Transforming ISP Operations: How Salesforce Empowered a Tech Company to Streamline Services and Drive Growth

The Challenges

Our client, a leading cloud-based provider of billing and OSS solutions for Internet Service Providers, faced significant challenges due to siloed systems and manual processes.

The company needed a CRM that could provide a 360-degree view of customers and allow team members to work from a single platform. Before partnering with Kelley Austin, their operations suffered from inefficiencies that limited visibility and hindered growth.

Key challenges included:

Disconnected Systems: The company relied on multiple siloed systems, including spreadsheets and manual processes, which made it difficult for teams to collaborate and access real-time customer insights.

Manual Processes & Data Fragmentation: Sales, billing, and customer service teams lacked a centralized system, leading to inefficiencies and data inconsistencies.

Billing Inconsistencies: Monthly customer credits had to be manually generated due to an inadequate billing system, causing delays and errors.

Lack of Pricing and Approval Controls: There were no standardized safeguards for pricing and approvals, leading to inconsistencies.

Contract Management Issues: Critical customer and contract information was stored in PDF files, making retrieval and updates challenging.

The Solution

To address these inefficiencies, Kelley Austin implemented a scalable, streamlined Salesforce solution that integrated Sales Cloud, Salesforce CPQ, and Marketing Cloud Account Engagement (Pardot). This provided the client with a single, unified platform to manage customer relationships, automate billing, and improve quoting processes.

Sales Cloud

Automated Lead Routing: Implemented an inbound lead process that automatically routes prospects to the appropriate sales team member.

Optimized Sales Process: Designed a structured sales pipeline with validation checkpoints to ensure accurate data collection at every stage.

Automated Account Management: Established custom geographic territories to automate hand-offs from prospect to customer.

Enhanced Billing System: Created a custom invoicing system that automates invoice generation, integrates with NetSuite, and ensures contract data accuracy.

Streamlined Document Generation: Enabled automated contract, SOW, and proposal generation to maintain consistency and reduce manual effort.

Salesforce CPQ

Standardized Quoting & Pricing: Replaced spreadsheet-based quoting with a structured, automated system that ensures pricing accuracy and consistency.

Automated Approval Workflows: Implemented approval safeguards for discounts and pricing outside predefined thresholds, reducing errors and bottlenecks.

Seamless Document Generation: Enabled sales teams to create, update, and send quotes directly within Salesforce, eliminating external document creation.

Version Control & Audit Tracking: Ensured accurate tracking of quote versions, reducing discrepancies and improving reporting.

Marketing Cloud Account Engagement (MCAE)

Improved Lead Nurturing: Implemented dynamic, personalized email campaigns and landing pages that integrate seamlessly with sales efforts.

Automated Customer Segmentation: Created dynamic lists for targeted marketing based on customer interest and sales pipeline stage.

Churn Prevention: Developed automated engagement strategies to retain customers and enhance lifetime value.

Customer Impact

By implementing multi-product Salesforce solutions, our client underwent a transformative shift in how they operate, breaking free from outdated processes and embracing a more efficient, data-driven approach.

Before adopting Salesforce, their teams struggled with manual workflows, siloed data, and inefficiencies that hindered growth. Now, with an integrated platform, they have streamlined operations, improved accuracy, and fostered better collaboration across departments.

The impact of this transformation can be seen in several key areas:

Operational Efficiency: Transitioned from spreadsheets to a unified Salesforce platform, reducing manual effort and streamlining workflows.

Improved Billing & Pricing Accuracy: Automated invoicing and approval workflows eliminated errors and ensured compliance.

Seamless Sales & Marketing Alignment: Integrated systems improved lead management and customer engagement.

Enhanced Customer Insights: A centralized CRM enabled data-driven decision-making and personalized customer interactions.

Scalability & Growth Readiness: With integrated systems in place, the company is now positioned to scale operations and manage future expansions effectively.

By partnering with Kelley Austin, our client didn’t just solve its immediate operational challenges — it set the stage for long-term success. 

With a more efficient, connected, and data-driven organization, they are now equipped to adapt to future demands, drive customer satisfaction, and accelerate growth. This transformation is more than just a technology upgrade; it’s a strategic investment that will continue to deliver value for years to come.