Boosting Sales​ Through Unified Support

RedCloud partnered with a global Fortune 500 software company to design and implement a new subscription-based technical support model. The engagement focused on streamlining operational processes, validating pricing, and supporting enterprise sales teams to ensure a smooth global roll-out.

Client Situation

The client introduced a subscription support program to simplify enterprise customer purchasing, reduce administrative burden, and standardize pricing. Key challenges included:

• The new model required sales teams to sell higher-priced offerings.

• Sales operations needed updated processes and systems for deal approval and execution.

• Global scale and product launch cycles demanded flexible, adaptive support and rapid learning.

RedCloud was engaged to establish the foundational strategy, end-to-end processes, tools, and documentation to enable readiness and consistent execution across the organization.

Our Approach

RedCloud implemented a structured, multi-pronged approach to ensure adoption and effectiveness:

1. Front-Line Sales Support & Knowledge Management: Managed Tier 2 capacity for sales support desks, enhanced knowledge assets, and identified opportunities for process improvement.

2. Pricing Validation & Governance: Provided QA for the pricing tool, documenting business rules and calculation methodologies to ensure accuracy and consistency.

3. Self-Service Resources: Developed a quick reference guide for field teams to reduce inbound questions and enable efficient self-help.

4. Custom Deal Support: Served as a resource for enterprise deals, recommending pathways for deal closure and implementing structured documentation for pricing and approvals.

Impact

RedCloud’s support enabled the client to successfully transition to the new subscription model with measurable results:

• Faster Response & Readiness: Streamlined processes improved response times to inbound pricing inquiries and increased operational readiness.

• Pricing Governance & Auditability: Established a robust governance framework ensuring compliance, accuracy, and standardization across all deals.

• Enterprise Sales Enablement: Provided tools and guidance to sales teams, reducing friction in deal negotiation and closure.

• Scalable Support Model: Flexible systems and documentation allowed adaptation across global markets and product launches, ensuring repeatable success.

Through structured support, process optimization, and knowledge management, RedCloud enabled the client to deliver a seamless customer experience and fully operationalize the new subscription model.

RedCloud’s partnership ensured a smooth, compliant, and scalable roll-out of a subscription support model while empowering sales teams to adopt new pricing and operational processes efficiently.

Looking to drive operational efficiency and excellence in your organization?

Contact RedCloud’s Delivery Excellence Practice team today to learn how we can help implement scalable processes, improve performance, and ensure consistent results across your business initiatives.