CUSTOMER STORY
Dalet Cut Commission Reporting from Two Weeks to Just Hours with Agentforce Revenue Management
Dalet provides technology and professional services solutions to media organizations, primarily serving news organizations, TV broadcasters, and sports companies. They manage media assets including video editing, storage, and workflow management for clients who need to handle content from field journalists through final broadcast. Their VP of Revenue Operations, Josh O’Neill, joined the company with a mandate to quickly modernize the tech stack and move to Salesforce in a 4 month time frame. Dalet needed to transform its quote-to-cash process, which was entirely dependent on manual, form-based, and spreadsheet-driven systems. Dalet sought a partner to replace disconnected in-house tools with an integrated Salesforce and NetSuite ecosystem, to unlock new levels of data clarity and speed.
TECHNOLOGIES INVOLVED
From Spreadsheets to Strategy: The Business Continuity Challenge
Before the transition, Dalet’s commercial reporting lacked detail and central governance. Though an in-house CRM was connected to Tableau, the data was highly aggregated, preventing line-level analysis and any ad-hoc reporting was manually done via spreadsheets. Sales teams managed pricing out of spreadsheets saved on a shared drive, making it nearly impossible to consistently track licenses sold or compare pricing across customer segments. Approvals for discounting were handled through ad-hoc emails, lacking any central governance or context.
This reliance on siloed, manual processes created a critical business risk. Senior leadership was unable to get a clear, data-driven view of the business, which stalled strategic planning, segmentation exercises, and growth initiatives. The previous in-house systems were difficult to work with. Ultimately, Dalet’s leadership team highlighted the critical business risk during a revenue call, stating that the company could not function if key people were suddenly unavailable, because no one else understood the complex manual processes.
“The unique selling point for me with Plative was really that Plative spanned multiple systems. It wasn’t just a Salesforce implementation partner.”
-Josh O’Neill, VP of RevOps
Dalet Turned to Plative to: Implement an End-to-End Solution across ARM and NetSuite
To overcome these challenges, Dalet needed a partner with expertise that spanned the entire revenue quote to cash tech stack across ERP and CRM, not just a “Salesforce partner”. After an unsuccessful experience with a previous Salesforce partner, Josh selected Plative because of their unique multi-system expertise in both Salesforce and NetSuite, and for their commitment to an honest partnership.
Plative implemented Agentforce Sales and Agentforce Revenue Management, replacing the in-house system, and then integrated it with NetSuite via MuleSoft Anypoint. The solution connected everything from generating quotes and orders to managing contracts via PandaDoc. Plative’s team also provided support on the NetSuite implementation, ensuring seamless integration between the front-office sales system and the back-office finance system.
Plative acted as a teacher and translator throughout the process , providing strategic counsel on adopting a new system like ARM. The focus was on collaboration with Plative’s team, resolving and acting on custom development requests and user feedback in less than 24 hours.
“I’m a Plative fan and I do not say that with 99% of implementation partners.”
-Josh O’Neill, VP of RevOps
Full Visibility, Faster Commissions, and a Data-Driven Future
The shift from ad-hoc systems to a single, integrated platform delivered immense business impact, most notably in operational speed and data transparency.
- Time Savings in Commission and ARR Reporting: The time required to pull commission reports for salespeople decreased from two weeks of manual, spreadsheet-based analysis to 2-3 hours of automated reporting.
- Transparency and Governance: Dalet now has full visibility and governance over their quoting processes. Discounting is managed through structured approval workflows, replacing the previous email-based process. This clarity extends to the sales pipeline, enabling leadership to accurately track slippages and deal progression in real-time.
- Data-Driven Decisions: With cleaner data feeding into the integrated system, Dalet’s leadership can now conduct sophisticated analysis on market segmentation and whitespace, which was not possible a year ago. Furthermore, the system now provides asset-level visibility, tracking license usage and renewal opportunities.
The partnership showed Poynter the value of a trusted advisor and helped clarify their technology roadmap.
“I’ve taken us in less than a year from a company working in spreadsheets to the 21st century… If you have a question about segmentation or TAM analysis, none of that was possible a year ago. Now we’ve got the data there, and if someone comes back and says slice it a different way, it’s a two second task.”
-Josh O’Neill, VP of RevOps
The Next Frontier: Layering in Support, Marketing, and AI
Dalet has successfully laid the foundation for a modern, data-driven sales and revenue organization. The next steps include further connecting their tech stack by integrating marketing data from HubSpot and support data from Zendesk into Salesforce. The ultimate goal is to connect all systems, including Jira for feature prioritization, to create a fully functioning, end-to-end sales tech stack. With the core ARM platform now in place, Dalet is positioned to leverage this data for advanced insights, such as white space analysis and eventually using AI to layer in deal predictability.
Ready to transform your quote-to-cash process and achieve full revenue transparency? Let’s chat!
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