Scaling Efficiency and Growth with a Tailored Salesforce Solution

dominKnow a leading provider of cloud-based authoring tools, sought to streamline its sales order management process. With its Software-as-a-Service (SaaS) model, dominKnow required a robust solution to manage subscriptions, renewals and upsells; and also to ensure smooth communication across teams. After exploring various solutions, dominKnow decided to partner with Simpliigence, to implement a tailored Salesforce solution that would support their growth and operational efficiency.

Challenges

dominKnow faced challenges in effectively managing its subscription process, including tracking sales orders, generating renewal opportunities, and managing cross-department notifications. Paul Schneider, PhD, dominKnow’s Senior Vice President- Business Development, highlighted how manual processes introduced potential for errors and created inefficiencies, especially as the company scaled. Specifically, they needed a single source of truth within Salesforce for managing orders and generating reports, while also minimizing reliance on custom development.

"We appreciated that Simpliigence utilized Salesforce’s out-of-the-box features wherever possible and limited custom code, allowing for easier adjustments later on."

Paul Schneider PhD, Senior VP, Business Development, dominKnow

Solution

Simpliigence worked closely with dominKnow to deliver a series of custom Salesforce solutions that addressed their needs, including:

Order Management Enhancements:

Custom processes for generating quotes and orders; subsequent upselling, cross-selling, upgrades, and renewals of orders using Salesforce Flows and Apex. This provided greater flexibility in handling subscriptions.

Price Increment Logic for Renewals:

A pricing mechanism was created that automatically adjusted prices during renewals, simplifying the process for both the sales and finance teams.

Multi-team Email Notifications:

Email alerts were set up to notify different teams (Support, Finance, and Onboarding) as well as customers when orders were activated or cancelled, ensuring timely communication across departments.

Expected Revenue Calculation:

Logic was introduced to calculate expected revenue from renewals, enabling more accurate forecasting and reporting for dominKnow’s management.

Data Corrections & Support:

Simpliigence not only built and implemented these solutions but also provided ongoing production support to address any data corrections or system issues, ensuring smooth operations.

Results

Through the partnership with Simpliigence, dominKnow experienced significant improvements in operational efficiency, particularly in their ability to manage subscriptions, reduce manual errors, and scale their business. As Paul Schneider, PhD, Senior VP, Business Development noted:

Key benefits included:

Scalability: The new system allowed dominKnow to grow without needing to significantly increase human resources, reducing the risk of errors and enabling faster onboarding of new team members.

Efficient Billing & Support: The automatic generation of invoices and notifications ensured that billing and client management were handled efficiently, reducing the burden on individual staff members.

Improved Forecasting & Reporting: With the new Salesforce setup, dominKnow was able to generate detailed reports and forecasts, critical for business planning and growth.

"Our ability to grow and add additional people to the Sales staff without them needing extensive training or making mistakes was critical for scaling. The system improvements decreased the chances for errors and allowed us to focus on growth."

Conclusion

dominKnow’s partnership with Simpliigence has been a success, allowing them to leverage Salesforce not only as a sales tool but as a complete operational platform that supports their growth.

By automating key processes and reducing manual intervention, dominKnow is now well-positioned to continue its growth journey with confidence.