Case Studies Overview
Many carriers have chosen NDA to help improve their quoting and sales process efficiencies. Here are a few examples illustrating the extraordinary results achieved.
TELUS is the largest telecommunications company in Western Canada and the second largest in the country. TELUS provides a wide range of wireline and wireless telecommunications products and services including data, Internet Protocol (IP), voice, video and entertainment services. Their wholesale division, TELUS Partner Solutions, supports service providers around the world with connectivity, consulting and outsourcing services.
The Business Challenge
TELUS Partner Solutions wanted to improve its quoting process for service provider clients. The existing semi-automated process was becoming resource intensive because many clients required multiple quotes for large network design projects. As part of the enhancement, TELUS also wanted to accelerate turnaround times to ensure faster response and closing cycles. There was also a desire to centralize quoting to improve tracking and reporting capabilities.
TELUS chose to automate the quoting process to achieve its objectives. After investigating solution options, TELUS chose NDA because of:
- NDA's knowledge of telecom pricing issues
- Previous positive experience with NDA's products
- NDA's experience with other major carriers
- The solution’s simple maintenance and adaptation to ongoing change
Solution Provided by NDA
NDA's solution for TELUS, the Customer Facing Pricing Tool (CFPT), is a web-based, TELUS-branded application that allows customers to instantly create and save private line quotes (Today, CFPT also quotes Carrier Ethernet Optical, Carrier Ethernet Switched, IP VPN and Carrier WAN products). Customer-specific rates are automatically applied as appropriate. If pricing requires TELUS review or customers have questions on quotes, a TELUS rep is notified with the click of a button.
In less than a year of CFPT implementation, TELUS' quoting resources have decreased by 90% and turnaround times for quotes requiring manual intervention have decreased from 48 hours to 12 hours. Quote volumes have also almost doubled.
Internal TELUS team members also use CFPT to view customer-generated quotes, create quotes and engage product management when required through CFPT's workflow capability. Internal users also have additional functionality including entering special pricing and creating reports on quoting activities. Win/loss activity is also tracked for management review.
NDA monitors tariff changes on a daily basis and provides bi-monthly updates to CFPT. TELUS is able to update proprietary rates and service availability indicators without programming. NDA customized CFPT for TELUS in six weeks.
CFPT was released to customers in January 2008. TELUS' customers were pleased to have access to CFPT to be able to quote at their discretion, receive instant pricing and do “what if” scenarios. CFPT is now a critical tool in TELUS' daily operations.
Louis Wei, Product Manager responsible for overseeing CFPT's use at TELUS, is impressed by the solution results. "In less than a year of CFPT implementation, TELUS' quoting resources have decreased by 90%, and turnaround times for quotes requiring manual intervention have decreased from 48 hours to 12 hours. Quote volumes have also almost doubled." When asked about TELUS' satisfaction in working with NDA, Louis remarks, "We are very satisfied with NDA's service. NDA is very quick to respond to questions and issues. We find the trouble ticketing system really valuable, and I've seen very fast response times."
Boundaries are disappearing. Businesses operate with fewer borders. People everywhere communicate more freely and more frequently than ever before. The e-world. A trillion dollar global communications market. It’s today’s world.
Global Crossing Ltd., (NYSE:GX) recognized that to make it all work – to make the global economy soar – today’s world needed something better than yesterday’s networks. By mid-2001, Global Crossing will have more than 100,000 route miles, reaching five continents, 27 countries, and more than 200 major cities, thereby providing integrated telecommunications solutions over the world’s most extensive global IP-based fiber-optic network. This unmatched network lets Global Crossing offer customers, many of whom are the world’s largest corporations, a constantly expanding suite of services, providing a full range of managed data and voice communications solutions, throughout the Americas, Europe and the Asia/Pacific region.
Alternately, Global Crossing recognized that today’s unique business challenges required something better than yesterday’s standard software programs. Which is why they embraced NDA’s Account Management System (AMS) as the right solution to tackle the new economy’s demanding business environment (Today, AMS is known as Sell-n-Serve).
Frederick Paine is a Senior Manager of Infrastructure Product Development in the Global Product Development Group. Fred discusses the business challenges his Global Crossing team faced and how AMS addressed those needs and exceeded expectations.
AMS Product Scope and Architecture
Global Crossing and NDA have been doing business since 1999. In this time NDA has met or exceeded all expectations with speed to market, pricing accuracy, system performance, quick data turnarounds, flexibility to changing requirements, and providing world class innovative solutions to handle the complex telecom world of today. NDA's AMS system is the benchmark within Global Crossing for how things need to be done.
