Optimize your sales process with complex sales cpq for Higher Education

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you [Music] hey Jim I'm using a driver in my office isn't that awesome working hard sales I'll call you back yes finance as a matter of fact I am working hard I'm building a rapport with one of my customers a rapport yes it's a French word that means look it's just French Sabah I thought we were getting along we are getting it up we are getting along well then Lance I assume you're familiar with the brand new product the digital subscription a key part of our digital transformation it has a highly innovative and elegant revenue model I've heard a word of it yes do you know how hard I've been working to ensure this company's long-term success and you haven't sold a single description subscription deal you keep selling the old way well selling the old way last year for your information got me to this and that's club well speaking of blunt force do you even know how the quoting tools work which one there's like ten of them every time they launch a new product there's a new quoting tool you know what's my favorite days enlighten me the back of a napkin old-school gives me all the flexibility I need to do the deal and get it done the right way my way I'm gonna pretend I didn't hear that Lance you need to calculate the prorated pricing accurately the quoting the digital subscription requires all this complex figuring and calculating and ratios I mean what is that math some of us call that math and I'm supposed to use an Excel spreadsheet as a quoting tool yes yes you are and to make it easier and faster we've employed some sophisticated macros and vlookups vlookups well now we're using a dating app as a quote until what is that it that's insane Lance you know what you are you're a very well-paid one-trick pony well you know what maybe I am maybe I'm just an old sales horse in this wild corporate circus who only knows one trick you know what that trick is no it's not math closing that's my trick I closed big big deals under the big top thanks listen to me there's a whole new generation of customers that are emerging and they have a different set of expectations and they expect us to deliver a seamless buying experience with flexible pricing and if we don't adapt we're going to we're going to go into what what were you going to say Bianca Vance if we're not careful we're gonna get disrupted what we're gonna get [Music] hello everybody my name is Pascal you mean I'm the general manager for Salesforce cpq and billing and it's my honor and privilege to welcome you to our keynote where we're gonna talk about how you can manage your quote to cash transformation similar to Lance Bianca many of you are here because you're going through some similar type of change in your businesses we've talked to many of you throughout the last few years and we understand those pains that you're going through and we feel confident that with Salesforce we can make those types of changes easier for you and for the future and we've seen it work so many times thousands of customers around the world many of you who are here today we have our cpq trailblazers around the world have configured over 45 million quotes already and our billing trailblazers has generated five and a half million invoices that's revenue that's growth that's value that you've created for your companies and that's just within one year for everybody here who's thinking about how you handle your transformation you too can have these results and we're gonna help you get there but first I want to say thank you to all of you our customers thank you for partnering with us on such an important journey we are so humbled by the trust that you put in Salesforce for such an important area and thank you for the feedback that you've shared with us throughout your journey because that feedback makes us better and helps the rest of our customers and to our partners the systems integrators and the ISVs who are here thank you for creating the capabilities and the expertise to help all of our customers be more successful and the industries take a note of our success we're honored to be identified as a leader in cpq for the third year in a row by Gartner this accomplishment is tremendous recognition of all of your work in helping get your companies through the transformation today we're going to talk about quote to cash transformation we're going to share some stories of customers who are going through those processes now and we're gonna share some of our product innovations and hear from customers directly but first I wanted to give you some context context in in terms of how we looked at cojo cash in context we've heard directly from you over the last few years just like lance and Bianca most companies some point in time started as a simple product single product company may have been a year ago a decade ago or a century ago but as you grow as you succeed you start to look for ways to scale and expand your business take advantage of innovations to make sure you stay ahead just like Bianca adding a subscription product you may be doing something similar or you could look to expand using your channels channel strategy or you could look to expand through acquisitions spent time with a customer just a couple weeks ago who acquired four companies in just one quarter each with different systems different processes and different go-to-market models they need to figure out how to make those for work as fast as possible the problem that we see with these types of changes in your business is that your quote to cash systems struggle to keep up what worked for you when you're a single product company doesn't work as you grow and as you diversify so what do you do it's usually some form of duct tape find a way to make it work we've all been there we've all seen it over and over again just like Bianca and her if you look up tables and macros the calculations or you can throw bodies at the problem by trying to keep great teams to mainly review edit