IBM Uses Conga’s Open AI Platform to Modernize CPQ and CLM

Challenge

IBM’s customers run some of the most complex and demanding IT environments. They rely on IBM servers, software, and storage to power their enterprise data centers. And it’s the job of IBM’s Technology Lifecycle Services team to ensure that salespeople receive the support they need.

Before Conga, IBM’s internal sales processes were manual and disjointed. “We had different systems around the world and different processes that had built up over time,” said Jessica Murillo, Chief Operating Officer of IBM Technology Lifecycle Services.

To continue meeting the demands of its customers with high-tech solutions required equally high-tech internal processes. “We support over 11,000 hardware and software offerings in 140 countries,” said Murillo. “We continue to service and handle over 2 million support cases from customers every year at a very high 98% first time fix.”

Staying at the forefront of technology means IBM doesn’t just build innovative solutions, but is equally demanding about the tools they use internally. So when it came time to modernize contract operations IBM turned to Conga. “Throughout our whole stack, even in the support space as well, we had a lot of modernization happening,” said Caryn Woodruff, Chief Digital Officer, IBM Infrastructure. “It was very iterative. We took a very agile approach.”

Conga helped IBM steadily advance the connected process that supports its broader commerce chain—from quoting to contracting to ongoing support.

Solution

First, IBM rolled out Conga CPQ to automate the configure price quote process. This followed with Conga Contract Lifecycle Management (CLM) to automate contract workflows. To ensure adoption, IBM created change management specialists and a seller council. “Having stakeholders that are real catalysts, kind of super users, was huge for us,” said Woodruff. 

Conga Works with Your Existing Technology Investments, Not Against Them

Next, IBM targeted renewals. Conga’s open architecture enabled the team to use IBM’s own AI solution, watsonx, alongside the Conga solutions, creating a virtual renewal assistant. “When it gets toward the end of the quarter, you can't slow down deals,” said Murillo. “By having this virtual assistant, it frees up the seller to work any time, from anywhere. They can do tasks like generating reports or requesting updates on their quotes or contracts.” 

• Before, sellers were creating renewals manually with spreadsheets. Now, renewals are auto-generated six months in advance with upsell recommendations.
• Sellers manage contacts and notifications through a Renewals Dashboard, while clients can respond directly from the email—streamlining communication. 
• Intelligent reporting and dynamic pricing are integrated directly with Conga CPQ, giving a consolidated view of renewal and expansion opportunities.  

Results

• 74% deflection rate: The automated renewals assistant handled the majority of inquires, about 20,000 requests, in one year without human intervention.
• 50,000 quotes created, saving 37,000 hours (YTD): The Renewals Dashboard has simplified quote creation, driving sales efficiency and productivity. 
• Over 30% of quotes include automated recommendations: The data-driven upsell strategies received strong adoption across the sales team.