Why the Quote To Cash Process Is Broken — And How CSPs Can Fix It

Picture the Scene: The High Cost of Inefficiency

Imagine a scenario that's all too familiar today: Your sales team is putting together a quote for an enterprise customer, but it's proving difficult.

The customer wants to see complex multi-line, multi-access, multi-site, multi-partner offerings in a single quote. Complicated pricing models are involved. A customized bundle has to be applied. The quote demands both flexibility and precision.

And your CPQ system can't cope with it. 

Your sales team must then resort to manual processes, creating the enterprise quote in a Word or Excel document. It takes a month to issue the quote to the customer, who was expecting it weeks ago.

When the customer then requests additional services for one of their sites, your salesperson manually updates the quote and forwards it to fulfillment. As your CPQ is not service-aware, it's only at this point that the fulfillment team discovers the customer doesn't qualify for one of the requested services, necessitating yet another manual revision.

Compounding the problem, the billing system processes the outdated, original quote, sending an invoice that now undercharges the customer, reflecting none of the updates. This oversight, unless caught and corrected, leaves money on the table.

None of your systems are communicating effectively. Frustration mounts among your team members and customers alike. And critical revenue is put at risk.