About the client
Founded in 2004, our client operates within the media and entertainment industry, specializing in network shared storage and media management solutions that support intelligent, collaborative workflows. Their technology is designed to streamline the storytelling process by enabling seamless collaboration, enhancing production efficiency, and eliminating repetitive tasks that impede creativity.
Client challenges
Following a corporate merger, our client unified customer and sales operations to enable a full-solution sales approach. While they were familiar with Salesforce, they required strategic support for complex tasks, including system integration, aligning sales processes, and transitioning to subscription-based offerings.
They also aimed to automate manual renewal and amendment tasks, implement subscription billing for support services, and streamline contract workflows digitally using CongaSign.
Key challenges:
- Provide Salesforce CPQ consultation and configuration to introduce a subscription-based product catalog, including hardware support and service SKUs.
- Automate the renewal and amendment process in CPQ, including 12-month contract terms, renewal opportunities, and reminder notifications.
- Set up a Conga template integrated with CongaSign for seamless digital execution of service agreements.
- Consolidate customer data by analyzing, de-duplicating, and mapping accounts, contacts, opportunities, quotes, and sales activities.
- Enhance the Zendesk-Salesforce integration to prioritize key customer service and entitlement information for the support team.
Solution
LevelShift provided consulting and advisory support across all areas of the CPQ requirement. This included reviewing the current setup, evaluating new SKU additions, troubleshooting, and guiding the client on how to approach specific CPQ tasks while sharing best practices.
We implemented key components, including updating the Zendesk connector to enhance visibility for the support team and creating a Conga template to streamline contract generation and signing.
We also led the data preparation effort, analyzing and de-duplicating customer records to ensure a clean and accurate transition. The team manages the end-to-end customer data migration as part of the overall solution delivery.
Benefits
LevelShift enhanced the client’s sales and support workflows by optimizing Salesforce CPQ, upgraded the Zendesk to Salesforce connector, and implemented Conga templates with CongaSign to streamline contract management.
LevelShift also optimized the Salesforce CPQ, upgraded the Zendesk to Salesforce connector, and implemented Conga templates with CongaSign. This enhanced the client’s sales and support workflows, as well as streamlined contract management.
Key outcomes include:
- Boosted sales efficiency: CPQ automation increased productivity by over 60%.
- Faster support access: Zendesk connector updates improved response times by up to 60%.
- Accelerated contracts: CongaSign reduced contract processing time by nearly 50%, enabling clients to create more Conga templates with greater ease.
- Clear SKU management: Established streamlined processes for SKU additions in CPQ.
- Consistent product models: Enabled replication of CPQ designs for scalability.