Marketing Software Industry - Marketo, Inc Case Study

1. Case Study Sales Cloud® Enhancements and CPQ Implementation Enhance Effectiveness of Sales and Business Processes for Marketing Software Giant Products & Services “ Thanks for your hard work and all the hours you put in throughout the course of this project! We are very fortunate to have you as our partners in this effort! “ Salesforce Sales Cloud® Salesforce CPQ Client - Marketo, Inc. Industry - Marketing Software - Chandana Suggala, Senior Project Manager, Marketo About the Client Marketo is the leader in digital marketing software and solutions. The company provides Marketing Automation software focused on account-based marketing including email, mobile, social, digital ads, web management and analytics Their mission is to help marketers master the art and science of digital marketing. Marketo is headquartered in San Mateo, California and was founded in 2006. Business Requirements Looking to Scale Sales Effectiveness for Future Growth Enhancements to the current implementation of Sales Cloud® to meet future business needs Implementation of Salesforce CPQ software Product configuration Price orders Quote generation Create documentation Integration with third party system for Order Provisioning Customization over standard AppExchange packages Complex automation/calculations for forecasting purposes Prior to working with Jade Global, Marketo was experiencing delays and hinderances to its sales process due to disconnected Salesforce.com and SPA (Single Page App) systems that were not integrated. Furthermore, the existing Salesforce system had undergone excessive customizations which were causing slow load times. Marketo was looking to increase the sales effectiveness and efficiency of its products. They needed a system that would increase user acceptance, increase sales, and sustain future growth. The Solution Jade Global provided enhancements to Marketo’s Sales Cloud® and implemented and configured Salesforce CPQ (Configure, Price, Quote). With the new enhancements to Sales Cloud®, Marketo was able to increase efficiency from its users and create a platform to set the company up for future growth. CPQ was recommended as the best fit solution due to its user-friendly interface, excellent speed and flexibility. In Addition, it is a fast CPQ system to implement. Salesforce CPQ drives accuracy, increases productivity, and helps eliminate errors in opportunities, quotes, and contracts. Business Benefits and Results The CPQ Implementation resulted in the following process improvements: 1. Contract Creation and Management After introducing the bundled product, Marketo was able to create contracts for base products and attach supporting products to the same contract. 2. Asset Management Jade Global enhanced the process of asset creation and expiration, enabling support teams to provide the right level of support to active assets and follow the correct entitlement process. 3. Entitlement Management Marketo has the capacity to offer grace periods for existing Contracts and Entitlements. ©2019 Jade Global Inc. All rights reserved

2. 4. Subscription Creations and Subscription Renewals Jade Global integrated Marketo’s external system for subscription provisioning and attached renewal subscriptions to renewed contracts. Business Challenges 5. Transition from Legacy to New System Marketo transitioned away from its Legacy Pricing and Quoting Tool to the new AppExchange product customizations provided by Salesforce CPQ. Utilizing both Salesforce.com and SPA (Single Page App) resulted an interface that did not support asset and subscription provisioning; Marketo was looking to integrate the two systems Limited documentation to support all business scenarios 98% of the organization was heavily customized and exceeded Salesforce Governance limits Excessive customization led to slow load times within Salesforce Limited scenario coverage from initial implementation 6. Resolved Production Org Challenges Jade Global audited Marketo’s existing complex production customization and provided Salesforce best practices for system maintenance. This reduced code burden from the production org, increased performance, and reduced admin time to maintain the system. 7. Resolved Deployment Challenges Jade Global audited Marketo’s existing development business process. Using the ANT migration tool for deployment production, Jade managed multiple vendors involved in implementation and resolved deployment challenges. Business Benefits and Results Jade Global simplified the following processes: 1. Simplified Process of Renewal Opportunity Management As a new business or renewal opportunity is closed for the current year, the opportunity for the following year is immediately created The capability to track previous customer opportunities to enable forecasting The ability to focus on increasing account mining for previously closed opportunities and develop marketing strategies for wins 2. Single-click Process of Quote Creation and Management for Renewal Opportunities The ability to create renewal quotes for renewal opportunities in a single click on contract, beginning 120 days prior to the current subscription end date. 3. Syncing SFDC and Third-party Systems for Crucial Data in a Single Web Callout Sending important data of assets and subscriptions to a third-party system in a single callout, while keeping both systems synced. 4. Clear Asset Expiration Process If renewal assets are created for an existing contract, single assets are kept active and support is provided based on active entitlement. 5. 60-Day Grace Period The ability to have a grace period of 60 days for support to valued customers after current entitlement expirations. 6. Smoother Entitlement Management Process Jade Implemented entitlement management for the newly added bundled product structure, making sure customers avail right level of service based on product SKUs. About Jade Global Jade Global provides enterprise business application implementations, integrations, software product engineering, Cloud services, technology advisory, testing, and managed services. We are headquartered in San Jose, California with U.S offices in Philadelphia, Boston, Los Angeles, San Diego and Atlanta. Jade Global is an Oracle Platinum Cloud Select partner, Salesforce Silver Partner, ServiceNow Silver partner and Microsoft Gold partner. We have additional strategic partnerships with Zuora, Dell Boomi, NetSuite, and Tableau. Jade is a member of the Oracle Cloud Excellence Implementor (CEI) Program and has been recognized as one of the fastest-growing companies in North America by Inc. 5000. www.jadeglobal.com | info@jadeglobal.com | 877-523-3448 ©2019 Jade Global Inc. All rights reserved