About the client
The client is a prominent wireless communications company that provides Wireless Broadband Internet, Fiber Internet, TV, Hosting, and VoIP Phone Services to residential and business customers in the rural Midwest.
Client challenges
The client lacked a straightforward quote-to-cash process because it relied on unsophisticated and manual methods. It also faced challenges with inconsistent document generation and complex, cumbersome internal billing processes that hindered productivity.
Solution
- LevelShift streamlined quote configuration to billing by simplifying product searches. We used CPQ’s product bundling, pricing, and a custom cell site pricing lookup to support quote generation.
- Work orders and order scheduling with FSL were set up to help field tech install completion in preparation for customer billing.
- Custom tax tables were established to meet product and location-based tax requirements instead of using paid subscription tax software.
- It enabled Customer 360 data visibility and availability for the client’s resources across teams.
- Our deep Telecom and CPQ/Billing expertise allowed us to recommend best practice requirements and solutions, which improved the client’s operational processes and customer experience outcomes.
- We consolidated and enhanced document generation and introduced optional e-signature for customer approval of select documents.
- SF Billing streamlined and simplified internal processes and mapped them to NetSuite, creating a consistent customer experience.
Benefits
- 10X faster and more accurate quote generation and billing cycles.
- Simplified product search and customized pricing lookup enhanced the Sales agent’s experience saving time to quote each opportunity.
- Drove consistency across templates, implemented merge fields, and improved access to dynamically populated templates resulting in greater productivity for Sales and ultimately the customer experience
- New work orders improved field operations scheduling and activity coordination.
- Unified data visibility with Customer 360.