Mission Telecom is a nonprofit organization dedicated to delivering low-cost or free communication services to underserved and vulnerable populations. Working through partnerships with grassroots nonprofits and community-based organizations, Mission Telecom ensures that individuals facing economic hardship or housing insecurity stay connected—bridging the digital divide with dignity and purpose.
Project Overview
With a growing network of nonprofit partners and increasing complexity in their programs, Mission Telecom needed a more structured and efficient system to manage their sales processes, partner relationships, and reporting. While they had a basic Salesforce lead management system in place, they lacked a formalized CPQ setup to support their evolving needs.
They partnered with Bolt Today to implement a net-new Salesforce CPQ system, establish foundational sales process workflows, integrate with NetSuite, and optimize top-of-funnel lead management. This full-scale implementation was aimed at giving them better speed, visibility, and structure across their operations.
Objectives
Mission Telecom’s goals with Bolt Today included:
- Implementing Salesforce CPQ from the ground up to formalize and standardize their sales activities.
- Gaining greater control and visibility into product and service offerings.
- Enhancing lead management to support top-of-funnel operations.
- Integrating Salesforce with NetSuite for seamless flow of data and improved coordination.
Stephen, CIO at Mission Telecom, shared:
“We were ready for the next stage of growth. That meant moving away from scattered tools and building a sales system that was built for scale and speed.”
Challenges Before Implementation
Before engaging Bolt Today, Mission Telecom had only fundamental lead tracking in Salesforce. Most other activities—including quotes, partner tracking, and reporting—were handled via spreadsheets, email, and disconnected tools like SharePoint.
This created major issues:
- Sales activities lacked structure.
- Device and service requests were hard to track.
- Reporting was manual and inconsistent.
- There was no unified system to manage outreach or partner engagement.
Mark Leslie, IT Manager, explained:
“We had no centralized way to see what was going on. Different teams managed things differently, and that made it really difficult to make decisions.”
Bolt Today’s Solution
Bolt Today worked closely with Mission Telecom to build a net-new Salesforce CPQ solution, tailored to their nonprofit and partner-driven model. The implementation included:
- CPQ Setup from Scratch: Custom configuration of Salesforce CPQ to manage complex quoting processes aligned with nonprofit-specific needs.
- Sales Process Standardization: Defined and deployed structured workflows across the sales cycle—from lead intake to quote to delivery.
- NetSuite Integration: Integrated Salesforce with NetSuite to eliminate duplication, increase operational speed, and ensure accurate financial and delivery data.
- Top-of-Funnel Optimization: Enhanced lead capture and qualification processes to streamline partner engagement.
- User Enablement: Provided hands-on training and documentation to ensure adoption and autonomy across Mission Telecom teams.
Lindsey Bingel, Systems Analyst and Program Manager
noted: “Bolt helped us build a sales infrastructure that’s solid. It’s not just about tools—it’s about having the right foundation to serve better.”
Measurable Outcomes
Post-implementation, Mission Telecom reported several operational improvements:
- Faster turnaround times on quotes and partner onboarding.
- Greater visibility into product availability and delivery tracking.
- Real-time insights into outreach and program outcomes.
- Seamless data sync with NetSuite for better financial and operational reporting.
- More organized and collaborative cross-team processes.
Stephen summarized:
“Now, our sales operations feel less like a patchwork and more like a well-oiled system. We’re able to scale with confidence.”
Lessons Learned
The project surfaced several key learnings for Mission Telecom:
- Investing in foundational systems early makes scaling smoother.
- Customizing Salesforce CPQ to reflect real-world workflows leads to higher user adoption.
- Integration with core platforms like NetSuite reduces manual effort and errors.
- A good implementation partner listens, adapts, and supports every step of the way.
Mark emphasized the value of a tailored approach:
"This wasn’t an out-of-the-box solution. It was customized to fit our processes."
Lindsey appreciated the adaptability of the implementation process:
"We appreciated how Bolt adapted the implementation as we learned more about what we needed."
Stephen underlined the role of ongoing support in driving adoption:
"The ongoing support made a big difference in how quickly we were able to use the platform."
Conclusion
Mission Telecom’s journey with Bolt Today represents more than just a system rollout—it’s a strategic transformation toward a more organized, scalable, and impactful operation. By implementing Salesforce CPQ, integrating key systems, and optimizing their lead processes, they now have the tools and structure to support their mission with clarity and control.
Lindsey closed with a powerful reflection:
“We’re now in a better place to serve more people. Our systems reflect the care we put into our work—and that’s everything.”
