Introduction

Over the past few months the RPM Telco operations team have collaborated with Intelisys to build an updated Out of the Box (OTB) setup. The OTB will be used for new RPM Telco subscriptions and geared towards our ideal subscriber profile, who are small to mid sized telecom sales agencies selling through master agents. After meeting internally and compiling the most commonly used processes and use cases, we have developed an extensive makeover with the processes and setup included in the new OTB. With Nexus launching sometime in the near future, we have factored this into how the processes are split out and included a set of master list processes as shown at the end of this document. The purpose of this document is to provide a description of each process and how we see them being used by our new subscribers and potentially integrated into our existing subscribers setup.


Processes


Customer Lifecycle

Opportunities 

This process allows users to set different status levels based on the progress made with each prospect. The Opportunities process makes use of repeating fields to allow us to quote multiple times on the same Lead. 


Our default assumes a sales cycle where after a Quote an Order will start and any additional quoting and Order starting can happen on the same Opportunity process.


Orders

The Orders process is the most variable of processes between our subscribers with regard to the information being tracked. Our current order process allows subscribers to track the granular data that goes into each order.


We have implemented the functionality of tracking location details, where subscribers can input all of the MACD’s and changes that happen throughout the lifespan of the order that result in an updated total order MRC. This provides a history of those changes and allows for reconciliation to function properly.


One of the most commonly used workflow functions within our order process is firing action triggers off of fields in the critical dates section, where users can receive email notifications based on things like contract renewal and expected first commission dates.


Location Details

Tracking customer locations as its own process allows you to get more detail into which products and orders are tied to each location.


Order modifications were implemented for two main reasons. First, it allows our reconciliation functionality to be more effective by combining multi-location orders with the same billing account number into one master order. The reason this needs to be done is because RPM needs a 1:1 ratio between a billing account number and order for the reconcile to function correctly. Second, tracking the “MACD’s” or Order Modifications throughout the lifespan of an order creates a history of all of the changes that take place over the term of that order. We did not previously have a history of why the MRC was changing.


Customers

A process used to track all of the associated contacts, orders, locations, and communication touches associated with each individual customer.


Professional Services

The Professional Services process was designed to track billing and contact information for any professional services used and to provide a description of what work is being performed. This process allows subscribers to compile all of the previously used consultants and act as a reference point for any future needs. 


SPIFF Tracker

The SPIFF Tracker is used to track SPIFFS on any applicable orders. This is a more detailed way to stay on top of what is owed to agents as the reconciliation tool only tracks the MRC/net billed and not the SPIFF commissions.


This process allows partners to set up the necessary workflow to make sure they are actually receiving the SPIFF and provides a history of all the SPIFFs received in the past from various suppliers.


Company Success

Customer Success Plan

A process intended to track the future success plans for each customer, including information like customer objectives, potential challenges moving forward, milestones and action dates, and the success criteria required to meet each success plan.


NPS

This process is used as a way for users to enter an NPS, or Net Promoter Score rating based on how likely they would be to recommend RPM Telco to others in their network. The rating is based on a scale of 1-10. 


NPS Results

A process that will summarize the NPS entries through various formula fields to present the averages of the scores entered into the NPS process above.  


Primary Agent Feedback

This process allows users to track the communication and overall rating of each individual primary agent based on a number of different factors such as the strength of their supplier portfolio, interactions with channel managers, effectiveness of support, and so on.


Primary Agent Suggestion Box

This process provides a way for users to track suggested improvements for the various primary agents they are working with.


Supplier Feedback

A process used to track feedback received from the various suppliers the subscriber is working with. 


Communication

Communication Touch

The “Comm Touch” process allows users to track any form of communication that is going on with either a customer, agent, or supplier. Through this process you can also set follow up action items for other users within a subscription.


Contacts

A process for tracking all of the contacts users are communicating with. Specific information such as contact info and personal info such as hobbies, birthdays, etc can also be entered in this process.


Agency Lifecycle

Agency Prospects

Agency Prospects is a way to track which agencies the subscriber may want to build a partnership with in the future. Within this process, subscribers can track which suppliers and solutions the agency prospect is currently selling, and more information related to their partner profile. 


