A leading biotechnology company faced inefficiencies in their sales discounting process. Sales teams frequently offered discounts that were either too large, leading to lost revenue, or too small, resulting in missed business opportunities. These inconsistent discounting practices not only impacted profitability but also created a perception of unfairness across regions.

Furthermore, the manual approval process for discounts slowed the sales cycle, causing frustration within the team and increasing the risk of lost opportunities. The client needed a systematic discount guidance solution that aligned with financial goals and factored in key business criteria, such as each client’s discount and purchase history.

Concord worked with the client’s pricing team to understand their discounting objectives and partnered with regional teams to assess their current sales discount practices, identify gaps, and define a future state. To address these gaps, we designed and implemented a systematic solution within Salesforce Sales Cloud. Using an Agile approach, we built and tested the solution, incorporating iterative user feedback to make ongoing refinements. We also supported Illumina’s change management efforts, provided hypercare post-deployment, and received user feedback after go-live.