quotes or orders or is the company I mentioned it with for acquisitions they're managing for different billing systems for different point solutions to invoice their customers and Airport revenue the problem with shortly short-term fixes if they create quote to cash debt and eventually that debt gets bigger and bigger and mounts to a tipping point we call the quote to cash tipping point this is a point in time where you quote the cash is so convoluted that your business agility stalls the symptoms of the quote to cash tipping point may look different for every one of you but you usually follow similar themes there's a customer working with now who's experienced this tipping point you're adding on dot and dot and they started seeing it in the form of revenue leakage first and as a result not having unified quoting system compliance and controls around pricing they started to see that hit their bottom line so they did the natural thing they threw people at the problem created teams of people to review orders and quotes and make sure they can try to prevent that leakage but those teams got so big that everything was taken longer and they started hitting their margins and the customer experience suffered not only were orders taking long to get fulfilled but invoices weren't matching their quotes the problem with this with used with quote to cash tipping point when you get to that point is you start to not only lose your business agility but you're also your customer experience suffers and I think it's harder and harder to get out of it as sales force our goal is to help you create long lasting relationships with your customer that's why we built the Salesforce customer 360 as a leader in CRM we bring your sales service marketing commerce finance all your functions together under one platform with the customer at the center allowing you to create orchestrated customer experience from and dad and with Salesforce cpq and billing as a part of the customer 360 we serve as a bridge between the front and your back office sales and finance and allowing your entire company to be focused on one thing which is your customer we can configure a deal negotiate prices generate a quote submit an order send an invoice collect payment all in Salesforce and because we know that you're constantly evolving your businesses we can support all revenue models and transaction types so for the customer who went through four acquisitions they know they can support all four other different and go to market models and more importantly they know that they are future proofing their business because they have more acquisitions coming and they need a plan for that to avoid more debt they also get the benefit of shared and common data model data like product pricing account contract orders all the data that it drives our customer experience in one platform allows them to achieve scale and get value from those acquisitions sooner with the Salesforce platform and the mule soft and naxaiites platform they can also easily integrate to their back office at the ERP and GLS with the Salesforce customer 360 with cpq and billing you can orchestrate every customer touch point you can create the buying experience that your customers expect a buying experience that your customers demand and you can differentiate yourself now if you're here today because you're going through these changes and you're looking to figure out how to get out of that debt look for any of the people here from Salesforce look for any of my team we're can help you we're gonna talk about how we've seen thousands of customers do it already and we can go through that with you we're here to help through this process we understand that these changes are not easy to make and we're investing to make sure that you're supported along the way our customer success group has grown significantly in the last year we have cpq and building specialists architects and we've over doubled our global support team we have thousands of apps and our app exchange including many that we've created in Salesforce labs like a Dunning is in collections package that allows our billing customers to expand and extend their capabilities and we have thousands of certified consultants around the world who are ready to help you our trailblazer community is amazing we already have over 150,000 trails completed by by you guys and and as a result of feedback that we've heard from you as part of our customer advisory board meeting we had this summer we launched local trailblazing events where we bring people together in the local communities we had three in the last quarter and we look forward to doing more in your local communities with our solution with our support and the great partners around you here we can help you achieve success in your code cache transformation we're going to see some product innovations we're going to hear from two customers to see how they've done it but first I think everybody in this room would agree that we should check back in with Lance and Bianca [Applause] [Music] Lance you're a sales savant finance wanted you to sell the digital subscription and that's exactly what you did partner my advice here Bianca what's wrong I thought you'd be happy so did I stop stop running this is insane I'm wearing a turtleneck I'm wearing heels please I'm confused Bianca I sold the digital subscription like you asked me to I hit a hole in one you shanked it Lance you miscalculated the price on the quote did you use the spreadsheet for a while and things got a little complex so I decided to what you decided I winged it you wind it I winged it I went full napkin on this deal figured they were halfway into their term so I prorated at about 50% you're welcome do you even realize what you've done we have a whole specialized billing system for the digital subscription subscription let me see your napkin yeah ha see the quote me invoice don't match they're off by 7 cents all because you can't do simple math now look Bianca the deal I closed was a monster deal who cares about a few pennies a