Hi @harriet_brenner I saw on previous posts that you seem to know quite a bit here. Any insight? @dawn_plaskon you're working through this another of my customers, and I'm sure have seen this done different ways, so any insight to Forrest would be appreciated! @a_gall you know UTC/Carrier better than anyone, and have experience with other customers. Any insight?
@lisa_mercer @paul_hodgson @jamie_mckechnie @kimberly_christmas @michele_mckenna @joe_simoni @kevinpayne Forrest wants to gather info on how best to handle the quoting process, and is interested in hearing how other customers do this, specifically around how the process of data traversing multiple systems, i.e., ERP, CRM, SVMX, and what quoting tool they use, i,e., CPQ. Do you have any customers willing to chat about it, or know how they currently do it that you can share?
I'd definitely recommend use of a CPQ to help manage the Service Contract sales process. There are some good options who are based on the force.com platform to make integration easier, although you may still want to use a middleware to do some ETL activities when moving data around rather than rely on Apex classes.
You can feed the CPQ with Installed Base data from ServiceMax, and then once the final quote is accepted by the customer the finalized Service Contract can then be pushed back across to ServiceMax. There is some complexity involved in making sure that the "Execution" Service Contract operates as the "Sold" Service Contract dictates as there are a significant number of data dependencies that our Service Contract and PM modules need to be in place in order to function as intended, and there may still be some manual steps required in order to "activate" the contract correctly.
Our Product and Professional Services teams can help guide you through architecting this process.
@forrest_yount I see this is from 2019. Have you done any work with a CPQ tool? I'd be very interested to hear back.
We currently don't have a CPQ tool and our Sales reps generate Service Contract Quotes in the U.S. We've had some discussions about how nice it would be to take the Approved Quote/Opportunity and be able to create a Service Contract.
This would be very complex as our contracts are created in ServiceMax and then submitted to SAP the PM Plans are then Activated after the SAP integration is completed and updated in ServiceMax. We also have to validate the Plan quoted is the correct plan for the covered product.