Case Study: WHP Telecoms – Streamlining Vendor Onboarding with Salesforce
Client Overview
WHP Telecoms, headquartered in Warrington, UK, is a leading provider of infrastructure support and deployment services in the telecommunications sector. Established in 1988, the company offers end-to-end solutions encompassing the planning, design, acquisition, deployment, upgrade, and maintenance of mobile network masts, antennae, base stations, and fixed-line fibre optic networks.
With approximately 1,000 employees across 13 locations in the UK, WHP Telecoms collaborates with all major mobile network operators, tower companies, and vendors, maintaining a unique position within the industry.
The company’s commitment to safety, quality delivery, and innovative solutions has solidified its reputation as a trusted partner in the rapidly evolving telecoms landscape.
Challenge
Before engaging our services, WHP Telecoms faced several challenges with their vendor and contractor onboarding process:
- Manual and Inefficient Process – The pre-qualification questionnaire (PQQ) was managed via Excel sheets, making data entry, tracking, and updates cumbersome and error-prone.
- Lack of Centralised Data – Vendor and contractor information was scattered across multiple spreadsheets, leading to inconsistencies and compliance issues.
- Limited Visibility and Reporting – No real-time visibility into vendor applications made it difficult to track progress, identify bottlenecks, and generate meaningful reports.
- Compliance and Audit Risks – Without automation, ensuring compliance with regulatory and safety requirements was challenging, increasing risk.
- Integration Challenges – No integration with Salesforce meant vendor data could not be easily linked to projects, procurement, or service management, leading to inefficiencies and duplication.
By moving to an online portal integrated with Salesforce, WHP aimed to streamline onboarding, improve data accuracy, enhance compliance, and gain better visibility into their contractor ecosystem.
The Solution
We designed and implemented a Salesforce Experience Cloud portal, seamlessly integrated into WHP’s Salesforce environment. The portal provided vendors with a self-service platform to complete onboarding, manage documentation, and ensure compliance.
Key Features
Vendor Self-Service Portal
Personalised dashboards for vendors/contractors.
Submission and updates of company information, certifications, and insurance details.
Automated Pre-Qualification Questionnaire (PQQ)
Digitised process with automated scoring and validation rules.
Ensured only qualified vendors proceeded to the next stage.
Document Management & Compliance Tracking
Upload and track insurance certificates and industry certifications.
Automated expiry tracking with renewal reminders.
Internal review and approval within Salesforce.
Integration with Salesforce
Vendor records stored in Salesforce and linked to procurement, project management, and service operations.
Real-time dashboards and reports for compliance and approval monitoring.
Automated Notifications & Reminders
Alerts for incomplete PQQs, expiring documents, and approvals.
Internal notifications for review and reapproval requirements.
Secure Access & Role-Based Permissions
Vendors access only their own data.
WHP teams have full visibility across all vendor records.
Implementation Approach
1. Agile & Scrum Framework
Adopted Scrum methodology with:
Two-week sprints
Backlog refinement
Sprint planning
Daily stand-ups and sprint reviews to ensure continuous feedback and improvement
2. Minimum Viable Product (MVP)
Delivered early value with:
Self-service vendor portal with authentication
PQQ digitalisation with validation rules
Basic document upload functionality
This allowed early onboarding and real-world feedback
3. Post-Launch Iteration & Enhancements
Based on vendor and internal team feedback, we implemented:
Automated vendor scoring & grading
Expiry tracking & notifications for certifications
Dashboard reporting for compliance
Enhanced role-based security permissions
The Results
- 70% Reduction in Onboarding Time – Automated process cut manual effort and accelerated approvals.
- Improved Compliance – Automated expiry tracking and reminders ensured up-to-date vendor certifications.
- Enhanced Data Accuracy & Visibility – Centralised Salesforce records eliminated inconsistencies.
- Better Vendor Experience – Self-service portal reduced back-and-forth and empowered vendors.
Conclusion
By implementing a Salesforce Experience Cloud portal, WHP Telecoms transformed its vendor management process from a manual, Excel-based workflow to an efficient, automated system. This solution not only streamlined onboarding but also improved compliance, visibility, and overall vendor engagement. WHP can now confidently manage its growing network of contractors while ensuring regulatory requirements are consistently met.
