CSPs rely on CloudSense to deliver sales transformation

CloudSense is a premier provider of cloud-based CPQ and Order Management software, as well as related professional services, to enterprise level multi-channel Communications Service Providers,  across the whole telecommunications eco-system. From multi-site networks and mobility solutions, to security, cloud services and more, CloudSense has helped transform and streamline operations for a host of blue-chip customers.

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Why Telecommunications businesses rely on CloudSense

In order to remain competitive in this fast evolving digital landscape, CSPs need to be able to implement new strategies and capabilities.

With over a decade of experience, CloudSense brings expert knowledge of CPQ in telecommunications to meet the specific goals of CSPs. And unlike any other offerings, CloudSense optimizes sales and order management processes to deliver greater value to CSPs.

 

CloudSense enables businesses to:

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Manage complex B2B solution selling at scale

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Support complex solution selling

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Offer a mature self-service capability to customers

Built to manage complex B2B solution selling at scale

Industry services skills

Domain experience sets us apart. Our team of 150 plus solutions consultants shape every client engagement for success. Whether CloudSense is executing every step of an implementation or whether our team is working hand in hand with one of our Systems Integration Partners, we bring expert knowledge of CPQ in telecommunications to each engagement plan. This means a clear methodology for how to meet our client’s specific business goals. We’ll guide you on which steps to execute in which order so that you can minimize risk and release value faster.


The impact is tangible. When Canadian analyst firm, Info-Tech Research Group surveyed end users of CPQ software it released an independent review of feedback. CloudSense customers rated their service experience as exceptionally high with scores of 90% plus for effectiveness, efficiency and collaboration.

High-performing architecture

Complex B2B use cases require a higher level of data processing power. For many other CPQ vendors the burden of these requests slows down response times to unacceptable levels. By contrast, the CloudSense platform architecture separates heavy duty data crunching from standard operations that run on the force.com platform. The heavy lifting is executed swiftly in the cloud-based Heroku platform, before being returned onto force.com, keeping workflows lighting quick.

In practice, this technical advantage can make the difference between your sales team closing a deal with a new prospect, or missing out on new business. For example, A1, the leading telecom group in Austria, was under penetrating the top end of its enterprise business. For these large contracts quotes needed to incorporate thousands of line items, but the team found it took so long to configure and put the proposals together that they were struggling to win. 

Whereas the enterprise team could barely cope with orders of 1,000 line items before, after implementing CloudSense they can now generate an accurate quote for 7,000 line items in just 8 minutes.

The high performance capabilities are equally important for tackling customer churn. For example, our Bulk Subscriber Management (BSM) capability allows CSPs to implement product and subscription changes to entire customer segments in a fraction of the time it used to take them. This is the difference between making a new media service available in less than a day to stay ahead of your competition rather than weeks.

Complex solution selling

Our platform is designed for flexibility and scale, allowing CSPs to combine multiple product elements to develop end-to-end solutions. It removes restrictions on the number and type of offerings you include in solutions so that connectivity, unified communication platforms, managed network services and IT services can be bundled into a single solution tailored to the needs of your clients. This extensibility makes it much easier for CSPs to take advantage of new technology capabilities such as 5G, and wrap them together with industry-specific services.

For example, it has opened the way for CSPs to team up with energy providers to supply smart devices and provide solutions that help their customers reduce energy consumption.

In a digital-first economy, agility in your services portfolio is a critical requirement for staying ahead of a constantly widening circle of competitors. Our customers repeatedly shrink time-to- market for complex offers.

  • Telstra International was able to put a 5G IoT product live in under 4 months for a key enterprise client including 2 million devices in the order.
  • Another CSP reported a 2-month reduction in time to market for new products

Mature self-service capability

While most CPQ providers are only just beginning to adapt their software to the needs of a digital self-service, CloudSense has been making complex B2B portfolios available to clients for more than 8 years as part of its mission of enabling CSPs to run a truly omnichannel sales operation. Take a look at how the O2 webshop is driving revenues amongst SOHO clients or visit VodafoneZiggo’s newly launched online service for SMBs.

CloudSense is pushing the boundaries even further in being able to support sales to large enterprise clients where different solutions need to be presented to different groups of users across multiple locations. Unlike others, we apply framework agreements to these sophisticated enterprise marketplaces so that pre-negotiated pricing is used throughout the site. And lastly, we won’t restrict your choice of front-end portal. Instead we have designed APIs that connect all of this rich capability to whichever front end marketplace our clients prefer.

In-built orchestration

Scale requires automation. By providing a powerful in-built business process orchestrator, CloudSense, simplifies the challenges of scaling and allows CSPs to create robust automation for end to end sales and order management workflows. Smooth data flows that disassemble complex orders and send them straight into operational delivery systems transform customer experience for your end customers.

Fast, transparent fulfillment of orders that aren’t slowed down by manual re-entries eliminates inaccuracies and have a major impact on your customer NPS scores. Automations needn’t be limited to initial orders but be applied to updates and changes for service contracts that are in flight, helping you increase your reputation for responsiveness and bolster customer loyalty.

Out-of-the-box domain specialization

Time and effort is precious. We have developed our platform specifically to meet the needs of a typical telecommunications business. That means pre-configuring the data models and standard product types that we know companies sell in this market. Our platform comes ready to slot into your overall digital ecosystem. We have an extensive library of proven connectors and APIs to popular OSS and BSS systems that ensure data flows seamlessly throughout the whole sales to delivery process.