few pennies thanks to you I can't close the books collect payment or recognize revenue well that's a lot less work for you then right speaking of work how hard is it to get all the information from the customer before they sign the deal we don't even know where to send the bill google it I can't scale that process don't get me started on your negotiation skills you folded like a cheap lawn chair you're a pushover Lance I'm a player you cave a huge discount we have no more margin look Bianca I'm like a puma I saw I could close my sales jaws on a deal and I pounced well mr. puma in order to fund basic company operations I'm gonna have to claw back some of that healthy Commission well too late it's already spent on what oh come on do you think this just happens up here yes yes I do come on Bianca no matter how much these looks affect people and how good these locks look I've got a hole in my heart where the wind blows through Oh Lance I don't even know what that means it means I'm lonely well back to you only coming to me to get an update on the status of a big deal or to yell at me for blowing it again okay now I know what you mean look all I want to do is help people sometimes I swear I can't do anything right I'm sorry I'm so sorry look Bianca help me can you help me to help you to help me to help our customers oh I hope that guy back there was all right you always have to look out for bad golf shots and tech conference key notes it's a real problem I think Lance needs a couple golf lessons but that's for later my name's Greg gazelle and I run our product marketing team here for CB Q and billing this is my fourteenth 3/4 and I think we could all agree it's been the best one yet so today we want to talk about cpq and billings cpq and billing help our customers do two things first it helps you scale distribution across every channel and second lets you automate on one unified platform let's start talking about scaling your distribution when I talk to customers one of the main challenges to actually scaling your distribution is configuring and pricing complicated deals I talked to customers that have thousands and thousands of SKUs in their product catalog and they need to do quotes that have hundreds of line items on them you can only imagine how complicated it is to scale a business process like that the Einstein pricing maker recommended Einstein pricing makes creating pricing for these complicated deals so easy Einstein looks at your entire company history it generates a recommended discount approval so that you can get that deal approved the first time and meet all of your customer needs and the second thing that makes scaling distribution hard is actually pricing multiple revenue models usage-based pricing is an incredibly popular revenue model that we're seeing more and more custom our customers take advantage of it means that your customers only pay for what they use now within Salesforce cbq now than Salesforce ebq usage-based pricing includes configurable rate cards configurable rate cards give your sales reps the flexibility they need to actually configure that deal to meet all of your customer requirements and bring the rate cards out of the back office and into the front office now I have something that every admin out there is going to love within many businesses your closing and configuring big complicated deals but what about this streamlined simple use cases or budgetary quotes lightening flow for cbq is brand new at Dreamforce today lightening flow over cvq is a builder that gives you the ability to create tailored quoting experiences for all of your different sales use cases everyone out there is going to love it now when I talk to customers more and more I'm hearing that alternate revenue sources are emerging within the four walls of your company it's not just a bag carrying sales reps that are generating business for your company and we see this across all different industries take healthcare for example a healthcare customer calls in to service there could get one of their products fixed the service agent could troubleshoot that issue then at the same time renew their contract or create an add-on order or a manufacturing I was talking to a tractor manufacturer pretty recently they'd go to market exclusively through partners they're using sales cloud PRM and Salesforce ebq to provide unique pricing for every individual distributor and that's allowing them to scale their sales but not every cell needs a sales rep more and more we're seeing self thermos emerging take that tractor manufacturer for example now say one of their customers just needs to order a replacement part a tire that customer can go in takes the Salesforce b2b commerce and go ahead and use an e-commerce experience to create that order no sales reps involved but it's using the same Salesforce platform so when I think of a customer that's blazing a trail it's a quote to cash transformation I think of Google Cloud Google cloud is the division inside of Google that sells enterprise software to businesses a Google cloud story really reflects what Pascal was saying earlier they started with a single product then they evolved to a subscription with G suite and then they evolved again to have usage-based pricing with Google cloud platform we are really lucky today Cemil is above guerra who's the head of cloud sales systems from Google here to join us at Dreamforce Elizabeth welcome [Applause] welcome to Dreamforce thank you so why don't you start tell us a little about your role so I am the head of cloud sales systems our focus is on the strategic systems roadmap as well as providing the capabilities that our sales reps and our channel sales folks need to be productive and successful I too have been at Dreamforce for quite some time this is my sixth year and I've been working on the platform for over 10 years so let's start by talking about our two companies we have two partnerships within Google and Salesforce first it's our strategic technology partnership and the second is around our joint commitment