Agencies

The Agencies Process allows subscribers to track more detailed information under each agency that can be used in API integrations and to tie into the future buildout of Nexus. The existing agency page in RPM allows users to add basic fields to capture more information, however this info cannot be referenced in other processes which is why we have included a separate agency process. 


Agency Onboarding

A way for subscribers to track the different agents that are being onboard and the administrative duties required for a complete onboarding process.


Support 

Commission Inquiry (Agent)

A process designed to enter and track commission inquiries that arise as payments are being calculated and passed through the channel each month. The reason we have split the commission inquiry process into 3 separate categories for Agent, Master Agent, and Supplier is to allow for the flow of data in the functionality of Nexus. Depending on where a new subscriber falls into the channel and what type of company they are, they will move forward with that corresponding process and archive the other 2 (Agent, Master Agent, Supplier).


Commission Inquiry (Master Agent)

A process designed to enter and track commission inquiries that arise as payments are being calculated and passed through the channel each month. The reason we have split the commission inquiry process into 3 separate categories for Agent, Master Agent, and Supplier is to allow for the flow of data in the functionality of Nexus. Depending on where a new subscriber falls into the channel and what type of company they are, they will move forward with that corresponding process and archive the other 2 (Agent, Master Agent, Supplier).

Commission Inquiry (Supplier)

A process designed to enter and track commission inquiries that arise as payments are being calculated and passed through the channel each month. The reason we have split the commission inquiry process into 3 separate categories for Agent, Master Agent, and Supplier is to allow for the flow of data in the functionality of Nexus. Depending on where a new subscriber falls into the channel and what type of company they are, they will move forward with that corresponding process and archive the other 2 

(Agent, Master Agent, Supplier).


Supplier Lifecycle

Supplier Prospects

This process is intended for the master agent to note which prospects they may be interested in working with depending on the products and services they offer, and the corresponding commission agreements.


Suppliers

A process simply used to house all of the various suppliers the subscriber is working with for referencing purposes.


Get to Work!

Internal Task Board

The Internal Task Board is a process designed to assign tasks to internal staff users and ensure deadlines are met and progress is being tracked for the different tasks at hand. Automated reminders can then be set up in workflow to ensure employees are progressing through their action items.


Sales Management

Sales Activities

Sales Activities is a process used for salespeople to enter all activity related to interactions with prospects and opportunities. Tracking sales activities is commonly used for a couple of reasons. First, it allows salespeople and managers to evaluate if weekly prospecting goals are being met. Second, it provides a history of all communication for salespeople to refer back to before going into future calls with that prospect or opportunity.


Sales Activities are the foundation to build metrics into how many interactions are required over the course of a week, month, quarter, and year for a salesperson to meet their financial goals.


Salesperson Monthly Prospecting Goals

A process for salespeople to enter their monthly prospecting goals, broken down by each interaction type and comparing the goals against the actual sales activity completed by the salesperson. The progress on total prospecting behavior can then be tracked via formula field to evaluate the progress on prospecting activity over the course of the month.


Salesperson Quarterly Prospecting Review

A process designed for the salesperson to reflect on the previous quarter and evaluate whether or not the prospecting activities that were completed were the right behaviours, or if there are changes that need to be made moving into the next quarter. 


Salesperson Weekly Funnel Review

A process where the salesperson can enter a breakdown of their existing qualified opportunities into a 30, 60, and 90 day expected closing date. This process is commonly used where the salesperson can inform the rest of their operations team on the opportunities coming down the pipeline and more effectively plan future kickoff and implementation meetings.


Salesperson Weekly Prospecting Goals

A process for salespeople to enter their weekly prospecting goals, broken down by each interaction type and comparing the goals against the actual sales activity completed by the salesperson. The progress on total prospecting behavior can then be tracked via formula field to evaluate the progress on prospecting activity over the course of the week and determine if the salesperson met their goal.


Salesperson Weekly Recap

A process designed for the salesperson to reflect on the past week, and compare the actual activities that took place against what they said they would complete at the start of the week. This process form also allows the salesperson to note any important takeaways from the week and changes they want to make moving into the following week.


Marketing

Event Budget

The Event Budget was designed to track the budget needed for the various marketing events taking place. This process allows subscribers to evaluate whether or not each marketing event is worth the associated cost and provides a history of who has contributed to sponsorship efforts.