At Global Crossing, Account Management System (AMS) is a consultative selling solution deployed to decrease the sales cycle time by providing up front validations for network designs and pricing. The AMS design also allows each Global Crossing Product Manager to have complete control over their products’ pricing strategies, providing the necessary granularity to achieve profit maximization. AMS also supports extensive reporting structures allowing senior management to snapshot pre-sales trends and obtain information down to the individual and circuit level.
The current design of AMS is entirely web based, built on highly redundant software and hardware architectures and accessible from any location within the Global Crossing Intranet.
The Business Challenge
Global Crossing's product sets and customer base has been expanding at an ever-increasing rate. With this expansion the functionality and complexity required for managing customer relationships, pricing and the telecom infrastructure has also increased tremendously.
The AMS Solution
AMS provides a centralized data repository where all prices, discount structures, business rules and promotional plans are stored. Any modifications performed at this singular data location automatically are in place at the very next login by the Sales Rep. AMS provides a centralized control structure for pricing for all data products.
With a single point for rich pricing, engineering infrastructure, sales and customer specific data, AMS has quickly become the 'data master' for most other applications in Global Crossing.
By providing a standardized legally approved proposal document Global Crossing is able to present a singular professional image to all our customers. Moreover, AMS provides a singular data storage site from which Pre-Sales demographics can be obtained. This data is also stored in standardized corporate approved formats (HTML, Word, Excel, Visio).
AMS provides a consistent informational sharing schema and is a totally electronic solution. Complete information can easily be shared throughout the organization via the software itself or general business mail tools.
AMS also provides built-in Engineering rules that provide up-front validation preventing many common errors and increasing the accuracy of the solution. This up-front validation thus greatly speeds up the validation process, as fewer checks need to be performed. AMS electronically submits the order information into the backend support systems eliminating completely the need for printed order forms. This greatly reduced the sales cycle time as there is no longer a need for any manual re-entry of information and as such, many errors are avoided.
Global Crossing identified a number of factors in selecting NDA as their vendor:
- Reputation - NDA is world-renowned and provides data support for all major telecom carriers.
- Cost - The AMS solution provides a complete CRM (Customer Relationship Management) package specifically tailored to the telecom environment costing a percentage of what other CRM packages of this caliber require.
- People - NDA is staffed by some of the best minds in the software and telecom industries. The majority of NDA's staff have advanced degrees (PhD's) as well as certifications in all the major development environments.
- Open Architecture - AMS is designed in a modular format allowing for easy integration into existing legacy systems (Back Office). AMS also provides a simple, open interface for either sending or receiving data in many formats including XML, HTML, Microsoft Excel, MS Access, and flat files.
- Non-proprietary Technologies - NDA utilizes only standard off the shelf technologies (IIS, Oracle, JAVA, HTML, etc.).
- Flexibility - NDA customizes their product to exactly meet the requirements of all Global Crossing Business groups worldwide.
Objective AchievementsBusiness Achievements Cost Saving Achievements Product Achievements
NDA's AMS has been in full production supporting the entire Global Crossing sales force since the end of 1999. Global Crossing will continue to expand the global AMS install base and further integrate the AMS solution into more and more of the operations infrastructure. Furthermore, we plan to continue to expand the capabilities of AMS as they have shown tremendous capabilities to integrate their product with other vendors and internal systems.
Facing an intensely competitive market, ARBROS Communications, a relatively new communications provider serving the mid- and northeastern American states, had been looking for a system to help its sales force of 160. Since the company's inception in 1999, the sales department had used a combination of manual and semi-automated systems to support quotations, contact management, field pricing, rate maintenance and network inventory. ARBROS needed an all-in-one system that could be easily customized and was easy to use. Most of all it wanted a scalable product that would grow as the company expanded.
We can offer more services than we ever could before by using this tool. That's the advantage right out of the gate.
The Sales & Marketing department was contemplating a purchase when they saw a demo of the NDA Account Management System (AMS), currently known as Sell-n-Serve. "NDA came in and blew away all the other contenders," says Gerard Adore, Senior Manager for Product Marketing at ARBROS. "It was a complete solution, one that we could grow into as we moved forward as an organization." Adore and his team recognized AMS as more than just a pricing tool. AMS can handle order processing, contact management and can interface to third party mapping products, to help determine product availability at any given location.
Comprehensive Quotation System
At times, sales staff were using up to four different software applications for items such as marketing material, contact management, and preparation of proposals and pricing models. Furthermore, ARBROS staff used to prepare some quotes manually, going to a map to calculate mileage for a proposal.
"To have someone go on the pricing system and automatically feel comfortable navigating it, that was what made me look at NDA closer."
