www.echosign.

com  

 

877-­‐324-­‐6744  

EchoSign  Helps  Time  Warner  Cable  Business  Class  Reduce   “Sold  to  Revenue  Cycle”  and  Implement  Consistent  Best  Practices  
Company  Overview   Time  Warner  Cable  is  the  second-­‐largest  cable  operator  in  the  U.S.,  with  technologically  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  suite  of  phone,  Internet,  Ethernet  and  cable  television  services  to  businesses  of  all  sizes.  Time   Warner  Cable  Media  Sales,  the  advertising  arm  of  Time  Warner  Cable,  offers  national,  regional  and  local   companies  innovative  advertising  solutions  that  are  targeted  and  affordable.   Workflow  Challenge   The  Business  Operations  Group  began  to  research  electronic  signature  solutions  as  a  way  to  get   commercial  customer  contracts  signed  faster.  At  the  time,  the  main  ways  to  get  contracts  signed  were   attaching  a  contract  and  emailing  it  to  a  customer,  or  printing  a  contract  and  faxing  it  to  a  customer  —   there  were  multiple  methods  used  to  deliver  contracts  to  customers.  The  telecommunications  business   is  very  competitive  and  customers  often  require  services  on  short  notice.  In  addition,  sometimes   customers  lost  or  changed  agreements  so  Time  Warner  Cable  Business  Class  was  interested  in  reducing   the  cycle  time  to  send  and  receive  an  executed  contract.  So  in  addition  to  closing  customers  faster,  the   Business  Operations  Group  was  looking  for  a  way  to  standardize  the  contract  process  across  divisions,   and  reduce  or  eliminate  sales  paperwork.   EchoSign  Solution   Time  Warner  Cable  Business  Class  is  implementing  Salesforce.com  across  their  regions  and  originally   started  working  with  EchoSign  for  Salesforce  in  early  2008.  “The  integration  with  Salesforce  Merge  was   key  for  us,”  says  Dale  Fox,  VP,  Commercial  Operations.  “The  flexibility  to  attach  a  document  to  an   opportunity  (or  any  object)  in  Salesforce  is  an  important  factor  in  working  with  EchoSign.”  The  Carolinas   region  was  the  first  region  to  start  using  EchoSign.  Since  the  original  adoption  by  the  Carolinas  region,   Time  Warner  Cable  Business  Class  is  rolling  out  EchoSign  to  all  regions.     Results   In  the  first  half  of  2009,  the  Carolinas  region  sent  out  just  over  1000  agreements  per  month  with  an   average  time  to  sign  of  76  minutes.  “Anecdotally,  we  have  seen  agreements  signed  by  the  customer  in   real  time,”  says  Howard.  The  revenue  benefit  is  that  the  “sold  to  revenue  cycle”  is  much  shorter,  with   billing  and  service  provisioning  happening  much  faster.  However,  the  consistent  process  across  divisions   is  just  as  important  to  Time  Warner  Cable.  “The  ability  to  standardize  across  our  divisions,  as  well  as   with  our  customers,  is  also  important.”  reveals  Dale.  “Now  we  can  quickly  implement  consistent  best       www.echosign.com     877-­‐324-­‐6744  

  practices,  and  the  online  central  repository  of  contracts  ensures  easier  and  faster  quality  assurance  and   post  sales  review.  In  addition  to  contracts  we  are  required  to  obtain  multiple  documents  per  transaction   which  can  vary  based  upon  the  type  of  sale  we  make  and  we  do  this  through  Salesforce  and  Echosign.   Most  importantly,  we  interact  with  customers  consistently.”    

EchoSign  Reduces  Time  Warner  Cable  Account    Manager’s  Travel  Time  by  Half   and  Receives  Kudos  from  Her  Customers  
Workflow  Challenge   Lisa  Keene,  Account  Manager  for  Existing  Customers,  Time  Warner  Cable,  manages  over  100  contracts   each  month.  Prior  to  Time  Warner  Cable  implementing  EchoSign  she  had  hand-­‐written  contracts,  driven   to  her  customer  and  waited  for  the  contracts  to  be  signed  in  person.  "In  the  past  4  years  I  have  put   130,000  miles  in  my  car  on  contract  appointments,  proposals  and  sales  calls  —  that  is  2,708  miles  per   month!",  exclaims  Lisa.   EchoSign  Solution   Along  with  other  sales  reps  across  Time  Warner  Cable,  Lisa  has  been  using  EchoSign  successfully  for  over   a  year.   Results   "This  year  with  EchoSign  I  have  put  far  less  miles  on  my  vehicle  and  cut  my  travel  time  in  half!"  EchoSign   enable  Lisa  to  save  sales  time,  travel  time  and  has  lowered  gas  bills  tremendously.  "Not  only,  do  I  save   time  and  wear  and  tear  on  my  vehicle;  but  I  can  automatically  send  reminders,  daily  if  necessary,  to   close  business  deals.  Not  to  mention  the  fact  that  I  can  do  all  of  it  without  printing  one  piece  of  paper."   In  addition,  Lisa's  customers  have  commented  on  her  "eco-­‐friendliness"  and  have  thanked  her  for  being   on  the  cutting  edge  and  providing  them  with  such  a  great  signing  experience.  "Once  customer  stated,   'this  is  the  best  contract  signing  that  I  have  ever  had.  I  am  so  proud  of  your  company  for  being  efficient   and  eco-­‐friendly.  It  is  very  nice  to  know  that  your  company  cares  so  much  about  our  environment.  And   the  luxury  of  being  able  to  sign  a  contract  without  taking  more  than  2  minutes  online,  is  amazing!"          

