What We Faced
Challenge
A large natural gas supplier had completed multiple acquisitions over the last decade. The resulting organization was in the absence of a single document repository, and important customer and vendor documents were stored on a local area network (LAN). This resulted in minimal organization, insufficient file naming standards, no file searchability, and file duplication in place of proper file versioning. The lack of a robust document storage strategy and solution created inefficiencies in customer origination, onboarding, contracting, and renewal processes, which strained customer experience and timelines.
Implemented Technologies
DocuSign CLM (Contract Lifecycle Management), MuleSoft integration for SALESFORCE and Openlink Endur
What We Did
Solution
MRE assisted in implementing DocuSign CLM (Contract Lifecycle Management) as a single, cloud-based document repository, partnering with client development resources to seamlessly integrate with Salesforce, DocuSign electronic-signature, and Openlink Endur CTRM (Commodity Trading & Risk Management) via MuleSoft. Connecting these systems provided a single source of truth for the entire customer lifecycle from opportunity to cash, with critical customer data attributes and documents captured in the DocuSign cloud repository.
After customer contracts, specifically Agreements and Transaction Confirmations, are created as data in Salesforce, and have passed required approvals and validations, users can generate documents in Word or PDF format. These are sent to customers for electronic signature via DocuSign, and then automatically uploaded to the DocuSign CLM document repository. This end-to-end process can be done step by step, or with the click of a single button.
The Salesforce & Endur integration supports document and attribute capture and versioning/updates based on business activities (execution, renewals, language amendments, etc.). As Agreements and Transaction Confirmations are reviewed, renewed, or amended, updates are pushed to all systems so the data remains synchronized across Salesforce, Openlink Endur, and DocuSign CLM. This ensures users are always seeing the correct, current customer information, regardless of the system of origination.
With documents and their data attributes all housed in DocuSign CLM, they are natively available for reporting. Groups that work more heavily in DocuSign, such as Contracts and Legal users, can perform detailed searches of contract terms, dates, and other data elements while quickly referencing the source document (and versions) for deeper review.
To promote user adoption, all existing and new processes related to Salesforce document generation, DocuSign eSignature, and DocuSign CLM were thoroughly documented as reference guides and video demonstrations for users to explore from a self-serve SharePoint knowledge repository.
What We Delivered
Results
This project provided a single source of truth for critical documents that define customer relationships, and streamlined the contracting processes that drive positive experiences for new and existing customers. A foundation of document management in DocuSign CLM forges the pathway for future document generation, workflow, and redlining capabilities.
Key initial outcomes included:
- 100% of new Agreement & Transaction Confirmation documents (2,500 documents a month) from Endur and Salesforce uploaded to DocuSign CLM, with 85% interfaced automatically and 15% imported by users directly
- 15k legal entities (customers, vendors, consultants) represented in both Salesforce and DocuSign CLM, all available for document upload/integration from Salesforce, and document management and workflows in DocuSign CLM
- Over 10k automatic, real-time attribute updates from Salesforce and Endur on a monthly basis
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