Telecommunications

Telecom OmniStudio Customer Onboarding Platform

Case Study: Telecom OmniStudio Customer Onboarding — digitizing KYC and activation with OmniScripts, FlexCards, and Integration Procedures.

Salesforce & AIFull-Stack EngineeringDevOps & Cloud Architecture

Discuss Similar Work

Omni

Guided UX

KYC

Digitized

Back to Case Studies

Telecommunications

Telecom OmniStudio Customer Onboarding Platform

OmniStudio Solution Architect

Case Study: Telecom OmniStudio Customer Onboarding — digitizing KYC and activation with OmniScripts, FlexCards, and Integration Procedures.

TelecommunicationsOmniStudioDataRaptorsIntegration ProceduresFlexCardsApexLightning Web Components

Omni

Guided UX

KYC

Digitized

Orchestration

Flex

Agent Context

Telecom OmniStudio Customer Onboarding Platform overview

Executive Summary

Onboarding and KYC ran through manual, channel-specific processes with inconsistent experiences and long release cycles.

We designed an OmniStudio architecture spanning OmniScripts, FlexCards, DataRaptors, and Integration Procedures — with Apex where needed — to digitize telecom onboarding across channels.

Product UI

Project Screens

Salesforce Lightning Web Component screens from the loan origination platform — application intake, underwriting risk assessment, and pipeline Kanban — each built for financial services lending teams.

Screen 01

OmniScript Onboarding Journey

Guided multi-step OmniScripts digitizing customer onboarding, KYC, and service activation.

The OmniScript Onboarding Journey orchestrates telecom customer onboarding across channels. Multi-step OmniScripts guide KYC and activation while Integration Procedures and DataRaptors move data between Salesforce and backend telecom systems.

OmniScripts for guided multi-step onboarding
KYC and service activation digitized in-flow
DataRaptors and Integration Procedures for system orchestration
Apex extensions where declarative OmniStudio limits are reached

OmniStudioOmniScriptsDataRaptorsIntegration ProceduresApex

Screen 02

FlexCard Agent Workspace

FlexCards present contextual customer information to agents at each onboarding step.

The FlexCard Agent Workspace keeps contextual customer data visible during onboarding. Agents see the right information at each step, improving consistency across channels and reducing regulatory/operational misalignment.

FlexCards for contextual customer information
Agent-friendly workspace during onboarding steps
Reusable OmniStudio components across channels
Stakeholder-aligned flows for regulatory requirements

FlexCardsOmniStudioLightning Web Components

The Challenge

Manual, channel-specific onboarding created inconsistency, delay, and compliance risk.

•Different experiences depending on signup channel.
•Manual KYC and activation handoffs.
•Slow release cycles for onboarding changes.
•Backend telecom systems poorly orchestrated.

The Solution

We built an OmniStudio onboarding platform for guided journeys, agent context, and backend orchestration.

Key Features & Technical Implementation

OmniScript Journeys

Guided multi-step onboarding and KYC.

Technical Detail: OmniScripts orchestrate steps; Apex fills complex logic gaps.

FlexCard Context

Agents see customer context at each step.

Technical Detail: FlexCards surface relevant data during the journey.

Integration Layer

Connect Salesforce to telecom and KYC systems.

Technical Detail: DataRaptors and Integration Procedures for transformation/orchestration.

Technical Architecture

OmniScripts guide onboarding; FlexCards inform agents; DataRaptors/Integration Procedures orchestrate telecom backends; Apex extends declarative limits.