Our customers tailor to fit their brand and preferences, but this is only the final outer layer as all the heavy-lifting has already been done. This deep specialization doesn’t just result in being able to cut the time it takes to get your CPQ implementation up and running, it also cuts out the high costs many other packages oblige you to swallow. Employing engineers to adapt a vanilla product by developing deep industry customisation from scratch is expensive.

A track record of success in enterprise telecoms

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  • 75% reduction in lead to order time – for marketing promotions
  • 70% reduction in lead to order time – for a la carte products
  • 70% reduction in order error and manual clarifications
  • 200 hours per month saved

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  • 59% reduction in order entry and quotation time
  • 45% reduction in quote to cash time
  • 50% reduction in product attributes
  • 42% reduction in fulfilment turnaround time

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  • 60% reduction in order fulfilment time 
  • 24% increase in channel partner sales
  • 40% improvement in service delivery reliability
  • 25% reduction in lead to order time

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  • 72% reduction in product concept to market
  • 79% improvement in order accuracy
  • 11 weeks go-live for all mobile and fixed products
  • 5,865 minutes per month saved in sales agent time for BT Cloud products

See what our customer think of us by reading the CloudSense CPQ buyer experience report, by the Info-Tech Research Group

Read now

A reliable delivery methodology

“It’s not because people do this wrong that transformations fail; it’s because they lose focus on what drove them to do the transformation in the first place, which is around changing the business, not so much the technology.”

- Gary Smith, CloudSense VP of Services, EMEA

 

Solutions for all segments

B2C & SoHo telco providers

Be first to market, grow your subscriber base and serve up seamless omnichannel experiences your customers love with CloudSense.

Learn more

B2B telco providers

CloudSense gives you the speed and scale you need to sell and provision sophisticated SMB and enterprise solutions on Salesforce. From multi-site networks and mobility solutions, to security, cloud services and much more.

Learn more

Communications as a Service providers

CloudSense’s powerful configure price and quote platform for communication organisations helps bring cloud, service, applications and hardware suppliers sell more, faster and more effectively.

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CloudSense has a solution for small-to-medium CSPs

Reduce your cost to serve by giving your customers and partners convenient self-service experiences. This video shows how CloudSense makes it possible for your customers to buy, track and manage orders for even the most complex Telco solutions like multi-site networks, unified communications and much more.

 

Give your SMB customers fast, digital-first experiences by accelerating your sales and Order Management process from quote-to-cash with our Salesforce-native solution, built for Telecommunications

Learn more

Glossary of terms

What does CSP stand for?

CSP is the acronym for Communications Service Provider. 

CSPs provide telecommunications, media, entertainment and other services over the network infrastructure, transporting information electronically.

You can download our free definitive guide for modern communications service providers here.


MSP (Managed Service Provider)

As B2B Telecommunications businesses evolve to keep up with new technologies, the shift from private cloud to public cloud, as well as elevated customer expectations re. agility and the capacity to incorporate new technologies quickly, Managed Service Providers, who are capable of consolidating disparate tech strands into a single package, are quickly taking center stage.

Learn why Managed Service Providers rely on CloudSense to deliver sales transformation.


Marketplace

Marketplaces are an increasingly powerful avenue to revenue growth for CSPs, allowing them to expand their range of products and offerings beyond mere connectivity to include third-party goods and services. 

Learn how to build a successful marketplace.


OSS (Operation Support System)

OSS is the acronym for Operation Support System. OSS covers the software and hardware used by Telecommunications Service Providers to monitor, control and manage their networks.


BSS (Business Support System)

BSS is the acronym for Business Support Systems. BSS are the customer-facing systems and channels Communications Service Providers rely on to sell and fulfill their products and services. 


SOHO (Small Office Home Office)

SOHO stands for Small Office Home Office; the term is used in Telecommunications to describe small businesses with up to 10 employees.


MPLS (Multiprotocol Label Switching)

MPLS is a type of data-carrying technique for high-performance Telecommunications networks that directs data from one network node to the next, based on short path labels rather than long network addresses, avoiding complex lookups in a routing table.


NPS (Net Promoter Score)

NPS stands for Net Promoter Score, the benchmark used in Telecommunications and other industries to measure how likely customers are to recommend your business to a friend.

NPS measures customer experience by asking a series of questions that should be answered on a scale of 1-10. 

For example, how likely is it you would recommend [company] to a friend?


ARPU

ARPU stands for Average Revenue Per User.

Revenue generated per user is a useful way for companies to track growth. 

Calculation: Total revenue ÷ Number of subscribers.


AOV

AOV is the acronym for Average Order Value.

AOV tracks the average amount of money each customer spends per transaction with your company.

Calculation: Total revenue ÷ Amount of orders


SLA

SLA stands for Service Level Agreement, the agreement between a service provider and the customer defining the expectations of the service. These agreements vary between providers and vendors.


MACD

MACD stands for Moves, additions, changes, deletions. 

It refers to the process of updating and changing IT assets to keep them functional for users or customers.


ETF

ETF is the acronym for Early termination fee.

This is a fee for ending your contract or long-term agreement before the designated end date. 

For example, if your phone contract is 24 months, but you want to end the contract at 18 months, you’ll more than likely be charged an ETF.

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