to help fighting climate change we're all aligned on sustainable development called number 13 which is climate action so that we can help start to reverse the negative effects so on the first point the strategic technology partnership we have a great partnership with Salesforce that features productivity marketing service and cloud platform tools to help our customers understand their customers better on the sustainability side Google's really committed to fighting climate change all of our new buildings are LEED Platinum and we are offsetting 100% of our energy consumption in our global operations through renewable resources to maintain carbon neutrality I think what's most exciting is that even our customers are getting the chance to offset their carbon usage by achieving a 65 to 85 percent IT energy deprecation by using things like G suite which is mail drive and hangouts that's great I love that our part our two companies can come together so I just focus on doing well but also doing good so let's actually talk about your transformation you went through a huge transformation project recently at Google you guys called a project vector yeah tell me a little about about the project and your goals so when I first came to Google we had a 19 year old Salesforce instance somebody's a 20 years old I know I know it's kind of kind of old oldie we started with a sales person since we inherited from an acquisition we then went through multiple different reorg teams came in teams came out and our systems ended with a ton of tech debt that just wasn't supporting the way our sales reps needed to work and they definitely couldn't understand their customers needs most importantly we're going through another transformation right now where we change the way we actually think about our products in services and bundles and it's really important for our customer our partner our product team and our sales rep to know what the product is and how we're trying to sell it excellent so when you took on this project you know what were your main keys to success how Google's full of lofty goals we like to really aim high for the clouds I'd say so our first lofty goal is that we're trying to achieve at least 50% of touchless orders so this is no-touch processing and for us to be able to do that I mean lofty goal to say the least but you have to have people who really understand the problem but you don't get that by telling people what the problem is you need a community of people who actually know what the problem is I was lucky enough when I came to Google to meet a gentleman named Chris Bhavesh and he really understood probably where all the bodies were buried but more importantly he understood what the problem really was and I was very lucky to get him onto my team and he's actually still leading our cpq development today that's fantastic we're actually really lucky we have Chris here to walk through some of the details of this quote to catch transformation Elizabeth thank you for sharing the story let's welcome Chris all right Chris hi welcome to Dreamforce thank you very much so you know where the bodies are buried like a tuba said you've been at Google for a long time yeah how did you know it's time for a cvq but never the bodies are buried because I buried most of them myself so you know Google clouds just like Pascal said we grew fast and we grew big the challenges was our processes and our systems did not grow at the same rate and so our quoting process was really informal we used Google sheets we use Google Docs but those things don't implement business rules and that meant a sales rep could send out a non-compliant non bookable quote to us customer get it signed and execute the contract I mean I only found out when automation tried to book the order and we'd then have to go back to the customer go sorry can we find it again it's a really bad customer experience yeah I think going back and asking a customer to re sign the contracts probably like the doomsday scenario right so let's take a look at a demonstration of how Salesforce ebq helped you tame the chaos we have russ and we have Kaylie here helping us out with the demo so let's start by looking at this demo through the eyes and the sales rap the Google Cloud so we're looking at an opportunity now and this opportunity is for ohana incorporated so the sales rep is ready to create a quote so she can just click on the new quote button and she's immediately presented with guided selling guided selling inside of cpq allows her up to answer a few simple questions and the guided selling actually recommends products for the rep to sell to the customer in this case we could see the guided selling has recommended a number of products but most importantly it's recommended products with different revenue types we see one time we see subscription and we see usage products and they all exist on the same quote so this is the main quoting screen this is where the rep can really start to work that deal we call it the deal-making canvas so the reps gonna start by applying a 20% discount across the board and when she puts in the discount sales receive akyuu automatically applies all of Google's business rules to this quote so we can see that every individual line item has an approval level on it and we see that two of these different line items are actually in the red they require a director level of approval so the rep could go in and actually adjust these discounts down to 15% and so now everything's in the yellow and this quote is ready to be approved it's so easy for the rep to know exactly what it's going to take to submit this through so how putting all these business rules in cbq helping out google so this has been a game changer for us before cpq you needed a college degree in our business rules just to understand them whereas now cpq ensures that every code is compliant and gives feedbacks the rep on the level of approval that they need that's great so what have been some of the benefits you've seen so far so it's benefited both our sales team and our