Marketing Assets

Marketing Assets is a process simply used to track what type of marketing is taking place, such as videos, one page slicks, website images, and so on. This will eventually allow subscribers to determine their most effective forms of marketing based on what audience they are targeting.

Marketing Effort Tracking

A process used to track the type of marketing effort taking place such as golf tournaments, email campaigns, trade shows, and so on. Subscribers can summarize the goal of the marketing effort and general strategy behind each initiative.

Marketing Ideas/Opportunities

A process for users to enter their marketing ideas and describe how the initiative would roll out along with the proposed implementation date.

Marketing Intake Form

A process that allows users to enter marketing requests for things like ordering new business cards, updating website content, campaigns on social media, and so on.


Sales Tools

30 Second Commercials

A process used to reference the salesperson 30 second commercial, sometimes referred to as an elevator pitch. It is important for salespeople to continually review and update a 30 second commercial; this process allows users to create and update these pitches as time goes on.

Pre-Call Plan

A process designed to allow the salesperson to go into each meeting prepared with a specific plan, depending on what type of meeting is taking place. A common example is planning for a discovery meeting, where the salesperson would enter the contacts that will be present, possible conversation points, and the corresponding responses they will come prepared with based on the possible questions that will come up.

Prospecting Call Scripts

A process used by the salesperson that will plan out the prospecting calls in advance. Depending on who the salesperson is contacting, they may want to slightly adjust their introduction or 30 second commercial; this process will allow them to do exactly that and create a reference for future calls.

Question Bank

This process is used to house all potential questions a salesperson may ask a prospect. The Question Bank can break down what type of questions may be asked, such as Exploratory, Diagnostic, Presumptive, Forced Choice, and Negative Reverse. Having a reference point and tracking all of these questions allows salespeople to quickly audible and ask the most effective questions during each sales call. 

Sales Library

A process designed to house all of the various sales resources being utilized by a sales team. Common examples include books, websites, Linkedin content and youtube videos.


Operations

1099 Contractor Management

1099 Contractor Management is used to track the contractors hired out for various projects. This will allow users to track the dates of the job the contractor is hired for, expenses, job description, and so on.   

Account Access

Account Access is a way for subscribers  to track which employees require access to specific software, services or accounts. This process would allow the supervisor to be notified as the employee requests access, and either approve or reject each entry.

Accounts

A process used to house which employees have access to which accounts, and the specific type of access granted. This process references the details entered into the Software, Services and Accounts process listed below.

Evolution

The Evolution process is used to track anything that negatively affects or has the potential to impact a customer. This could be an interruption of service, poor support, a complaint, or miscommunication. There are two quality types, Service and Product. Quality issues can pertain to any aspect of our interaction with a customer at any time.

Lessons Learned

This process is used to track the lessons learned as a result of a specific Evolution process form that affected a customer.

Meetings

The Meetings Process is used for tracking meeting information such as meeting date, time, facilitators, and a description can be entered into this process. Based on the topics and discussion points entered into the meeting form, there may be specific action items for attendees to complete following the meeting.


Physical Items

A process used to keep track of all the physical items each individual employee has for their workspace. This allows subscribers to efficiently handle collection of physical items anytime an employee is terminated or needs a replacement of an existing item.


Purchase Requests

A way for users to enter purchase requests that will notify the appropriate party, which can then be approved or rejected. A common example is an upgrade to an employees office equipment, such as a new mouse, keyboard, monitors, or office chair.

Shipping Requests

A process allowing users to enter specific shipping requests and all of the details that will go into that shipment such as required dates, insurance needed, location information, and other details related to each shipment.

Software, Services, Accounts

This process tracks the software, services, and accounts being used within the company. Specific information related to each type can be tracked on the form, including vendor name, payment information, who purchased the service, and where the corresponding invoices will be sent to.


Primary List

The following “Master Lists” are used for referencing purposes when entering data into the processes listed above:

 

  • Business Development Activity Types

  • Business Units

  • Communication Participants

  • Communication Types

  • Customer Locations

  • Departments

  • Document Types

  • Event Cost Types

  • Event Types

  • Frequency

  • Inquiry Types

  • Marketing Request Types

  • Marketing Types

  • Meeting Types

  • Modification Types

  • Product Categories

  • Products

  • Project Type

  • Purchase Categories

  • Purchase Classification

  • Sold Through

  • States/Provinces

  • Task Type

  • Term Lengths



Document Management


Documents

As documents are created within a company, it can be difficult to track all of the future updates and new versions made over time. This process allows you to track all of the documents created and link them to each specific process.

