Birch was founded in 1996 and has built a solid reputation for delivering great service with a very strong commitment to customer satisfaction and product innovation. Birch provides managed communications and information technology services to a target market of small- and medium-sized businesses within 38 states across the U.S. The services include local and long distance voice, broadband Internet access, mobile voice and data, e-mail, voicemail, web hosting, virtual private network, and many other communications and information technology services.
Birch Communications wanted to move its sales process from paper to the Web and, in turn, shorten the company’s sales cycle and improve customer satisfaction. Their process also mandated support for electronic signatures and business rules enforcement in the solution. Birch’s paper process was challenging in a number of ways. In addition to the sheer number of order forms that had to be completed by sales one at a time from top to bottom, often entering the same information over and over again there were also legal documents that had to be initialed and signed by the customer. The tedious nature of the process meant forms were often filled out incorrectly, and valuable time was lost as paperwork was shuffled back and forth between the company and its customers.