Configure, Price and Quote

ABOUT

Chargebee currently is a good solution for product-led growth. However, for us to accelerate our move upmarket, we need to support sales-led growth strategies more head-on.

TEAM

Research and Insights

Key Insights

Chargebee’s lack of configurability and extensibility cripples Revenue Operations administrators from seamlessly enforcing their sales led strategy

For an Sales Representative, the absence of a streamlined process to generate quotes poses significant operational challenges and impedes sales efficiency

Key Personas

Sam, the Sales Representative: Build a steady pipeline and close as many deals as possible

Rick, the RevOps Admin: Ensure that the sales motion runs smoothly, efficiently, and predictably

Key Experience Areas

1. Chargebee Native CPQ

These are for small to mid market organisations where their quoting workflows can start and end with Chargebee

2. Chargebee CPQ for Salesforce

Given sales representatives spend a significant time on Salesforce, and with Salesforce having 22% of CRM market share, we absolutely need to serve this distribution channel

3. Chargebee CPQ for Hubspot

Hubspot has the second largest market share and is quite popular in the mid-market segment; and our solution needs to be optimised for this distribution channel as well

4. Configuration and Set up

We also need to think about how the experience will be configured and set up by a Revenue Operations Administrator

1. Initial Visioning

In a 2 week sprint, when things were at a very nascent stage, we put together a prototype to demonstrate what this experience could come to be. The following was the experience from the standpoint of a sales representative creating a quote.

And this was the experience as an end customer / prospect, who is reviewing the quote, accepting it and paying out their first invoice

2. Explorations on the Quote Form

After getting an executive buy-in, we then explored how the quoting workflow and quote form can be expressed. Here is a sample of some design approaches we explored

3. A Consolidated Prototype for User Testing

Taking the best from all the versions we had explored, we created one consolidated prototype which we took into a round of qualitative user testing

4. Exploring the Set Up Experience

We also started exploring the configuration experience so that it can drive business value; and let businesses set up their sales motions and strategies.

Around the same time, we were also reassessing how the quote form was put together. Formerly, it was in sequential steps. From data from previous round of testing, and looking at some of the more modern players out there, we also took a stab at expressing this as a one page experience.

The below is a demonstration of key capabilities from a set up standpoint we wanted to consider

5. Exploring an AI jumpstart for the Sales Representative

Instead of a sales representative doing a lot of form filling, we were exploring how he/she can get jumpstarted on a quote, given they have a fair idea of what they are doing

6. Testing the End-End Quoting Experience

We went into a second round of user testing, where we were able to review the quote creation, workflow, set up workflow, approval workflow and amendments

7. Iterations Towards Final Designs

This is still in progress and here are how the designs have been evolving

Results and Impact

The subscription ramping solution has been adopted by 40 customers

There has been a lot of positive feedback when we have tested the prototypes with both internal sales teams and prospects

The solution set has laid the ground work for more expansive set of offerings for 2025

Chargebee will be able to win more enterprise deals as a result of the CPQ capabilities