Background
Our client is a mid-sized telecom consulting agency that brokers carrier contracts — wireline, wireless, and SD-WAN — for enterprise clients across the mid-Atlantic and Southeast US. With a team of 38 and 400+ active carrier relationships across 11 carriers, they manage complex multi-carrier billing reconciliation, commission tracking, and contract renewal workflows daily.
When we engaged them, the ops team was running three disconnected systems: Salesforce CRM (for client records), a shared Google Sheets AR tracker, and an MSSP-managed SOC dashboard they barely trusted. Billing disputes with carriers took 3–5 weeks to resolve because cross-referencing billing records required manual export from each carrier portal.
The Challenge
- 30+ ops hours per week consumed by manual carrier billing reconciliation, commission calculation, and contract renewal tracking across 11 carrier portals
- $180K+ in annual revenue leakage — contract renewals were managed in a shared spreadsheet; 23 contracts renewed auto at unfavorable rates because no alert fired 90 days before expiry
- SOC coverage they couldn't verify — their MSSP provided a dashboard, but internal security events (IdP logins, SaaS access anomalies) were not being correlated against it; the COO suspected blind spots but had no data
- No single source of truth — client records existed in Salesforce; commission records in Sheets; billing disputes in email threads; AR in a separate QuickBooks account
Our Solution
- AiTCRM deployment — migrated client records, commission tracking, and carrier contract data from Salesforce + Sheets into AiTCRM; four-week phased rollout with no cutover weekend
- Carrier billing automation — built carrier-specific parsers for the top 7 carrier invoice formats; bills auto-ingest via email forwarding, reconcile against contract rates, and flag discrepancies for human review in under 4 hours
- Contract renewal engine — 90/60/30-day automated alerts with pre-negotiation data (current rates, market comps, renewal leverage flags) delivered to the responsible account manager via Slack and email
- AiT SOC Sentinel deployment — layered independent ingest of IdP (Okta), SaaS access logs (M365, Salesforce), and endpoint telemetry alongside the MSSP's ticket export; nightly reconciliation surfaces the "never-saw-it" bucket of events the MSSP missed
Results
- 62% reduction in weekly ops overhead — carrier billing reconciliation dropped from 30+ hours/week to 11 hours/week in month two
- $180K recovered in year one — all 23 previously lapsed contracts were renegotiated before auto-renewal; average rate improvement 14% across the batch
- SOC blind-spot rate dropped 91% — in the first 30 days of AiT SOC Sentinel, 47 events were flagged as "never-saw-it"; MSSP subsequently updated detection rules covering 6 of 11 gap categories
- Billing dispute cycle: 3–5 weeks → 6 days — automated discrepancy reports with contract-rate proof reduced carrier back-and-forth from weeks to a single documented escalation
"We knew we were losing money on renewals, but we had no system to catch them. The first 90-day alert batch surfaced 14 contracts coming up for renewal that none of us had on our radar. That one feature more than paid for the year."— Head of Operations, Telecom Consulting Agency (name withheld per NDA)
Running a channel business on disconnected tools?
If your team is reconciling billing in spreadsheets and chasing renewals by hand, there's a better way. Book a 30-minute call and let's map the automation against your carrier stack.