How Harrier Transformed UiPath’s Partner & Distributor Experience

The Who

UiPath, a global leader in enterprise automation, provides businesses with AI-powered solutions to enhance efficiency and optimize workflows. As part of its partner-driven growth strategy, UiPath relies on an extensive global network of distributors and partners to deliver automation solutions at scale.

However, as UiPath’s partner ecosystem expanded, it became clear that its existing Partner and Distributor Portal was no longer meeting the needs of the business. Managing renewals, licensing, quoting, and distributor engagement required significant manual effort, which slowed operations, created inefficiencies, and reduced the overall partner experience.

UiPath partnered with Harrier, a Salesforce consultancy specializing in automation, process optimization, and UX enhancement, to address these challenges. The goal was to modernize UiPath’s Partner and Distributor Portal, ensuring a more scalable, efficient, and automated platform that would better serve distributors and partners globally.

Steve Stockwell, a key stakeholder at UiPath, led the initiative, ensuring that the new system would resolve current inefficiencies and support UiPath’s long-term vision for automation and partner engagement.

The Problems

As UiPath scaled, the limitations of its existing portal became increasingly apparent. Several key challenges were identified:

Lack of Real-Time Visibility for Distributors

Distributors had no centralised dashboard to track renewals, monitor sales activity, or measure performance. As a result, they relied on manual tracking and disconnected reports, leading to delays in decision-making and lost revenue opportunities.

Outdated UI and Inefficient Navigation

The Partner Portal’s user experience was outdated, making it difficult for partners to access the tools and resources they needed quickly.

• Navigation was inefficient, forcing partners to spend unnecessary time searching for information.
• The design did not align with UiPath’s evolving branding, creating inconsistencies across digital touchpoints.
• User adoption suffered, as partners found the system difficult to use.

Inefficiencies in CPQ for Japanese Distributors

UiPath’s Japanese distributors experienced challenges in the Configure, Price, Quote (CPQ) process. Without automated workflows, quoting required manual inputs, leading to:

• Pricing errors due to inconsistent data.
• Delays in approvals, which impacted deal closure timelines.
• Lack of alignment with global UiPath quoting standards, making standardization difficult.

High Volume of Support Tickets Due to Lack of Self-Service

Partners frequently reached out to UiPath’s internal support teams for basic inquiries, such as portal navigation, renewal timelines, and pricing information.

• Support teams were overwhelmed with repetitive requests.
• Resolution times were longer than necessary, impacting partner satisfaction.
• A reactive support model meant that issues were addressed only after they became problems.

Fragmented Global Partner Experience

Distributors operating in multiple regions had no single source of truth to track deals across geographies. Instead, they had to switch between multiple accounts, creating inefficiencies and increasing the risk of misalignment between regional sales teams.

The Requirements

To create a scalable and future-proof Partner and Distributor Portal, UiPath requires:

1. A real-time distributor dashboard, enabling instant access to renewal insights, deal status, and performance tracking.
2. A fully modernized Partner Portal UI/UX, making navigation more intuitive, improving resource accessibility, and ensuring alignment with UiPath’s brand identity.
3. Automated CPQ workflows for Japan, reducing errors and accelerating deal approvals.
4. AI-powered self-service capabilities, including a chatbot to handle common partner inquiries and reduce support ticket volume.
5. A Global-View feature, allowing distributors to manage multi-region deals from a single dashboard.

Harrier’s solution needed to seamlessly integrate into UiPath’s existing Salesforce environment, ensuring minimal disruption and maximum efficiency gains.

The Insights

Harrier worked closely with UiPath to implement a comprehensive Partner and Distributor Portal transformation.

Real-Time Distributor Dashboard

Harrier introduced a centralized, real-time dashboard that allowed distributors to:

• Track renewals and deal activity at a glance.
• Access key performance metrics without relying on manual reports.
• Take proactive action based on live data, improving engagement and efficiency.

Revamped User Experience and Navigation

The Partner Portal underwent a full UI/UX overhaul, designed to:

• Improve navigation, ensuring partners could quickly access essential tools.
• Enhance usability, reducing friction in day-to-day operations.
• Increase partner engagement, making the platform more intuitive and visually aligned with UiPath’s brand.

Automated CPQ for Japan

• Quoting errors were reduced, improving accuracy and efficiency.
• Approval times were accelerated, leading to faster deal closure.
• A standardized workflow was introduced, aligning Japan’s distributors with global best practices.

AI-Powered Self-Service and Chatbot

• Repetitive support inquiries were automated, reducing internal workload.
• Partners could instantly find answers, improving response times.
• Support teams could focus on more complex issues, enhancing overall service quality.

Global-View Feature for Distributors

To support distributors managing multi-region deals, Harrier introduced the Global-View feature, enabling:

• Unified access to opportunities across different regional entities.
• A single login to oversee multi-market deal tracking, eliminating redundant account switching.
• Improved efficiency in cross-regional collaboration, allowing distributors to align their strategies seamlessly.

The Results

Harrier’s solution delivered significant operational improvements across UiPath’s partner network.

• Distributors gained real-time access to critical data, improving decision-making.
• The Partner Portal became easier to navigate, increasing adoption and engagement.
• CPQ automation accelerated deal approvals and reduced errors.
• Support ticket volume decreased, allowing internal teams to focus on strategic initiatives.
• Multinational distributors gained a unified view of their global sales operations.

Conclusion

By working with Harrier, UiPath successfully modernized its Partner and Distributor Portal, delivering automation, efficiency, and an enhanced partner experience.

For organizations looking to optimize partner management and Salesforce architecture, Harrier delivers tailored solutions that drive measurable business impact.

Want to transform your partner experience? Harrier can help.

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