Leading supplier of first aid kits and emergency care equipment, the client is a self-funding, non-profit organization providing first aid services and training options for corporate and individual customers.
The Challenges
As part of their Event Health Services business, the client deploys their employees and volunteers ─ termed as “Products” ─ for Emergency Care at events. These Products included individual Products as well as of Product bundles. The client needed support for configuring discounts at Product, Bundle, Quote, and Quote Group levels.
The client also wanted to set up an automated business process for the generation of secondary Quotes at a lower price, followed by merging values for both quotes in the customer’s Quote document (PDF). The client also needed a provision to accept or reject Quotes online. Further, the client’s consent for specific quotes needed to be captured and documented.
The Solutions
After conducting a detailed analysis of the current state, Persistent defined a roadmap for the digital transformation of legacy processes. The delivery team mapped the recommended design to CPQ implementation and configured Products and Price books in Salesforce.
Product Bundles and Quote Grouping was configured in CPQ, and business processes like auto-creation on Quote and Quote groups and cloning of Quote with different price book was automated. The Persistent Salesforce team also configured and customized Conga Composer and Conga Sign Apps for Quote generation and managing acceptance via eSign, respectively.
The Outcomes
The CRM implementation drove digital transformation in legacy manual business processes for capturing new businesses and building on existing customer engagements. Leveraging Salesforce automation powered by CPQ, Business Development Executives (BDEs) can now swiftly generate customized quotes for their end customers.
The client was able to streamline complex tasks like product bundling and applying discounts in quotes through CPQ’s Automation and Configuration. This freed up bandwidth for BDEs, allowing them to focus on business development. Automation facilitated the creation of secondary quotes within a single document, boosting flexibility for BDE users. The adoption of Conga Composer and eSign automated the end-to-end process, minimizing back-and-forth communication via emails and centralizing customer and BDE activities.
The client reduced manual efforts by adopting CPQ and Conga and improved customer experience while digitally transforming their quotation process.
Technology Used
- Sales Cloud
- CPQ, Conga (CLM)
