SALESFORCE CPQ OPTIMIZATION:
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TRIBAL KNOWLEDGE, DOCUMENTED -
SALES VELOCITY, UNLOCKED
STANDARDIZING COMPLEX QUOTING WORKFLOWS TO UNLOCK PIPELINE VELOCITY
01 - CHALLENGE
FRAGMENTED KNOWLEDGE AND PROCESS BOTTLENECKS
The company relied on informal chat forums and a single subject matter expert (SME) for Salesforce CPQ operations, leading to unverified data, duplicated efforts, and significant deal slippage. Without documented processes, the sales pipeline suffered from slow velocity and a high risk of "key-man" dependency.
02 — APPROACH
FROM DISCOVERY TO SPECIALIZED SYNTHESIS
To transform tribal knowledge into a scalable asset, the project followed a rigorous extraction and documentation workflow:
SME Discovery: Conducted deep-dive interviews to define tool philosophy, user personas, and core business requirements.
Process Synthesis: Analyzed the enterprise tool to identify recurring patterns, automation triggers, and edge-case scenarios.
Modular Architecture: Developed specialized instruction sets for complex CPQ functions, including:
Contractual & Transactional Deals: Differentiating agreement-based quotes from standard sales.
Pro-Ration Logic: Documenting Short Quote and Forward Quote terms to ensure end-date alignment.
Lifecycle Management: Mapping workflows for Subscription and Term Upgrades within the 120-day window.
Validation & Enablement: Established a dual-SME verification system and launched a company-wide training program.
03 — OUTCOME
INCREASED DEAL VELOCITY AND OPERATIONAL SELF-SUFFICIENCY
The implementation of the CPQ Handbook transitioned the organization from a reactive support model to a self-sustaining sales engine.
Accelerated Pipelines: Improved deal velocity by removing wait times for process-related inquiries.
Reduced Overhead: Drastically lowered the volume of support tickets and "bottleneck" questions to the primary SME.
Institutional Scalability: Decreased new-hire training time and added a permanent, transferable knowledge asset to the company’s valuation.
Data Integrity: Ensured 100% accuracy in complex quoting scenarios (pro-rates and term locks) through standardized referencing.
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