Standardizing Business Processes for Impact After Acquisition

"Coastal has established itself as a trusted partner for Granicus. They have gained our trust over multiple projects by doing proper discovery, scoping, and resourcing our projects with the right folks to deliver them on time and on or below budget."

Jay Mahoney, Director of Business Systems

Challenge

Granicus, an organization that provides technology to better connect government and people, faced technical debt stemming from acquisitions, which caused challenges in standardizing and adopting business processes.

To address this, they enlisted Coastal to audit their systems and their employee experience. The investigation revealed significant gaps and bottlenecks in Granicus' employee onboarding processes, prompting a three-month program to optimize their technologies and unify teams through change management.

Solution

Coastal introduced several onboarding solutions for Granicus, each of which emphasized the organization’s focus on change management and improved system adoption. We created a Champion Network to gather valuable insights from staff regarding Granicus' change management and onboarding processes.

We also deployed a new, more effective sales, CPQ, and quoting process across the entire Granicus organization, resulting in improved efficiency and increased revenue. And, thanks to a Lightning Migration, the contract lifecycle management process was further streamlined.

Results

With their new cutting edge revenue technology, Granicus has more insights into where revenue is generated and uncovered $7 million of revenue leakage.

Their sales team has used these insights for more effective selling, spending more time focused on nurturing leads and closing deals.

A standardized sales/process playbook has improved the end-user experience by simplifying quotes, opportunity management, and contracts. This playbook has also been introduced to the onboarding experience so that new members kick off their tenure by taking advantage of the organization’s best practices.

Clouds & Products

Revenue Cloud
Marketing Cloud
Sales Cloud
Service Cloud