# Case study: Telecoms Sales Platform

> Telcotech asked us to build the sales platform it runs for a large telecoms operator, on a sales engine we've customised for more than 15 other clients. It takes every lead, from a campaign, a partner, or an agent, through feasibility, pricing, online signatures, credit vetting, and document checks to a signed order.

- URL: https://www.happen.software/case-studies/telecoms-sales-platform
- Publisher: Happen Software (https://www.happen.software/)

## At a glance

- **Client**: Telcotech
- **Category**: Telecoms · Workflows & approvals
- **Running**: Since 2024 · 2 years
- **Scale**: 12,700+ customer records, 100+ channel partners, and 195 agent accounts
- **Users**: Sales agents, channel partners, resellers, key account managers, and the operator's sales, operations, and finance teams
- **Engagement**: Build and extend since July 2024, on an engine customised for 15+ clients in the UK and South Africa
- **Leads in**: Campaign links, lead pages, partner links, agents, and customers ordering on their own
- **Products**: Connectivity packages on four contract terms, plus colocation, voice, and security services
- **Integrations**: A GIS feasibility service, a credit-vetting service, a training hub, and email
- **Visibility**: Leads and orders dashboards, 12 reports on request, and lead reports emailed daily, weekly, and monthly

## Outcomes

- **12,700+**: Customer records held on the platform for the operator
- **1,300+**: Order journeys started by 86 sales agents across 45 channel partners
- **100+**: Channel partners set up to sell through it, with 195 agent accounts
- **15+**: Other clients the same sales engine has been customised for, rolled out in the UK and South Africa

## Context

Telcotech is a telecoms technology company. One of its clients, a large telecoms operator, sells connectivity and related services to businesses through its own direct sales team, through channel partners and their agents, and through resellers. It needed one platform to take every lead from first contact to a signed, vetted order, and Telcotech brought us in to build it. We started from a sales engine we had already customised for more than 15 other clients in the UK and South Africa, and shaped it around this operator's business sales.

Every order is a business contract, and a lot has to be right before an install can start. The address has to be feasible. The price depends on the contract term, the partner's tier, renewals, last-mile costs, hardware, and add-ons. Several people at the customer may need to sign, the landlord may need to agree, the business has to pass a credit check, and its documents have to be in order. Each sales channel follows its own rules on top of that.

We started in July 2024. Business orders now average 30 a month, each a signed, credit-vetted contract, alongside a separate consumer sales platform for the same operator that averages 90. We've kept extending the platform since, adding service changes, value-added services, lead allocation, and new journeys as the operator's sales teams have asked for them.

## The challenge

- **One sale, many sign-offs**: Customer signatories, reseller signatories, landlords, and finance each have a say, and an order is only ready once all of them have given it.
- **Prices that depend on who sells**: The same package is priced by contract term, partner tier, renewal, last mile, hardware, and add-ons, and a signed price must never shift underneath anyone.
- **Three channels, different rules**: Channel partners, direct sales, and resellers each need their own journey and paperwork, and must only see their own customers.

## Before and after

| Area | Without it | With the platform |
|---|---|---|
| Feasibility | Coverage checked separately from the sale. | The address is checked against a GIS feasibility service, and only packages available there are offered. |
| Pricing | Prices looked up per term, partner, and add-on. | Each quote is priced from the package sheet by term, partner tier, renewal, last mile, hardware, and DDoS bolt-on. |
| Signatures | Contracts printed, signed, and scanned. | Each authorised signatory signs online, and the order form is generated with every signature on it. |
| Credit | Credit checks requested one by one. | A credit recommendation is requested the moment the last signatory signs, and finance only sees the ones that need a person. |
| Documents | Missing or wrong documents chased by email. | Documents reviewed in the portal, rejected with a note, and replaced by the customer through a link. |
| Hand-off | Orders retyped for operations. | Operations, the network team, and the partner get the order, a spreadsheet of it, and the signed documents together. |

## A business order, end to end

1. **Capture**: A lead arrives from a campaign link, a lead page, a partner's link, or an agent. Campaign leads can be handed straight to a chosen channel partner, which assigns an agent, and anyone who stops part-way is emailed a link to carry on.
2. **Check feasibility**: The address is pinned on a map and checked against a GIS feasibility service. Only packages on networks that reach it are offered, and the trenching distance, nearest point of presence, and delivery timeframes are saved with the order.
3. **Quote & capture**: The agent picks a package and term, priced for the partner's tier, and works through five steps: company, contacts, implementation, documents, and summary. A draft contract can be emailed for the customer to review first.
4. **Sign**: Each authorised signatory is emailed a link to review and sign online within 30 days. Reseller orders go to the reseller's own signatories, and if the premises are rented, the landlord can be sent a pre-approval form to sign online.
5. **Vet**: When the last signatory signs, a credit recommendation is requested. Approvals under the limit go through, the rest go to finance with high-value orders flagged, and the full credit report is fetched in the background.
6. **Hand off**: The customer and signatories get the signed order form, finance gets the debit order pack once credit is approved, wireless orders trigger a site survey request, and operations track status, service IDs, and activation from the portal.

