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Telecom - Engagement Process
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Canada’s second largest telecommunications company who provide a full range of advanced communications services for home, the workplace, and people on the move. The Custom Solutions business unit focuses on large complex customized voice and data outsourcing, and the Engagement Managers (EM’s) are responsible to take a sales lead and convert it to a customer contract.
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Experiencing a period of rapid growth, the Client discovered that they were unable to quickly move qualified leads through the system to a signed contract; the process was not happening rapidly enough and there was considerable rework. As these transactions are complex and can involve a significant number of resources to complete, the process needed to be well understood by everyone involved.
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BICS was brought in to facilitate process mapping and extensively document the process and train key stakeholders directly and indirectly involved. BICS created a manual of the process which included flow charts, roles and responsibilities, key metrics for the process, glossary of terms, etc. BICS also created wall-sized posters of the process to help the organization effectively communicate that to the Team.
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Training of the sales resources occurred, moving increased leads into the funnel, which were quickly moved through the process. Cycle time and rework were significantly reduced.
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