A business doesn’t stand still – it constantly evolves to remain innovative and competitive, with technical requirements changing accordingly. Quote-to-Cash systems underpin the middle office, automating a range of critical, complex business processes, involving a variety of integrations. Hear from the experts on how to efficiently identify, assess, prioritize and upgrade customizations needed for enabling business objectives over the lifetime of a Quote-to-Cash solution.

1. © 2018 Apttus Corporation
#AccelerateMO
Jeff Nichols
Robert Garcia
Katy Rudd
May 15, 2018 4:30 - 5:00
Best Practices for Managing
Customizations for Quote-to-Cash

2. © 2018 Apttus Corporation
Katy Rudd
Director, Business Transformation
• Katy Rudd is a member of the Apttus
Business Transformation Advisory
team working with strategic customers
undergoing transformation. Prior to
joining Apttus, she worked for
customers of Apttus and a private
consulting firm.
Robert Garcia
VP, Business Transformation
• Robert Garcia leads the Apttus
Business Transformation Advisory
team, working with strategic customers
undergoing transformation. Prior to
joining Apttus, he spent 8 years
working for SI consulting firms in the
CRM and CPQ space.
Jeff Nichols
Director, SFDC Architecture & Delivery
• Build successful relationships with
leadership and key stakeholders to
reduce friction in processes, enabling
Iron Mountain Data Centers to
consistently and relentlessly deliver.
Turning customers into advocates is
what makes me tick; it's in my DNA.

3. © 2018 Apttus Corporation
Customization Analysis: Approaches & Considerations
Approaches
 Apttus Out-of-Box
 Includes Extended Configuration
 App Store (Salesforce / Microsoft)
 Other 3rd
Party Extensions
 Customizations
Considerations
 Total Cost of Ownership
 Integrations
 Downstream from CPQ
© 2018 Apttus Corporation

4. © 2018 Apttus Corporation
We Hear These Primary Reasons for Customization
 Repurpose, Cover Holes
 Short-Sighted
Gap or Forced Fit
 Overengineering
 Use of features “because we
can”
Over Automation
 “Business as Usual”
 “Devil You Know”
Resistance to Change
 Limits to tech or capability
 Often no longer valid or in
place
False Constraints
 Patchwork approach over
time, failure to document
 IT turnover, loss of orig. team
Improvised Solutions
 Upgrades, features, and
releases that never get
adopted
Failure to Adopt
 In the name of User
Experience
 Sacrifice rigor or detail
Save Clicks
 Unique process nuances
 “But we’re different!”
Process Realities
 Customizations made for sake
of convenience or necessity
by downstream systems
Downstream Requirements
 Individual needs or preferences, “squeakiest wheels”
Personal Agendas
© 2018 Apttus Corporation

5. © 2018 Apttus Corporation© 2018 Apttus Corporation
Iron Mountain Incorporated (NYSE: IRM), founded in 1951, is the global leader for storage and
information management services. Trusted by more than 225,000 organizations around the world, and
with a real estate network of more than 85 million square feet across more than 1,400 facilities in over
50 countries, Iron Mountain stores and protects billions of valued assets, including critical business
information, highly sensitive data, and cultural and historical artifacts. Providing solutions that include
information management, digital transformation, secure storage, secure destruction, as well as data
centers, cloud services and art storage and logistics, Iron Mountain helps customers lower cost and
risk, comply with regulations, recover from disaster, and enable a more digital way of working. Visit
www.ironmountain.com for more information.

6. © 2018 Apttus Corporation© 2018 Apttus Corporation
Our Approach at Iron Mountain
Act based on priorities and readiness
Governance and Resources RACI
Minimum Viable Product Managing Upwardly
Extend the module to meet our unique requirements
Feasibility + Expertise? Interim Solutions
Vendor & Roadmap Outside-the-box
1) Assess
Identify the use cases and needs
OOTB Capabilities Keep it Lean
Build vs. Buy position Customization
2) Evaluate – Can I Buy?
Classify solution recommendations to address
Key Dependencies Business Process Change
Issues & Enhancements Benefits & Cost of Inaction
3) Classify 4) Execute

7. © 2018 Apttus Corporation
Three Customizations….within Boundaries…
Our Customization Examples
© 2018 Apttus Corporation

8. © 2018 Apttus Corporation
Type 1: Gap or Forced Fit
© 2018 Apttus Corporation
The Need:
Lead time and Operations Approval functionality, constraint was functional gap
Options:
OOB capability not available
Expand via platform frameworks (SFDC native customization)
Deciding Factor:
1) Able to achieve with minor code extension
2) Leaves room for future OOB option (reversible)
3) Framework is reusable and not a one-off
Best Practices:
Document the customization so that we can manage
Go/No-Go based on requirement criticality to the business; process realities
Test, train, communicate
#1 Price List Item Extension

9. © 2018 Apttus Corporation© 2018 Apttus Corporation
Type 2: False Constraints
#2 Asset Extension
The Need:
Understand a customer’s total “KW” and “space” – a key set of metric for us to track. Constraint
of limited funds
Options:
1) Buy revenue management module ($$)
2) Build/Add financial calculations on Asset
Deciding Factor:
1) Interim solution allows future extension & customization doesn’t require extensive coding now
2) Skillset to build =/= Skillset to maintain
Best Practices:
Limit your risk and exposure of over-customizing today if a smaller-scope function can get you
the metric. The “MVP” Approach in a phased way.
Leave the option open to buy

10. © 2018 Apttus Corporation© 2018 Apttus Corporation
#3 Asset Lifecycle
The Need:
Track changes made to customer’s Cabinet / characteristics. Constraint of downstream
needs for service use cases. Tag/identify with configuration management; we have to know
what we’re managing to control terms and risk.
Options:
Extend Apttus to cover these details (enabling of future integration)
Manage asset list offline (risk of omission)
Manual swivel-chair comparison processes (risk of error)
Deciding Factor:
1) Ongoing data-driven initiative to prepare integration for Service Now
2) Criticality to eliminate a swivel-chair process
Best Practices:
Customizations are worthy when they enhance metadata for more complete customer
delivery and better enable ability to feed downstream systems.
Type 9: Downstream

11. © 2018 Apttus Corporation
Results
Catalog SKU Reduction
Reduced number of SKUs
from 130 to 2 in our largest
branch of products …. and
25 to 1 in another branch
99% Template Reduction
Data center location-specific
templates (3 x n locations)
are eliminated via conditional
data
5x Bragging Rights
Adoption and User
Confidence = Sales people
brag about our system!!!
99%
© 2018 Apttus Corporation

12. © 2018 Apttus Corporation
Contact Information
Jeff Nichols
Director, Salesforce
Architecture & Delivery
Katy Rudd
Director, Business
Transformation
Robert Garcia
VP, Business
Transformation
Mail: jnichols@io.com
Web: IronMountain.com
LinkedIn: Jeff Nichols
Mail: rgarcia@apttus.com
Web: Apttus.com
LinkedIn: Robert Garcia
Mail: krudd@apttus.com
Web: Apttus.com
LinkedIn: Katy Rudd