The client is a leading provider of SaaS solutions, specializing in contact centers, video conferences, voice communications, workplace collaboration, and embeddable communication APIs. With real-time business intelligence and analytics, the client’s platform empowers customers to create personalized user experiences, driving customer satisfaction and business growth.
The Challenge
Aiming to deliver best-in-class customer experience, the client wanted to streamline Quote-to-Cash (QTC) processes, consolidate acquired organizations into a unified global CRM system, automate service case assignments and implement real-time interfaces. They wanted to move away from legacy Configure-Price-Quote (CPQ) and Order Management Stack and reduce complexity around product and SKU definitions. With each price model being managed differently, there was a lack of a standard pricing approach, resulting in inconsistent pricing issue. Moreover, frequent customizations occurred due to the absence of standardized contracts, resulting in a lack of control over master data. Over time, exceptions in deal-specific customizations were added as features, increasing complexity. The client’s existing system did not support cross-border sales, impacting revenue growth.
The Solution
Persistent worked with the client to simplify existing processes, reworking on renewals, cancellations, resumptions, and Move, Add, Change, and Disconnect (MACD) processes to ensure business alignment. By leveraging out-of-the-box capabilities and minimizing customizations for a more efficient system, we transformed and restacked Industries Communications, Media, and Energy (CME) CPQ.
We helped the client establish a unified approach to pricing and discounting for Direct and Channel sales. Custom guiderails, validations, and operations on a core set of price points were set up to expand discounts and approvals. For enabling omnichannel customer support, Persistent integrated chat apps and implemented entitlements and Service Level Agreement (SLA) management for case deflection.
Persistent also instituted a Design Authority to review and provide data governance, ensuring standardized contracting and master data control. Moreover, Master Data Management (MDM) and data governance processes and tools were implemented for consistent data across catalogs.
The Outcome
With Persistent’s help, the client was able to standardize global business processes within one organization in under a year for all customer segments and products. Along with simplifying processes, the client accelerated time-to-market by introducing dynamic bundles. Additionally, modernizing the end-to-end Quote-to-Cash (QTC) process for products and subscriptions helped enhance user and customer journeys. On the other hand, implementing chatbot integration and self-service articles increased case deflection rates. Further, Persistent helped the client improve case resolution by achieving data unification and 360° omnichannel views, adding to customer satisfaction. With enhanced integration capabilities and increased automated remediation between QTC, finance and billing systems, the client prevented revenue leakage successfully.
Statistics
Global implementation APAC, NAM, ANZ, EMEA , UK
- Public Switched Telephone Network (PSTN) 55 Countries, virtual presence in 100 countries, 35 Global data centers
Licenses and Users
- 1,500 Salesforce
- 1,200 Service Cloud users
- 40,000 Customer community
- 3,500 Partner community
Duration
- 3 years
Integrations
- Netsuite Finance
- Boomi
- SmartyStreet Address
- Netex
- LogiSense
- SureTax
- Marketo Leads management
- GoTransverse
- Microservices
- Okta IDP
- Symphony
- ServiceNow
- Snowflake
