Client Overview
Our client, a leading telecommunications company, faced significant operational inefficiencies within its sales and order management process. Despite being a major player in the industry, their sales team relied on outdated manual processes, leading to long wait times, high support costs, and delays in revenue generation.
With 200+ sales representatives struggling to process orders in real time, the business saw a surge in support tickets and IT intervention requests—adding unnecessary overhead costs and slowing down the entire sales cycle. They needed a scalable, automated solution to optimize workflow efficiency and eliminate bottlenecks.
The Challenge: Bottlenecks in Sales & Support Operations
Key Pain Points Identified
- Manual Order Processing: Sales reps had to manually validate, enter, and process orders, causing delays in transactions and lost sales opportunities.
- Excessive Wait Times: Any discrepancies in order entries required IT support intervention, resulting in up to 48-hour delays before orders could be submitted.
- Escalating Support Costs: The inefficiency of the system led to an overwhelming influx of support tickets, increasing IT workload and operational expenses.
- Limited Sales Productivity: Time spent troubleshooting order issues took focus away from core selling activities, directly impacting monthly revenue targets.
These challenges made it clear that manual processes were no longer sustainable for the organization. A streamlined, automated approach was the only way forward.
Our Solution: Process Automation & Self-Service Workflows
Acute Professional Services was brought in to design and implement an automation-first approach to transform the company’s sales operations and order processing workflows.
✅ Step 1: Conducting a Deep-Dive Pain Point Analysis
- Engaged with sales representatives, IT support teams, and leadership stakeholders to map out inefficiencies in the existing sales process.
- Identified high-friction areas, including common errors leading to support escalations and frequent causes of order rejections.
- Prioritized key bottlenecks that needed automation to reduce sales downtime.
✅ Step 2: Developing Strategic Automation & Self-Service Tools
- Designed and implemented a self-service troubleshooting portal to allow sales teams to quickly resolve order issues without IT support.
- Developed automated data validation scripts to reduce human errors in order entry.
- Integrated real-time sales dashboards, giving visibility into order statuses, error logs, and troubleshooting guidance.
✅ Step 3: Phased Rollout of Automation Over 12 Months
- Phase 1: Launched a pilot automation module with a small sales group to test effectiveness and gather feedback.
- Phase 2: Scaled automation tools across multiple sales teams, with training workshops to ensure adoption and usability.
- Phase 3: Fully deployed end-to-end process automation, reducing dependency on IT and streamlining order processing across the company.
Results & Business Impact
The implementation of automation and self-service workflows delivered transformational results, with clear, measurable benefits to the organization:
✅ 95% Reduction in IT Support Tickets
- Sales teams could now resolve order issues independently, eliminating the need for IT intervention.
- Monthly support tickets dropped from thousands to just a fraction, freeing up IT teams for higher-value projects.
✅ Drastic Reduction in Wait Times
- Eliminated 48-hour delays, allowing sales reps to process orders in real time without bottlenecks.
- This resulted in faster revenue recognition, enabling sales teams to close deals more efficiently.
✅ 300% Cost Savings Over 5 Years
- Reduction in IT support workload led to substantial cost savings on IT operational expenses.
- The self-service solution cut redundant labor costs while boosting sales efficiency, delivering an estimated 300% ROI over five years.
✅ Enhanced Sales Productivity & Employee Satisfaction
- With sales reps no longer burdened by administrative delays, they could focus on selling and customer engagement.
- Employee satisfaction scores increased significantly, reducing frustration and improving morale.
Conclusion
By leveraging AI-powered automation and process optimization, Acute Professional Services helped one of the largest telecom providers overcome operational inefficiencies and maximize sales efficiency.
✔ Sales teams are now empowered with self-service tools.
✔ IT support costs have been dramatically reduced.
✔ Revenue cycles are faster, smoother, and more predictable.
If your business struggles with manual processes, high operational costs, or sales inefficiencies, our team can help design a custom automation solution tailored to your needs.
📞 Let’s talk about how we can streamline your operations today!