EchoSign Case Study: Time Warner Cable
EchoSign Helps Time Warner Cable Business Class Reduce “Sold toRevenue Cycle” and Implement Consistent Best PracticesCompany Overview
Time Warner Cable is the second-largest cable operator in the U.S., withtechnologically advanced, well-clustered systems located in five geographic areas:New York State (including New York City), the Carolinas, Ohio, southern California(including Los Angeles) and Texas. Time Warner Cable Business Class offers a suiteof phone, Internet, Ethernet and cable television services to businesses of all sizes. Time Warner Cable Media Sales, the advertising arm of Time Warner Cable, offersnational, regional and local companies innovative advertising solutions that aretargeted and affordable.
The Business Operations Group began to research electronic signature solutions asa way to get commercial customer contracts signed faster. At the time, the mainways to get contracts signed were attaching a contract and emailing it to acustomer, or printing a contract and faxing it to a customer — there were multiplemethods used to deliver contracts to customers. The telecommunications businessis very competitive and customers often require services on short notice. Inaddition, sometimes customers lost or changed agreements so Time Warner CableBusiness Class was interested in reducing the cycle time to send and receive anexecuted contract. So in addition to closing customers faster, the BusinessOperations Group was looking for a way to standardize the contract process acrossdivisions, and reduce or eliminate sales paperwork.
Time Warner Cable Business Class is implementing Salesforce.com across their regionsand originally started working with EchoSign for Salesforce in early 2008. “Theintegration with Salesforce and Conga Merge was key for us,” says Dale Fox, VP,Commercial Operations. “The flexibility to attach a document to an opportunity (or anyobject) in Salesforce is an important factor in working with EchoSign.” The Carolinasregion was the first region to start using EchoSign. Since the original adoption by theCarolinas region, Time Warner Cable Business Class is rolling out EchoSign to allregions. “We hope to have our Salesforce and EchoSign rollout complete this fall,” saysHoward Stall, Director, TSG Commercial Applications.
In the first half of 2009, the Carolinas region sent out just over 1000 agreementsper month with an average time to sign of 76 minutes. “Anecdotally, we have seenagreements signed by the customer in real time,” says Howard. The revenuebenefit is that the “sold to revenue cycle” is much shorter, with billing and serviceprovisioning happening much faster. However, the consistent process acrossdivisions is just as important to Time Warner Cable. “The ability to standardizewww.echosign.com877-324-6744