Customer Stories

Customer STORIES www.salesforce.com/products/quote-to-cash | i

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INTRODUCTION Salesforce customers create quotes, contracts, and invoices quickly and easily so that they spend less time on administration and more time growing their businesses. Salesforce automates the entire Quote-to-Cash process, saving customers time and money. Read on to see how Salesforce Quote-to-Cash helps our customers succeed. www.salesforce.com/products/quote-to-cash | iii

Salesforce CPQ helps Cloudera Streamline Sales Processes Challenge: Simplify quoting and accuracy and manages discounting practices, helping “The implementation of manage discounting practices sales reps reduce errors and improve productivity. Salesforce CPQ is vastly After discovering Salesforce CPQ, he implemented it As an enterprise data management company, at five different organizations. Based on his extensive less complicated, faster Cloudera manages a high volume of renewals, add- experience with CPQ vendors, Nilsson presented ons, co-terminations and pro-rating, and salespeople multiple CPQ solutions in an internal bake-off to and less expensive often have to consolidate multiple renewals into Cloudera’s finance team, and Salesforce CPQ was one. This can quickly become very complicated. the clear choice. After he sent his requirements than other CPQ Cloudera was using the standard Salesforce price to Salesforce CPQ and received their proposal, software” books with some customizations, but this approach implementation took only two weeks. had limitations. In addition, Cloudera was using “Previously, I had implemented CPQ solutions from a an email-based approval process for discounting; number of vendors,” said Nilsson. “While some vendors conversations about discounting were handled in offer a thousand points of functionality, I needed to back-and-forth emails. When the opportunity came to focus on the features that really matter to Cloudera. help streamline Cloudera’s sales processes to prepare It was also clear to me that the implementation of for rapid growth, Lars Nilsson, VP of Field Operations Salesforce CPQ is vastly less complicated, faster and for Cloudera, knew where to start. less expensive than other CPQ software.” Nilsson had helped dozens of organizations implement Benefits: Sales 2.0 technologies while working as a consultant before joining Cloudera. He had seen the benefits of Salesforce CPQ provided many benefits to Cloudera, implementing a Configure Price Quote (CPQ) solution including the ones described below: and understood that CPQ could be an essential part of their sales process re-engineering. Easy Adoption for Salespeople Solution: Implement a proven CPQ Cloudera’s sales team found Salesforce CPQ to solution be very intuitive, just like Salesforce. Built on the Salesforce Platform, Salesforce CPQ provided a truly Before joining Cloudera, Nilsson founded and ran native experience that allowed salespeople to take Lars Nilsson Sales Source, a sales operations consultancy that advantage of important Salesforce functionality like VP of Field Operations helped dozens of organizations implement Sales 2.0 multicurrency support. Salesforce CPQ introduced Cloudera technologies. In this role, he had implemented CPQ a user-friendly CPQ interface into Salesforce without solutions from a number of vendors. For increasing imposing another external system that salespeople the speed and accuracy of the quoting process, Lars’s would need to do their job. Cloudera salespeople tool of choice was Salesforce CPQ. Salesforce CPQ simply go into an opportunity and select the SKUs that simplifies configuration, ensures pricing and quoting Nilsson and his management team have pre-loaded into Salesforce CPQ. 1 |

