HNL Lab Medicine is a leading full-service medical laboratory headquartered in Allentown, PA. HNL has been a prime mover in the medical testing industry for the past 20 years and provides testing and related services to physician offices, hospitals, long-term care facilities, employers, and industrial accounts. They have over fifty patient service centers in Pennsylvania and collaborate with over ten hospital systems.
HNL had a mobile sales team. It took them over five weeks to create and send quotes to customers. The customers wanted options, for which the Sales team had to create multiple quotes, which took them even more time. The process of creating a quote was complex. First, the sales team must gather various data points such as the type of tests, expected volume, number of pick-ups per week, customer support needs, home visits, etc. Then the sales team worked with the finance team to determine the discounts, and in many cases, they had to work with price points based on competitive knowledge. Due to such a complex and manual process, CFO had to approve every quote, which added time to deliver the quote to the customer.
HNL test pricing was a calculated guess based on all the above parameters, but the actual revenue was based on tests sent to them by the labs. Hence, they wanted to compare usage versus quoted data to determine if the P&L and discounts given to the customers make sense.
We delivered a simple wizard-based quote creation process that the salespeople can use on their Mobile.
We conducted deep-dive discovery sessions with multiple stakeholders. We mapped the user journeys for all types of users. Documents the requirements and the success metrics for sales, operations, finance, and the CFO.
We designed the solution with a Mobile-first approach. Removed the need for the CFO to review and approve each deal. Integrated XIFIN to connect the usage data for existing customers and calculate the actual and estimated P&L. Enabled the sales team to discount but provided them with visual feedback if the discount needed finance approval or will it need CFO approval.
The entire approval process was designed on emails and with mobile in mind. CFO was able to understand the quote details and approve/reject all or select a few discounts using email. In addition, the email had P&L calculations along with customers' estimates and past usage. This accelerated the approval process and provided more profound insight to the CFO.
The sales team used Mobile to manage the quotes and approvals and review them with the customers. This significantly shortened the quote lifecycle and improved the customer experience.
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“We collaborated with Bolt team for our Salesforce CPQ+ implementation. The Team was incredibly knowledgeable, flexible, and solution oriented. They took enough time to understand our business process and expectations to provide their best recommendation. The team worked very well with our business teams in educating them of the new process, apply industry best practices and assisting with certain feature customization which was not available out of the box. The team was also available to support us post go-live when we needed additional help, they approached these requests with the same sense of urgency and displayed great competence (+passion) during the entire engagement. I would highly recommend working with Bolt! "
ARUN BHASKAR, Director, IS Engineering, HNL Lab Medicine