Since 1991, Capstone has been a leading content creator of digital solutions, children’s books, and literacy programs for school libraries, classrooms, and at-home reading. When the organization launched a new online search-and-order site, it revealed inherent problems with how quotes and opportunities were managed— problems that were greatly amplified by the company’s vast inventory, the multiplicities of product bundles offered, and an array of variable discounts available.
- A typical purchase quote for a single school required 79 line-item inputs and consumed 30-45 minutes to enter the opportunity. Multiply this unwieldy process by an entire district and securing opportunities quickly became unmanageable.
- Opportunities with more than 200 line items required manual workarounds by both the Salesforce administrator and IT.
- Divergent pricing methods and discount levels were reflected across an assortment of customer demographics, geography, and purchase status.
- The company was attempting to address its issues in late spring, on the threshold of its annual summer busy season when most subscriptions are renewed.