case study
Compass CPQ, CLM Implementations Improve Onboarding Processes
CLIENT BACKGROUND
Compass is a disruptor in the real estate industry, pairing the industry’s top talent with technology for an improved customer experience.
Industry: Real Estate
Services: Brokerage
Headquarters: New York, NY
Website: compass.com
BUSINESS CHALLENGE
- While Compass was a technology-forward company in the buying and selling experience, the support systems were not optimized to support Compass’ growth.
- Limited automation resulted in lack of data integrity and labor-intensive manual processing which put a strain on Compass’ ability to:
- Efficiently execute and manage agent contracts Automate the handoff to Agent onboarding
- Ensure the accuracy of agent compensation
- Provide accurate reporting on agent data
- These inefficiencies, along with limited standardization of agent compensation offerings, resulted in added cost to the business during both the recruiting and ongoing support phases of the agent’s lifecycle with Compass.
- The business model required some advanced concepts in Q2C:
- Product catalog that did not always involve pricing
- Unique approach to profitably calculations
- Robust order management
- The solution needed to be future-proofed to support agent-facing eCommerce functionality on the roadmap.
ATG SOLUTIONS & TOOLS
Over the course of several engagements, ATG:
- Implementation Services: Enhanced Compass’ previous Salesforce implementation
- Advisory Services: Defined the future state architecture
- Advisory Services: Contributed to vendor selection for components of that architecture
- Implementation Services: Drove implementation of CloudSense, SpringCM, and DocuSign to further improve Compass’s processes
RESULTS & IMPACTS
- ATG streamlined Compass’s CPQ process and enabled consistencies across contracts and automated approvals.
- Through the integration between CloudSense and SpringCM, ATG automated the generation of contracts, designed a process to ensure data integrity between SFDC and the contract, and laid a foundation for data integrity across all systems.
- The new, improved system automated the signature process and supported simplification of language, resulting in reduced time to execute.
TESTIMONIAL
Great work everyone! This is the biggest change ever made to the way Compass recruits agents and the foundation for everything we’ve planned in our roadmap in 2018.
Karim Jiwani
Senior Product Manager
Compass