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Challenge

  • Customer not receiving promised benefits of Contract Lifecycle Management (CLM) software tool
  • After installation of customised, internal CLM software tool and contract migration, customer needed to gain internal adoption among diverse set of teams

 

Solution

  • Elevate established helpdesk support team to answer questions from customer users and vendors
  • Identified commonly reported errors, queries and offered resolution as per playbook
  • Provided email and phone support for general queries including auto-signature notifications, agreement modifications, adding new users, and agreement maintenance

Impact

Customer experienced 85% first contact, same day resolution with 70% cost savings over in-house CLM professional services group
Successful adoption of CLM with continued use and engagement
Enhanced operational efficiency
Ongoing improvement of new contracts while maintaining integrity of contract repository

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