Customer Overview

Merge, a fast-growing technology company, faced a critical scaling challenge: their RevOps team had to review nearly every quote generated by the sales team. Eric Myll, VP of Revenue Operations and Customer Success, leads a team of nearly 30 people across revenue operations, pre-sales, implementations, customer success management, and technical support.

The Breaking Point

Prior to Subskribe, Merge's quoting process was breaking under the strain of growth:

• 100% Manual Review Required: "We have to be in the flow... not only are we helping build or checking them, but how do you document approvals?" explained Eric Myll.
• Error-Prone Process: The Google Sheets-based system led to frequent calculation and data entry errors, particularly with amendments and renewals.
• Poor Customer Experience: Errors often resulted in contracts needing to be re-executed, creating friction in the sales process.
• Inefficient Approvals: Without a formal system, approvals were managed through Slack channels, lacking proper audit trails.
• Scaling Bottleneck: As the company grew, having RevOps review every quote became unsustainable.

The Search for a Scalable Solution

When evaluating potential solutions, Merge had three primary criteria:

• Ease of Use: The solution needed to enable true sales rep self-service.
• Mid-term Amendment Capabilities: The system needed to handle complex scenarios like amendments and contract restructuring effectively.
• Built on Salesforce: While initially considering a Salesforce-based UI as crucial, this requirement reversed during the evaluation process.

The Salesforce Integration Revelation

One of the most surprising discoveries during Merge's evaluation process was their complete reversal on Salesforce integration requirements. "Being built natively into Salesforce was kind of a prerequisite for me," explains Eric Myll. However, this assumption was quickly challenged when he began speaking with sales managers and representatives.

"I assumed reps would say, 'you've given me another tool, I have to bookmark another login,'" Myll recalls. "But it turns out they actually are fine, if not prefer, just going straight to Subskribe and building it there."

The reason? According to Myll, "Reps Salesforce just generally... they find it slow and cumbersome, and look to leverage other tools to complete their work.." This insight led to a fundamental shift in their evaluation criteria, with Merge realizing that a modern, standalone interface with strong Salesforce integration was actually preferable to a native Salesforce solution.

Why Subskribe?

After evaluating multiple vendors, Merge chose Subskribe because:

• Modern Standalone Interface: Sales representatives strongly preferred Subskribe's independent platform over Salesforce-embedded solutions
• Superior Amendment Handling: Subskribe demonstrated more robust capabilities for managing complex mid-term amendments
• Most Intuitive Interface: "It's the fastest path to self-sufficiency on a quoting tool for most reps that I've seen," said Eric
• Scalable Platform: Subskribe's functionality aligned perfectly with Merge's growth trajectory
• Strong Salesforce Integration: While operating independently, Subskribe maintained the necessary data synchronization with Salesforce

The Transformation

The move to Subskribe delivered dramatic results:

• Complete Self-Service: Reps can now handle most quotes independently, even those who "struggled with all CPQs they've ever used."
• Minimal Training Required: New reps quickly become self-sufficient after basic training.
• Error Elimination: The automated system significantly reduced calculation and data entry errors.
• Faster Quote Generation: Quote creation time decreased dramatically.
• Scalable Operations: RevOps team freed up to focus on strategic initiatives rather than quote review.

Biggest Takeaway

The most significant benefit, according to Eric Myll, is Subskribe's long-term scalability: "I don't need to think about what tool I would move to next... I want to buy this one and be on it forever, because the only thing worse than implementing a CPQ is reimplementing."

The transformation from manual review to complete self-service demonstrates how choosing the right CPQ solution can remove operational bottlenecks while maintaining accuracy and customer satisfaction. For fast-growing companies like Merge, this ability to scale quote operations without sacrificing quality is invaluable.