Leveraging O2CI to Accelerate Growth for a Growing UCaaS Provider
Customer Challenge
A fast-growing UCaaS provider serving Enterprise, Mid-Market, and SMB customers across 13+ industry verticals was experiencing operational strain due to increased onboarding and provisioning requirements.
One of their core products, Business VoIP, required complex telephone number provisioning and porting across multiple service providers. The highly manual process required their teams to extract order data from their newly implemented CRM, enter thousands of requests into multiple carrier portals, monitor updates manually, and then re-enter status updates back into the CRM.
Frequent order rejections from increased workload, and delayed activations, created a less than desirable customer experience, leading to cancellations before turn-up. The provider needed a scalable, automated solution that could integrate with their CRM, eliminate manual processing, reduce rejects, and support expansion into new verticals and geographies, without placing immediate demands on IT.
The Solution: A Phased Approach
Phase 1: Rapid Operational Automation
TurningPoint deployed an automated solution within 30 days, with zero IT impact at launch.
The solution retrieved order data from the client’s CRM, automated submissions across multiple service providers, and returned real-time status updates directly into the CRM.
Key Outcomes:
- Immediate automation and operational scale
- Reduced acquisition and onboarding costs
- Faster time-to-turn-up and revenue realization
- Real-time visibility for operations and customer-facing teams
Phase 2: Intelligent API Integration with O2CI
The solution transitioned to full API integration between the CRM and O2CI platform, enhancing reliability and scalability.
Key Enhancements:
- Direct API-driven automation
- A normalized workflow across multiple service providers
- Real time status visibility within the CRM
- A foundation to scale globally
Conclusion
This phased approach delivered a scalable, fully automated provisioning process that improved onboarding speed, reduced operational burden, and enhanced customer experience.
Proven Process. Expected Results.