Sales operations where every won deal reaches onboarding, legal and billing without a dropped handoff

Mi Retail is an operations center that manages the human work around your sales systems. The CRM keeps leads, opportunities and forecasts; Mi Retail handles what happens when a deal needs other people to move — a handoff after the win, a contract review, a discount approval, a billing setup, a kickoff, an escalation from an existing customer. Each of those becomes an Operational Work Item with an owner, a state, a due date and evidence, and it travels between sales, legal, finance, onboarding and customer success until it is resolved. Reps stop chasing other teams by chat, and customer success receives what was actually sold instead of a summary from memory.

No. Your CRM stays the system of record for accounts, contacts, opportunities, pipeline stages and forecasts, and Mi Retail never keeps a second pipeline. What Mi Retail adds is the layer the CRM was not built for: coordinating the people outside sales who must act for a deal to become a live customer. The CRM can tell you a deal is closed-won; Mi Retail manages who must review the contract, what the billing setup is waiting on, when the kickoff is due and with which evidence the handoff can close. Keep your CRM; Mi Retail takes over where the work leaves it and records who did what, and when.

When a deal moves to closed-won in the CRM, the account executive opens a handoff work item that carries the agreed scope, terms, contacts, go-live date and any special promises. Onboarding accepts it, or sends it back with a question if something is unclear, so the handoff is a real acceptance and not an email nobody acknowledged. From the same case, legal reviews and approves the contract, the rep follows up on the signature, billing prepares the account and customer success schedules the kickoff. Each piece has its own owner and state, and the handoff closes only when the customer has been kicked off with the agreed plan as evidence.

The billing setup work item moves to Waiting with its reason on record: the signed contract has not arrived. Everyone involved sees that state — the rep who is following up the signature, the onboarding manager who planned the go-live and the customer success manager preparing the kickoff — without asking finance for an update. Billing has already prepared the plan, the billing contact and the invoicing schedule, so the moment the signature is attached, the work item returns to its queue and can be completed. Nobody issues an invoice against an unsigned agreement, and nobody discovers at month-end that a live customer was never billed.

A discount above the rep’s limit or a non-standard clause becomes an approval work item in the approver’s queue — sales leadership, finance or legal, depending on your rules — with the deal context, the requested terms and a due date. The approver decides from the work item and the reason is recorded, so the rep does not wait on a chat thread and the decision can be traced later. If the due date passes, the coordinator sees it at risk and can escalate it to the next level, which receives the same context. The quote itself is produced in your CPQ or quoting tool; Mi Retail makes sure the approvals behind it happen on time.

After the kickoff, customer success keeps receiving work that crosses teams: an escalation that needs product or support, a renewal that needs a pricing approval, an expansion request that goes back to sales, a customer asking for a contract change. Each becomes a work item with an owner and a due date in the right team’s queue, linked to the account it belongs to. The customer success manager sees in My Work what is waiting on them and in My Requests what they are waiting on from others. Health scores and usage stay in your customer success tool; Mi Retail moves the people who must act when those signals need a response.

Sales leaders already see the pipeline in the CRM; in Mi Retail they see what happens after the win. Operational Portfolio shows won deals whose handoff has not been accepted, contracts waiting on legal or on the customer, billing setups on hold and kickoffs at risk of slipping. Executive Operations surfaces only what needs a leadership decision: an approval above the regional limit, a customer escalation that threatens a renewal or a team that keeps missing its handoff times. Each item carries its context, so the leader acts from Mi Retail instead of running a meeting to reconstruct where every new customer stands.

Yes, when they have their own organization on Mi Retail. A request to a customer — a missing purchase order, a billing contact, a security questionnaire — can be sent as a derived work item that lands in the customer’s own intake; you follow its state and result without seeing their internal work, and they do not see yours. Resellers and implementation partners work the same way: an onboarding step they own is derived to their organization and followed until it is done. Each side keeps its privacy, and the exchange stops depending on email threads that disappear when someone leaves the account.

Every work item keeps who acted, when, what they decided and which documents supported the decision. For a new customer that means the handoff with the agreed terms, the approved contract version, the discount approval with its reason, the signed agreement, the billing profile and the kickoff notes, all linked to the same case. When a customer later disputes a term, finance questions a discount or an auditor reviews revenue controls, the team shows the trail instead of searching inboxes. Control & Assurance lets a revenue operations or internal audit team review those trails and record findings, because the evidence was captured while the deal moved.

Yes. In a small company the founder may sell, sign and onboard the customer, and Mi Retail adapts to that: the experience collapses to the essentials, with one Today view of new customers and what each one is waiting on, without approval chains that do not exist. In a large organization with regions, deal desks, legal teams and dedicated onboarding, the same work items are distributed across those teams, each with its own surface, and exceptions escalate to the right level. As the company grows, nothing has to be redesigned: the same handoff simply moves between more people.

The Sales suite of StoneOS brings apps for the domain work of selling and keeping customers — leads, opportunities, activities, quotes, CPQ, orders, subscriptions, commissions and customer success — on top of the Business Core apps every team uses, such as Docs, Chat, Drive, Calendar and Sheets. Those apps keep the depth of each commercial domain. Mi Retail is where the work they generate meets the people who must act on it: a quote that needs a discount approval, an order waiting on a signed contract or a subscription change that needs billing lands as a work item in the right person’s queue. If you keep your current CRM, it stays the record.

Start with the moment that costs the most follow-up: usually the handoff after a won deal. Create a workspace for new customers, invite the reps, legal, billing, onboarding and customer success, and open the next won deal as a handoff work item instead of a kickoff email. After a few deals you will see where handoffs wait, which contracts stall and which kickoffs slip. Then bring discount approvals and customer escalations into their own workspaces, connect the CRM you already use and, if it fits, add the Sales suite apps from StoneOS. Mi Retail is free to start, so you can prove the value with one flow before extending it.