Introducing Telarus StatusVue
Every year during Partner Summit, Telarus has launched a new piece of software. In the past we have launched things such as fiber maps on your phone, the Telarus app, and hosted voice inside GeoQuote which helps our partners actually look at pricing per seat including bulk discounts and the actual upsell charges associated with CRM integrations. This year we knew we had to come up with something that would blow our partners away, so about nine months ago we got together and started doing some polling. We asked partners what it was they wanted and we quickly noticed a trend, as our partners started to grow their business they started to come across more multi-location orders that had a lot of project management involved. In fact the bigger the MRC we sell, the bigger the project management load. One of the main factors of project management is the status of each of the orders that get placed.
Selling the product is really only a piece of this solution, after you sell it you are going to have customers who will want to know the status of their order. Why? The customer usually has a hard deadline, whether they’re going to be opening a business or they have an existing contract with someone else. If they are opening a new store, they will need internet to process credit cards and they will need phones to take and make phone calls, they can’t do anything associated with running their business if the service you sold them is not up and running. If the customer is in an existing contract the new service will need to be up and running before they can turn the old service off; remember that if they don’t turn the old service off by a certain date there are auto renewal clauses. This all makes it very important for you to know the status of your customer’s order when they ask you for it. You will typically have to call us or the carrier, and if you call us we will have to call the carrier to find out the order status. Up and down the whole chain of command all you have this huge tax, some of our partners estimate that 50 percent of their team’s time is spent just chasing down order statuses. At Telarus, we estimate about 30 percent of our time is spent chasing down order statuses; carriers estimate 30 percent of their time is spent doing this as well. We can all agree that a substantial time tax is paid in order to make money in this business. Wouldn’t it be great if we could give our partners, suppliers, and employees their time back by fully automating this entire process?
Telarus would like to introduce Telarus StatusVue, a system that will shine light on the things that used to be in the dark. Telarus StatusVue is a system that we launched at Partner Summit and you can now find it in two places, our telarus back-office at agent.telarus.com and in your app. The Telarus StatusVue system is a beta version as of right now, and there are multiple features that will be added down the line.
Accessing Telarus StatusVue
When you login to your Telarus back office, you’re going to see a new blue window which says “New! Order Status Tool,” that is the Telarus StatusVue system. You can see what this looks like in the image above. When you click on this link it’ll take you to a page where all of the orders that you currently have in progress are located. In the example below, you can see there is a list of nine active orders, these are ranked from oldest to newest depending on which has the newest updates. The view will display the most recent order on top.
On the left, you have a filters tab which will enable you to organize the list by orders that have already been completed, orders that have already been cancelled, and orders that are currently in progress. As discussed before, you have the ability to sort newest to oldest and vice versa.
Next you have individual orders which contain the name of the customer, their main address, what they’ve ordered, and the order number. You can even see a little bit of the status here. If you want to see more, all you have to do is click on the arrow to the right. There you can view the entire order.
On the details page we’d like to focus on the workflow and status log. Not only does this page tell you interesting things like who the main contact is or the date it was created, but it shows you the workflow. We know every carrier provisions the T1 differently, and we also know that within the cable providers every cable provider provisions their own cable differently so an attempt to normalize all of these codes and everything else like we did for GeoQuote would be futile because again everyone has different codes and everyone has a different process. Because of this, our IT department decided to create a tool where Telarus partners can visually see what that carriers idea of a fiber provisioning looks like. The great thing about these flow charts is that they are available on your phone, so if there’s ever a question of what the status is in the overall scheme of things just click on the workflow tab and you’ll see a visual representation that you can even show to your customer.
If you’re not a visual person, you can go into the status log and actually see a detailed list of all of the updates that have been imported into our system. View the image below to see what that looks like.
Telarus StatusVue is also available through your phone. All you need to do is open your phone and go to your Telarus app; there you’ll see a new order status icon. Very similar to the screenshots we showed of the back office you’ll see a list of your customers, again you can click on any one of those and you’ll have access to both the workflow as well as the transaction log.
When we began working on Telarus StatusVue, we looked across all of our vendors and found, by volume, who the heavier users of our system are and who had the biggest load factor. Comcast was number one, therefore we started with them. ACC Business and AireSpring were completed were next. Currently we are working on Spectrum. Once Spectrum is completed, we will have a total of four carriers available. With these four carriers we have by order volume knocked out over 60 percent of all orders coming through Telarus, and from now until the end of the year we will be adding carriers one at a time. Having to relay information back and forth from carrier to customer about a deal that’s already been sold can now be a time tax that Telarus partners no longer have!