Non-standard deals take 2.7× longer to close than standard deals on average — and 62% of that delay comes from internal approvals, not buyer decisions.DealHub / Conga
The solution: A complete deal desk operating model: discount authority matrix, non-standard deal routing, legal/finance escalation paths, and SLA targets — the system that removes internal friction from your close process.
Approval friction kills deals. This matrix sets clear authority levels so reps know exactly who to go to, and leaders can approve without bottlenecking.
| Discount / Exception | AE (Self-Approve) | Sales Manager | VP Sales / CRO | Deal Desk | CFO / Legal |
|---|---|---|---|---|---|
| Discount Authority | |||||
| 0–10% discount | ✓ Auto | — | — | — | — |
| 11–20% discount | — | ✓ Approve | — | Notified | — |
| 21–30% discount | — | — | ▲ Approve | ✓ Review | — |
| 31%+ discount | — | — | ▲ Sponsor | ✓ Review | ■ Approve |
| Non-Standard Terms | |||||
| Custom payment terms | — | — | Notified | ✓ Route | ■ Approve |
| Multi-year contract (2–3yr) | — | ✓ Approve | Notified | ✓ Review | — |
| Custom legal terms / DPA | — | — | — | ▲ Route | ■ Approve |
| Co-term / mid-cycle change | — | ✓ Approve | — | ✓ Process | — |
| Strategic Exceptions | |||||
| Free POC / extended trial | — | ✓ Approve | Notified | — | — |
| Custom SLA / uptime guarantee | — | — | ▲ Approve | ✓ Route | ■ Review |
| Logo deal (below floor price) | — | — | ■ Approve | ✓ Review | ■ CFO sign |
Every approval step needs a clock. These SLAs are calibrated to keep deal desk from becoming a bottleneck.
Every deal fits one of three workflows. The rep selects the deal type in CRM, and the routing happens automatically.
Download the deal desk framework, approval matrix template, and CRM routing configuration guide. Adapt it to your authority levels and team structure.