“The sales reps don’t realize that they’re in Salesforce his request is urgent, Karan has been able to get CPQ—they feel like they’re in Salesforce,” said Nilsson. support after work hours. And, Nilsson has found that “The experience is so native that you can access all Salesforce CPQ listens carefully to his suggestions the usual Salesforce functionality while you’re in about product features and addresses them in Salesforce CPQ.” product updates. Automated Discounting Controls “They go above and beyond for me as a customer,” Salesforce CPQ has given Cloudera a handle on said Singh. discounting practices across offices and regions. Now, “I can go to Salesforce CPQ and say, ‘Hey, can if salespeople try to offer a discount over a specific you guys build this feature or enhance that one?’” amount, Salesforce CPQ will automatically initiate said Nilsson. “They’ll take me seriously. Having a an approval process. While a 10% or 15% discount development partner who can understand our needs might require one or two people to sign off, a 35% and take action is so valuable.” discount now requires multiple tiers of approval, including a sign off from the CFO. Salespeople also Streamlined Workflow have to provide written justification for why they are Salesforce CPQ makes it easy for Cloudera salespeople requesting discounts, and each approver can add to configure, price and quote complicated blends comments as well. Nilsson even plans to implement a of renewals, co-terminations and add-ons within About Cloudera dashboard that will rank reps and their team members the familiarity of Salesforce. Salesforce CPQ also on average discounting behavior. For a discount that saves reps from complex calculations and potential Cloudera is revolutionizing enterprise data requires five signatures, Salesforce CPQ can automate mistakes. management by offering the first unified Platform the approval to go to all five people at once, or one at for Big Data, an enterprise data hub built on a time. Capacity for Growth Apache Hadoop™. Cloudera offers enterprises one place to store, process and analyze all their data, “Thanks to the automated discounting controls, As Cloudera expands it sales organization in the empowering them to extend the value of existing Salesforce CPQ will be easier to justify than any other coming year, Lars expects to scale its use significantly. investments while enabling fundamental new ways tech purchase I make this year,” said Nilsson. “The new to derive value from their data. Only Cloudera process encourages our salespeople to sell on value.” “I know a company that has over 500 reps using offers everything needed on a journey to an Salesforce CPQ, and that makes me feel very, very enterprise data hub, including software for business A True Partnership comfortable,” said Nilsson. critical data challenges such as storage, access, management, analysis, security and search. As the Karan Singh, Senior Sales Operations at Cloudera leading educator of Hadoop professionals, Cloudera and Nilsson’s implementation specialist, notes that has trained over 20,000 individuals worldwide. Over Salesforce CPQ customer service representatives 800 partners and a seasoned professional services have been knowledgeable and very responsive. In team help deliver greater time to value. Finally, only his experience, they frequently go outside the scope Cloudera provides proactive and predictive support of their role to address any questions he has. When to run an enterprise data hub with confidence. Leading organizations in every industry plus top public sector organizations globally run Cloudera in production. www.salesforce.com/products/quote-to-cash | 2

NetMotion Wireless Created a More Profitable and Efficient Sales Team by Replacing Their CPQ “Our accuracy has leapfrogged... Challenge: Create a more profitable IT Director Morgan Van Wely was responsible for and efficient sales machine finding and implementing the right solutions, and the Salesforce CPQ first thing he did was to replace their CPQ software. NetMotion Wireless was growing fast—their software He faced an upcoming product release that involved a is much better filled a critical need for the market and they had a complicated licensing and maintenance fee structure, sound sales strategy in place. But they knew they and he knew the current software could not handle integrated with our could grow faster. Their challenge was execution. the complexity. He needed to find a new CPQ app that could handle their complex needs, and was built licensing system.” They focused on creating a more profitable and on the Salesforce Platfom. This would ensure that efficient sales machine by streamlining all existing the data would always be up-to-date and reliable. He sales and marketing applications, which had been chose to implement Salesforce CPQ. selected on an ad hoc basis. The new solution suite needed to integrate with Salesforce CRM, and it Benefits: also had to meet the varying needs of a team of 30 Salesforce CPQ provided many benefits to NetMotion salespeople with multiple roles—plus a network of Wireless, including: channel resellers. One important component of the new solution Rapid implementation that fits their exact would be an automated configuration-price-quote needs (CPQ) solution. They implemented CPQ software, Although NetMotion Wireless spent nearly three years however, three years later, the team still struggled to trying to build their complicated business rules into their make the CPQ app work for them. For example, the old quoting solution, they got up to speed on Salesforce tool couldn’t handle the company’s complex pricing CPQ in just nine weeks! Advanced pricing and volume structure and licensing rules. The sales team was still discounts? Check. Subscription and renewal prices? Got creating quotes manually, switching back and forth it. Complex product bundles? No problem. between their licensing database, Excel and Word to configure a full quote. The software also failed to A user-friendly interface that reps actually Morgan Van Wely provide clean and accurate data, even though the use IT Director provider said the solution integrated with Salesforce. NetMotion Wireless Solution: Replace their old CPQ Unlike NetMotion Wireless’ previous tool, which had a challenging user interface, Salesforce CPQ is simple with one that can handle their and easy to use. Because Salesforce CPQ is built complex requirements directly on the Salesforce Platform, the sales team never has to leave Salesforce to create accurate quotes. 3 |

