Sales enablement · Back Office Optimizer

Back Office Optimizer sales kit.

Pitch, discovery, ROI, beta, objections, targets. The Product enablement deck as one working page, with the ROI model live.

$0Kworked-example annual benefit

0 daysbeta at no cost

0beta customers targeted, 2026

0lighthouse wins targeted, H1 2027

ForSales and account management

SourceProduct enablement deck, Jun 2, 2026

Built byDallas Andrews, GTM Engineering

UseInternal. Press P to present.

In one screen

The pitch: back offices are operationally blind in real time. Dashboards show what already went wrong. Back Office Optimizer acts between the demand signal and the breach.
Sell the prevention, not the dashboard. Reporting vs prevention. Generic queue balancing vs next-work-item by skill. Static planning vs real-time orchestration. Rip-and-replace vs non-disruptive.
Every deal needs a quantified business case. The calculator below reproduces the deck's worked example; Sales Ops holds the live spreadsheet and approved ACV ranges.
Beta: 90 days at no cost, signed letter of intent, executive sponsor, one or two lighthouse workflows, a reference at the end.

01 · The pitch

The problem isn't visibility. It's timing.

Demand signal, risk emerging, risk visible, SLA breach. Today organizations act at the breach. Back Office Optimizer acts while the risk is emerging.

See risk early

Real-time visibility

SLA risk surfaced before breaches occur.

Next work item by skill

Skills-based allocation

Each next work item routed by skill, not by generic queue.

Orchestrate dynamically

Continuous routing

Back-office work moved to the right people as the day changes.

Stay ahead

Proactive control

Firefighting and manual triage replaced.

Why we win

ReportingvsPrevention
Generic queue balancingvsNext work item by skill
Static planningvsReal-time orchestration
Rip and replacevsNon-disruptive architecture, sits above WFM, BPM and case systems

Who buys and why

COO

Board-level SLA confidence

Operations

Hit SLAs without firefighting

Planner

See and act on capacity risk

WFM

Real-time visibility, fewer escalations

20 to 50%

Reduction in SLA breaches

10 to 30%

Productivity improvement

$M+

Avoided penalties and cost

~5%

Reduced overstaffing buffer

Business impact ranges as stated in the Product deck. Customer-facing use of any figure goes through the Value Repository.

02 · Discovery

Six areas. Pick four to six questions per call.

Go deep, not broad. Tie every answer back to SLA impact, cost and productivity, customer or revenue outcomes.

Current state

Bottlenecks, backlogs, manual firefighting

Front-to-back alignment

Handoffs, end-to-end visibility, real-time linkage

Workforce and allocation

Static planning, skill matching, intra-day control

Visibility and decisions

Lagging data, reactive triage, manual choices

Strategic direction

One Office vision, AI and automation appetite

Vision and value

What a 10 to 20% utilization lift unlocks

Listen forsilos, backlog, firefighting
Listen forstatic planning, demand-capacity gap
Listen fordisconnects, lack of end-to-end visibility

Listen forrule-based allocation, limited intra-day control
Listen forstatic rosters, manager triage
Listen forcherry-picking, skill blind spots

Listen forlagging data, reactive decisions
Listen forstrategic alignment, transformation appetite
Listen forroadmap fit, change readiness

Purposecreate pull; shift from current pain to future possibility
Purposereframe the problem: from "we have operational challenges" to "we have a systemic orchestration problem that requires a new capability"

03 · ROI and business case

The worked example, as a calculator.

Defaults are the deck's mid-size financial services back office. Change any input and the benefit recomputes. Every deal requires an ROI-backed justification anchored to the customer's own penalty, overstaffing and analyst cost data.

Customer profile

Back-office agents WFM analysts Annual SLA penalties ($) Overstaffing buffer (% of agents) Analyst time on manual re-skilling (%) Average agent wage ($) Average analyst wage ($)

Deck assumptions

Penalty reduction (%) Analyst time released (%) Buffer cost saved (%)

Penalty reductionpenalties × reduction

$250,000

Analyst time releasedanalysts × wage × manual share × released

$236,250

Overstaffing savingbuffer headcount cost × saved share

$261,996

Total annual benefit

$748,246

Before quoting a number

The deck lists the overstaffing line as "Overstaffing Saving (2%) $262,000"; this calculator reproduces that figure as 2% of the buffer headcount cost (10% of 2,000 agents at $65,499). Confirm that definition, the payback claim ("typically under 6 months"), and the approved ACV ranges against the Sales Ops spreadsheet before a customer sees any of it.

04 · Beta and commercial model

90 days to qualify, deploy and prove value, at no cost.

Eligibility

Who qualifies

Existing Intradiem customers, or new logos purchasing two or more Contact Center Automation solutions. On Intradiem v11 or Harmoniq, with SLA obligations and a complex skill mix.

