BMC Software transformed its revenue operations by adopting a unified subscription-based model with the help of PwC and Zuora, resulting in streamlined processes, improved data integration, and enhanced customer satisfaction.
48 systems integrated into a single, unified Zuora platform
50+ business applications streamlined for efficiency
14 autonomous quote-to-revenue (QTR) capabilities enabled, saving valuable time for employees on the ground
A unified data platform helped automate capabilities, scale new revenue streams and improve the customer experience
Situation
Innovation at scale: Reimagining QTR
BMC’s industry-leading portfolio unlocks human and machine potential to drive business growth, innovation and sustainable success by simplifying and optimizing the connections between people, systems and data. As the company took stock of its own organization, it knew it was time to apply that same approach in-house. Rapid growth via strategic acquisitions and alliances meant the alignment and normalization of different systems and technologies often required more work to result in accurate forecasting, quoting, and deal close. BMC recognized an opportunity to transition its revenue model into one that could better scale for the future and better serve its customers, all supported by a modern monetization platform. The new platform would simplify and automate the quote-to-revenue (QTR) process, providing a single source of truth for customer and product data.
Building the right team
First, BMC needed to find the right strategic advisors. PwC and Zuora stood out thanks to extensive experience with business model reinvention and robust capabilities with Salesforce CRM and Oracle ERP. BMC worked with PwC and Zuora to help modernize its monetization platform and support the complex culture shift inherent to such a wide-reaching transformation. Building on a pre-existing relationship with PwC, BMC approached the team to help design and implement a holistic solution on Zuora to consolidate, simplify and automate much of its revenue operations model.
Solution
Adopting a one-platform solution
The reinvention kicked off under a strategic initiative with an ambitious mission boiled down to a simple phrase: “One quote, one order, one invoice.” PwC designed a project plan with BMC that balanced the human, change management aspects of the project, while meeting requirements and rolling out the new technology. The nimble framework outlined four stages: align, innovate, release and evolve. From there, the team established a vision for the future and aligned leaders on the plan of action. Then, a cross-functional team refined the platform design via a series of workstream meetings, virtual workshops and on-site immersive design sessions. The final design integrated Zuora CPQ, billing and revenue into a single platform, along with BMC’s existing CRM and ERP platforms. The solution was released in three phases over an 18-month period. The PwC team helped with training and support for employees throughout the shift, then quickly turned to measuring progress and evolving its approach where needed.
Managing the change
BMC workstream leads leaned in to driving the change efforts, knowing that the only way to help employees adapt to such a colossal shift was to put an authentic face to the change. Here, PwC’s experience and next gen change toolkit were pivotal assets to guide and coach BMC. PwC helped BMC design a custom plan to implement the change tailored for individuals across operations, sales, finance and customer success teams. PwC also provided Change Navigator and digital training assets to help employees learn about the new solution. The personalized and interactive training materials included videos, quick reference guides, live demos and self-guided learning materials. This robust change kit helped BMC successfully socialize the new platform across the countries where the company operates, in local currencies and languages.
As the team worked to design and implement the platform, PwC’s accelerators helped BMC achieve its goals faster. Its industry knowledge and existing Zuora model system helped BMC avoid unnecessary customizations, and enabled the company to design by exception, gain global alignment earlier and accelerate the solution build.
RESULTS
Software to scale: Unlocking new value streams
In undertaking a full-scale Zuora implementation, BMC solidified future success. The simplified, standardized platform helps reduce complexity, cost and risk, making the quote-to-revenue process faster, agile, scalable and more accurate. Enhanced data integration provides a global standard and consistent processes across the value stream, helping to increase visibility, accuracy and compliance.
That means better insights that can inform key decision-making, both at the executive and individual levels. Leadership has the data it needs to plan and orchestrate business operations more efficiently, saving the company time and money. Meanwhile, salespeople can quickly and easily analyze customer portfolios to better inform sales activities and targeting. Plus, the simplicity of the solution gives salespeople the ability to handle once complex, multi-screen processes like quoting in real time. This not only saves valuable time on the back end but improves employee experience by helping them accomplish more and feel more empowered in the workplace.
More options, more value
In addition to automations and efficiencies, the modern platform provides the architecture and foundational capabilities to accelerate BMC’s fast-growing SaaS business. This enables the company to offer more flexible, tailored subscription options and expanded product options, which means customers can get exactly what they need faster and with fewer errors. Ultimately, the result is greater customer satisfaction, loyalty and retention.
“A transformation like this is like a heart and lung transplant, all at once. To make a change this big, we had to come together as an organization — business stakeholders, executive leadership and strategic collaborators, all working as one.”