More accurate quotes—made even faster are now made in Salesforce. Why? Because Salesforce “Our accuracy has leapfrogged,” said Van Wely. The CPQ is built 100% native on Salesforce, and that reason? NetMotion Wireless sales reps don’t have means complete, clean data that’s always up-to-date. to manually configure any part of their sales quotes Because the company had already made significant any more. In fact, they depend on Salesforce CPQ to investments in Salesforce, this complete data automatically make suggestions about what to include integration was very important. in each proposal. “We’ve leveraged the investment we’d already made Van Wely added: “Salesforce CPQ is much better in Salesforce,” says Van Wely. integrated with our licensing system. It looks back “Plus, I’ve gotten lots of positive feedback from our on licenses that our customers already have and salespeople.” uses that information with guided selling to produce A roadmap for 100% adoption by better and more accurate quotes.” channel partners This save the sales team a lot of time, making them NetMotion Wireless plans to give channel partners more productive. It also makes them more profitable. access to Salesforce CPQ. Currently, more than 93% Each rep now produces a sales quote in 12 clicks—down of their sales are closed through reseller channels, and from at least 20! they’re shooting for 100%. A responsive partner “Right now, when a reseller wants a quote, our inside It was immediately apparent to NetMotion Wireless sales team generates it for them,” says Van Wely. that Salesforce is a company that delivers what “Just think about how much easier it will be when our they promise—any time it’s needed. Van Wely partners can do that for themselves in our partner reports that Salesforce’s level of responsiveness portal on Salesforce CPQ!” About NetMotion Wireless and the quality of communication was far superior NetMotion Wireless develops Enterprise Mobility to any NetMotion Wireless had received before, Management (EMM) software for organizations particularly their prior vendor. with mission-critical mobile workforces. The company’s products are used by millions of people “The Salesforce CPQ team jumped right in with both worldwide and address the unique challenges feet no matter what we needed,” said Van Wely. “And created by these workforces by providing the Salesforce CPQ delivered extraordinarily quickly.” security, visibility, and control that IT departments demand; while minimizing the connectivity Greater ROI from Salesforce challenges faced in the field so mobile workers can be more productive. Thousands of enterprises More than 97% of NetMotion Wireless’ sales quotes around the world are using NetMotion products to keep millions of mobile workers connected to applications. www.salesforce.com/products/quote-to-cash | 4

