The customer is a publicly traded industry leader in Legal SaaS products with a market cap of approximately $500M USD. Their technology platform combines AI, cloud computing, and data analytics to support legal practices. At the time of engagement, they utilized Salesforce and NetSuite as their primary cloud systems, while also maintaining a proprietary platform for usage gathering and billing. Despite their market position, they were facing stagnant stock prices, rising customer churn, and decreasing market share due to internal procedural and systematic issues.

The customer required a partner to analyze and resolve critical friction points within their Lead-to-Cash systems and processes. SCG identified several deep-seated inefficiencies, such as highly manual triggers for order and contract creation following a sale, and an inconsistent account hierarchy that complicated operations. Furthermore, the existence of too many "data sources of truth" led to widespread confusion and made it difficult to generate reliable reports or business insights. These issues were compounded by low visibility into customer entitlements, inconsistent billing patterns that didn't match customer usage data, and a selling process that lacked standardization.

To address these pain points, the SCG Advisory Team designed a phased 12-month roadmap that allowed the customer to maintain daily operations while implementing improvements. The first phase focused on "quick wins," such as standardizing the selling process and reworking the account hierarchy within the CRM, while also defining a new entitlement data model for Salesforce and NetSuite integration. The second phase involved remodeling the proprietary product and contract structures to align with Salesforce, which provided the necessary visibility into customer entitlements and optimized the billing process for better customer clarity. Future phases were also outlined to reduce automation backlogs in customer support and implement a Customer Success platform to leverage actionable customer data.

Following the implementation, the customer’s Lead-to-Cash processes were aligned with industry best practices, resulting in increased automation and a more satisfying customer journey. The organization successfully shifted its decision-making culture from "gut feelings" to data-driven insights, supported by a tech stack that incentivizes rather than hinders selling motions. Additionally, the customer gained significant visibility into customer entitlements within NetSuite and adopted a new solution-based selling strategy. This strategic shift allowed for more predictable revenue streams through a variety of commitment-based or consumption-based product models.