Industry: Telecommunications / Channel Resale Company: Mosaic Communications
The Situation
Mosaic Communications sells through both partner channels and a direct sales team—which means different commission structures, different sales processes, and different reporting needs. Their mix of one-time and recurring pricing made standard Salesforce Opportunity tracking insufficient. Add in complex product bundles with components varying by vendor, and getting accurate, consistent quotes to customers was a constant struggle.
The company had previously worked with a developer who, as one stakeholder put it, “built us almost in a box.” When their product offerings expanded to include SDN and cloud phone services, that rigid setup couldn’t keep up.
The Challenge
The business needed a system that could:
- Track recurring revenue accurately across multiple product types
- Support both direct and channel sales processes
- Generate consistent quotes despite complex, vendor-dependent product bundles
- Scale with the team as they rebuilt after COVID-related contraction
As one leader described: “So I think the biggest thing is, we were looking for scalability.”
The Approach
We started by mapping their business model and revenue streams—not jumping straight into Salesforce features. Together, we evaluated several CPQ options (including Salesforce’s native solution) before landing on an industry-specific package that balanced cost with customization.
Throughout implementation, I served as a translator between business teams and developers, ensuring the technical build reflected actual business needs. We refined processes incrementally, adding complexity only when the business required it.
The Outcome
- Clear visibility into recurring revenue, renewals, and churn
- Consistent quoting process across sales channels
- A flexible system that scaled as the team grew from nearly zero post-COVID back to full strength
- Reduced quarter-end reporting scrambles
”You took the time to understand our needs. And then use your experience to give us suggestions. Because you don’t know what you don’t know."
"You have the ability to see the big picture and then figure out a way to do it, even if it’s not something that’s simple, right out of the box.”
Key Takeaway
When your product gets more complex, your CRM should flex with you—not box you in.