-free quotes that are fast and scalable.
Order management and provisioning
Order management and provisioning
High volumes and many dependencies? Orchestrate orders, numbers, devices, and services – with full transparency right up to activation.
Usage-based billing and revenue recognition
Usage-based billing and revenue recognition
Want to accurately bill usage data, discounts, and credits? Integrate measurement points, calculate usage-based fees, and map sales in compliance with regulations.
Customer Success and expansion
Customer Success and expansion
Are renewals often recognized too late? Work with health scores, playbooks, and success plans – for churn prevention, cross-selling, upselling, and NRR growth.
Omnichannel support and field service
Omnichannel support and field service
Are tickets piling up for your service team? Rely on real-time support via chat, phone, email, and in-app, including AI assistance, a knowledge base, and on-site service if needed.
Services
How we connect people and technology
We provide comprehensive support to help your company digitise its customer and service processes. Drawing on our many years of industry expertise and technological excellence, we develop secure, scalable and effective CRM solutions.
We work with you to develop a practical roadmap for tech and telco. To do this, we combine product-led and sales-led growth, test pricing and packaging models, optimize self-service onboarding, and establish partner motion as well as catalog and provisioning design for telcos. In compact sessions, we prioritize hypotheses, design pilots, and define metrics – from activation to net revenue retention.
We design end-to-end processes with the appropriate Salesforce Clouds: from Sales and Service Cloud to Revenue and Data Cloud to Experience Cloud. Where appropriate, we supplement these with Order Management and Field Service. Using an API-first architecture, we seamlessly integrate your systems, such as product telemetry, entitlement and identity systems, ERP and financial accounting, or the management of numbers and SIM cards. We focus on security, multi-tenancy, and data residency right from the start.
With Salesforce Einstein and the Data Cloud, you can leverage data to drive growth and efficiency: you receive conversion and expansion forecasts as well as next best offers, identify anomalies in usage and billing, automatically classify tickets, and support your teams with intelligent AI agents. To ensure that this works reliably, we establish high data quality, clear governance, and robust A/B analyses – including traceable offline and online KPIs for ARR, churn, and support performance.
We strengthen your teams with role playbooks for sales, customer success, support, and RevOps. We also develop renewal runbooks, admin training, and release guides. KPI trees from activation to NRR provide guidance. Continuous improvement cycles and a lean Center of Excellence ensure user adoption and lasting ROI.
Customer stories
Solutions that make things happen
How can software, cloud, hardware and telecoms providers increase their conversion rates, accelerate their provisioning and boost their NRR? You can find an overview of selected projects here.
“Tech growth occurs when product signals, sales, and service interact on a single platform. Understanding usage patterns and ensuring customer success early on increases loyalty and net revenue retention.”
— Bernd Meier, Managing Director and expert in the IT and technology industry
FAQ
You have the questions – we have the answers
Implementing and optimising a CRM system in a diverse field such as IT and technology can raise questions. This FAQ provides some initial answers based on practical experience.
For most companies, a core consisting of Sales Cloud for sales, Service Cloud for customer service, Revenue Cloud for quotes and billing, and Experience Cloud for customer and partner portals is ideal. Data Cloud bundles data from products, contracts, and usage. For hardware or on-site deployments, Field Service is added – and in telco setups, Order Management is often included as well.
We transfer key events from your product – such as logins, feature usage, or units consumed – to the CRM via an interface. There, we assign them to accounts, contracts, and tickets. This gives sales, customer success, and support clear signals for prioritization, onboarding, risk management, and growth potential.
First, we define measurement points and rates, for example, per user, by volume, or by API calls. With the CPQ and billing functions of Salesforce Revenue Cloud, we map rules, discounts, and credits and create accurate invoices – even with multiple currencies and complex tax logic. Revenues are recorded in accordance with regulations and remain traceable at all times.
Early warning signals such as declining usage, open support cases, or expiring licenses are incorporated into a health score. Based on this, playbooks provide specific recommendations for action – from active support and training to suitable upselling and cross-selling offers. This helps you secure renewals and increase customer value.
Offer help right where customers need it: in the product, via chat, email, or phone. A knowledge base and AI assistance resolve standard questions faster, while complex issues are immediately routed to the right team. Dashboards show volume, processing time, and satisfaction, revealing where you can take targeted action.
Partners and resellers can be seamlessly integrated via central portals with deal registration, training, price lists, and joint sales opportunities. Partners have access to their pipeline, bonuses, and documents – and you maintain an overview of status, forecasts, and billing.
