Service Agreement Quoting (SAQ) Tool Redesign
Transformed a manual, error-prone quoting process into a scalable digital tool that empowers sales reps to quote preventative maintenance for entire fleets in minutes.
Overview
I led the redesign and development of the Service Agreement Quoting (SAQ) application—a tool that enables heavy equipment dealers to quote preventative maintenance services for multiple machines at once. Before SAQ, sales reps relied on Excel to manually build one-off quotes per machine, leading to wasted time, pricing inconsistencies, and a high risk of human error.
To truly modernize this process, we conducted extensive UX research in close partnership with a key dealership customer. This involved shadowing sales reps, mapping out their quoting workflows, and identifying edge cases that surfaced during real quoting scenarios. We facilitated multiple working sessions to unpack the nuanced requirements of contract structures, machine-specific pricing logic, and dealer-specific business rules.
The resulting design was a web-based tool that supports bulk quoting with built-in logic for standard jobs, serial-specific parts and labor, and flexible pricing models. The redesign emphasized usability and trust—ensuring reps could quote complex fleets confidently while maintaining full visibility into quote breakdowns. By integrating with iQuote and CloudLink, the tool also aligned with broader dealer workflows and system architecture.
Problem
Sales reps were manually quoting services for each machine of fleets using spreadsheets, resulting in a time-consuming, error-prone process that made larger fleet-level quotes nearly impossible and reduced pricing consistency across teams.
Solution
- Designed a full web UI to support quoting multiple machines at once
- Built clear, modular quote sections: customer info, quote info, revisions, equipment details, and financial breakdowns
- Integrated standard job logic and serial-specific pricing to ensure accurate work order segments
- Supported pricing flexibility: standard pricing vs. customer-specific pricing and discounts
- Allowed real-time feedback for errors like missing standard jobs or invalid configurations
- Streamlined the quoting workflow across screens (Quote List → Quote → Revision → Equipment)
Impact
- Reduced average quoting time by over 70%
- Enabled fleet-level quoting, which was not previously feasible
- Improved data accuracy through automated job/parts matching by serial number
- Increased adoption by sales teams due to intuitive UX and transparent quote logic
