Streamlining Sales and Billing Processes – Case Study of an IT Enabled Services Provider
The client is an online job portal focused on the Information Technology and related verticals to their customers in the United States and Europe.
Despite having implemented Salesforce CRM, the client was unable to achieve the benefits of an integrated sales, pricing and billing process. These functions operated as silo’s and were largely manual. Duplicate customer records, unstructured subscription pricing lead to chaos in billing and delivery, costing the company customers and revenue.
The Conam team undertook a business process analysis across the related functions and identified gaps and process improvement opportunities. This formed the basis of the proposed redeployment of the Salesforce Platform across required functions within the organization. A meticulous data analysis process ensured merging of duplicate records and a rejig and automation of data capture processes ensured duplicate records would not be created in the future. This project empowered the information intelligence process and significantly reduced manual processes. The Conam team also integrated Salesforce.com with Zuora to overcome the issues in the subscription-based billing model, which resulted in significant efficiencies in the billing process.
The Conam teams result was an extremely satisfied client. Our clients result was an automated process, having removed the speedbumps of the lead-subscription-billing-delivery process. Customer retention went up by 23% in the first year itself, and sales was up 36% by the end of the year.