Success Stories

Improvement of order-to-cash performance using automated Order Management

Our client's initial challenges included difficulty keeping up with incoming sales orders and deliveries, as well as a decentralized and unautomated sales process. This caused significant delays in order fulfillment, service delivery, considerable team friction and significant volumes of manual processes all due to the miss-designed systems architecture.

During the discovery stage, Excelacom found disparity and inefficiency within various groups, with some performing better than others. While there was efficiency among the enterprise's various groups, there was none across the board. As a result, we decided to move our focus from simply being efficient to providing efficiency throughout the entire company.

Client Challenges

  • Struggled to keep pace with incoming sales orders and delivery
  • Low collaborating teams
  • Sales process was decentralized and lacked automation
  • Traction between the teams
  • Significant volume of manual processes and lack of systems

Excelacom’s Deliverables

  • Designed and implemented a new standardized end-to-end process for order to cash
  • Introduced a new sales support channel to focus on back-office functions
  • Implemented Century with automated order management and service orchestration
  • Validation checkpoints to prevent leakage and reduce failed installs

Business Value

  • Reduced Quote to Cash time to as much as 66% Reduced operating costs by more than 40%
  • Serving 3,000+ users and 6,000+ orders per month
  • Integrated more than 25 systems for improved user experience

Project Approach

We approached this opportunity holistically by taking into consideration the end to end process. Rather than maintaining and improving siloed systems, we approach large-scale operations by examining the entire process and optimizing operating efficiencies throughout the entire enterprise. We accomplished this by integrating systems and developing a roadmap that depicts the ultimate goal.

Solution provided to our client strengthened their relationship between their human process and their system, improved their system silos and expanded their integration offering. Excelacom concluded that the SMB and Enterprise products had to be integrated into existing processes and technology platforms in order to succeed.

Our approach to success was not be evaluated by the capabilities of a single department. Instead we focus on the success of a company by introducing a complete lifecycle from lead to cash, with special emphasis on user experience.

Project Outcomes

The project's key objective was to improve operational efficiency, which was caused by poorly organized systems that created silos between departments. Excelacom has successfully implemented the following:

  • Comprehensive solution for Enterprise Order Entry, Order Management and Order Fulfillment for delivery of traditional and NGN services.
  • Product management for creation of enterprise services, supporting Metro-Ethernet, Advance Voice, SDWAN and Managed Services.
  • Process automation utilizing a holistic approach to streamline people, systems and processes, to increase efficiency and reduce number of order fallout. Century Analytics enabling them to track orders, projects, and the work progress of teams and individuals.
  • Rich Data Visualization using custom dashboards and scheduled Notification alerts to access real-time data without dependency on IT.