Sales Force Automation

This client, one of the UK’s largest Telcos, was intent on securing a major share of the market for managed data network services. MorganDoyle analysed, designed and managed the development of a distributed sales force automation system supporting their full portfolio of services.

The project commenced with several short studies where the current processes and procedures of the sales force and service delivery were analysed for services including SMDS, ATM, Frame Relay and ISDN.

The major business issues, in particular reducing lead times for service activation and the cost of failure to implement customer solutions which were right first time, were identified. These informed the overall functional and operational requirements definition.

A solution to address these requirements was proposed which involved moving business logic, on-line help and technical validation out from back-end systems, closer to the point where the information was initially captured.

The major parameters of the system were modelled and commercial and technical estimates were made covering development costs & timescales, impacts on current infrastructure and savings from reduced errors in order capture and improved workflow during the subsequent provisioning processes.

As a result, the development was commissioned by the Telco and successfully completed on time and within budget.