How CloudSense helped a Tier-1 operator restore $300K in revenue in days

Background

A Tier-1 quad-play operator in North America serves millions of broadband, TV, mobile, and fixed-line customers. Following a strategic acquisition aimed at expanding enterprise services, the operator inherited multiple legacy systems and applications—adding new layers of complexity to its sales operations. CloudSense CPQ, built on Salesforce, continued to support key quoting workflows, but the expanded IT stack created friction. This created a clear opportunity to use AI to increase speed, reduce risk, and restore operational flow.

The Challenge

After a new functionality was introduced into the operator’s quoting environment as part of a change request, unexpected disruptions began to occur: quotes failed, pricing fields misaligned, and order approvals stalled. While CloudSense CPQ and Salesforce continued to perform as designed, the expanded complexity introduced by the change created cascading errors that became difficult to manage manually.

Sales teams were impacted immediately, with nearly $300,000 in booked revenue blocked and an escalating number of support tickets logged. With each quote taking hours to fix, the operator needed a rapid, reliable way to diagnose and resolve quote-level issues—without pausing core operations or introducing more risk.

The Solution

CloudSense recommended deploying an AI-powered quote validation agent to resolve the backlog quickly—without disrupting core systems. The solution was developed using Totogi’s BSS Magic platform, part of the TelcoDR innovation portfolio.

At the heart of BSS Magic is a telco-specific ontology—an AI-generated data layer that maps business processes to create a digital twin of the operator’s environment. This enabled CloudSense to deploy a purpose-built agent capable of parsing documents (including DocuSign agreements), identifying quote 
errors, and generating precise corrections. The agent then validated and wrote the fixes directly into the Salesforce + CloudSense environment.

The project required no invasive changes or migrations. The agent was live in under 7 days—and within 24 hours, it had cleared the backlog that had disrupted quoting and blocked revenue. Fix times dropped from over 5 hours to under 30 minutes per case.

This rapid deployment not only unblocked critical revenue and relieved pressure on IT, but also laid the foundation for embedding scalable, telco-specific intelligence into CloudSense’s CPQ delivery.

Benefits and outcomes

The AI agent delivered rapid results: quoting workflows were stabilized, revenue was unblocked, and manual effort dropped dramatically.

By automating the detection and correction of broken quotes, the operator reduced support strain and restored confidence across sales and IT teams. The agent was easily extended to new quoting scenarios, proving its scalability and low impact on existing systems. This success paved the way for broader AI-driven enhancements across CloudSense quoting workflows.

Key improvements included:

This solution not only restored order—it validated CloudSense’s role as a CPQ platform evolving with embedded AI for telco complexity.