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Case Study: Marketo
EchoSign helps deliver a consistent sales process
Company Overview
“We needed a tool to help make our sales process consistent acrossthe company.” said Bill Binch, Vice President Sales and CustomerSuccess, “We had reps emailing their quotes out to customers andusing multiple fax machines and efax numbers to receive theexecuted agreements. Tracking which proposals were sent and when they were signed was achallenge. Plus it was a manual process for integrating executed contracts to Salesforce. Wesearched for a streamlined process to track proposals and have a single location for storingexecuted orders.” With this manual process, many contracts were not executed immediately,but were returned as “redlined” drafts. In many cases, it took — on average — a week to geta contract signed.
Workflow Challenge
In August 2008, Marketo found EchoSign for Salesforce on the AppExchange andimplemented the application in less than a day. The sales staff required no formal training.“We gave our sales reps a 10 min tutorial on EchoSign, and away we went,” says Bill. Now,EchoSign is the de facto signature standard for Marketo.
EchoSign Solution
Marketo has seen a number of business benefits from EchoSign. “From a businessstandpoint, we’ve seen the incidence of redlining on custom SLAs (service level agreements)reduced by 50-75% so we engage less in contract negotiations, and experience a smootherclosing process”. Since using EchoSign, signed contracts are returned on average in 2 days,with the fastest turnaround in 5 minutes.
Results
With EchoSign, sales reps can now see the status of thecontractatany time – allfrom within Salesforce. Less time is spent on post-sale paper work and contacting the customer torequest the contract status. “From a management perspective, I really appreciate thereporting capabilities. Towards the last half of eachmonth, I look at the reports to check thestatus of all outstanding contracts.”Once the contract is signed, it is a smoother processto move the new customer through theenablement, customer success and renewal phases.“EchoSign is a tool that makes both oursales process and operations more effective.” Marketo has not experienced any resistancefrom the customers. “EchoSign makes us look advanced and cutting edge, andsince many of our customers are in the technology sector it works out well.”Finally, EchoSign has helped Marketo close key end-of-the-month business. “It was Saturday, Jan 31, 5:30pm. The customer contact indicated that his CFO needed to counter sign theagreement and he said to me, “I’m not sure my CFO can get to a fax machine this late onSaturday”. We “EchoSign’d” the agreement to the CFO and he signed it on his Blackberry. Weclosed the deal and that’s what counts.”
With EchoSign we get it done.
— Bill Binch, VP, Sales and Customer Success, Marketo
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