Case Study
BigCommerce
At a glance
After a negative experience with another partner, BigCommerce chose us to implement and configure Salesforce CPQ for their business. The requirements included a complete implementation, custom pricing and products, and consulting work.
The Challenge
Like many startups, the BigCommerce sales team was working without limits on pricing and quoting. Without strict guardrails in place, they were able to offer discounts that were too large or discount too many products and services.
That “free-range” quoting caused difficulty in billing, invoicing, and customer satisfaction. In addition, the previous failed implementation had left BigCommerce frustrated and forced them to start over again.
We were brought into the project to implement Salesforce CPQ, offer consulting on best practices, and turn the entire project around in a six-week timeline.
About BigCommerce
BigCommerce is an e-commerce software company that offers hosted shopping-cart solutions for a variety of businesses. From enterprise solutions to emerging businesses, the BigCommerce platform is built to solve the common issues of on-premise e-commerce software
Headquarters: Austin, TX, USA
Website: www.bigcommerce.com
Industry: Retail & Consumer Goods
The Outcome
In order to make BigCommerce’s Salesforce CPQ implementation fit their business model, we were asked to create complex setup, approval processes, and pricing models. These were implemented following best practices to ensure the long-term success of the quoting process.
While keeping within the six-week timeline, we were able to configure Salesforce CPQ to the unique needs of BigCommerce. Custom approval processes were created to require manager sign off before quotes could be sent. A custom price book and complex quote rules were created, but the complexity was hidden from the salespeople in order to make quoting simple for the end user.
After implementing Salesforce CPQ, BigCommerce has seen a huge reduction in time spent between sales and customer service. The new sales guidelines have reduced errors and quoting issues by salespeople. And the clarity offered by the new quoting process has made invoicing and billing a more straight-forward process.
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