Transforming 6sense360 Support model
How 6sense Scaled with Salesforce CPQ for Support Offering
Case Details
Industry: AI-Driven Revenue Intelligence (SaaS)
Company Revenue: ~ $200M ARR
Solutions Implemented: Salesforce CPQ-6sense360 Support Offering Enablement
Users: 100+
Project Duration: Apr 2025 – OCT 2025
Delivery Model: Integrated partnership, working as an extension of the client team across the US, Costa Rica and India.
Let’s Connect
Business Challenges
- No structured tiered Support offering; business provided CSMs, PS, Technical Services at no cost, causing margin leakage
- No automation in CPQ to guide correct Support tier
- ACV- based % calculations for support Revenue is not accurate
- No validation to restrict upsells/renewals to correct Support tier
- Support SLA handling not differentiated by customer segment
- Renewal logic for legacy customers are not structured
- Manual operational workflows causing delays across quoting, PS, CSM, Support
Bluvium Solution
- Standardized business process by introducing 6sense360 model
- Built 3 new 6S360 SKUs: Silver, Gold, Platinum with proper Product Family/Category
- Implemented CPQ logic to show Support offerings dynamically based on customer segment (Commercial, EMEA, Enterprise, Strategic)
- Automated the % of ACV Pricing for Gold & Platinum levels
- Implemented Minimum ACV validation logic and Automated entitlement process config
- Enabled the Renewal logic with transition from Legacy to Silver
- Standardized CPQ rules for SKU visibility, eligibility and discount governance
- Order Form updates with “Included” pricing for Silver
Business Value Delivered
- Seamless 6s360 selling experience embedded directly in Salesforce CPQ
- Error-free quoting with automated eligibility + ACV minimum rules
- Increased accuracy of ACV and support revenue forecasting
- Eliminated revenue leakage by enforcing tier-based Support pricing
- Increased average ACV due to upsell of Gold/Platinum
- SLA based Support Operations with automated entitlement enforcement
- Compliant, accurate, consistent Order Forms with embedded PDT Support terms
