How NAELAN helps telecom operators improve their customer acquisition and retention

In the telecommunications sector, the document is a strategic pillar of the customer relationship.

For telecom operators , customer relations rely on a considerable volume of documents with high strategic value: commercial proposals, multi-service contracts, pricing conditions, recurring invoices, regulatory communications, notifications of changes to offers or services.

These documents play a key role at each stage of the customer lifecycle:

• lead acquisition and conversion

• Contractual security and compliance,

• quality of the customer experience over time ,

• operational efficiency of internal teams.

However, in many organizations, the document chain remains fragmented: multiple tools, heterogeneous models, strong dependence on IT, risks of errors and difficulties in meeting the requirements of electronic invoicing , digital accessibility , evidential archiving , regulatory compliance and CSR .

It is precisely on these issues that NAELAN supports telecom operators, transforming the document into a real lever for acquisition, loyalty and operational performance.

Customer acquisition: accelerate sales through clear and well-defined proposals

Increasingly complex telecom offers

Telecom offerings combine connectivity, managed services, options, service levels (SLAs), contractual commitments, and specific regulatory constraints. In this context, the commercial proposition becomes a major differentiating factor, for both enterprise and consumer markets.

Thanks to its Proposal Management solutions, NAELAN enables:

• to quickly generate personalized and consistent offers,

• to automatically integrate data from the CRM,

• to secure contractual commitments from the pre-sales stage,

• to ensure a clear, professional and consistent presentation.

👉 Sales cycles are shortened, the readability of offers is enhanced and the conversion rate is improved.

Salesforce: a central CRM for telecom operators

Many telecom operators today rely on Salesforce as the foundation of their customer relationship, both for sales teams and for customer service : opportunity management, contract monitoring, processing of customer requests, omnichannel relationship management.

However, document generation often remains disconnected from CRM, leading to breaks in workflow, re-entry, and losses in productivity.

KSL for Salesforce: Generate all documents directly from the CRM

With KSL for Salesforce , NAELAN allows telecom operators to produce all their documents directly from Salesforce , without leaving the user environment:

• Batch documents: Mass generation of documents (invoices, customer letters, regulatory communications).

• Documents on demand: Instant creation of proposals, contracts, amendments or letters from an account or client file.

• Interactive documents: Dynamic documents, driven by data and business rules, usable in real time by sales and customer service teams.

This integration guarantees:

• complete consistency between CRM data and documents ,

• a significant reduction in errors and delays ,

• increased autonomy for business teams , without permanent dependence on IT.

Contract Management: Securing the long-term customer relationship

Telecom contracts are constantly evolving: options, renewals, amendments, regulatory updates.

NAELAN supports telecom operators in the digitalization of Contract Management thanks to :

• automated generation of contracts and amendments,

• the centralization of templates and clauses,

• Detailed version control and traceability management,

• seamless collaboration between sales, legal and operational teams.

The contract becomes a controlled asset, serving to build customer loyalty.

Customer Content Management (CCM) and customer communication: transforming every document into a useful touchpoint

Invoices, letters, emails, notifications: in telecoms, these documents constitute the majority of customer interactions.

Thanks to its Customer Communication Management (CCM) / document composition solutions, NAELAN enables:

• to industrialize documentary production,

• to ensure editorial and graphic consistency across all channels,

• personalize messages according to the customer context.

• to produce clear, educational and accessible documents.

Each document becomes a true lever for customer communication , reducing misunderstandings and requests for support.

Electronic invoicing, Factur-X and legally compliant archiving

The widespread adoption of electronic invoicing , particularly with Factur-X , represents a major challenge for telecom operators. NAELAN integrates these requirements into the heart of its document management process:

• generation of compliant invoices,

• integration with billing and ERP systems,

• volume and recurrence management,

• legally valid archiving guaranteeing legal value and traceability.

Digital accessibility, regulatory compliance and CSR

NAELAN integrates from the design of documents:

• the principles of digital accessibility ,

• regulatory compliance requirements,

• good practices related to CSR commitments.

Telecom operators are thus anticipating regulatory changes while strengthening their responsible brand image.

PDF/UA: Making documents accessible to visually impaired people

Digital accessibility also concerns PDF documents, which remain a major communication channel for telecom operators.

Approximately 1% of the population is currently affected by significant visual impairment, requiring the use of assistive technologies (screen readers, keyboard navigation, advanced zoom).

NAELAN integrates support for the PDF/UA (PDF for Universal Accessibility) standard into its document composition solutions. The generated documents thus adhere to accessibility best practices: logically structured markup, coherent reading order, hierarchical headings, alternative text, contrast, and enhanced readability.

This approach allows telecom operators to guarantee inclusive communication, in compliance with current regulations, while improving the customer experience for their entire subscriber base — without creating specific journeys or documents.

Expertise recognized by major international telecom operators

NAELAN supports many telecom operators in France and internationally, including Orange in many countries in Africa and Asia , as well as Ooredoo in several countries.

These deployments illustrate NAELAN's ability to manage:

• multi-country and multi-regulatory environments,

• large volumes of documentation,

• complex information systems,

• uses oriented towards both end customers and business relationships.

Conclusion

In a highly competitive telecom market, the quality of documents and communications is a key differentiating factor. By structuring, automating and securing all document processes — from Salesforce CRM to electronic invoicing — NAELAN helps telecom operators accelerate their acquisition , strengthen loyalty and achieve sustainable digital transformation .