Reduce time to generate sales quotes from weeks to minutes
How a worldwide leader in IT and networking uses Google Cloud Platform and Data Analytics to analyze large install bases for renewals to drive productivity improvements

INDUSTRY TECHNOLOGY

The client

This client is the world’s largest networking company. The global corporation, based in San Jose, California, develops, manufactures, and sells networking, telecommunications and other equipment as well as security and other services.

Overview

This enterprise looked to Google Cloud and Pluto7 to help revolutionize their manual processes for analyzing large install bases. With the right blend of Google Cloud solutions and Pluto7’s expert support, this IT and networking leader saw a dramatic improvement.

Challenges

Manual processes for analyzing data collected from the Large Install Bases slowing validation results to 3-4 weeks.

Slow turnaround limiting the Sales team’s ability to deliver a renewal quote for customers.

Manual processes introducing errors into analysis, causing issues with customers.

Strategy

Complement existing on-premises infrastructure with cloud-based data platform.

Use Google BigQuery to quickly analyze large datasets about customers Install Bases.

Develop a platform that can scale quickly for analysis and also set the stage for future use of Advanced Analytics (such as machine learning).

Results

Reduced time to results from 3-4 weeks to less than 50 minutes for each Large Install Base Analysis.

Enables sales team to proactively send renewal quotes to customers instead of reacting to customer requests.

Eliminates errors that cause customer satisfaction issues through automation.

“We were extremely happy with the services we received from Pluto7. Their expertise in helping document our processes has given us the ability to identify our transformational opportunities.”

Don Nicholson,
Service Provider Sales Operation Team, Cisco

As one of the early leaders in technology, this company grew from a Silicon Valley networking company into a global enterprise offering a variety of technologies and services. Like any savvy enterprise today, the leadership team understands the importance of delivering the best possible customer experience – especially in the sales and renewal discussion – to stay ahead of the competition.

What does it take to get an accurate quote?

A key part of the sales process for this company is an analysis of existing usage to create an accurate renewal quote for the customer. There are two teams that take the lead on this, the Sales team and the Service Provider teamThe Sales team approach the Service Provider team with a potential customer’s information and ask them to run an assessment. This assessment generates an accurate quote, enabling the sales person to bring that quote to customers.

The Service Provider team’s assessment is an analysis of large install bases. In other words, they have to analyze a large quantity of data to ensure the validity of key information sets.

Not surprisingly, this technology leader already had an internal, on-premise big data platform, a large IT team and data warehouses in place. However, the team still followed six sets of manual steps to ensure the validation of the install base information. And, given the large amount of information that needed to be analyzed, this meant the entire process took 3-4 weeks to completely analyze the large installbase. Ultimately, this meant Sales had to wait almost a month before sending a quote to their customer, and any changes requested by Sales in the process would result in this cycle being repeated.

So this technology leader decided to think outside the box.

On the business side, we wanted to experiment and see how a new technology could result in breakthrough productivity benefit especially around the analysis of Large Install bases.

Leader and Key Team Member,

World’s largest provider of internet equipment

Renewal quotes in minutes, not weeks

With those objectives in mind, this IT and networking leader partnered with us at Pluto7 to leverage Google Cloud Platform to transform this data analytics and validation from a weeks-long process to something much, much shorter. With Pluto7’s expertise in Advanced Analytics, Machine Learning and Artificial Intelligence, we were able to identify the right Google solutions and quickly develop a Proof of Concept.

Security obviously played a key role – and we worked with this enterprise to ensure each stage met their strict security requirements.

We quickly demonstrated how cloud technology can bring that transformative business impact they hoped to achieve. Specifically, we showed how the large install base analytics could be analyzed by providing verification on the validity of install base items and throwing out as exceptions those that did not meet the criteria. The POC demonstrated that the entire validation process could be completed in minutes, delivering an easy to use output report that enabled speedy disposition of validation results.

Following the successful POC, we began migrating the full Service Provider Operations team to Google Cloud Platform. We also built an intuitive user interface using App Engine to make everything more straightforward for all the users. Finally, we ran a production pilot - running renewals for two large service provider customers. With the easy-to-use interface and capabilities of the Google Cloud Platform, team members around the globe can access large install base analytics as needed.

The resulting simplicity and speed of obtaining the install base validation means the Service Provider team can deliver more rapid and accurate information to the sales team. This, in turn, leads to rapid and accurate renewals quotes.

Google Cloud Platform immense processing power with dataflow and BigQuery meant that validations involving multiple passes of large install bases having millions of rows with cross references to other huge data repositories was done at incredible speed which could not be attained with the current on-premise solutions. This meant now generating quotes in 15 minutes.

Stronger through innovation

Working with Pluto7, this client is experimenting with Google machine learning technology to leverage more data and analytics. Ultimately, the objective is to achieve breakthrough innovation and business transformation within weeks instead of years. “The customer is an established technology leader that continues to evolve over the years,” says Manju Devadas, Founder & CEO, Pluto7. “Through each transition, the company gets stronger because it keeps innovating. With Google Cloud Platform, they are on the forefront of customer experience analytics.”

Why Google

This client chose Google Cloud Platform because it:

  • Offers a flexible, scalable, ready-made infrastructure in the cloud.
  • Provides a cost-effective platform that’s easy for Sales team members to use.
  • Delivers speed, security, reliability and flexible pricing.

Products used

Google Cloud Platform

App Engine

Google Cloud Dataprep / Dataflow

Google BigQuery

Google Cloud Storage