- Case study
Fast, seamless quoting for a Fortune 500 firm
How VMware sped up quoting turnaround time to bolster CX in a big way
VMware, a Fortune 500 software and services company with more than 30,000 employees across the globe
Enquero, a Genpact company, evaluated VMware's renewals quoting system, isolated the issues that were slowing down the process, then designed and deployed a solution that addressed those challenges – and more.
A big boost in customer satisfaction and a faster, sleeker renewal quotes process for more successful business outcomes.
More companies are relying on subscription-based models such as software-as-a-service (SaaS) to help them conduct business for their own – and their customers' – convenience. But generating renewal quotes is often complex, frustrating, and time-consuming, hurting the bottom line of subscription providers and their clients.
Subscription providers know that upselling, cross-selling, and renewals are critical to success. VMware has a huge customer base but maximizing its value for quoting renewals presented a challenge. The system was a patchwork of purchase histories, discounts, and details about former customers, all mixed in with enterprise licensing agreements (ELAs).
The company was just about able to create and manage quotes using configure, price, quote (CPQ) platforms, specifically one offered by a leading cloud-based solutions provider. But quoting on renewal agreements was a major pain point. Getting them right required extracting information from thousands of lines of code relating to past purchase histories while the system scoured the installed base (IB) for key details. Multiple problems were weighing the process down, including:
Enquero conducted a thorough analysis of all the use cases in VMware's existing CPQ environment. The team quickly discovered its limitations: it couldn't scale or customize to allow for more complex computations when creating renewal quotes. With this knowledge in hand, we worked with VMware to devise the following solution:
The new renewal quote creation platform has helped VMware achieve:
And because we made the Augmented CPQ solution scalable, VMware can now adapt it for use with other functions, such as deal management, IB administration, and finance.