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Custom CPQ for a flower company

About the client

A global leader in premium roses headquartered in Miami, FL, and renowned for excellence and innovation. With 1,600 employees and distribution in over 50 countries, the company has set the industry standard since 1995, earning a reputation for high quality and luxury.

Location:USA
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Project overview

The flower company partnered with Andersen to modernize its sales, contract, and order management processes using Salesforce. The project focused on creating a single Customer 360 platform to consolidate all client interactions, sales data, and contracts. Key system integrations eliminated data silos, providing real-time visibility into contract values, billing cycles, and product availability while reducing manual work and errors.

The custom CPQ solution streamlined the quoting process, ensuring efficiency and accuracy in handling deals. Additionally, fully fledged contract lifecycle management and order management were introduced, allowing managers to track contract changes, renewals, and modifications in one place. With automated workflows and personalized marketing campaigns, the company now operates a more efficient, data-driven sales ecosystem, enhancing productivity and driving revenue growth.

Duration24 months
Technologies
Salesforce
Custom CPQ
Sales Cloud
Marketing Cloud
Integration

Salesforce clouds:

Sales Cloud, Marketing Cloud

Salesforce development:

Apex, Triggers, LWC (Lightning Web Components), Visualforce

Automations:

Flows

Integrations:

Integration with Komet Sales ERP, Integration with NetSuite, Skyvia, REST API

Custom solutions:

Custom CPQ (Configure, Price, Quote)

DevOps:

Git

Web development:

JavaScript, HTML, CSS3

Customer Challenges

Fragmented data across systems: Customer data was scattered across Salesforce, Excel spreadsheets, an ERP system, a billing system, and farming systems. The customer didn’t have a complete overview of their clients in one place. This ultimately led to longer processing times for creating quotes and orders, as well as duplication of work.

The company utilized the classic version of Salesforce. There was a lack of configuration flexibility, of new features, and of the capability to dynamically hide or include data.

The company utilized only a portion of Salesforce's functionality, namely, the Lead-to-Account process. As a result, the automation of order placement and potential deals was extremely limited, negatively impacting productivity and staff satisfaction.

The process of obtaining manager approval for the price and conditions for a specific client occurred in multiple locations and lacked standardization. As a result, some of the data was lost, and extra time was required to retrieve it during reconciliation.

Lack of a single source of truth: The absence of a centralized system hindered visibility into the complete customer lifecycle, leading to missed opportunities and errors. There was a necessity for a single system.

There was a lack of contract lifecycle management and order management, leading to delays in order and contract processing, pricing errors, billing issues, order inaccuracies, and limited scalability.

Solution

A team from Andersen performed an audit of the customer’s Salesforce and prepared a report. Based on this, a migration strategy to Lightning Experience was planned. The customer migrated to the modern Salesforce Lightning platform, which allowed the company to utilize Lightning features and provided flexibility for future changes.

Salesforce was chosen as the primary source of information, and all data from third-party resources was transferred to it to enhance users' productivity and achieve the goal of Customer 360.

  • Salesforce was integrated with the ERP system Komet Sales, making data easily accessible without duplication of workload and adding the ability to see a contract's annual value by account, the number of sold stems, varieties, etc.
  • Salesforce was integrated one-way with NetSuite when billing information was pushed to Salesforce via Skyvia. This helped to see more information about the billing cycle of clients and proactively address upcoming renewals or overdue payments with auto-reminders for the client and sales representatives.
  • Sales data for one-time orders is now pushed to Salesforce via Skyvia from an external database, and this enriches existing account information by adding more precise information about what else was sold to the client, the number of items, etc. Sales managers can now see updated information about their clients in Salesforce.
  • Salesforce was integrated with a custom product availability system called Atlas – this was a two-way integration utilizing a custom REST API to push data to Atlas and Skyvia, and subsequently to Salesforce. This allowed sales representatives to view available products during quote preparation without leaving the Salesforce system and looking at manually maintained Excel spreadsheets.

To send proper reminders and newsletters in a timely manner to the relevant audience (potential or existing clients) considering their purchase history and best-selling products by color and variety, a marketing cloud was implemented by Andersen’s marketing team. It utilizes information from Salesforce on leads, accounts, sales, and other related data, helping to compile tailored notifications, newsletters, and reminders.

Andersen’s team implemented a custom CPQ, considering all specifics of the company and making the configuration of quotes much more convenient for users, as many parts are now automated.

Andersen’s specialists made the internal processes simpler and more convenient. Managers approve, view Customer 360 information, and collaborate on a single platform – Salesforce – where all prior approvals and modifications are visible.

Also, Andersen’s team implemented opportunity and quote management and a precisely defined path when closing a deal, including back-and-forth communication about the client's proposal and their approval.

Finally, we implemented full contract lifecycle management and order management, with an emphasis on creating, modifying, and renewing contracts. Now, top managers can track all changes to their orders throughout the contract lifecycle, including cancellations, upsells, renewals, and terminations, and can view the final total amount in one place as a 360-degree customer overview.

Results and Benefits

  • Productivity increased by 45% due to the automation and integration of data from all sources;
  • Customer 360 visibility was established in Salesforce from scratch and used for Marketing Cloud journeys and automation;
  • Sales increased by 8% thanks to the implementation of automation and tracking of expiration dates of existing contracts;
  • The number of order errors decreased by 23%.

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