Spirent Communications is the leading provider of verification, assessment, analytics, and device intelligence solutions for the communication and IT industries. Spirent enables those who deliver networks, connected devices, and communication services to provide a superior user experience. From service provider networks and enterprise data centers to mobile communications and connected vehicles, Spirent works with leading innovators to help the world communicate and collaborate faster, better, and more securely. Spirent employs over 1,500 employees in over 25 locations in more than 20 countries.
Spirent divides its operations into three divisions: Networks and Applications which has a focus on the performance and security of networks and cloud services, Wireless and Service Experience solutions for wireless connected and navigation and positioning devices, and Service Assurance and analytics for communications service provider networks. Spirent was operating on a variety of clunky, on-premise legacy systems, which was creating dirty data, broken processes, and a lack of transparency across the business.
Bryan Walkley, Global Head of Sales and Marketing Operations, knew that in order to scale, Spirent needed to build a new cloud-based foundation that would arm its sales team with anywhere, anytime access to accurate customer data, with standardized processes across all business units and regions. Spirent also wanted to create a better experience for its customers, and offer them more accessible, accurate and understandable pricing and quotes.
With the help of Bluewolf, Spirent replaced its old systems with Salesforce, and deployed Sales Cloud, Service Cloud, Communities Cloud, and Apttus CPQ, over a two phase, 18-month project. Sales Cloud created a single view of the business, with all global teams – from Asia, Europe, United States and Canada – now working off of the same data from one unified platform. With Service Cloud, Spirent transformed its front-line call center, with agents now being able to log cases attached to a customer profile with just a few simple clicks. Using Communities, Spirent created a Customer Service Center (CSC) for customers and partners to access everything as a one-stop-shop. Customers and partners can now find answers to questions by searching a knowledge base of libraries with product and marketing information.
Once Salesforce had been implemented as the backbone of the organization, Spirent decided to deploy Apttus CPQ to help the global sales team generate quotes and contracts for customers. Spirent has over 70 products and thousands of potential configurations, and the pricing and quote bundles are so complex that it was all too common for sales reps to make mistakes putting quotes together. Apttus CPQ almost eliminated these process errors by facilitating a streamlined, repeatable process that is producing clean data and consistent quotes. Apttus also introduced the “shopping cart” functionality, which provides a better user experience for sales reps, and in turn, a better experience for Spirent’s customers.
After 18 months of working with Bluewolf, Spirent’s business has become much more streamlined and efficient. Senior management now has access to accurate forecasting and global dashboards, so they can see their business at a glance. The sales organization is now experiencing far fewer errors from the quote to cash process – discount approval visibility is improved, pricing is standardized, and Spirent is able to generate and close more business in less time.
Walkley and his team have a future roadmap to continuously improve both their employee and customer experience. They plan to continue working with Bluewolf to improve the e-commerce experience, and are currently evaluating tools that will provide better UX/UI; they also want to build out a business intelligence model to better predict customers’ needs and wants.
Walkley says, “During the week of go-live, Bluewolf’s entire company – from the very top of the chain of command – stepped up to ensure we met our deadlines and had a successful launch. We plan to continue working with Bluewolf to find ways to better enable our employees and delight our customers.”