A global provider of enterprise storage and data management software, hardware, and professional services and support had experienced significant growth and its internal processes and systems could not keep up with business objectives and customer demand. A survey indicated that its customer base and partners found it difficult to transact with the company from an ease of process and ease of experience perspective. The company sought a partner to help it undergo a complete quote-to-invoice business transformation, setting out to improve customer experience, enable top-line growth and speed to market, and implementing quote-to-invoice capabilities to help the channel and field enable sales growth.
The client engaged PwC to transform its quote-to-order processes and develop an operational vision and roadmap for implementing Oracle EBS R12. The larger project scope was end-to-end starting from quoting, pricing, configuration, order management, and to some extent invoicing. As part of the larger overall quote-to-invoice transformation, specifically in the order-to-cash area, we helped conceptualize and design a solution that we call the Order Management Hub as a unified order management console for receiving, reviewing and processing POs and change requests, with advanced routing and prioritization for skill/context based assignments.
Impact on client's business
The company has completely transformed its end-to-end quote-to-invoice processes. To address the objective of transforming the partner, field, and customer experience, we measured partner satisfaction and found the ease-of- quoting process rating increased by 16 percent, the ease-of-ordering process rating increased by 17 percent, and 82 percent of customers surveyed rated the company’s ordering process Excellent, Very Good, or Good (an increase of 5 percent over the previous year). Additionally, the company’s cost-to-booking ratio decreased by 27 percent and the quote-to-order ratio decreased 35 percent, while the quote-create to PO-submit accelerated by 52 percent and the order processing cycle time reduced by 36 percent.