CASE STUDY

Executive SummaryOne of the largest security software product companies had a regional mix of manual processes and governance, causing its resellers, partners, distributors and internal teams to perform their daily quotes-to-order business transactions in a disjointed and inconsistent manner. It envisioned a Quotes redesign project to transform its quote-to-order process. HCL was chosen to help the ISV bring in funcationality, consistency and scalability to this process.

The CustomerOne of the largest security software product companies providing security solutions is a leading supplier of network security and availability solutions creating best-of-breed computer security solutions that prevent intrusions on networks and protect computer systems from the next generation of blended attacks and threats.

The Business ObjectiveThe ISV’s regional mix of manual processes and governance caused its resellers, partners, distributors and internal teams to perform their daily quotes-to-order business transactions in a disjointed and inconsistent manner. There was no visibility to sales until the quote was actually approved. Manual processes were prone to error, causing inaccuracy and time-consuming rework. The discounting and incentive programs were also inconsistent and difficult to manage. The nine-year old, heavily customized Siebel application was inflexible to new changes demanded by business users due to the complexity in the existing code and the frailty of the current system. Moreover, users had to navigate through multiple pages to perform a task; the quoting process, which used three different interfaces, was consuming considerable amount of productive time of sales teams, channel partners and field representatives. Decision making was challenging due to the lack of trend analysis and real time management reporting.

HCL in the HIGH-TECHIndustryBuilding a better environment for salesHCL helps a large ISV improve visibility automating quote-to-order process

www.hcltech.com

CASE STUDY

Due to all these process and system limitations, the support and maintenance costs were significantly high, warranting the redesign of the quote-to-order process and system. This would essentially help the customer:

• To improve the current performance challenges and provide more flexibility around pricing and approval process and enhance the user experience by streamlining the processes for all internal and external users comprising of sales, channels, deal desk, resellers and distributors

• To introduce tiered pricing program to incentivize all parties involved in the quote process, where the distributor cost will be lowered to provide additional margin to the reseller based on their program level (Associate, Premier, Elite)

• To automate approval and margin rules

• To enable on-premise, on-demand and PRM application quote submission

• To cover all three CRM user groups through a unified , web-based solution

• To reduce the number of clicks and cycle time to create a quote and to allow users to view all details in one expanded or collapsible mode as preferred.

• To have a standard look and feel and to make the user experience consistent and friendly

• To enable real time reporting from opportunity to order and a 360 degree visibility into sales cycle from opportunity to quote-to-order

• To increase transparency of back-end data such as margins, COGS and VSOE

• To enable collaboration for other business teams in the quote approvals system

• To increase scalability so future pricing needs can be easily incorporated

The HCL SolutionSolution elements:

– Siebel On Premise, On Demand, CRM, PP

– MS.NET

– SAP

– OPA BPM

– Oracle CRM Services

– Sales Operations and Channel

– Partners (Distributors, Resellers)

WHAT HCL DID FOR THE CUSTOMER:

• Integrated quote process with pricing and approvals to provide:

– Faster pricing calculation enabled by writing the pricing logic in the database and synching up with SAP product master for product information.

– Pricing information updated regularly through daily batch managed jobs that fetch information from SAP

– Approval process simplified and reduced by providing all the pricing executive summary information on the quote header

– Elimination of manual process for Direct, Tier-1 and Tier-2 quote

– Flexible and consistent web-based user interface providing all the information in one page

– Automated line item creation from existing customer data or upload line items from Excel sheet

– Mobile enablement to view and approve quotes on mobile devices

• Enabled channel program automation pricing to provide consistent global channel incentive programs

CASE STUDY

• Enabled visibility of deal summary and all approvals within the system by providing:

– Executive summary for every quote—dollars and discounts in email for approvers

– Automatic linkage of Opportunity to Quote-to-Order

– Collaboration to manually re-route quotes from channel to sales and within teams

– Visibility to the calculations behind the deal prior to submittal

The Business Benefits Delivered• 120% response time improvement

• Significant productivity improvement by the streamlined quote-to-order process linking the opportunity to quote-to-order process with in-process and in-system collaboration among the cross functional teams, leading to forecast effectiveness

• Maximization of ISV’s revenue through visibility to VSOE

• Reduced total cost of ownership (TCO) of IT

• More accurate representation of business performance and measurement of operational metrics with real time management reports providing visibility and transparency for improved decision making

• Quicker quote approval process with back office and detailed reporting for partners achieved through the presentation of the pricing summary information on the quote header

• Greater visibility into net pricing and faster pricing calculation achieved in the same user interface by storing the entire line item detail in the database

• Improved usability achieved through streamlined user interface with reduced number of page hopping to perform a task

• One page view of quote enabled through single admin login page, resulting in significantly lesser maintenance

• 50% improvement in system performances through query optimization, utilizing improved system calls to database, thereby reducing the cycle time of the quote-to-order create process

The HCL Difference • Improved system performance by query optimization using hint optimization technique

called “Star Transformation” in the fact tables. This improved the query response time by 30% which enhanced the user experience of retrieving the query results faster than ever before.

• Followed Agile methodology by involving users in every step of the design and iterative testing for faster feedback and resolution of issues.

• Awarded the Best IT Transformation Project at Value Honors – Information Week 500 Conference.

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