## What we built

- **Feasibility on the map**: Each address is checked against a GIS feasibility service, which returns the networks that reach it, trenching distance, nearest point of presence, port availability, and delivery timeframes. Agent orders show an expected ready-for-service date that skips weekends.
- **Pricing by term, tier & channel**: Packages are loaded from a spreadsheet with prices for four contract terms, partner tiers, renewals, last mile, rented hardware, and a DDoS bolt-on. Renewals use retention prices, and service changes carry no once-off fees.
- **Guided order journey**: A five-step journey saves as it goes, so an agent can pick an order up at the step they left. Existing customers are found and filled in, business email addresses are required, and a draft contract can be sent for review.
- **Online sign-off**: Customer signatories, reseller signatories, and landlords each sign on their own page. A signature is refused if the price changed since the page loaded, and a package change resets every signature and keeps the original contract.
- **Credit vetting**: A credit recommendation is requested for the business once everyone has signed. Approvals within the limit go through, the rest wait for finance, and every override or rollback is recorded with who made it.
- **Document checks**: Company registration, VAT clearance, signatory ID, proof of bank account, proof of address, and landlord forms are collected with the order. Staff can reject any one with a note, and the customer gets a link to replace it.
- **Value-added services**: Colocation, voice, and security services have their own journeys, pricing, and contracts: rack sizes, power and connectivity options, SIP trunking and hosted PBX, and email and domain security.
- **Commissions & reports**: Five commission models, from per lead to a share of each month's billing, are worked out per order. Leads and orders dashboards, 12 reports on request, and lead reports emailed to partners daily, weekly, and monthly.

## What each team gets

### Sales agents

- Orders picked up at the step they left
- A draft contract to review with the customer
- Rejected documents replaced from their dashboard

### Partners & resellers

- A portal limited to their own leads and orders
- Lead and agent activity reports by email
- Reseller orders signed off by their own signatories

### Key account managers

- Only the partners assigned to them
- Their partners' documents and credit vetting
- Service change requests from those partners

### Sales operations

- Packages and prices loaded from a spreadsheet
- Leads allocated to partners and agents
- Every status, price, and document change audited

### Finance

- Only the credit decisions that need a person
- A flag on every high-value order
- The signed form, mandate, and bank proof together

### Customers

- A contract each signatory can sign online
- The order form with every signature on it
- A link to replace a rejected document

## How it was delivered

- **Jul–Dec 2024, Foundation**: Lead and order forms, generated order documents, debit order mandates, landlord consent, and partner and reseller set-up, set up in production by September.
- **Jan–Jun 2025, Sign-off & vetting**: The five-step order journey, the reseller journey, key account managers, online signatures, credit vetting, landlord approval, document rejection, service change requests, and GIS feasibility data.
- **Jul–Dec 2025, Pricing & services**: Reseller pricing by tier, draft contracts, package changes after signing, lead allocation to partners, the DDoS bolt-on, colocation and security services, and dedicated lead pages.
- **2026, Voice & orders**: Voice services, shareable order links for agents, and editing customer details after capture.

## Engineering

- Snapshots that don't move: each order saves the package, prices, partner, tier, and agent as they were at capture, so a later price list never rewrites a signed order.
- Signatures tied to the price: an approval is refused if the package, term, or any price changed since the page loaded, and a package change resets the signatures and credit check and keeps the original contract.
- All or nothing on submit: the order, its form, its files, the first history entry, and for resellers their signatories, are saved in one database transaction.
- Slow third parties kept off the critical path: credit reports are queued, requested every 30 seconds, and delivered by webhook, and feasibility results are cached for an hour per location.
- Contracts, mandates, landlord forms, and agreements generated from Word templates, with every signature and initial placed in the document.
- A full history per order, covering 39 kinds of event, plus separate histories for leads and service change requests, and 43 permission areas across three portal roles.
- Kept current with regular technology, library, and framework updates, along with ongoing performance and security improvements.

Stack: .NET, ASP.NET Core, SQL Server, Angular, Word & PDF document generation, GitHub Actions

## Get in touch

Selling through agents, partners, and resellers at once? We'll talk through how one platform could take every lead from feasibility to a signed, vetted contract, whichever channel sells it. Book a free 30-minute call with one of our engineers.

Contact: https://www.happen.software/contact or sales@happen.software