ABC Fitness Solutions, referred to as ABC Financial in the source case study, provides billing and health-club management software and services to the fitness industry.
As the organization grew, its manual contract-generation and customer-onboarding process became increasingly difficult to maintain. ABC Fitness implemented Experlogix Document Automation with Microsoft Dynamics to generate personalized contracts from CRM data and automate the onboarding workflow.
Dynamics 365
- Reduce contract generation from more than an hour to approximately 10 seconds.
- Reduce the contract template library from 20 templates to three.
- Eliminate duplicate entry of customer information into contracts and CRM.
- Improve consistency across customer-facing contract documents.
- Automate contract generation, delivery, and electronic signature.
- Keep sales representatives working from current contract versions.
- Trigger follow-up processes based on CRM and signature data.
- Give the sales team more time to focus on customer and revenue-generating activities.
Challenge
ABC Financial was successfully signing new customers for its services, but preparing contracts and onboarding those customers required a highly manual process.
Contract documents could contain 150 to 200 different data fields that salespeople populated by hand. The same information then had to be entered again into Microsoft Dynamics CRM.
Multi-site customers added another layer of complexity. Location-specific data and contract clauses had to be manually inserted for each facility included in a new deal.
Salespeople entered customer information once into contract documents and then again into Dynamics CRM.
Location-specific information and clauses had to be added manually for customers operating multiple facilities.
Static contract documents made it difficult to ensure every salesperson was using the current version.
The organization was handling an average of 50 to 60 document revisions every day.
Salespeople manually entered as many as 150 to 200 different data fields.
Much of the same information then had to be entered into Dynamics CRM.
Multiple people were involved in creating, proofing, and revising contract documents.
One administrator worked full-time managing the contract-document process.
Solution
Experlogix analyzed ABC Financial's contract library and consolidated the existing 20 templates into three more manageable templates.
Changes could then be made and released much faster, helping ensure sales representatives were working from the current approved versions.
Separate contract templates requiring ongoing management and revision.
Rationalized templates supporting more consistent and manageable contract generation.
Customer information can be pulled directly from CRM rather than entered separately into the contract.
Personalized contracts use CRM data and business rules to determine appropriate content.
The historical workflow integrated with AssureSign for secure electronic signatures.
Customer data collected during signature can trigger additional follow-up actions.
Experlogix uses Microsoft Dynamics CRM data to populate the appropriate contract information.
Business rules and the rationalized template library create the personalized customer document.
The document moves through delivery and electronic signature as part of the automated workflow.
Data collected during the signature process can initiate additional onboarding actions.
Result
Rationalizing the template library produced immediate benefits by reducing maintenance and improving document consistency.
More importantly for the sales organization, personalized contracts could be generated using customer data already stored in Dynamics CRM rather than manually reconstructing that information for each deal.
ABC Financial reported that generating a single contract changed from an hour-plus task to approximately 10 seconds.
Consolidating the template library simplified maintenance and helped improve document consistency.
CRM integration removed the need for salespeople to enter the same customer data separately into the contract and CRM.
Centralized templates made it easier to release revisions and keep sales representatives on approved document versions.
Contract generation, delivery, signature, and follow-up actions became part of one connected process.
Reducing manual contract work allowed salespeople to spend more time on productive activities such as customer conversations and sales calls.
By connecting contract generation with Dynamics CRM data and downstream workflow actions, ABC Financial reduced the amount of manual administration surrounding each new-customer transaction.
The source describes the resulting productivity gains as allowing the sales team to concentrate more heavily on growing the business.
“Generating a single contract used to take us over an hour. It is now a ten-second task. All we have to do is literally click a button.”
Learn more about current document generation, workflow automation, and eSignature capabilities from Experlogix.
See how ABC Fitness Solutions connected Microsoft Dynamics data, contract generation, electronic signature, and onboarding workflows to turn an hour-plus contract process into a task completed in seconds.
