How a Top 5 Telco brought customer experience into Salesforce.
The telecommunications company transformed how support, product, and engineering teams investigate customer issues by embedding Quantum Metric session replays directly into Salesforce incident reports.
Industries
Telco
Teams
Service & Support,Technology
Region
Americas
Features
Performance monitoring,Session replay
3 min read
50% Reduction in manual case troubleshooting.
20% Reduction in-store cart abandonment.
15% Increase in-store agent-assisted transactions.
500+ Employees enabled across Product, Engineering, Service, and Retail.
The case was open. The answer wasn't.
For one of the largest telecommunications companies in the world, Salesforce was the system of record for every customer-reported incident. Every complaint. Every escalation. Every case.
Support teams were transcribing what customers said. Product teams were attempting to recreate issues they couldn't reproduce. Engineering teams were chasing symptoms without a shared view of the cause. Before anyone could solve a problem, they first had to spend hours agreeing on what the problem was.
The cost wasn't just time. Every hour spent reconstructing context was an hour not spent resolving the issue and a customer left waiting.
Bringing customer behavior directly into Salesforce.
The fix was deceptively simple: embed Quantum Metric session replay links directly inside Salesforce cases.
Now, when an issue is escalated, teams can move from a customer complaint to customer evidence in a single click. No system-hopping. No guessing. No waiting for someone else to reproduce the issue.
Instead Support, Product, and Engineering teams can immediately see the customer session behind the incident and align around the same understanding of what happened.
For the first time, every Salesforce case came with a source of truth.
Teams that previously spent their first hour gathering context now spend it solving problems. The shared view of what a customer experienced, inside the tool everyone already uses, eliminated the back-and-forth that had slowed resolution for years.
The result: a 50% reduction in manual case troubleshooting.
“Integrating Quantum Metric data into Salesforce tickets cut manual troubleshooting time by 50%, accelerating issue resolution and freeing up resources.”
Engineering Leader/Top 5 Telco Company
Solving a critical in-store retail issue.
The impact of having customer evidence inside Salesforce wasn't just faster handoffs. It unlocked insights that would have otherwise gone undetected.
When the development team rolled out a new app for their in-store sales reps, the team noticed elevated case volume tied to cart abandonment. With Quantum Metric session replay accessible directly from Salesforce cases, they could see what their reps saw: a spinner that never stopped loading, affecting more than 6,000 in-store interactions between sales reps and customers.
Initial assumptions pointed to a front-end issue. However, the session evidence said otherwise. A backend API validation error was the true cause, invisible to any team working from incident case descriptions alone.
With Product, Engineering, and CX teams looking at the same evidence inside the same Salesforce workflow, the issue was prioritized and resolved quickly.
Results
- 20% reduction in-store cart abandonment
- 15% increase in-store agent-assisted transactions
Faster resolution. Better experiences.
Today, 500+ users across Product, Engineering, Service, and Retail teams use Quantum Metric to investigate and resolve customer issues.
For teams that run on Salesforce, Quantum Metric turns every case into a complete picture of the customer experience so your people spend less time searching for answers and more time delivering them.
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