Client Result | Blackboard
Spike in demand for digital platforms leads Blackboard to create 35% faster sales process
Meeting the surge in digital demand
Platforms
Services
Deidre Granger
Senior Director, Enterprise Application Services
Client Result | Blackboard
Meeting the surge in digital demand
Platforms
Services
Deidre Granger
Senior Director, Enterprise Application Services
Blackboard needed to support a surge in demand for digital platforms, especially as the pandemic emphasized the need for efficient educational technology. West Monroe began by analyzing Blackboard’s existing processes, uncovering inefficiencies that limited their ability to meet market demands. Our team recommended transitioning to Salesforce Lightning, creating an agile and scalable solution. Together, we identified opportunities for automating tasks, like generating sales quotes, which reduced quote creation time by 35%. This technology-forward approach enabled Blackboard to not only meet immediate needs but scale effectively for future growth.
In a 24-month collaboration, West Monroe and Blackboard tackled the core issues limiting Blackboard’s growth. Starting with a full Salesforce Lightning migration, we built in critical sales functionality using Salesforce CPQ. This process redefined how pricing and quoting were handled, ensuring Blackboard could respond more rapidly and efficiently. Our multidisciplinary team brought expertise in both technology and customer experience, working closely with Blackboard to align each stage of development with its strategic needs. This partnership strengthened Blackboard’s competitive positioning, laying the groundwork for responsive, scalable sales and customer support processes.
With West Monroe’s guidance, Blackboard realized a 36% improvement in quote-to-sale time, alongside a 27% increase in monthly quote volume. These efficiencies are driving tangible cost savings and transforming customer experience, as Blackboard can now respond faster to evolving demands. Automation through Salesforce CPQ has also reduced manual work, enabling Blackboard’s sales team to focus on high-value activities and better serve clients. As Blackboard continues to leverage new Salesforce functionalities, the benefits of this collaboration will scale, supporting the company’s agility and commitment to customer-centric growth.
When the pandemic accelerated the demand for digital learning, Blackboard faced the challenge of scaling its operations and responding faster to client needs. To meet this growing demand, Blackboard partnered with West Monroe for an upgrade to Salesforce Lightning and a fresh approach to their sales and customer experience processes with Salesforce CPQ. West Monroe’s team dove deep, re-evaluating workflows to identify efficiencies through automation, delivering both immediate improvements and setting the foundation for scalable growth. Blackboard saw a 35% reduction in time to create sales quotes, a $5 million boost in billing efficiency, and a 27% increase in quotes per month. These results have helped Blackboard achieve a faster, more efficient sales process ready to adapt to ongoing demands.
Making this change in our internal applications has enabled us to reduce our costs and, in turn, reduce the need to raise prices and offset operating costs with our clients.
reduction in time to create sales quotes, driving faster results
increase in billing efficiency for overages over two years, reducing costs
increase in monthly quotes, boosting revenue