Technology & Innovation
Transform into recurring-revenue company with significant long-term upside
Industry: Technology & Innovation
Executive Summary
The client's quote, order, provisioning, Salesforce integration, support, and deployment processes had become increasingly difficult to manage as the business shifted toward recurring revenue.
Client: Our client, a leading global technology and networking company, was transitioning toward software subscriptions and recurring service revenue.
Background
The client's quote, order, provisioning, Salesforce integration, support, and deployment processes had become increasingly difficult to manage as the business shifted toward recurring revenue.
Challenge
Recurring failures between the commerce platform and Salesforce, asynchronous processing issues, high support-ticket volumes, growing backlogs, complex custom-code automation, and inefficient DevOps and release-management practices affected operations.
Strategy
Sales Cloud | Service Cloud | Experience Cloud | CPQ | Integration APIs | CI/CD | Copado | Gearset
Solution Overview
Info Services enhanced automation processes, addressed backlog requirements, established a more mature support model, introduced low-code automation, and implemented CI/CD capabilities. Error handling and validation for incoming commerce payloads were improved, while an auto-assignment rules engine addressed support priorities and backlogs.
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