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The data model is the head start
Industry objects, relationships and lifecycle states are already defined. You configure a model that fits your business instead of inventing one and discovering its gaps in year two.
Industry Cloud ships with your sector’s data model, product catalogue and processes already built. The value is in configuring them properly — not rebuilding them on core Salesforce.
We implement Salesforce Industries across Communications, Manufacturing, Energy & Utilities, Financial Services and Health, with the deepest work in telecom: catalogue-driven quoting, order decomposition, contract lifecycle and the TM Forum interfaces your OSS/BSS estate expects.
Core Salesforce can be shaped into almost anything. The question is whether you want to spend two years shaping it into something your sector already has.
Salesforce Industries ships with the data model, product catalogue, pricing engine and process templates for your sector already built — in telecom, that means a catalogue that understands services and their technical attributes, orders that decompose into the work the network actually has to do, and interfaces aligned to TM Forum standards. Rebuilding that on core objects is possible, and it is how a lot of expensive custom estates started.
The trade-off is real in the other direction too. Industry Cloud is opinionated: it expects you to model your business the way the framework models it. Where your processes genuinely differ, you configure around the grain rather than against it — and knowing which is which, before the build starts, is most of what a good implementation partner is for.
Industry objects, relationships and lifecycle states are already defined. You configure a model that fits your business instead of inventing one and discovering its gaps in year two.
One product definition drives quoting, ordering, fulfilment and billing. Launching an offer becomes a catalogue change rather than a release.
TM Forum SID and eTOM alignment, TMF Open APIs and Open Digital Architecture readiness, so integration with existing OSS/BSS is a mapping exercise rather than an argument.
Agentforce reasons over the same industry data model and can run OmniStudio flows as agent actions — so an agent does real work rather than answering questions about it.
Six capability areas, each one a place where Industry Cloud programmes usually run into trouble.
Product specifications, attributes, eligibility and compatibility rules, commercial and technical product hierarchies. Modelled so your commercial team can launch an offer without a developer and without breaking fulfilment.
Attribute-based pricing, bundles and promotions, multi-site and framework-agreement quoting, approval matrices by margin and term. Pricing logic admins can read and change.
Order decomposition from commercial order to technical work items, orchestration plans, dependency handling, jeopardy management and fallout handling that doesn’t quietly strand orders.
OmniScripts, FlexCards, Integration Procedures and DataRaptors — guided journeys for agents, partners and self-service, built to be maintained rather than archaeologically excavated.
Unified customer, account and asset views across your estate, with zero-copy access to what already lives elsewhere. The foundation anything agentic has to stand on.
Agent design on industry objects, OmniStudio flows exposed as agent actions, guardrails and escalation paths, and permissions audited before anything goes live.
Deepest in Communications. Working delivery experience across the rest.
B2C and B2B telecom: bundled offers, usage-based charging, order-to-activate, multi-site enterprise contracts and wholesale. Our primary industry practice.
Sales agreements, account-based forecasting, rebates, dealer and distributor channels, and configure-to-order against real production constraints.
Service points and premises, meter and asset data, tariff structures, switching and move-in/move-out journeys.
Client and household models, onboarding and KYC journeys, servicing workflows and the audit trail they have to carry.
Patient and member journeys, care coordination, provider networks, and consent and permission models that stand up to scrutiny.
Vehicle, driver and dealer relationships, service lifecycle, and connected-vehicle data feeding the customer record.
Catalogue-driven offers, orders that decompose into real network work, contracts that survive mid-term change, and a renewal base too large to touch by hand.
A consumer buys mobile, fibre, fixed voice and a bundled streaming add-on in one journey. The order decomposes into provisioning, shipping and activation tasks, each routed to the team or system that fulfils it, with status flowing back to one place the customer and the agent both see.
Result: fewer orders stranded in the middle office, and a customer who can be told the truth about where theirs is.
An enterprise buys connectivity across dozens or hundreds of sites under one framework agreement. Sites are grouped by location and serviceability, priced against the negotiated rate card, and quoted with approvals driven by margin and term rather than by whoever is available.
Result: a hundred-site quote produced in minutes, priced to the agreement every time.
Data, roaming and voice bundles that charge differently once a threshold is crossed, with entitlement counters, consumption alerts and rating against the rate card that was live on the usage date — not the one live at invoice run.
Result: usage, recurring and one-off charges on a single invoice that reconciles.