Nimble Storage Increases Speed and Accuracy of Sales Quotes and Orders with Salesforce CPQ “Configuration errors are now almost Challenge: Old quoting systems experience with sub-par quoting solutions, so we were couldn’t keep up with the growth in discriminating in our research. Not only was Salesforce nonexistent due CPQ the best solution, we were surprised to find out products that their startup costs were much lower than some of to the rules put in Nimble Storage has grown since its beginnings in the other solutions on the market.” place by Salesforce’s 2008, and with that growth has come an increase Benefits: in products, now totaling more than 600 line items. product configuration Prolific output can be a good thing for a company, Salesforce CPQ provided many benefits to Nimble but the existing quoting solution at Nimble Storage Storage, including: engine.” couldn’t keep up with the need for quick releases. Easy Installation and Admin Ruchika Chopra, Manager Sales Operations at Most of Nimble Storage’s data was already in Nimble Storage, is responsible for the overall Salesforce, so installing and getting up to speed on effectiveness and productivity of the company’s Salesforce CPQ was quick and easy. This allowed the sales teams. He administers and optimizes all sales company to avoid hiring expensive outside resources, processes, tools, and training. With a large sales such as consultants and implementation experts. team spread throughout North America, Europe, Asia, and Australia, Nimble Storage was relying on a Training was extremely easy, too. Because of native complex and difficult-to-manage spreadsheet-based integration with Salesforce, and the intuitive and quoting and sales order system that quickly became straightforward user interface in Salesforce CPQ, unwieldy for reps. The quoting process was in need Nimble Storage was able to train their entire team of an overhaul. “It’s all about scale. We needed to be using a two-hour WebEx session, supplemented prepared,” said Chopra. by optional one-hour coaching sessions twice a Solution: CPQ that is easy to use, week for a month. First-time user Ruchika Chopra, Sales Operations Manager, was really impressed install and administer and learned to manage the program for Nimble Ruchika Chopra Nimble Storage needed an affordable quoting tool Storage’s Quote-to-Cash and New Product Introduction Manager Sales Operations that was seamless with its Salesforce CRM platform processes in just days. Now, all new hires are briefed Nimble Storage to streamline the quoting process and also provide quickly and easily as part of their onboarding process. flawless data reporting. They found the perfect tool in “Creating quotes is now a breeze compared to the Salesforce CPQ. tedious spreadsheet mechanics reps struggled with According to Chopra, “Our leaders had some before Salesforce CPQ, said Chopra. “Other quoting tools I’ve used require technical expertise around 5 |

program languages and configuration rules. But by Now, using Salesforce CPQ, reps create quotes my second or third week at Nimble Storage, I was seamlessly, quickly, and even remotely with zero fear of easily configuring products using Salesforce CPQ.” data-entry snafus, processing errors, or missed pricing updates. Plus, the complaints that managers had More Accurate Quoting been accustomed to hearing about the cumbersome For Nimble Storage, quoting hasn’t just gotten faster quoting process have totally disappeared. and easier, it’s also gotten more accurate. Before “Salesforce CPQ eliminated all of our dual processes. Now Salesforce CPQ, one in every five quotes created that quoting is tied directly to Salesforce, our quoting manually contained errors in pricing, configuration, tool is always automatically in sync with our verified or account information. With Salesforce CPQ, the numbers,” said Chopra. accuracy of product configuration options in quotes rose to nearly 100 percent at Nimble Storage, even as Time Savings Through Automation reps created multiple quotes. The business development benefits of Salesforce CPQ According to Chopra, “Configuration errors are now are invaluable to Nimble Storage. Using a quoting tool almost nonexistent due to the rules put in place by that works in perfect harmony with Salesforce not only Salesforce’s product configuration engine.” streamlines customer quotes, but also automates discounting and forecasting, and enhances visibility Streamlined Quoting Process and into sales rep behaviors. Nimble Storage can now easily Foolproof Conversion see the specific products and packages that reps offer Prior to using Salesforce CPQ, transitioning quotes customers, and which solutions are most successful. to sales orders required a complex set of manual What’s more, Salesforce CPQ has allowed Nimble steps. First, sales reps would generate quotes with Storage reps the freedom to quote on-the-fly. Rather About Nimble Storage a spreadsheet-based tool on their local drives, then than being tethered to their computers to create and switch to another tab and attempt to create sales email quotes, reps can now access the system using The mission of Nimble Storage is to give its orders by duplicating the data. The order-entry their mobile devices. This streamlines the approval customers the most efficient storage platform administrators then had to copy and paste the data process for managers, and allows them to submit on the market. Since launching its first flash- from each field into the ERP system, validate the sales orders to the ERP system electronically. optimized storage products in 2010, over 2,000 information against Salesforce product and pricing customers have benefitted from Nimble Storage’s data, and finally, close out the information. All of that Chopra notes that “for our admins, the order entry award-winning products, integrated data keying dramatically increased the chance of errors, process has decreased from roughly twenty minutes to protection, and world-class support. Its unique, as little as two minutes per quote.” hybrid storage systems integrate the exceptional which meant that reps had to keep their eyes on performance of flash with the favorable spreadsheet, CRM, and ERP data. economics of high-capacity hard disk drives. This hybrid solution provides adaptive performance and scalable capacity for storing and protecting today’s critical business applications. www.salesforce.com/products/quote-to-cash | 6

