Ryan Scott
Product Designer
Sales Order Wizard
Replacing a broken email-and-Excel order process with a guided, end-to-end workflow inside an enterprise CRM platform.
CommandLink
Quick read
3 min
Full story
8+ min
DURATION
6 Months -> Jan - August 2026
ROLE
Product Designer + Product Manager
TEAM
2 Engineers, Engineering Lead
STAKEHOLDERS
COO, CRO, CFO, VP of Sales, VP of Serivce Delivery + VP of Customer Success
00 – PROJECT OVERVIEW
An order process no one could see
CommandLink's sales team ran every order through Excel and Outlook, a process invisible to the rest of the business and prone to errors. I designed the Sales Order Wizard to replace it with one guided flow inside the platform, connecting DocuSign, order entry, CSM approval, and provisioning handoff.
02 – PROBLEMS + GOALS
Four broken handoffs, zero visibility
Goal #1
Bring the full order process into the platform
Goal #2
Create an auditable record of every submission
Goal #3
Give sales, CSM, and provisioning shared visibility into order status
Goal #4
Reduce provisioning push-backs through completeness enforcement
03 – OPPORTUNITY
Not a form problem. A coordination problem.
"Digitize the form" would have produced the same broken process in a new place. The real problem was coordination: three teams working from separate versions of the same order, with nothing enforcing the handoffs.
04 – PROCESS + KEY DECISIONS
The moments that shaped everything
Prototype before engineering.
I built a clickable prototype before any code existed. In the first review it exposed that the order form was just a digital copy of the Excel sheet, caught at zero cost.
CSM approval as a hard gate.
Provisioning kept receiving unvalidated orders, so I added a required CSM review with approve/deny states and a revision path.
Research the downstream team.
I pushed to include provisioning in research. It changed the final step: Contract ID visible up front, SOF and OEF attached, and a connection to their existing system.
The data model was wrong.
A sales executive pointed out that Quote IDs are per vendor, not per circuit, so my design would have asked reps to type one ID 100 times. I redesigned it vendor-grouped with bulk apply.
07 – FINAL DESIGN
A wizard that enforces and tracks handoff
A guided flow on the Opportunities page: track the DocuSign signature → complete an auto-populated Order Entry Form → CSM approve/deny → auto-assembled message to Orders and Provisioning → status updates instantly. A manual upload path covers orders signed outside DocuSign.
08 – OUTCOMES + IMPACT
What stakeholders grew to love
V1 releases to the sales team in August 2026. The early signal is stakeholder alignment: Provisioning called the platform "the communication highway for those order requests."
TIME-SAVER
Our PostHog data proved this was saving Sales over 50% of their time on Order Submissions.
PUSH-BACKS
Orders returned for corrections before provisioning. Tracked post-launch.
TIME TO SUBMIT
Signature received to order submitted. Tracked post-launch.
30-DAY ADOPTION
Sales rep adoption rate in the first 30 days after August release.
CSM TURNAROUND
Order submitted to CSM approved. Tracked post-launch.
09 – TAKEAWAYS
What I'm taking forward
Research the people on the other side of the handoff.
A prototype is a negotiation tool, not just a communication tool.
Know the difference between "logical" and "accurate"
Sales Order Wizard
Replacing a broken email-and-Excel
order process with a guided,
end-to-end workflow inside
an enterprise CRM platform.
CommandLink
Quick read
3 min
Full story
8+ min
DURATION
6 Months -> Jan - August 2026
ROLE
Product Designer + Product Manager
TEAM
2 Engineers, Engineering Lead
STAKEHOLDERS
COO, CRO, CFO, VP of Sales, VP of Serivce Delivery + VP of Customer Success
00 – PROJECT OVERVIEW
An order process no one could see
CommandLink's sales team ran every order through Excel and Outlook, a process invisible to the rest of the business and prone to errors. I designed the Sales Order Wizard to replace it with one guided flow inside the platform, connecting DocuSign, order entry, CSM approval, and provisioning handoff.
02 – PROBLEMS + GOALS
Four broken handoffs,
zero visibility
Goal #1
Bring the full order
process into the platform
Goal #2
Create an auditable record
of every submission
Goal #3
Give sales, CSM, and provisioning shared visibility into order status
Goal #4
Reduce provisioning push-backs through completeness enforcement
03 – OPPORTUNITY
Not a form problem.
A coordination problem.
"Digitize the form" would have produced the same broken process in a new place. The real problem was coordination: three teams working from separate versions of the same order, with nothing enforcing the handoffs.
04 – PROCESS + KEY DECISIONS
The moments that shaped everything
Prototype before engineering.
I built a clickable prototype before any code existed. In the first review it exposed that the order form was just a digital copy of the Excel sheet, caught at zero cost.
CSM approval as a hard gate.
Provisioning kept receiving unvalidated orders, so I added a required CSM review with approve/deny states and a revision path.
Research the downstream team.
I pushed to include provisioning in research. It changed the final step: Contract ID visible up front, SOF and OEF attached, and a connection to their existing system.
The data model was wrong.
A sales executive pointed out that Quote IDs are per vendor, not per circuit, so my design would have asked reps to type one ID 100 times. I redesigned it vendor-grouped with bulk apply.
07 – FINAL DESIGN
A wizard that enforces and
tracks handoff
A guided flow on the Opportunities page: track the DocuSign signature → complete an auto-populated Order Entry Form → CSM approve/deny → auto-assembled message to Orders and Provisioning → status updates instantly. A manual upload path covers orders signed outside DocuSign.
08 – OUTCOMES + IMPACT
What stakeholders grew
to love
V1 releases to the sales team in August 2026. The early signal is stakeholder alignment: Provisioning called the platform "the communication highway for those order requests."
TIME-SAVER
Our PostHog data proved this was saving Sales over 50% of their time on Order Submissions.
PUSH-BACKS
Orders returned for corrections before provisioning. Tracked post-launch.
TIME TO SUBMIT
Signature received to order submitted. Tracked post-launch.
30-DAY ADOPTION
Sales rep adoption rate in the first 30 days after August release.
CSM TURNAROUND
Order submitted to CSM approved. Tracked post-launch.