Speed up Your Deal and Optimize your Forecast with Integrated CPQ and Contract Management
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Sure, CPQ can produce great quotes quickly and Contract Management ensures your Legal department and commercial teams are on top of sales contracts. But what happens if you connect the two systems and allow them to work from a single data model? Hear how one organization lived through the “dark days” of disconnected systems, and then came into the light with a single-vendor integrated CPQ and Contract management solution and started closing their deals at light speed.
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Speed up Your Deal and Optimize your Forecast with Integrated CPQ and Contract Management
- 1. #AccelerateQTC Michelle Asselin, Rogers Communication May 3, 2017 Speed up Your Deal and Optimize your Forecast with Integrated CPQ and CLM
- 2. Director, Deal & Contract Management Michelle Asselin
- 3. 3 Rogers Communications is a leading diversified public Canadian communications and media company. About Rogers INNOVATIVE COMMUNICATION SERVICES POWERHOUSE MEDIA BRANDS WORLD-LEADING NETWORKS WORLD-LEADING NETWORKS POWERHOUSE MEDIA BRANDS TOMORROW’S INNOVATIONS TODAY
- 4. Rogers – Solving the Challenges 4 SFDC Implemented Wireless, IoT, Solutions SFDC Org Consolidation Merge 3 SFDC Orgs (Wireless, Wireline, Data Centre) Extend SFDC for CPQ + CLM Buildout to extend Salesforce.com for CPQ / CLM capabilities. 2013 (Nov) 2015 (Apr) 2016 (May)
- 5. Selection Process + Why Apttus 5 Built on SFDC Platform No integrations required, all data in a single source SFDC Integration Deep ability on both “sides of the fence” critical Uniquely positioned as a complete package Strong CPQ + CLM Leverages Salesforce1 Mobile App Mobile Capability Allow the business to support themselves Minimize development at all costs Highly Configurable
- 6. Business Case Drivers 6 Cycle Time Reduction Simplify and collapse processes, serial vs parallel Cost Avoidance Sunset legacy platforms, expensive to maintain Revenue Assurance Eliminate revenue leakage from manual handoffs FTE Savings / Re-Allocation Focus on value add functions, refocus FTE 15 Month Payback
- 7. 7 Old State vs. Current State Pricing Build & Approval Contract Lifecycle Management Old State Current State Custom Quoting App Custom Contract App + Pricing Approvals = = = Quotes, MSAs = 100% Manual Pricing Build & Approval Contract Lifecycle Management Legacy Apps
- 8. Opportunity Quote Approval A single opportunity consisting of products across LOBs: Wireless Wireline Data Centre IoT / Services Products across all LOBs on a single quote: Wireless Wireline Data Centre IoT / Services A consistent and standardized approval process for all LOBs: Deal Desk Quote Contract Agreement Body Product Schedules Product Schedules Product Schedules CSOW Quote Amendment MECA Wireless Wireline Data Centre IoT / Services Amendment Amendment Amendment New Opportunity and Agreement Structure
- 9. 9 Turnaround Time and Forecasting Efficiencies Before After Wireline Quote Turnaround Times 52 hours 18.5 hours 64% reduction σ (StdDev) 233 (n-1069) 29.5 (n=846) 87% improvement Forecast Accuracy • Relied on Sales estimates of TCV and MRR • Not tied to product categories • Based on actual values • Tied directly to product categories Timing • Sales would move opportunities through stages randomly • Sales stages tied to actual progress of opportunity through system • Closure tied to e-signature
- 10. 10 Implementation “Gotchas” to Avoid Apttus is easy! The hard part is what Apttus doesn’t do! • Do not underestimate upfront business case & planning effort • “Stick to your guns” on implementation timelines • Blow up current state processes COMPLETELY! • Do not underestimate amount of change management + training required • Take easiest option possible for legacy data migration • Large implementation? Don’t be a hero! Seek the help of a partner
- 12. Thank You! 12
Editor's Notes
- ====Michelle to speak==== Innovation Communication Services: Deliver state-of-the-art wireless communications to nine million Canadians Offer next-gen digital cable and internet services to 1.8 million households Powerhouse Media Brand: Power Canada’s most iconic media brands: Sportsnet Macleans Chatelaine NHL Toronto Blue Jays Toronto Maple Leafs The Shopping Channel World-Leading Networks: Invest $2 billion annually to provide customers with the fastest wired and wireless internet experience Rogers is spending $5 billion over five years to deliver Canada’s first all IP platform Tomorrow's Innovations Today: Home Services Mobile Commerce Digital Services Next Gen Business Services
- ====Michelle to speak==== -Our SFDC Journey ---We changed CRM platforms, implemented SFDC ---Rogers 3.0 formed EBU - consolidated 3 SFDC orgs ---then started building out the next logic steps of the roadmap to extend SFDC for CPQ CLM.
