Introduction:
A rapidly expanding SaaS provider based in North America, this company delivers powerful cloud-based tools that support workflow automation and advanced data analytics. Serving over 2,000 businesses, their offerings span subscription-based software, personalized consulting, premium support, and enterprise training. With a vision to grow 40% annually, their leadership team was committed to modernizing operations while preserving the flexibility and speed that had fueled their early success.
Reason for Collaboration:
While eager to streamline their quote-to-cash process, the company needed direction on where to start. Unsure about which solution can be put to work and implement it in the most efficient way, they turned to Cyntexa’s Salesforce consulting for clarity and expert-guided planning. With deep Salesforce expertise, Cyntexa helped them cut through the complexity and move forward with confidence. Our expert did a thorough analysis of their business requirements, their goals and recommended Salesforce Revenue Cloud implementation.
Challenges:
- Inconsistent Pricing and Discounting Across Sales Channels:
The company offered its products via multiple sales teams (inside sales, partners, and digital channels), but lacked centralized pricing controls. Sales reps often offered inconsistent discounts, resulting in margin erosion and compliance issues. There was no audit trail or governance over pricing exceptions, and approvals were done manually via emails or spreadsheets. - Delayed Onboarding Due to Manual Fulfillment Processes:
After a customer signed a contract, internal teams relied on email handovers to begin onboarding. Tasks like license provisioning, account creation, and service activation were tracked in separate tools, leading to miscommunication, missed deadlines, and unhappy customers waiting to start. - Difficulty Managing Contract Amendments and Mid-Term Changes:
Customers frequently requested changes to their subscriptions mid-contract, such as adding seats, upgrading plans, or requesting prorated adjustments. These changes required manual intervention and often went untracked, creating confusion over billing and renewal terms, and resulting in missed revenue opportunities. - Lack of Visibility into Revenue Leakage and Billing Accuracy:
The finance team lacked real-time insight into invoicing accuracy, subscription status, and missed charges. They discovered issues only during end-of-quarter reconciliations, making it hard to maintain clean books or forecast revenue effectively.
Solutions:
To help the SaaS company overcome delays in quoting, billing errors, and limited visibility into sales and revenue operations, our team implemented a customized Salesforce Revenue Cloud solution. This allowed the company to automate key sales processes, improve financial accuracy, and provide better visibility for both the sales and leadership teams.
- Centralized, Rule-Based Pricing and Approvals:
We deployed Revenue Cloud’s customizable Price Waterfall and pricing procedures, enabling sales to follow consistent discounting rules across all channels. Advanced Approval workflows were set up using Salesforce Flow Orchestration, enabling real-time, auditable approval routing based on product type, discount levels, or deal size. Leaders could easily review and act on approvals from their mobile or desktop dashboards. - Automated Fulfillment via Dynamic Revenue Orchestration (DRO):
We automated post-sale workflows using Dynamic Revenue Orchestration. Once a deal closed, the system triggered tasks like provisioning licenses, sending welcome emails, or scheduling onboarding calls. These fulfillment steps were automatically assigned and tracked, eliminating handoff delays and ensuring a seamless customer experience. - Flexible Subscription Management with Lifecycle Tracking:
Using simplified Asset Management and the Asset Lifecycle tab, we enabled real-time tracking of mid-term changes to subscriptions. Customers could request changes via a portal, and the system handled upgrades, downgrades, and prorated billing automatically, while keeping the subscription record clean and auditable. - Embedded Revenue Analytics for Billing Accuracy and Forecasting:
We implemented Revenue Cloud’s Tableau-powered dashboards, offering live insights into revenue performance, missed invoices, billing accuracy, and subscription churn. These insights helped finance identify leakage early, improve collections, and maintain accurate forecasts without manual intervention.
Benefits:
- Standardized pricing and discounts across teams with full audit trails
- Faster customer onboarding through automated provisioning and task routing
- Easy mid-term subscription changes, reducing billing confusion and lost revenue
- Real-time revenue insights, replacing reactive, spreadsheet-based reporting
- Fewer manual handoffs and approvals improve internal efficiency and governance.
