TBI’s Operations Group is a fully engaged team of quote and order specialists that work hard to get you and your customer the best options available.
Processes at-a-glance
OPERATIONS ESCALATIONS
PRE-SALES
Qualifications
The specialists within the Qualifications group (Telco/Cable/Cloud) are the individuals responsible for the front line data entry to create a Multi-Provider Opportunity (MPO), validate address, and determine serviceability. They enter the necessary information to create an MPO and send it to the next group. They enter static information related to the opportunity such as address, product requested, term, incumbent provider and providers to exclude.
Telco/Cloud
Once the MPO is created by the Qualifications group it is sent to the Proposal Specialist. The Proposal Specialist will be working with the providers to prepare the proposal. Once a proposal is complete, the Proposal Specialist will send it to you to present to the customer. Any questions or changes to the request can be directed toward the Proposal Specialist.
Cable – Pre Order Acceptance
Once the cable MPO is created by the Qualifications group it is sent to a Cable Specialist. The Cable Specialist will be working with the providers to prepare the proposal. Once a proposal is complete, the Cable Specialist will send it to you to present to the customer. Any questions or changes to the request can be directed toward the Cable Specialist. For cable requests, this group is also responsible for generating the contract, scrubbing it, and submitting it to the provider to ensure it is accepted by the provider.
Cable – Post Order Acceptance
Once the cable order is accepted, the Project Coordinator will project manage the order until it installs and provide updates along the way.
POST-SALES
The Post-Sales Group is the order provisioning team at TBI. They will coordinate with the provider and work the order all the way to installation. The Post-Sales Group will interact with the Channel Manager and the partner from the very start by creating the paperwork and sending it over to the partner. They will then scrub the paperwork, send it to the provider, and escalate the order if necessary.
Project Coordinator Team (Telco/Cloud)
The Project Coordinator is responsible for generating or obtaining a contract and all ordering documents for the chosen provider and presenting that to the partner. Once the signed contract and order documents are returned, they are responsible for scrubbing and submitting the order to the provider. When the order is accepted by the provider, they will pass the order on to the Project Management Team .
Project Management Team (Telco/Cloud)
The Project Manager is responsible for project managing the order milestones. Once the order is accepted by the provider they will obtain milestone dates, manage providers to those dates, and provide updates to the partner.
Operations Service Level Agreements
We will acknowledge your initial request within 4 hours and be in contact every step of the way.
TBI’s default quoting policy is:
- 3 Bandwidths
- 3 Providers
- 3 Terms
Any additions will need Director approval.
Pricing Requests / Contract Generations / Contract Submissions
Standard Products include single site opportunities that contain 1-3 products that do not require engineering consultation. These are the products that typically can be quoted in-house.
Advanced Products include multi-site opportunities, services needing engineering consultation, special pricing opportunities, cloud services, and managed services. Upon receiving the request for advance products, we will set proper expectations for you and your customer.
International Products include any products that reach outside the United States.
Fiber from Cable Providers
Site surveys can take 10-14 days to complete. Fiber-based products from Cable providers require a site survey to be completed before final pricing can be given. At time of request, however, we will provide budgetary pricing. Please know that the budgetary pricing does not guarantee service is available, nor does it take into account any construction costs. Paperwork for fiber products is generally produced quickly, but could fall into the higher end of the SLA (8-16 hrs) depending on complexity.
Exceptions to the general SLAs
- Frontier pricing requests, depending on product, can take up to 24 business hours
- Credit approvals can cause delays for contract generation
- Verizon Enterprise requests (pricing and contracts) can cause delays due to segmentation process
- If the provider requires us to register the customer or if an account needs to be created, this can add an additional 1-4 business days to the process above.
- AT&T contract generations
- Standard: 16-40 business hours
- Advanced: 24-40 business hours
- International: 32-48 business hours
- AT&T contract submission
- Standard: 8-16 business hours
- Although “rate card” pricing may be available for standard products, the provider may require a deal registration and/ or site survey before TBI can deliver final pricing.
+AT&T Advanced Products: IP Toll Free, Collaborator (Hosted Voice), Renewals