order management team so for our sales team they can create a quick compliant quote within cpq and it automatically keeps our opportunity and their forecast up to dates for our order management team they used to have to validate all these contracts and I could take like 30 minutes now they know that every contract that comes through cpq is gonna be valid every time and they can put it in less than five that's amazing so when from 30 minutes down to 5 minutes it's like an incredible transformation and that all happened in phase 1 so you guys are live with 8,000 users now right so what are you looking forward to and phase 2 so in phase 2 we want to allow ourselves rep to quote our more complex Google cloud platform usage based products and we won't get more intelligent about our pricing in our discounting excellent so I have some really cool things to show you that you're gonna love for phase 2 so let's look back at the demo and if we look at that first product on there it's the Google Play Google cloud platform commit and so this is a usage based product and yet as you can imagine these deals get quite complicated but the new configurable rate cards so we talked about earlier make this so easy so the rep could click in and this is where they can actually configure the consumption schedule and so Google's not only charging for usage for multiple kinds of usage they charge for API calls and data usage and both of those can be configured independently on this one screen so now the rep can come in they can adjust the discounting and one of the bands click Save and update and now the forecast is automatically updated the quote is ready to go and it's gonna meet all the customers needs I know you're a big fan of configurable rate cards so what are your thoughts so I'm a big fan of configurable rate cards and it's something we've been asking for for a while but everyone said this is part of billing this isn't part of quoting but the reality is these rates have to appear in your ELA in your contractual customer so you need to move it up front and putting that unpowered to sales hand steady sales reps hands just gives much more more empowerment to the rep that's great I love when we can pull things out of the backups and put them in the hands of the sales rep so let's talk a little bit about pricing yeah so let's look at that second on there that's a subscription for G suite you remember earlier the rep kind of went in and moved the price down from 20 percent to 15 percent just to get it through but I think we could be more accurate than that and let's turn to Einstein to do that so when the rep clicks in Einstein pricing guidance it's gonna look at all Google's history and make a recommendation of 12% for the price that's gonna get this deal approved and get it one so the reps gonna trust Einstein go ahead and click accept now the discounts been updated and the approval levels also been changed how do you think intelligence is going to help Google with their pricing it's nots pretty great sometimes sales reps can be a little bit siloed they don't know how their deal is comparing to other deals having this guidance in the system and that's in see you know what is the right amount of discount compared to the rest of the territory compared to the region and globally for that product that's great so most of the things we talked about so far have been around automation and that was a huge goal for project vector right well we're so the other unintended benefits that you found from cpq so the biggest thing about cpq is data you know when we started the CPQ project my bosses said what's the return of investment of doing this and to be honest I couldn't tell them currently what how long do I quote to take what's that average approval rate how long does it take to get an approval we didn't have any visibility into that cpq and neighbors us to have that date and make data-driven decisions that's great so I think we actually have an example dashboard right this is all sample data but why don't you walk us through what we're looking at here yes you can see this is all data that is driven by cpq based on any attribute in salesforce to be honest so you can see the average time to approve all the overall discounts the quotes local time but also I can you know drill down on those things later if I want to and see what the quote circle time is in different regions and different segments so I can see there's only blocks of dual velocities in certain areas so let's take a look at that bottom chart this is one that we were talking about before yeah so what this is showing me is it looks like in your early stage deals you don't have a lot of products attached to them it's a problem we see a lot of across a lot of companies tell me a little about that yeah so you know I'm a big advocate of cpq but let's be honest it's a lot of clicks for a budgetary quote and the reality is sales reps often won't do that so what you end up is they'll just stick an amount in the opportunity amount but you don't have any idea what products that she's heading to the customer sure so let's take a look at the brand-new Lightning flow for cpq and that's gonna solve this problem in order to look at lightning for cbq I'm gonna put on my admin hat and so let's look at the admin experience a lightning flow for cbq is a builder and it allows you to set up tailored experiences for all of your different sales use cases so in this use case we can see on the top line that we have one set of criteria instead of screens for an existing customer we know what they own already but for a new customer we can add in additional questions allowing the rap to select from a limited set of products to do that quick budgetary quote and since is available on the Salesforce customer 360 platform it's immediately available to be deployed on a mobile device or on a desktop so let's take a look at what this looks like for the actual sales rep so we come back over here to the opportunity in that bottom left-hand corner now we can see create budget quote and here