Streamlining sales processes and improving buying experiences for Medical Device Manufacturing

Hillrom Holdings, Inc, a manufacturer of medical devices, is a subsidiary of Baxter International. The company’s solutions are used in hospital settings including emergency departments, operating rooms, intensive care, and surgery units. They also service the wider healthcare industry, physician’s offices, ambulatory settings, post-acute care and home-based care equipment.

Sales and Revenue Challenges

Hillrom faced unique sales challenges due to a rapidly-evolving healthcare landscape. Hillrom solutions required a digital transformation of their go-to-market strategy to ensure they could meet their clients demands to support a crucial part of their operations. Main challenges to the business included:

• Disparate platforms, tools, and templates were used by sales teams to generate sales quotes and start customer interactions
• Fragmented customer experience across the organization because BU-specific approaches were made without cross-BU integration
• Inaccurate quotes that require constant rework caused by issues with the quality of customer data, opportunities, and multiple versions
• Manual cross-system synchronization with limited ability to track customer interactions across Sales, Service and Commercial Operations team
• Lack of KPIs and analytics with limited ability to review quotes or conduct product margin analysis
• Wide variations in quoting processes and solutions led to pain points across the entire quoting journey

Hillrom’s Transformation Goals

Hillrom’s primary strategic goal was to deliver a quoting solution that transforms the company’s go-to-market approach in order to boost productivity, improve the user experience, enhance customer experiences, and drive revenue and improve margins. The company was looking for a solution that could support:

• Made-to-order products that are highly configurable
• Multiple partners involved in the decision-making process
• Long sales cycles due to multiple revisions for every quote
• Purchasing consolidation (GPO, tenders, etc.) that impact pricing and contract terms

Driving digital sales transformation with Zilliant CPQ

Zilliant CPQ provided a robust end-to-end sales solution, which met these needs. Hillrom initially ran a pilot that led to a 22% increase in user satisfaction score, 56% deduction in quote cycle time, and a $1 million dollar increase in quote volume.

After fully implementing Zilliant CPQ, Hillrom saw key benefits in accelerated growth, increased business efficiency, and simplified experience. Zilliant CPQ streamlined how Hillrom sells solutions within Global Business Units (e.g: service at the point-of-sale). Zilliant’s pricing engine also helped Hillrom ensure healthy margins through accurate pricing and improved visibility into metrics.

Hillrom leveraged Zilliant CPQ to automate and optimize sales activities. That helped reduce time spent on manual or unproductive activities, to maximize time spent on customer facing, value-added work. Additionally, Zilliant CPQ provided powerful APIs to connect to Hillrom’s back-end systems enabling seamless data flow between their sales tools and business units. This connectivity saves time by synchronizing information across systems, tools, and templates to generate quotes flawlessly.

Zilliant CPQ enhanced the transaction experience for both sales teams and customers. Reducing errors and the need for fault fixing sped up the sales process—meaning faster conversions and happier customers.

Connecting the end-to-end process from CRM to ERP

Hillrom was successfully able to implement Zilliant CPQ as the key integration point between SAP ERP and Salesforce CRM. With the natively integrated, purpose-built CPQ solution for manufacturing, Zilliant CPQ was able to enhance Hillrom’s CRM with powerful quoting capabilities and guided selling while streamlining the go-to-market process from lead to production.

Hillrom also took advantage of automated workflows and approvals, automated recommendations for upsell and cross sell options. The company successfully leveraged Zilliant to build out its digital self-service and after-sales experiences.