Incentives

Early adopter pricing

90 days free access. 50% discount on year one of a multi-year deal, or 10% on a single year. Early adopter rate locked for the beta window.

Obligations

What participants provide

Executive sponsor, one or two lighthouse workflows, monthly value-realisation reviews, and a reference or case study on completion.

Process

How to join

Signed letter of intent. Target regulated, complex environments in financial services, insurance, healthcare and utilities. Nominate a candidate through the account manager.

Goal: 3 beta customers for soft launch, 6 lighthouse enterprise wins after launch

Commercial model

Element	Position
Pricing	Value-aligned, not seats. Priced on workflows, case volume and workforce complexity; scales with value delivered.
Contract	Multi-year preferred, with discount for longer terms. Pilot pricing with a clear conversion path. Early adopter discount during the beta window.
Justification	Business case required on every deal, built on the customer's own penalty, overstaffing and analyst cost data.
Benchmarks	Target ACV $250K to $750K mid-market; $750K to $2M+ enterprise. Anchor to avoided penalty exposure plus overstaffing savings. Confirm ranges with Sales leadership before quoting.

05 · Objection handling

Four objections, four talk tracks.

Talk trackBack Office Optimizer sits above your existing WFM and BPM systems. It makes them operationally intelligent without replacing them. Those tools measure; Back Office Optimizer prevents. If they were solving your SLA problem, you wouldn't be having this conversation.
Talk trackThe beta is 90 days at no cost. The question is whether not solving this has a cost. A customer with $1M in annual SLA penalties who delays six months loses $500K in the wait. Let's build the business case together.
Talk trackBack Office Optimizer uses standard connectors to your existing WFM and case systems. No rip and replace. It sits above your stack, not inside it. Your IT team approves an API layer, not a platform migration.
Talk trackManual management means your best analysts spend 30% of their day on tactical re-skilling decisions. Ask them what they'd rather do with that time. And ask your COO how many SLA misses last quarter were caught before the breach, not after.

Why buy now

Regulatory

Rising SLA exposure

Penalty regimes intensify year on year. Boards want operations to prove compliance, not report it after the fact.

Workforce

Skill scarcity is structural

The specialist pool is shrinking. Firefighting burns out the experts you have.

Technology

AI demands orchestration

Blended human and bot teams are already live. Without orchestration, AI workers idle or create new bottlenecks.

Competitive

Cost of delay is real

Every quarter of delay is another quarter of avoidable penalties, overtime and attrition.

06 · Market and accounts

Who we sell to, and why.

ICP: case-based back-office work with SLA obligations, complex skill mix, regulated or high-pressure environment (financial services, insurance, healthcare, utilities, BPO). Rollout USA, then UK, then Australia.

Customer	Penalties	Sector	Scale	Pain point	Where the product fits
Cigna / Evernorth	Yes (80 to 90%)	Financial services	10,000 to 15,000 agents	High penalty risk, complex bespoke SLAs in Q1	Prioritized case reallocation and SLA-risk scenario modelling
MetLife	Yes (10 to 15 SLAs)	Insurance	~2,000 agents	Fully manual compliance, multimillion penalty exposure	Automated SLA triage, breach risk reduced through prioritized response
Optum	Yes (high)	Healthcare	~100,000 agents	$10M+ per month in penalties, manual queue swaps, burnout risk	Centralized SLA-driven reallocation across a blended workforce
Aetna / CVS Health	Yes (high)	Healthcare	~2,000+ queues	$7M per year in penalties, manual SLA risk prioritization	Forecast SLA shortfalls, auto-prioritize workflows at risk
Humana	Yes (40 to 50%)	Healthcare	~5,000 agents	Strict Medicare SLAs with audit risk, manual seasonal adjustments	Real-time SLA risk detection for regulated Medicare workflows
RBC	No (brand risk)	Financial services	~6,000 agents	Millions in overstaffing buffer, fully manual compliance	Reduce buffer staffing, real-time back-office agility

Account notes as written in the Product deck. Check the customer-exclusion list and the account owner before any outreach.

Where expert capacity is the bottleneck

Insurance

Claims adjudication, FNOL, subrogation, complex legal cases

Healthcare

Clinical case review, prior auth, appeals, member services

Government and public

Benefits adjudication, licensing, probate, statutory casework

Utilities and telco

Service provisioning, billing exceptions, complaints, regulatory

Banking and finance

Loan underwriting, KYC/AML, fraud investigations, disputes

Logistics and supply

Customs clearance, claims, exception handling, vendor onboarding

07 · What changes at deployment

Sits above the stack. Nothing replaced.

