Introduction
This case illustrates the implementation of a Salesforce-based CPQ and CLM solution designed to support complex product configuration, automated pricing, and structured contract negotiation workflows. The platform combines Salesforce core capabilities with specialized CPQ and CLM tooling to manage commercial processes at scale.
Context
The solution was delivered in a global, regulated product environment where customers interact with a catalog-driven interface to configure and price products. The commercial lifecycle required support for regional pricing models, controlled discounting, document generation, negotiation tracking, and integration with external systems. The platform needed to remain auditable, scalable, and maintainable while supporting continuous operational use.
Challenge
The primary challenge was managing complexity across the full quote-to-contract lifecycle. Products were organized in hierarchical catalogs with configuration constraints, while pricing needed to be dynamically calculated based on customer region and eligibility rules. A clear boundary between CPQ finalization and CLM initiation was required to prevent lifecycle overlap. Contract negotiations needed to retain full version history, and document generation required conditional structures, repeatable sections, and dynamic data population. In parallel, the system had to process inbound and outbound integrations, including record creation, updates, and deletions, while maintaining data integrity through validation and de-duplication.
Approach
The solution architecture followed Salesforce platform best practices with a clear separation between configuration, pricing, and contract stages. Declarative automation was applied wherever possible to reduce long-term maintenance overhead, while Apex and Lightning Web Components were used to implement advanced logic and performance-critical functionality. Integrations were designed using REST APIs with JSON payloads and secured using Named Credentials to ensure consistent authentication, scalability, and governance
Solution
A complete CPQ–CLM lifecycle was implemented using Salesforce, Conga CPQ, and Conga CLM. Product catalogs, pricing rules, constraint logic, and cart configuration were managed through Conga CPQ, allowing automated discounts to be applied based on regional criteria. Once a cart was finalized, the system transitioned cleanly from CPQ to CLM by generating a quote record. Contract and quotation documents were created using Microsoft xAuthor and Conga CLM, supporting conditional sections, repeat tables, signature fields, and dynamic field population. Each negotiation cycle generated a new version of the quote or contract to maintain traceability. Conga Composer was used to distribute documents and support external communication. Salesforce integrations processed inbound and outbound data changes while enforcing validation rules and de-duplication logic to maintain data quality. Service Cloud enhancements supported omnichannel interactions and improved accuracy during case creation and customer communication.
Outcome
The implemented platform delivered a fully automated quote-to-contract lifecycle with reduced manual effort in pricing and document preparation. Pricing accuracy improved through rule-based automation and regional logic, while contract negotiations gained full traceability through structured versioning. Integration reliability increased through standardized REST patterns, and overall data quality improved due to proactive validation and de-duplication mechanisms. The resulting architecture supports ongoing enhancement without compromising system stability.
Technology Stack
The solution was built on Salesforce Sales Cloud and Service Cloud, using Apex, Lightning Web Components, Salesforce Flows, REST APIs, and JSON. Conga CPQ, Conga CLM, Conga Composer, and Microsoft xAuthor were used for pricing, contract management, and document generation. Version control and deployment were supported through Git and Copado.