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 included several key steps to improve their operations:
Commission System Integration:
Select Communications works as a telecom broker, linking customers with different providers. Their commission system is complex, with rates that vary by provider, sale size, and region. Inside their CRM, we built multiple commission calculators using the parameters they provided. These calculators not only determine commissions but also compare them against actual payments. As a result, managers can review estimates for each account and deal with ease.
Zoho Desk Implementation with SLAs:
Their Service Level Agreements (SLAs) needed a unique setup. Instead of triggering alerts based on actions, they wanted alerts based on inaction. We used Zoho Flow to make this possible. SLA notifications now appear as ticket comments rather than standard emails. Tagged comments instantly notify the right team members.
Management Dashboards via Zoho Analytics:
We built several dashboards to strengthen lead management and improve the sales team’s approach. These dashboards gave leaders better visibility into performance and led to a clear boost in lead quality.
Task Automation for Deal Stages:
To maintain sales continuity, we automated task creation whenever a deal stage changed. Reps often skipped this step, so the system now checks automatically. If a rep fails to add a task within three minutes, the system creates a prompt asking them to define the next step.
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.
Jason Price – COO Select Communications
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!“
