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Praval Technologies

Case study

Every tenant handoff crossed a system boundary. Each one cost a day.

We slashed tenant processing time by 50% by consolidating our siloed tech stack into Salesforce. We integrated Oracle CPQ and Azure Synapse to bridge the gap between our 24-hour lead-to-quote cycle, billing, case resolution, and reporting.

Faster tenant processing
50%Faster tenant processing
Less manual processing time
60%Less manual processing time
Lower administrative cost
40%Lower administrative cost
Tenants a year
1K+Tenants a year

The work was not slow. The handoffs were

Moving a captured lead to a quote took 22 to 24 hours. Not because pricing a tenant is hard, but because the lead lived in one system and the quote was produced in another, and the transition between them was a person.

The same boundary appeared at every stage of the tenant lifecycle. Quote-to-billing crossed systems and handoffs. Case management sat apart from the tenant record it belonged to. Analysis meant assembling numbers from several places and hoping they agreed.

  • Nobody had one view of a tenant. Onboarding, billing, cases and performance each told a partial story, and reconciling them was manual.
  • Administrative effort scaled with tenant count, because the work between systems never got cheaper per tenant.
  • Accuracy degraded at every copy. Information re-entered is information that can drift, and reporting inherited the drift.

Do not consolidate the systems. Connect them

The tempting read is that four systems is three too many, and the fix is a platform migration. It is also the expensive read: Oracle CPQ was doing quote-to-billing correctly, and Synapse was the right place for operational analysis. Neither was the problem.

What was missing was orchestration between them. So the work was scoped to the seams: automate the lead-to-quote transition, integrate quote-to-billing rather than rekeying it, and centralise cases against the tenant record instead of beside it.

Salesforce for the lifecycle, CPQ for billing, Synapse for the view

Sales Cloud centralises tenant and lead information and automates the lead-to-quote transition that used to consume a day. Service Cloud holds tenant cases against the same record, so an issue and the relationship it belongs to are no longer separate lookups.

Oracle CPQ continues to carry quote-to-billing, now fed rather than re-entered, with Workato orchestrating the integration and workflow between the platforms. Azure Synapse brings the operational data together for analysis, which is what turns centralised information into something a team can actually act on: tenant performance and trends in one place rather than four exports.

Tenant processing halved, manual processing time fell 60%, and administrative cost dropped 40%. The accuracy gain is harder to put a number on and is arguably the more durable one: there is now a single record to be right.

Recognise any of this in your own estate?

Start with the problem rather than the technology, and we will tell you honestly whether it is ours to solve.