Document Versions

A process used to track the details related to each version of the various documents in RPM, with information such as document type, purpose of the document, version number, date, and who approved the document version.

Document Revisions/Reviews

This process is used for keeping track of any reviews and revisions being made to the documents within a subscription. 

Document Acknowledgements

A process that can track if employees have read and acknowledged certain documents that are required reading and related to their role. 

Document Roles

A process allowing users to document the different roles in the company along with which employees are currently in those roles and the scope of responsibilities associated with those roles.

Document Update Requests

A process that allows users to enter a request to update an existing document. WIthin the request, they 

can explain the reason behind why an update may be required and submit the request for approval.


Legal

Addendums

A process designed to provide more detail into the various addendums included within a subscription. Users can also track if there is legal review and leadership approval required for each addendum.

NDAs

A process built to keep track of the Non-Disclosure Agreements made between other parties. This will allow subscribers to track the effective dates of the NDAs and notes related to each one.

Supplier Contracts

This process would be used by master agents and sales partners entering into agreements with suppliers allowing them to capture specific information related to each contract. The PDF file of the signed contract can be attached to each process form as an easy reference point any time it is needed in the future.

Vendor Agreements

A process allowing subscribers to house all vendor agreements in place. This process will allow users to enter the specific department the agreement relates to, type of agreement in place, effective dates and when the agreements were approved by the legal department.


HR

Employee Offboarding

This process allows you to keep track of all of the administrative responsibilities that go into offboarding an employee such as collecting company hardware/assets, storing documentation related to termination or notice, recording dates of offboarding and so on.

Employee Onboarding

This process allows you to track the dates and check off all of the responsibilities that go into onboarding an employee such as setting up email addresses, accounts, employee information, and storing the signed agreements for HR.

Employees

This process is the main point of reference to track the details of each internal employee. Basic contact information, emergency contact information and reference to the onboarding process are kept here. 


This process also stores information related specifically to that employee, such as Document Reviews, Required Reading, Acknowledgement, Accounts they have access to, and company owned items they are using.

Goals

A process used to track the goals set out by each staff user. Through SMART goal setting, this process form will allow users to write down the specific details of the goal, how they will measure and achieve it, and the dates they want to have this completed by. 

Hiring

A process intended to track the various positions being hired. This will allow subscribers to track the ideal dates the hiring process will take place, along with a description of the position and where the job opportunities are listed.

Kudos

This process allows users to send recognition to their colleagues when they are doing a great job and providing them with the “Kudos” they deserve. The recognized employee will receive a notification with a description of why they received the kudos.

Position Responsibilities

A basic process used to track the intended responsibilities under each position in the subscribers company. Over time, this makes it easier for hiring and posting future job openings, as there will be an updated reference of each position job description.

Positions

A process used to house all of the various positions that make up the company.

Potential Future Position Candidates

A process where subscribers can track the candidates that have applied for certain positions as jobs are posted. 

Quarterly Goals & Assessment

This process is used to break down the quarterly goals for staff users. The staff user and their manager can assess the progress on how each goal has been, or will be achieved with the corresponding attainment dates.

Short List

A process that allows the HR department to keep track of who is on the shortlist through the interview process and maintain notes for each candidate.


Quoting (Under Development)

Quote Aggregator

A process designed to house all of the quotes related to each opportunity reference.

Quote Details

A process that allows subscribers to track the details of each quote, including things like location name, address, who it’s sold through, supplier information, and the specific products and services associated with each quote.

Quotes

The Quote process was designed to capture the information related to each individual quote the supplier is providing to the end customer. We have decided to include Quotes as its own process outside of Opportunities, as it is necessary for the proper functionality in the buildout of Nexus. A Quote can be entered directly by an agent user, or the staff user can enter the form on behalf of the agent user for internal tracking purposes. 


Tracking Quotes in RPM allows subscribers to build a pipeline of expected MRR and gain deeper insight into the anticipated closing dates for potential deals in the sales funnel.