This telecom provider wanted to become more efficient and gathering customer requirements for circuits and then selecting known telecom vendors who could provide the service and sending them a request for proposal and allow them to submit proposals. Then to make the process of reviewing and selecting the Vendor for the order, establishing the margin on pricing, and sending the order form for electronic signature to the customer.
On the Salesforce platform we built a solution that allowed the Sales Rep to quickly create an order with the proper information, then the circuit information for each circuit. A circuit is an internal network connection between two buildings which can be as far is London to Brazil for example. The structure allowed the creation of sub circuits to make up a main circuit and all the costs to rollup to the order to easily see the margins. After the customer’s circuit information is captured in Salesforce, the Sales rep can then click a button called “Send RFP” which then shows them a list of Vendors in the system and automatically checks which vendors are known to service the addresses and each end of the circuit needed. This is done by populating the Salesforce database with the vendors and the addresses they service. You then simply check the boxes next to each vendor you want to request a proposal from then click the send button which then automatically sends a unique email to each vendor asking them to bid on this specific circuit. The email contains information about the circuit and a unique link for them to click to submit their bid. That opens a webpage that displays the unique vendor name and the circuit information they are bidding on then allows them to submit their bid. Submitting the form then updates the bid record in Salesforce automatically and notifies the sales rep via email that a new bid was received from a vendor. The Sales rep can then easily view in a list under the circuit record all the different bids sent to vendors and their status and their bid values and decide which vendor to use for this order. Once the vendor is selected the costs are applied to the order and margins are displayed. If the margins are under a limit then the order is sent for approval by management within Salesforce. Then the Sales Rep can click a button to send the service order form to the customer for electronic signature. Clicking this button automatically sends an email to the customer with an email detailing a summary of the order and a button to click to sign the order form and updates the Stage of the order automatically. The customer clicks the link and views their unique order form in full on a web page and then signs and clicks button to accept. Accepting the order form then updates the salesforce order record as Closed Won and notifies the vendor selected to request an order form from them and continue the provisioning process. Because we are now in full control of the order form sent and signed by the customer as well as the vendors exact costs inside Salesforce we know the exact margins on orders. We implemented transparent commission tracking for the sales reps which required complicated calculation and rules of commission earnings. Previously understanding and viewing any commissions as a Sales Rep was near impossible. But adding this transparency to each order as well as in a Dashboard provided a good incentive for Sales reps to hit their goals and much much less work by the accounting department each month to calculate and payout commissions.