The digital customer journey with CPQ + AIA®

Efficient and customer-centric

Whether during the initial contact, the configuration of the optimal solution or the cross-selling process - customers expect a consistent and smooth customer experience at every stage of the customer journey. With CAS Merlin CPQ, you can inspire your customers with quickly created offers and individual configurations in real time. Assistants that think for themselves, so-called Augmented Intelligence Assistants (AIA®), support you with a smooth, digital quotation and sales process.

Quotation creation workflow with CAS Merlin CPQ

1. Find the right product

The online configurator guides the end customer through your product world and helps them to find the right product or optimum solution from your product range. The end customer enters their requirements for the product in the corresponding desired variant and sends a request for quotation to your sales department.

2. Configuration of a technical solution

The sales team adds technical details to the desired configuration in consultation with the customer and optimizes the desired configuration with the help of Guided selling. This is supported by AIA®, which among other things, draws on experience from previous configuration solutions by asking questions such as: Which variants have previously been put together for similar requirements? How often has a particular variant been sold?

3. Analysis of the solution space & individual optimization

In a personal sales meeting, you work with the end customer to determine their core requirements (for example criteria such as sustainability, price and delivery time) and their weighting. With the help of AIA® and the CPQ software, your sales team determines the possible solution space, which can be optimized according to criteria you have selected yourself.

The digital quote document is then sent to the customer or colleague. AIA® Collaboration combines different levels of knowledge, coordination results and the needs of many different stakeholders in one tool.

4. Live interaction between sales and end customers

In the next step, you work with the end customer to develop a customized solution that meets their needs. The end customer can add comments in the digital proposal and is thus actively involved in the process.

Sales can use the Sales CPQ interface to view the status of the configuration and responsibilities. For example, the sales department can grant a discount or obtain approval for technical feasibility. The person responsible is notified if they need to grant a separate discount approval or inform the engineering department that a configuration needs to be checked. All internal and external stakeholders are digitally integrated into the end-to-end process.

After successful configuration, the data is automatically transferred from the CPQ + AIA® software to the desired third-party systems and made available for further processing.

More CPQ knowledge for your company