Area	Scope	Implication
Platform version	v11 / Harmoniq required	Prerequisite for installation
WFM connectors	NICE, Verint, ActiveOps, Calabrio (target list)	Standard connector library
Case / BPM systems	Pega, Appian, ServiceNow, custom (demand stream)	Real-time SLA clock ingestion
Identity / SSO	Customer SSO, role-based access by persona	Aligned to enterprise IAM
Data residency	Metadata-only ingest; PII not stored	Eases InfoSec and compliance review

Prerequisites

Customer on Intradiem v11 / Harmoniq
Standard connectors to WFM (and HRIS for skills)
Demand export from case management or BPM
SOC2 / ISO 27001 documentation in place

Out of scope, phase 1

Autonomous bot orchestration (phase 3)
Recommendation engine for back-office work (phase 2)
Replacing existing WFM or case systems

Open dependencies

Final connector library scope
Skill tagging API mapping per customer
ROI calculator parameters
Beta success criteria sign-off
Forecast algorithm sign-off

Roadmap as positioned

Phase 1 · 0 to 3 months

Real-time visibility and work allocation

Live SLA and case tracking, optimal work allocation, skill availability map, early-warning alerts, operational dashboards.

Phase 2 · 9 to 18 months

Intelligent recommendations

Recommendation engine, constraint solver, scenario modelling, approval workflow, follow-the-sun capacity.

Phase 3 · 18 to 24 months

Agentic orchestration

Bot re-prioritization, human plus AI orchestration, self-healing workflows, continuous optimization.

Open with Product

Currency. The source deck is dated Jun 2, 2026. Beta dates read "xx/xx/xxxx" in the deck; pricing and ACV ranges carry a "confirm with Sales leadership" note. Product confirms what changed before sellers use this page on a call.
Next decks in line. Queue Optimizer deck (beta) sales kit and the Back Office Optimizer customer-facing presentation sit in the same SharePoint folder. Same conversion, once Product picks the order.
Where it lives. This page is a file. It can sit on the Product SharePoint site or on a noindex Pages link like the account maps; Product's call.

Back Office Optimizer · Sales kit

Prevent SLA failure before it happens.

From reactive SLA management to proactive operational confidence. Sell the prevention, not the dashboard.

The problem

The problem isn't visibility. It's timing.

SignalDemand signalVolume moves faster than the plan

Act hereRisk emergingBack Office Optimizer orchestrates before risk becomes breach

DashboardsRisk visibleShows what already went wrong

TodaySLA breachEscalation, fines, overtime

How it works

See risk early. Route the next work item by skill. Stay ahead.

Real-time visibilitySLA risk before breaches occur

Next work item by skillSkills-based allocation, not generic queues

Continuous routingBack-office work moved to the right people as the day changes

Proactive controlFirefighting and manual triage replaced

Sits above existing WFM, BPM and case systems. No rip and replace.

Who buys and why

Four buyers, one outcome.

COOBoard-level SLA confidence

OperationsHit SLAs without firefighting

PlannerSee and act on capacity risk

WFMReal-time visibility, fewer escalations

Business impact

What the deck states.

20 to 50%Reduction in SLA breaches

10 to 30%Productivity improvement

$M+Avoided penalties and cost; less overstaffing

ROI worked example

Mid-size financial services back office.

2,000 back-office agents, 15 WFM analystsprofile
$1M per year in SLA penalties, 10% overstaffing bufferprofile
Penalty reduction (25%)$250,000
Analyst time released (75%)$236,250
Overstaffing saving (2%)$262,000

$0K

Total annual benefit. Deck states typical payback under 6 months.

Beta program

90 days to qualify, deploy and prove value, at no cost.

Who qualifiesExisting customers, or new logos buying two or more CC Automation solutions; v11 / Harmoniq; SLA obligations; complex skill mix
Incentive90 days free, then 50% off year one of a multi-year deal, or 10% off a single year
They provideExecutive sponsor, one or two lighthouse workflows, monthly value reviews, a reference
To joinSigned letter of intent through the account manager

Objection handling

Four objections. Four answers.

"We already use Verint / ActiveOps"Those tools measure; Back Office Optimizer prevents. It sits above them.

"No budget right now"The beta is free. $1M in annual penalties, six months of waiting, $500K lost in the wait.

"IT won't approve another integration"Standard connectors. IT approves an API layer, not a migration.

"We manage fine manually"Your best analysts spend 30% of the day on tactical re-skilling. Ask your COO how many misses were caught before the breach.

Targets

Where expert capacity is the bottleneck.

InsuranceClaims adjudication, FNOL, subrogation, complex legal cases

HealthcareClinical case review, prior auth, appeals, member services

Banking and financeLoan underwriting, KYC/AML, fraud investigations, disputes

Utilities and telcoService provisioning, billing exceptions, complaints, regulatory

Government and publicBenefits adjudication, licensing, probate, statutory casework

Logistics and supplyCustoms clearance, claims, exception handling, vendor onboarding