Looking for an alternative, the sales department drew up a list of requirements that included a common user interface, accurate pricing using current tariff information, customizable quotes and proposals, and the ability to tie into legacy systems. Most important, ARBROS wanted a consolidation of services in one tool. NDA's solution was the Account Management System (AMS) a Client/Server, NT/Oracle application.
AMS is a web-based, integrated quote, proposal, order request, rate maintenance, order processing and network inventory system for data, voice and managed services. Carriers gain enterprise-wide access to Customer Profiles and Rate information from a centralized server to ensure enhanced control and consistency in Pricing and Customer data. AMS features: Customer Profiling and Contact Management, Network Planning, Competitive Pricing, Standard and Special Plans Pricing, Rate Database Maintenance, Quoting, Proposing and Order Requesting, Funnel Management and Order Processing/Workflow Management.
"It is a complete solution," exclaims ARBROS' Gerard Adore. "We’ll grow into NDA's solution as we move forward as an organization. This is where and how we need to grow and NDA gives us the best ability to shape the way we’re going to operate."
Through XML, AMS can easily interface to front and back office applications. AMS is integrated with other productivity improvement applications like Word, Excel, PowerPoint, VISIO & MapInfo.
Accuracy of Quotes
AMS has a single, centralized database for pricing, which is managed at the corporate level with the proper implementation of design rules. The competitive tariff database is extensive with over 3000 US, Canadian and International tariffs. For the US, all RBOC, IXC and most independent Carrier rates are supported and updated twice per month by NDA. AMS comes with a powerful Tariff Editor for easy rate, discount plan, POP, mileage and NPANXX data maintenance. With the Tariff Editor, updates, changes and even the addition of new Carriers and their rates can be added in-house without any programming.
"If a sales person is comfortable with the information they get with a pricing system, then they're that much more confident of winning over the business. NDA has given us the chance to change the way we do business."
Gerard Adore explains his choice of NDA's Account Management System, "We are focused on data services, and in order to price our data services we needed the ability to price distance-sensitive tariffs. The accuracy of pricing is exceptional. AMS has exceeded our expectations."
"We didn’t have the ability to price out distance-sensitive or mileage-sensitive services, particularly data products. That was putting us at a huge disadvantage in the market. Since we installed AMS we've been able to close more business which means we're more competitive."
AMS allows telecom carriers and resellers to confidently prepare quotes. Competitive pricing depends on reliable tariff data and intimate knowledge of carrier services. NDA has been providing accurate and consistent pricing and network design software to the largest telecom carriers since 1983.
Professional Looking Quotes – Customized to match your existing marketing material
A key feature of AMS is that it is easily customized to incorporate a provider's exact rates, services, facilities and terminology. "NDA was the only company that met 100% of our needs from a customizable perspective," states Gerard. "When we generate a proposal, AMS gives us the ability to include information on our company and other products we're selling."
AMS enables the creation of Quotes, Proposals and Orders. Once the quote is approved, the proposal and order request can be automatically populated and generated. AMS captures order issue date, due date, and actual installation date. The Quotes, Proposals and Orders can be tailored to any carrier's specifications with minimal customization.
Once an order has been created, using Workflow Management, AMS sends the order to various departments in series or in parallel for implementation and approval. Approvals, rejections and delays are tracked and the customer's netowork inventory is automatically updated when orders have been completed.
Sales Managers and Account Managers can generate sales reports instantly for Quotes, Proposals and Orders by Month, Year, Representative, Customer, and Service for dollar amount Issued, Sold, Lost, and Expired.
ARBROS® Communications, Inc., founded in March 1999, is a facilities-based integrated communications provider serving small and medium businesses in the northeastern United States. ARBROS offers an integrated package of voice, data and Internet communication services and seeks to provide exceptional customer service to businesses traditionally underserved by incumbent and competitive local exchange carriers. ARBROS is headquartered in Silver Spring, Md., with facilities in Washington, D.C., Landover, Md., Richmond, Va., Northern Virginia, Baltimore, Philadelphia, Pittsburgh, Harrisburg, Pa., Newark, N.J., New York and Boston.
Network Design and Analysis Corporation (NDA), based in Toronto, Canada, provides customized Network quotation, inventory, account management and order processing solutions to Telecommunications Carriers and Resellers. Since its foundation in 1983, NDA has focused on network pricing, optimization, order processing and inventory management applications. NDA has developed expertise in interpreting, implementing and maintaining telecommunications rates for over 30 years. NDA is working closely with many carriers like Verizon, CenturyLink, NTT, etc., to drive enhanced productivity and reduced operating expenses.