the rep could come in with just a few clicks select the products adjust the quantity click Save and just like that products are now added to the opportunity the price is updated the forecast is accurate how do you think this so how do you think this is gonna impact ogle this is great we're gonna get the products onto the quote suit on to the opportunity sooner it's also gonna be very useful for SMB teams you often do much less complex quotes and also for inbound sales I love that it's mobile ready that's fantastic Chris thank you so much for sharing the story and thank you for being a trailblazer thank you very much now I'm happy to welcome up our VP of products Kiley Fuentes thanks so much Greg my name is Kylee Fuentes and I lead the product teams who are responsible for building all the cool stuff that we get up here and talk to you about so we've just heard from the team at Google on how they are using cpq to scale distribution across every channel but that's only part of the story so now we're gonna go a step further and have a look at what happens after the deal is done and we're going to introduce you to a second trailblazer Valpak who is using CP q and billing to automate their entire quote to cash process we recently asked our customers and the customer advisory board to tell us what was top of mind and they were really clear what they were consistently grappling with was how they can adapt their business models to account for new new business models like subscriptions or usage-based pricing the kinds of questions that they're dealing with are things like well what do I do when I need to make an amendment to a customer subscription or how do I recognize the revenue if my customer is only paying for what they use see here's the problem what used to be back-of-house functionality is now squarely part of the customer experience which is why we believe the best way to solve that problem is by building out that capability to solve all of these things on top of the world's number one CRM platform which is what we did with Salesforce billing we believe it coupled with CP Q is the best solution for customer centric businesses to solve their quote to cash problems and you've responded since we since we launched billing at Dreamforce last year we now have over 30 billion dollars worth of revenue under contract which is incredible so to our early Trailblazers thank you so much for trusting to help you transform your business and we continue to listen to make sure that we're innovating in the areas that you need it most so directly after this session at 3:00 p.m. we're gonna do a road map review for those of you who want the juicy details on all the upcoming features we've got in store for cpq and billing now when it comes to managing subscriptions one of the things you tell us loud and clear is that it is difficult to see what your customer actually has today especially after multiple amendments and renewals have taken place which is why we're very excited to share with you that we are launching a new feature called customer asset lifecycle management which gives you visibility like never before into what your customer assets or I guess what your customer assets were yesterday what they are today and also what they are going to be in the future this out-of-the-box capability gives you more insight than ever before into your customer's transactional data and we're gonna do a bit of a demo on this later so you can see what we mean in addition we are investing heavily in expanding our ecosystem many of you have told us that you have a need to integrate into multiple payment gateways which up until now has meant building and maintaining different integrations for all of those payment gateways that you wanted to use but no longer the team have built out an API enabling payment gateway partners things that people like chargin PayPal stripe amongst others to build their own applications and make them available to you on the app exchange so as of today with clicks and not code you can now seamlessly integrate Salesforce billing with these payment gateways and we're really excited to continue to expand this network into the future so why don't we meet our second trailblazer you probably know Val pack because they are the ones behind those blue coupons the blue envelopes of coupons that we receive in the mailbox each month but what you might not know about them is their scale they send around 40 million of those envelopes out to households across North America every month which is incredible but they started much smaller than that in a garage actually sending coupons from local businesses to local communities with the idea of connecting them both it's clearly been a runaway success they have since introduced a franchise model and they've expanded into digital channels innovation from technology innovation has been at the heart of their story from day one they've invested in sophisticated automation for their manufacturing facilities and more recently partnered with Salesforce to automate their entire quote to cash process so their ambitions are big and they've done some amazing things but also have some big goals for the future rather than talking to you about what they've done and what they have in store Russ Kerry and I thought it would be way more fun if we could show it to you so for the purposes of this demo I'm gonna wear my Valpak franchisee sales rep hat so I've been out on the road I've been talking to a new prospect ohana Inc things are going really well so I've given them a quote but they want to play hardball and they tell me they'll sign on the dotted line right now if I can give them a 10% discount ordinarily this would have been the end of the meeting for me I would have had to have gone back to the office created a quote tried to get approvals this could have taken days if not months weeks not months but not today because I am using cpq I'm gonna do all of this right here on my iPad in front of the customer so here's the first thing that you're gonna notice because Salesforce