- ====Michelle to speak==== -selection process Highlight capabilities we were looking for: ---tight integration with SFDC ---mobile capabilities ---strong CPQ + CLM functionality ---highly configurable w/ ability to handle high complexity (did not want to repeat mistakes of the past - custom built solutions, costly and slow to maintain, etc) Discuss how we did an in-depth look at what was out there (started with 5, downselected to 2). Very structured evaluation approach: (expand? Detailed 300? HL requirements, full day demos where vendors had to demonstrate real scenarios in tool, etc) -Why we landed on Apttus: 100% Native SFDC, Mobile (Salesforce1), Robust CPQ + CLM X-Factor > X-Author ! (show a yellow ticket?) - Ensure you have an engaged project team and executive sponsor.
- ====Michelle to speak==== Highlight how teams collaborated (Michelle's team + Cam’s Team) ---Cycle time reduction (efficiency gains in entire Q2C flow – majority of offline/manual processes to be simplified and collapsed in tool), serial vs parallel ---Highlight Revenue Assurance (huge, estimated $2M/year in savings) ---Cost Avoidance – legacy platforms maintenance costs (poor man’s apttus, except more costly and slow) ---FTE savings/re-allocation 15 Month Payback
- ====Michelle to speak==== Old state: -Merging the EBU SFDC, foundational (first step) - quotes and contracts still in original silo mode (own unique process, tool or lack of)! -customers buying products from multiple LOB results in multiple quotes. Single quote only possible if done manually offline -data issues across silos a complete mess, lack of visibility -various teams can now tap into this in a single source SFDC Discuss desire to move to a "single deal for all products" strategy Required us to create: -Unified SFDC Opportunity -Unified Apttus Quote (CPQ) -Unified Apttus Agreement (CLM)
- Implementing a unified CPQ/CLM solution allowed Rogers to unify our previously separate opportunity, quote, approval and contracting processes. For example, we are now able to quote a multi-line of business solution (data centre combined with IOT, for example) on a single quote and agreement. Likewise, our support teams like Finance, Deal Desk, Product and Pricing now experience the opportunity review process the same way, no matter what we’re selling.
- When comparing pre- and post- implementation metrics, it is imperative to compare apples to apples. Only our pre-implementation wireline quoting turnaround times contained the same steps as post-implementation, but the above metrics are compelling. Standard deviation is just as critical as actual TAT, as managing customer expectations is only possible when standard deviation is low. Forecasting accuracy is now assured ONCE an opportunity reaches the quoting stage. We are still working on solutions for forecasting prior to quoting stage. Sales stage discipline was embedded in the solution, so that proceeding to quote = qualify, proceeding to agreement = commit, and e-signature closes an opportunity as won automatically. This disrupted previous forecasting expecations and behaviours.
- ====Michelle to speak==== -Don’t underestimate the upfront business case, and planning. (?) -Set a realistic timeline to implement and don’t cut corners on: ---"initial planning" before jumping into implementation mode ---"User Acceptance Testing" before launching -Don’t underestimate the amount of Change Management and Training required. (Apttus may be a great product that is intuitive, but your users will struggle with change to their day-to-day since you will most likely be flipping it on its head… technology and process wise) -For a large implementation, get the help of a partner! (don’t try and figure it all out the first time on your own. ) -Consider blowing up your current state process completely! We started greenfield and just asked everyone "how should this work" . You are most likely heavily constrained by existing legacy technology and need to think freshly -Take the easiest option possible for legacy data migration (do not try and shoehorn it into your new model, will become a data transformation nightmare!)
- ====Michelle to speak==== -Apttus enabled us to completely revamp our entire Quote to Contract in a relatively short amount of time. -We are a large, complex business selling many different types of highly customizable solutions. Apttus is flexible enough to handle the complexity we required to support our business needs. -We hope you found this presentation useful, thanks for taking the time to join our session. Please feel free to contact us after this session if you have any questions for us, we are happy to help.
- ====Michelle to speak==== -Thank the audience for their time -Mention that we are accessible for questions now or via email / or find us on linkedin