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Enhancing customer service through automation

GCOMM’s Information Services Manager, Ilija Filipovic, provides insight into the company’s plans to build a hybrid integration platform to enable real-time self-service for customers.


Q: Tell us about GCOMM’s plans to build a hybrid integration platform.  

A: Building a hybrid integration platform (HIP) is an important part of the digital transformation journey that GCOMM has embarked on. The goal of HIP is to enable the company’s internal systems to communicate with each other, as well as share information with the systems used by our partners and suppliers. An example of this would be enabling our CRM platform to connect to our carriers’ service ordering systems.  

Q: Why is this an important project for GCOMM?

A: We want to be able to automate manual and repetitive tasks that are performed by our staff right now. This includes ordering of services from our telco partners. The more workflows we can automate the more we can reduce the potential for redundancy and human error and deliver more consistent levels of customer service.  


“Ultimately, our vision is to give customers the ability to take control and



Q: What results can we expect to see in the coming months?

A: By the end of this year, we plan to implement automated ordering of NBN broadband services from our suppliers. We are very excited to roll this out and start seeing it in practice.

Q: How about long-term?

A: We want to seamlessly integrate our systems with the systems our suppliers use so that the entire process of ordering and delivering services can be fully automated from start to finish. Ultimately, the goal is to also develop a GCOMM API gateway, which will then enable our partners to connect to our system to order services from us.

Q: What will be the biggest benefits to GCOMM and our customers?

A: It all comes down to being able to deliver services faster to our customers while reducing the company’s operating costs. Automated ordering of services that are sold frequently and require many manual steps will free up the staff’s time and enable them to focus on more complex tasks and higher value work.

Ultimately, our vision is to give customers the ability to take control and self-service. By performing a few simple steps, a customer can receive a service qualification in real time and place an order without ever talking to an account manager.   

The more we automate, the more we give customers control, the easier it is for them to do business with us, the lower provisioning and operating costs become.

Q: How does HIP fit into GCOMM’s long-term plans?

A: One of the company’s key strategic priorities is to evolve business through digital. Building a hybrid integration platform, connecting our digital systems and implementing automation are an essential part of GCOMM’s digital transformation journey and will pave the way for more exciting developments in the future.


Ilija has been a part of the GCOMM team since 2012. He is a Salesforce platform enthusiast with expertise in Sales Cloud, Service Cloud, FinancialForce and Salesforce custom development. He has led the implementation of the Salesforce CRM system at GCOMM and is currently leading the hybrid integration platform project as part of the company’s digital transformation journey.