lightning now works beautifully on tablet I get that desktop experience I've come to expect right here in the palm of my hand right let's look at the bottom corner of the screen because I'm gonna open my deal desk chatbot Valpak have taken full advantage of the Salesforce platform and they've gone and implemented a bot powered by Einstein throughout their quote to cash process this is gonna save us even more time because I can simply ask the bot a series of questions and it's gonna answer me just like we're having a conversation because the bot knows exactly which quote I'm working from I can directly ask if the 10% discount can be applied okay so it looks like a discount of this size is going to require my managers approval but I can apply an 8% discount immediately and have that pre approved based on my discount approval matrix so I share this with Ohana Inc and they like what they see so we're gonna go ahead and accept that right here within the bot and what you can see is that my quote has been updated automatically to reflect those new totals so now it's time for us to prepare a full proposal for our customer to have a read over so they can get familiar with the terms and conditions in the old days this meant for me writing things out on a piece of paper carbon copy paper in fact but no longer we're gonna do all of this right here within the iPad I'm gonna create a beautiful PDF from my customer to have a read over and what's more I can actually get them to sign on the spot using a signature but we're not gonna stop there as a vow pact sales rep I get paid on cash collection and what that meant historically is sometimes going from door to door to my customers to get paper checks so I could get my commission but because Valpak is using the new Salesforce billing payment apps I'm gonna be able to take payment right here embedded within the PDF this is phenomenal because not only am I getting paid immediately it is also PCI compliant and I can also enroll this customer into to pay meaning this transactions going to go through immediately but so will their future transactions with me voila so in just a few taps of a screen we have been able to generate a quote we've created a proposal we've got it signed and we've been able to take payment not only am i closing this deal fast but I'm getting paid in record time ok so now we're going to we're gonna flash forward a little bit into the future and I'm sitting at my desk looking at ohana inks contract because business is booming and they've called me to say they would like to add some extra neighborhoods which is awesome means I need to make an amendment so they've told me they want to add another five neighborhoods and they would like these changes to take place effective on the 1st of March this is great because I'm gonna do all of this right here within cbq ordinarily I'd have to try and do all of this math myself or on you know a piece of paper or Excel but cpq is automatically calculating my proration based on my Cottam date which means i can confidently tell my customer that their new total is one thousand one hundred and eighty one dollars and twenty five cents there is no going full napkin on this one now we know that an invoice is a critical part of that customer experience so why don't we have a look at what the invoice is going to look like in march when we send it to OHANA inc here's what you're gonna see the total of my invoice matches perfectly to the quote we've just given the customer earlier that's because Valpak is using cpq am billing for a seamless quote to cash experience end to end you might also notice that this invoice is already marked as paid that's not a mistake it's because we previously enrolled this customer in autopay and therefore as soon as we generated this invoice I was automatically able to take payment right we're gonna do some time traveling again this time many months into the future and Ohana Inc has made a number of different amendments over at that time because of changes to their marketing calendar so I want to think about I want to have a look at well what is the current status of my commercial relationship and my commercial agreement with Ohana Inc as it stands today this is really cool so by going to Ohana's account page and clicking on this new tab called asset manager I am gonna get a complete view of my customers order history so why don't we click on the two-sided coupon which is the item that we amended earlier and here's what we can see when we started with this customer they'd taken they died think purchase 10 neighbourhoods and then remember we made that amendment increased it to 15 in March I can also see that in August to do a back-to-school promotion they added another ten neighborhoods and I can see all of this here at a glance what's more I can see that as of today's date my monthly recurring revenue with this customer is 131 dollars and the total order amount is five thousand one hundred and seventy nine now I get all of these insights at a glance previously I would have had to have calculated this using my customers transaction data so the net outcome of all of the things that I've walked you through this afternoon is that Valpak have been able to realize one of their very own lofty goals the only paper being used throughout the entire process quote to cash and actually all the way through to fulfillment is the paper being used to create those coupons and envelopes that we get in the mail every month well I think I'm getting a special delivery actually I'd like to introduce Chris Cate who is the chief operating officer and chief information officer from Val pack up to the stage to tell us a little bit more about their journey hello Kylie I have a special delivery for you a Valpak envelope with your own local coupons and deals for the Bay Area I am so excited all the way from thank you the only paper used thank you so much for joining us Chris it's great to have you here and to hear a little bit about your story so you've been at Valpak for around 20 years in fact I think