Salesforce Delivers CPQ on a Global Scale “It used to take 30-45 Challenge: Simplify quoting Benefits: Domino Printing Sciences develops and Salesforce CPQ provided many benefits to Domino, minutes for a basic manufactures printing technologies for coding, including: quote, and now it takes marking and printing variable data onto a vast range of substrates in a variety of market sectors. Ease of Use just 5-10 minutes. Although they used Salesforce to track and manage For Domino Printing Sciences, the most important opportunities, their quoting system was external and criteria in selecting a CPQ solution was ease of use. Salesforce CPQ is a relied on Excel price sheets that required constant With Salesforce CPQ, the sales teams are able to huge time saver for all maintenance and updates. configure and quote their products with ease, and Domino’s North American team had successfully create a quote or proposal with minimal clicks. They of our teams around implemented Salesforce CPQ (Configure Price Quote) are also able to store all of their quoting documents software and had been using it for two years. When and data in Salesforce, allowing sales operation staff the world.” the global team led by Avril Kirwan, Global Project to easily analyze and create reports based on the Manager for Salesforce, set out to address their quotes sent. quoting and pricing challenges globally, they decided In addition, the sales team are delighted that they are to implement the same Salesforce CPQ solution able to quote from anywhere at any time, no matter across all regions. where in the world they may be traveling. All they Solution: Implement CPQ on a need is an internet connection, and they are able to generate quotes and proposals in just a few minutes. Global Scale “My favorite thing about Salesforce CPQ is the ease As a global company, Domino faced some unique of use,” said Kirwan. “We try to make configuring and challenges when implementing a company-wide CPQ quoting as easy as possible for our account managers, solution. Starting in Europe, they began implementing and it is great that they are able to quote on the go.” Salesforce CPQ in Netherlands, Belgium, France, Germany, Spain, the United Kingdom, and Portugal. A huge time saver Kirwan’s team agreed to use the North American Quoting used to be a very time consuming process, Avril Kirwan template, but quickly discovered that the template regardless of whether they were quoting complex Global Project Manager (Salesforce) didn’t necessarily suit the unique needs of each solutions, or just creating basic quotes. Domino Printing Sciences country. The Domino team worked with Salesforce CPQ to create a template that provided the same look “It used to take 30-45 minutes for a basic quote, and and feel when they received a Domino quote, wherever now it takes just 5-10 minutes,” said Kirwan. “Salesforce they they were located. In the future, Domino plans to CPQ is a huge time saver for all of our teams around the continue expanding their use of Salesforce CPQ across world.” their other locations throughout the world. 7 |

30 - 45 minutes 80% ease Decr 5-10 minutes Before CPQ Salesforce CPQ Time Savings with Salesforce CPQ A partner that’s in tune with Domino’s needs When Domino needed expanded product enhancements, Salesforce CPQ was able to deliver, helping the Domino team to further improve their sales process. This ability to be responsive to Domino’s needs accelerated adoption within the Domino team. “When we’ve had the need for enhancements, the Salesforce CPQ team has been on the ball right away, putting our requirements onto their roadmap and releasing updates to deliver them,” said Kirwan. “The About Domino Printing Sciences Customer Success Team has been very helpful to work with. I look forward to continue working together!” Domino has grown strongly over the last 30 years to become a leading global supplier of coding solutions utilising a full range of products and technologies. Through our extensive worldwide network Domino provides their customers with reliable, innovative and cost effective solutions and enjoys an outstanding reputation for service and support. www.salesforce.com/products/quote-to-cash | 8