Select Communications – Case Study

Executive Summary

Select Communications operates within a brokerage model, offering cutting-edge technology solutions. With a dedicated team of approximately 30 professionals, they expertly handle hundreds of deals monthly. As a fully remote and agile enterprise, Select Communications serves clients all over the United States. Their unwavering support team works diligently on each project, ensuring that the selected suppliers always deliver on their promises and uphold the standards that clients expect.

The Challenge

“We struggled with customization, analytics and workflows. We needed help building reports dashboards and ticketing processes. We also needed help keeping our data clean.”

Jason Price – COO Select Communications

Implementation

Select Communications’ implementation encompassed several key elements to enhance their operations:

1. Commission System Integration: Select Communications acts as a broker for telecommunications, connecting customers with various providers. The commission system in place is intricate, with commissions varying based on the provider, sale size, and region. Within their CRM, we developed multiple commission calculators based on the parameters they supplied. This system not only calculates commissions but also contrasts them with actual payments, providing estimates on an account-by-account and deal-by-deal basis.
2. Zoho Desk Implementation with SLAs: A unique aspect of their Service Level Agreements (SLAs) is that they are tailored to trigger notifications based on inactions, rather than actions. We utilized flow to actualize this feature, ensuring that instead of traditional email alerts, SLA notifications appear as comments on the ticket. These comments, tagged appropriately, notify the pertinent individuals.
3. Management Dashboards via Zoho Analytics: Several management dashboards were developed to bolster lead management and refine the sales team’s approach. This has led to a notable enhancement in the quality of leads.
4. Task Automation for Deal Stages: To ensure continuity in the sales process, whenever a deal stage changed, the client desired a system that prompted the sales representatives to detail their next steps. Observing that the sales reps often overlooked this step, we automated a function. If, after three minutes, no task was added for a particular deal, the system generated a prompt tasking the representative to add a task.

Results

“Zenatta has helped us bring all of our commissions into a centralized dashboard so that a single person can audit thousands of lines of financial reports. We can see immediately where the gaps are and address them quickly.

Without their help, we would have had to scale our team to an extent that would have cost us hundreds of thousands of dollars a year, and I doubt we could have done it with the effectiveness or accuracy of their systems. Absolutely fantastic job!“

Jason Price – COO Select Communications