I'm so over that time I'm sure you've seen a lot of transformational changes I'd love to hear a little bit more about you know what that story looks like for you and how technology has played a role sure so I've had been fortunate one to be involved in many of the Valpak transformations over the years you know starting with the traditional back-office ERP systems you know back office automation business process automation then in 2008 you mentioned about our manufacturing facility we actually created a stated art manufacturing facility that's totally automated so we have cool robots running around handling our product so you're actually the first human hands to touch those coupons when you pull them out of your envelope at your house and we hit about 40 million homes homes a month so phenomenal I mean these are big company changes and I can only assume that the number of stakeholders that are involved must be phenomenal so help us understand a little bit about how you keep them engaged yeah and so we talked a little bit about you know up through our manufacturing process but you know that was really transforming the backend of our process so fast forward to today and we're really transforming the entire front end of our process our sales process our lead to cash everything from parta on the Salesforce platform all the way through cpq and billing now and so to do that type of transformation you do not do it in in a room by yourself so stakeholders from sales marketing operations and even our franchisees had to be involved in this transformation over the years so you know definitely a big conglomerate of stakeholders we also brought the Salesforce customer service group in to help us when we started our journey so how you know we began mapping our as-is processes and also allowed them to help us vision A to B with C P Q and billing in the in the middle of that and so what we were trying to accomplish our goal was moving from a paper-based product or a paper-based process we were literally writing contracts getting signatures collecting checks as you mentioned and now through the Salesforce platform we're able to put that into an electronic fashion and one of the best quotes I heard from one of our sales reps as they said they get it now because they got a lead on a Saturday they were at the beach they had their tablet they were able to go ahead and do that deal get it electronically signed and ultimately collect payment electronically so so I mean that's an incredible success story we were chatting a little earlier about how both of our companies are aligned on the Sustainable Development Goal number eight which is really about kind of decent work and economic growth tell us a little bit more about what you do in that space yeah so we we love to say that we help people save that we help businesses grow across the US and then we help neighborhoods thrive because we're we have a local presence in those neighborhoods and so that's kind of our mantra at our corporate facility of what we do but we also do more than that so we do what we call campaigns of caring so last year we turned our rule envelope pink for breast cancer awareness this year we also partnered with the United Way worldwide to to really raise funds for local communities because we're a local business as well and then you know we've partnered with the United States Postal Service every year on stamp out hunger campaigns and that's really about filling up food pantries across the US and so a little sneak peak next year we're partnering with Red Nose Day and so actually I have another delivery Wow a special sneak peek of our Red Nose envelope next year and that's helping to try to you know help with child poverty and we really try to get our local businesses and consumers engaged in that this is truly inspiring thank you so much for sharing a story with all of us here at Dreamforce why don't we check in with Lance and Bianca and see what's the latest in their story yeah [Applause] well you've really done it this time Lance instead of going to club you should be going to flood rough day Lance yeah you can say that again you a ghost nope I'm just a simple caddy here to help you with your golf game carry that heavy load make sure you pick the right tools for the job speaking in metaphor you sure you're not dead I'm alive Lance I just see things if you see that businesses have to make changes with their environment why can't you and Bianca just do that without getting mad at each other I tried I thought we were getting along but then just ditch that napkin and the spreadsheet get on one platform I think so yeah why don't you call her okay look man I don't know what to say just call her hello I'm only answering so I can hang up on you Bianca no no don't hang up tell her that you understand she's negotiating a complex business model transformation I understand you're negotiating a complex business model transformation and I understand you're just trying to help customers Lance and that Excel spreadsheet we gave you is hard to use it isn't a great quoting experience now tell her that you both need advice from an expert look Bianca we both need advice from an expert like a caddy or a ghost what Bianca I have a message for you the answer to your company's problems the sales force EPQ and billing it's built for companies just like you going through business changes Bianca be successful [Music] salesforce cbq and billing helps companies configure complex deals fast automates the revenue lifecycle and unifies sales and finance how did I know that it doesn't matter all that matters is you know no matter what changes are going through Salesforce cpq and billing is here forever [Music] [Applause] thank you all for joining us today for those of you haven't go to the sales Lodge at the Marriott Marquis and configure your own Astra with cpq there's a road map session in 30 minutes here at the Marriott Marquis and if you haven't to go try our trail mix on trailhead thank you all for joining us grab a great day [Applause] [Laughter] [Applause]