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:
- The system couldn't handle the high volume of data generated by CPQ IB reports
- There were no central configurations and pricing engines to cover different use cases
- The CPQ platform faced scaling and performance challenges
- The system relied on the CPQ platform to customize the user experience