Scaling Support with Salesforce CPQ
How 6sense Scaled with Salesforce CPQ for Support Offering
Case Details
Industry: Cloud-based technology organization
Company Revenue: ~ $200M ARR
Solutions Implemented: To scale support packaging, pricing, and delivery by extending and optimizing its Salesforce CPQ
implementation
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.
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Business Challenges
Before the engagement, the client faced several operational hurdles:
- Inefficient support offering configuration: Packaging and pricing of support services lacked standardization, making quoting complex and inconsistent.
- Manual and error-prone processes: Support teams relied on ad-hoc workarounds outside of Salesforce, increasing cycle times and risk of mistakes.
- Limited integration with core revenue processes: Support wasn’t tightly coupled with the quote-to-cash lifecycle, reducing visibility and delaying revenue-impacting decisions.
Solution Approach
Bluvium helped the client extend Salesforce CPQ to support its evolving support business model:
- Configured CPQ for support offerings: Standardized support products and pricing in CPQ to enable accurate, fast quoting and renewals.
- Enhanced workflows: Built tailored rules and automation to align support packaging with existing sales processes, ensuring consistency across
corporate business units. - Aligned support with revenue processes: Integrated support offerings into the organization’s broader quote-to-cash lifecycle for better operational control and reporting.
Business Value Delivered
The engagement delivered measurable improvements:
- Faster quoting and order turnaround by packaging support offerings within Salesforce CPQ, reducing manual steps.
- Improved pricing accuracy and governance through standardized, system- driven configurations and rules.
- Stronger alignment between support revenue and product sales processes, enabling better reporting and business insights.
