Dive Into ESM Capabilities
Learning Objectives
After completing this unit, you’ll be able to:
- Explain how ESM works with Communications Cloud.
- Describe the industry-specific solutions ESM provides for communications service providers (CSPs).
The Foundation
ESM is built on four main products in Communications Cloud, each tailored to meet the unique requirements of CSPs.
The Infiwave sales, marketing, and service departments are already providing exceptional customer experiences with Salesforce Communications Cloud. The platform’s prebuilt processes, integrations, and data models ensure flawless orders using a catalog-driven, modular approach.
It’s time to investigate the ways ESM adapts, enhances, and builds on these products to handle the complexities of enterprise sales.
Components and Capabilities
To simplify and streamline the enterprise sales experience, Infiwave adds ESM to its Communications Cloud platform. ESM uses four components to provide industry-specific solutions.
The components include:
- Application-integrated business processes crucial for enterprise sales
- Predefined and configurable product models for key communications offerings
- Configurable templates designed for typical enterprise sales
- Built-in, adaptable core capabilities that seamlessly integrate across the Communications Cloud platform
Business Processes
Infiwave can optimize ESM business processes to identify bottlenecks, eliminate inefficiencies, and enhance overall performance. Sales representatives can use configurable guided journeys to progress through the stages of the sales cycle. Here are the key business processes:
-
Quote and order enrichment: Add crucial information to an order or quote after its creation but before fulfillment. Efficiently update a group order as a whole with the connection date or billing account. Update an order product with information linked to each group member, such as a phone number.
-
Service account and sub-order creation: Order creation transforms an enterprise quote or enterprise order into a primary order with sub-orders based on offer configurations. A service account is usually associated with each sub-order, but ESM creates a service account if one doesn’t already exist.
-
Address validation and serviceability: ESM uses Google Maps API to either validate or allow users to add an address manually.
-
Location and subscriber data handling: Perform bulk upload of locations and subscribers using a CSV or XLS file. Alternatively, use the predictive address feature to fetch addresses or service accounts. From one account, you can query all service accounts linked to a business account.
Product Models
ESM provides a range of predefined configurable product models. Infiwave can fine-tune these models to meet their unique requirements.
Templates
To streamline your enterprise sales workflows, ESM has a suite of customizable templates and plans designed just for that. Quickly generate contracts with prebuilt templates that integrate with CLM, and use the templates to create location or subscriber-based proposals.
Additionally, the order orchestration feature outlines a clear workflow to connect systems like billing and inventory. This ensures every task is tackled in the correct sequence, paving the way for smooth and efficient order fulfillment.
Industries Order Management incorporates two views of products and services: what the customer wants, known as the commercial order, and what a CSP delivers, known as the technical order.
Core Capabilities
ESM gives you a library of reusable core components. Use foundational elements like DataRaptors, Integration Procedures, Apex Classes, and OmniScripts to efficiently manage different sales functions and workflows.
The table outlines some workflows for large businesses.
Workflows |
Description |
|---|---|
Group and member quoting and orders |
Boost your sales team’s efficiency. You can group customers or locations to streamline complex deals and handle bulk requests for products or services more effectively. |
Member bulk upload |
Upload details for multiple locations or subscribers quickly. This simplifies managing large amounts of customer data, enhancing your efficiency and productivity. |
Product bulk edit |
Modify multiple quote or order line items that feature the same product. Use options like bulk add, bulk disconnect, and bulk change to adapt quickly to market or customer needs. |
Quote cloning |
Clone existing enterprise quotes. This allows you to duplicate a quote or adjust cloned quotes to fit specific needs, saving you time and maintaining consistency across your proposals. |
Map visualization of locations |
Visualize customer locations directly on a map with Google Maps integration. View your market geographically to support planning and deployment strategies. |
In-line price adjustments |
Adjust prices directly in the cart while configuring products with ESM. Update prices in real-time for flexibility and speed during the sales process. |
Linear relationships |
Each product operates independently, free from complex hierarchical relationships. Simplified product lifecycle management means you can adjust offerings as your business evolves. |
Quote summary page |
Get a comprehensive overview of your quote, and view offers, apply discounts, create linear relationships, and more. |
Infiwave can use ESM to define solutions, negotiate proposals, and create and submit orders for multilocation or multi-subscriber quotes. ESM integrates with each of Industries CPQ features, enhancing solutions to handle the unique challenges of selling to large enterprise, government, or public-sector customers.
Let's review the components and the features.
In this unit, you dove into the world of ESM and discovered how it works hand-in-hand with Communications Cloud to supercharge the sales process. You discovered how Infiwave can use the customizable business processes, product models, handy templates, and more to streamline their enterprise sales journey.
Carry on to the next unit to learn how ESM transforms the job duties of the sales team.