CRM Transformation: How a Leading Enterprise Streamlined Sales & Quoting with 65% Operational Improvement

A professional employer organization (PEO), meaning it handles HR and payroll for client companies, essentially acting as their employer of record. It provides a range of HR solutions, including payroll, benefits, compliance, and technology, to businesses of all sizes, especially small and medium-sized enterprises (SMBs).

As the FT500 PEO leader seeks to further grow and scale their business, they are looking for improvements in the enablement of these activities; most often performed in customer relationship management (CRM), configure, price, & quote (CPQ), contract management (CLM), Billing, Sales, Service, Pricing, Entitlement and Unity platform solutions utilizing Oracle.

Company’s goal was to modernize its lead-to-order value stream and eliminate inefficiencies caused by disconnected systems and manual workarounds. They needed a CRM strategy that would support scale, improve quoting accuracy, and empower its teams to make faster, data-driven sales decisions.

Client: FT500 HR Outsourcing Leader
Industry: Professional Employer Organization (PEO)
Size: 5000+ employees

Location: California

Challenges:

Client is seeking to modernize its Lead-to-Order process, aiming to streamline sales, quoting, and contracting workflows. Although Salesforce (SFDC) was in use, key quoting activities remained heavily dependent on manual efforts and spreadsheets—resulting in inconsistencies, inefficiencies, and lost productivity across teams.
Critical questions included:
Can Oracle (ORCL) meet the client’s CRM and CPQ needs more effectively than Salesforce?
What would a scalable, future-ready CRM transformation journey look like?
How can fragmented tools and disconnected processes be unified into a single, high-performing sales ecosystem?

Action:

A Business Capability Model aligned to strategic value drivers, enabling clarity on where CRM capabilities could deliver competitive advantage.
End-to-End Journey Mapping—documenting the current vs. target state across the sales and quoting lifecycle.
Identification of 26 high-impact pain points, including organizational gaps, platform integration needs, and workflow inefficiencies.
Prioritized roadmap and implementation guidance to align the client and their technology partner around a shared execution path.
Recommendations on platform suitability (Salesforce vs. Oracle) grounded in scalability, user alignment, and CPQ functionality.

Results :

65% improvement across CRM, CPQ, and sales operations workflows.
Successfully addressed 26 pain points, including complex interdependencies across departments.
Enhanced integration between systems, reducing manual quoting processes and improving response times.
Identified significant cross-sell and up-sell opportunities, contributing to pipeline expansion.
Improved partner and alliance channel performance through more streamlined processes and shared data access.
Enhanced data intelligence, enabling the creation of actionable KPIs and smarter, faster business decisions.

Client Testimonial

“This engagement gave us clarity on where our CRM and sales processes were falling short. With a clear roadmap and prioritized improvements, we’ve streamlined our sales and quoting operations and unlocked new revenue opportunities through better cross- and up-sell visibility.”

— Service Operations Manager

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