Roxia is growing its business globally with the help of KlaroCPQ

At Roxia, sales falls into three types, each with its own character:

• Equipment sales, where the customer orders products, add-ons and spare parts directly and rarely needs a proposal.
• Small project sales, where bigger products need some engineering and perhaps installation, and partners need detailed information on what was sold. These cycles last a few months.
• Large solution sales, such as a complete system for treating pharmaceutical residues in a hospital’s wastewater. These run like project sales, with cycles of one to five years. The earlier Roxia understands the customer’s needs, the stronger its position when the final choice is made.

Quote requests were arriving from many channels, and answering them fast without losing quality needed digital tools. The quotes themselves are technically demanding. They can include extensive customisation, design and delivery work and spare parts, and a single quote can run to dozens of pages.

Writing them by hand consumed key people’s time, and the technical expertise it required made it hard to deliver quotes globally.

“Our aim was that sales could create high quality quotes in an agile way,” says Product Manager Matti Luoma.

The solution was developed on the basis of Roxia’s own sales and customer needs. Product managers set the requirements for how each solution is quoted, KlaroCPQ went into the sales process as early as possible, and it has been refined from user feedback ever since.

By focusing on mapping customer needs and processing that data in one uniform way, Roxia now produces quotes on time and to a consistent standard. Luoma uses the application himself, and it has changed his daily work.

“Complex solution sales are now easier to manage. We can more easily facilitate solutions to any specific requirements that the customer may have, and deviations can be better managed. Most importantly, we can ensure that the technical contents of the quote are correct, the scope is clear from the start and legal contents are pre-written,” Luoma explains.

“We’ve managed to cut up to two thirds of the time it takes to write a quote. In addition, salespeople can rest assured that quotes are up to par, and that’s a valuable thing!”

The whole proposal process now lives in one application, says Application Development Manager Eero Enovaara, who is in charge of Roxia’s sales systems. Data is entered once, and the salesperson no longer has to double- or triple-check a quote, because every detail follows from the customer requirements recorded at the start. The time from quote to project start has come down too, because Roxia knows exactly what it is proposing.

KlaroCPQ keeps Roxia’s international sales organisation working the way it is supposed to. The offering and its documentation are always up to date, so sales cannot sell an outdated solution or an unclear scope that would be difficult to manage in the project phase.

Salespeople create quotes independently, without deep technical expertise, and product managers only step in for the most complex cases.

“The idea is that using KlaroCPQ, sales can independently make 80% of all quotes. The other 20% are solutions of such complexity that product managers have to give their input. Even those quotes are put together with KlaroCPQ as support,” Enovaara says.

Because users were involved from the start, the tool went into use without a bigger project. There were no training sessions. Salespeople started creating quotes directly, with support from experts, and their early feedback shaped the changes that were needed.

“KlaroCPQ is so intuitive that if you know your product, you know how to use the tool. In practice, it takes a couple of phone calls before salespeople are able to independently write up quotes,” Enovaara says.

From the admin side, updates and changes are easily managed, and working with the supplier has been effortless.

• Quoting time down from days to hours, up to two thirds less per quote
• 80 percent of quotes made by sales alone, without a product manager
• Correct technical content, clear scope and pre-written legal terms in every quote
• Faster answers to customers and a shorter path from quote to project start
• Only positive feedback from the sales team, and no training sessions needed