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Praval Technologies

Case study

Sales were up. Margin was leaking.

An omnichannel retailer asked for one view of the customer. A 360° view doesn't stop margin walking out the door: the money was leaking through discounts and promotions nobody could see across channels.

Gross margin recovered
2.4 ptsGross margin recoveredPricing visible and governed across every channel
Fewer off-policy discounts
65%Fewer off-policy discounts
Less trade-account leakage
30%Less trade-account leakage

What they asked for

"Roll out Salesforce so we finally have one view of the customer."

They weren't losing customers; they were losing margin. Discounts and promos were given away across channels with no guardrails and no visibility.

The challenge

Revenue was growing while gross margin slid for several quarters, and no one could say exactly why. Pricing was managed per channel, mostly by hand.

Discounting with no guardrails. Reps and store managers discounted at will; off-policy discounts were invisible until month-end.

Promotions that stacked. Online codes combined with markdowns, and nobody governed promo-on-promo margin.

Trade-desk deals in spreadsheets. Terms drifted and accounts were under-billed against agreed pricing.

What we built

One view of margin. Customers, orders and pricing unified in Salesforce, so every transaction carries its true margin, visible in real time.

Guardrails, not dashboards. Discount thresholds and promotion governance built into quote-to-order with CPQ. Off-policy discounts need sign-off; promo stacking is blocked or flagged.

Leakage analytics. Where margin escapes (by channel, rep, product, promo) surfaced and alerted as it happens, not at month-end.

The answer wasn't a better view of the customer. It was margin no one could quietly give away.

Recognise any of this in your own estate?

Start with the problem rather than the technology, and we will tell you honestly whether it is ours to solve.