The everyday reality — a plan upgrade on day twelve, a line suspended for three months, a house move mid-term. Amendments carry correct proration, co-terminated end dates, device and contract-term handling, and credits where a downgrade warrants one.
Result: change orders processed without manual credit notes, and an asset base that still reconciles at month-end.
Rules-based price step-ups, indexation clauses, mid-term hardware upgrade offers and co-terminated renewals across a base far too large to work manually.
Result: renewals that happen on time, at the price the contract actually specifies.
TMF Open APIs for product, order and service management, aligned to SID and eTOM, with Open Digital Architecture readiness — so Salesforce fits the estate you have rather than demanding the one a diagram assumed.
Result: integration scoped as mapping work, with the arguments had at design time.
We maintain a working telecom lead-to-cash demo org covering catalogue, quoting, amendments and usage billing. Ask for a walkthrough against your own product portfolio.
Prebuilt agents for telecom, configured against your catalogue, your guardrails and your permission model.
Salesforce ships a set of communications-specific agents rather than a blank agent builder. That shortens the build, but it does not remove the hard part: an agent inherits the permissions of whoever it serves and surfaces whatever that person could already reach. We audit that before anything answers a customer.
Four phases, each ending in something you can review. No phase runs blind into the next.
Current estate, catalogue and process inventory, integration landscape, a fit assessment against the industry model, and an effort estimate you can budget from.
Catalogue and pricing model, order decomposition and orchestration design, integration contracts, data migration plan, test strategy and release sequence.
Configured org, migrated catalogue and data, integration test cycles against real order shapes, and UAT sign-off.
Go-live by product line or segment where that is safer than a single cutover, four weeks of hypercare, and handover documentation your team can run on.
Catalogue size, the number of integrated systems and the state of your existing product data move these numbers more than anything else — which is exactly what the first phase exists to tell you before you commit.
Industries CPQ, Communications Cloud, order management and Revenue Cloud Advanced are a core practice here, not an adjacent one.
Catalogue structures, bundles, usage rating, amendments and renewals designed against a working lead-to-cash model.
150+ implementations delivered across Sales, Service, CPQ and Industries.
We also move legacy Industries CPQ and Communications Cloud estates onto Revenue Cloud Advanced, so we know which patterns age well.
Brussels, Paramus and Pune — design in your time zone, build at scale.
BRDs, traceability matrices, test scenarios and functional mappings come with the build, not as a change request.
Salesforce Industries — often still called Vlocity after the company Salesforce acquired — is a set of sector-specific products built on the Salesforce platform. Each vertical ships with its own data model, product catalogue, pricing and process templates, so you configure an industry-shaped solution rather than building one from generic objects.
Communications and Media, Manufacturing, Energy and Utilities, Financial Services, Health and Life Sciences, Automotive, Public Sector and Consumer Goods, among others. We work deepest in Communications, with delivery experience across Manufacturing, Energy and Utilities, Financial Services and Health.
Core Salesforce gives you generic objects to shape however you want. Industry Cloud gives you a sector data model, catalogue and processes already built. The trade-off is flexibility against time: Industry Cloud is opinionated, and the implementation work is configuring with its grain rather than against it.
The low-code layer inside Salesforce Industries: OmniScripts for guided journeys, FlexCards for contextual views, and DataRaptors and Integration Procedures for moving and shaping data. OmniStudio flows can also be exposed as Agentforce actions, so an agent can run a real process rather than just describe it.
Yes. Salesforce Communications Cloud is TM Forum certified for SID and eTOM, supports TMF Open APIs for inbound integration, and is positioned as ready for Open Digital Architecture. In practice that makes integration with an existing OSS/BSS estate a mapping exercise rather than a bespoke interface project.
They overlap on quoting and pricing and are converging over time. Which belongs in your target architecture depends on what you run today, how industry-specific your catalogue is, and where Salesforce is investing for your sector. We assess that explicitly rather than assuming — and we deliver both.
A focused first release typically runs three to six months from discovery to go-live. Catalogue size, the number of integrated systems and the state of your existing product data move that more than anything else. Our assessment gives you a defensible estimate in three to four weeks.
Yes, and it is often the better arrangement. We will take a workstream, augment your admins and developers, or run the programme and hand it over — with the documentation needed to make the handover real.
Whether it is a new offer your current stack cannot model, an order process that strands work in the middle office, or a first move onto Salesforce Industries — the first conversation costs nothing and usually clarifies more than a demo would.
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