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TalkTalk Business partner sales ordering process

TalkTalk Business partner sales ordering process

TalkTalk Business (TTB) had no portal for capturing new service requests from their business partners. So when a request came in, they had no way of telling whether it concerned one location or 300.

What they wanted

The folks over at TalkTalk Business previously had a strictly manual process for their partner sales ordering, which wasn't ideal for them or their partners. It meant capturing new service requests from their business partners took way more time than it needed to and they didn't even know how many locations it concerned. In fact, there actually wasn't much of a process at all. One thing was for sure, they needed a better organised, more streamlined, and quicker process; that's where we stepped in. 

How we helped

Thanks to our pretty vast experience with Salesforce Communities, we were able to support TTB's external offshore vendor, Tech Mahindra throughout the design and build. But first, we helped map out the quote-order journey, then used InVision to visualise it, creating wireframes and clickable jpg files. InVision is the digital product design platform we use to make sure we're dishing out amazing customer experiences.  

Behind the scenes, TTB were using Cloudsense as their main data engine and unfortunately, the user interface for that isn't designed to be used by third parties or partners. That's exactly why they desperately needed an alternative.

The result?

This was the best solution to their problems. It's much more organised, neater, and saves them tonnes of time, too. It captures the right information for the pre-order team to pass onto their engineering team, who can then design the technical solution. And not only does it make it quicker for partners to pull together a proposal, but it's now possible for TTB to run reports and have a much better view of upcoming sales and operational activity requirements.  

In fact, the new platform has proved so popular, that TTB's telesales agents are now using it internally, too!

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