CPI Implements Back Office Automation
The Challenge
Founded in 1997, CPI Communications is a leading authorized agent for dynamic telecommunications providers. As CPI grew their business they realized the complexities and the importance of managing data and paying accurate commissions to their partners. As is typical with other master agents, CPI needed to provide timely and accurate turn ups for their customers and payments to their reps and partners. A solution outside of simple excel spreadsheets was needed.
Our Solution
CPI hired a Process Pro to delve into these back office issues and come up with a solution. After much investigation into the processes and how different carriers handle orders and payout commissions, it was determined that RPM Telco was the best solution. It was also clear that while RPM specialized in handling all commission complexities there was more to the tool for handling other process in the company. In 2006 CPI implemented RPM for tracking order information from contract signature to turn up and through to the commissioning life cycle.
For the order process CPI built in their own custom fields that allowed them to create reports for tracking time lines and ensuring successful installations. They built in global tasks to remind support staff of critical steps and delivery dates. All of this allows their partners to track the order process and receive communications if additional information is required.
For the commissions, business partners of CPI can view their commissions being paid and they can also view orders that have not yet been paid out. If their are any discrepancies, CPI's commissions manager can note the account and address the problem. Commissions are tracked to the penny and to the exact date expected.
CPI took RPM a step further by creating a CRM function within the software to track prospects and opportunities. CPI's director of sales can view each rep or partner's funnel in order to offer assistance with promotions and expertise when needed. Included with this is a quoting tool where quotes are completed and housed for easy reference for all prospects. This tool within RPM can track multiple quote details including quotes from multiple carriers for multiple products.
Results
The success of RPM is described by Ronda Perry, "From beginning to end, RPM has allowed CPI to track prospects, quotes, customers, orders, turn-ups, commissions and disputes with ease. No more searching for revenue or wondering if and when we will be paid. Our reps and partners have visibility to all information regarding their customers and orders (and the information is private from other reps and partners). The RPM Software team has always been there to help with set-up and up-grades. Their help desk is second to none with immediate responses to issues. CPI Communications plus RPM Software equals success!"
Future Plans
CPI will continue to expand their use of RPM as new features and functionality are added. They will also be participating in a panel at the Channel Partners Show in Washington this fall on the topic of "Automating the Back Office". Here they can help others understand how they have been successful in their own process automation and how they concluded RPM was the best software solution for their needs.