74 Lexmark is a global provider of printing and imaging products, software solutions and services that help its customers to save time and money. To date, the company has helped organisations in more than 170 countries to accelerate and optimise their adoption of internet of things technology and digitise the management of printing and imaging devices. Today’s buyers are changing the rules of the game as they start to expect a stellar and frictionless customer service experience from their product providers. Lexmark has therefore sought to transform its own operations, aiming to streamline and transform sales and reporting processes to deliver services more quickly and accurately. A particular focus was to improve its existing Configure, Price, Quote (CPQ) software, which helps sellers quote complex and configurable products but was difficult to use due to Lexmark’s complex product and service ecosystem. Another issue Lexmark wanted to tackle was the lack of integration between the CPQ system and the customer relationship management (CRM) platform that helps the brand to manage, track and store information related to its current and potential customers. Without this integration, there was no easy way for Lexmark’s sales team to visualise and track every aspect of the customer’s journey. To truly understand its customers, Lexmark needed an integrated CRM and CPQ system that could meet the needs of an enterprise committed to helping and growing businesses around the world. Printing and imaging products provider Lexmark has used Experlogix CPQ and Microsoft Dynamics 365 for Sales to transform its operations to deliver more accurate quotes in a shorter time CASE STUDY: LEXMARK Streamlining sales
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