How Madison Ave Consulting Optimized Sprinklr’s Customer Success and Legal Operations Processes using Conga
Result
- Increased visibility across business units highlighting the stage of the contract agreement, associated comments, and responsibilities
- Reduced the contract life cycle time between draft and full execution by automating the process in Salesforce
- Reduced the time spent to create decks with customizable fields, standardized formats, and consistent data
Powerful Impacts on Critical Metrics:
+500
Users [across Sales, Legal, Sales Ops, Services, Success]
+84%
Adoption of Conga CLM
+173
Hours saved annually generating success decks
+10%
Utilization of Online Terms
Challenge – Legal
Sprinklr managed its contracting process using a combination of email, shared drives, slack, and paperwork. The fragmented toolset posed a challenge to the Sprinklr Legal team in managing agreements across a global enterprise. They needed an efficient and automated process to perform the contract creation, negotiation, and signature process across business units worldwide.
Solution – Legal
Madison Ave Consulting worked alongside Sprinklr business sponsors and subject matter experts to implement a solution that relied on custom Salesforce functionality and Conga’s industry-leading solution: Conga CLM (Contract Lifecycle Management). Collaborating with Conga professional services, Madison Ave Consulting delivered exceptional automation and insight into Sprinklr’s contracting processes.
The CLM implementation focused on Sprinklr’s sophisticated Contracting Process, covering multiple agreement types, including MSA, NDA, LOF, SOWs, and Amendments. Madison Ave Consulting leveraged Conga’s clause management library, robust redlining capabilities, and Salesforce to help Sprinklr tame the diverse contract agreements prevalent in the customer experience management space. The custom solution ensured that only the latest version of the contract was communicated to the customer while maintaining version history for approved user profiles.
Challenge – Customer Success
The Customer Success team could not report on the process and lacked the real-time insight needed for their growing Sales and Success organizations. They needed accurate and reliable real-time data insights that highlighted customer engagement with the Sprinklr platform.
Solution – Customer Success
Working closely with Sprinkr’s regional and international success teams, Madison Ave Consulting established a plan to utilize Conga Composer to automate the weekly success deck generation. Using Salesforce as a centralized information system, Madison Ave Consulting worked diligently with the teams to clean, consolidate, and standardize their data sets in Salesforce.
Madison Ave Consulting customized the deck with color formatting, imaging, email relay, linking to external data sources, and custom permissions.
Madison Ave Consulting worked with Sprinklr to create one report with customizable filters
specific to the eight global regions to populate decks. The output provided visibility into critical
customer success information from Salesforce and professional service information from
FinancialForce.
Result
- Increased visibility across business units highlighting the stage of the contract agreement, associated comments, and responsibilities
- Reduced the contract life cycle time between draft and full execution by automating the process in Salesforce
- Reduced the time spent to create decks with customizable fields, standardized formats, and consistent data
Powerful Impacts on Critical Metrics:
+500
Users [across Sales, Legal, Sales Ops, Services, Success]
+84%
Adoption of Conga CLM
+173
Hours saved annually generating success decks
+10%
Utilization of Online Terms
“Madison Ave Consulting took not only our requirements but also the knowledge of what was possible with Conga to make it even a better output.”
Asha Aravindakshan, VP of Operations
“Madison Ave Consulting was super creative with options on how we could solve some of our sticky situations. It’s nice having that business support and partnership, which I think is a huge value add.”
Liz Longenecker, Director of Legal Operations