www.echosign.com  

 

877-­‐324-­‐6744  

 

EchoSign  Exchanges  Travel  Time  for  Selling  Time  
Company  Overview   Groupon  grew  out  of  a  website  called  The  Point,  a  website  launched  in  November  2007  that  lets  you   start  a  campaign  asking  people  to  give  money  or  do  something  as  a  group  —  but  only  once  a  "tipping   point"  of  people  agree  to  participate.  Launched  in  November  2008,  Groupon  features  a  daily  deal  on  the   best  stuff  to  do,  see,  eat,  and  buy  in  a  variety  of  cities  across  the  U.S.,  Canada,  Europe  South  America   China  and  Russia.  Groupon  is  currently  present  in  over  180  cities  in  26  countries  across  the  world  and  is   the  fast  growing  company  ever!   Workflow  Challenge   “Simply  put,  our  sales  reps  were  spending  too  much  time  getting  our  partner  contracts  negotiated  and   signed,  says  Ash  Mahmud,  Head  of  CRM  UK/IRE,  Groupon.  “As  our  reps  were  getting  the  contracts   signed  in  person,  and  this  led  to  delays.”  On  a  number  of  occasions  the  Groupon  UK  sales  reps  had  to   visit  the  client  2-­‐3  times  before  the  contract  was  signed.  On  average  the  reps  were  spending  20-­‐25%  of   their  time  on  the  road  and  scanning  the  document  into  Salesforce.com.  In  addition,  sometimes  the   contract  was  difficult  to  read  and  resulted  in  customer  service  issues.   EchoSign  Solution   Ash  found  EchoSign  on  the  salesforce.com  AppExchange.  “We  also  looked  at  a  competitor  and  found   that  EchoSign  was  easier  to  use  and  supported  multiple  languages.  Groupon  is  a  global  company  so  this   was  important  to  us.”  Groupon  started  a  two  week  pilot  with  both  solutions  and  picked  EchoSign,  and   became  an  EchoSign  customer  in  July  2010.  “We  are  using  EchoSign  and  salesforce.com.  We  were  also   impressed  with  the  support  that  we  received  from  EchoSign.”   Results   Currently,  the  sales  reps  using  EchoSign  are  experiencing  an  average  time  to  sign  of  just  under  three   hours.  “EchoSign  has  saved  our  reps  a  lot  of  travel  time  that  can  be  used  for  selling.  In  addition,   EchoSign  gives  us  a  lot  of  data  for  our  management  team,”  says  Ash.  “We’re  hoping  to  roll  out  EchoSign   to  all  our  account  reps  in  the  UK  before  the  end  of  the  year.”    

www.echosign.com  

 

877-­‐324-­‐6744  

Improved  Contract  Processes  Result  in  Faster  Sales  Cycles,  Faster  Service   Provisioning,  and  Happier  Customers  
Company  Overview   Qualcomm  Incorporated  is  a  leading  developer  and  innovator  of  advanced  wireless  technologies  and   data  solutions.  Since  1988,  Qualcomm  Enterprise  Services  (QES),  formerly  known  as  Qualcomm  Wireless   Business  Solutions,  has  provided  integrated  wireless  systems  and  services  to  businesses  around  the   world.  QES  delivers  the  actionable  information  businesses  seek  in  order  to  operate  at  peak  performance   and  improve  the  quality  of  life  for  its  customers,  their  employees  and  the  entire  value  chain.   Workflow  Challenge   QES  processes  a  large  volume  of  contracts  and  amendments  on  an  ongoing  basis.  “The  contracts  staff   supports  a  large  sales  team  that  is  located  throughout  the  United  States.  It  is  critical  to  stay  in  close   touch  with  the  sales  team  and  give  them  the  confidence  that  our  business  processes  are  efficient,   accurate  and  customer  friendly  to  the  fullest  extent  possible,”  says  Suzanne  Reynolds,  Senior  Director  of   contracts  for  QES.   The  business  process  to  get  a  customer’s  signature  on  a  contract  has  historically  been  a  lengthy  and  very   manual  process  for  QES.  Often,  it  took  up  to  two  weeks  to  get  a  customer  to  sign  a  contract,  counter-­‐ sign  and  then  distribute  the  contract  to  all  interested  parties.  This  significantly  delayed  the  sales  cycle,   which  meant  that  service  provisioning  and  shipments  could  be  delayed,  which  in  turn  resulted  in   delayed  billing  and  revenue.  Additionally,  the  QES  sales  team  had  no  visibility  into  the  status  of  a   contract,  resulting  in  additional  phone  calls  and  emails  to  the  contracts  group.   The  contracts  and  sales  teams  needed  a  new  tool  to  support  an  efficient  signature  process.  The  key   requirements  included  ease  of  use,  integration  with  Salesforce.com,  and  complete  visibility  for  the  sales   team.   EchoSign  Solution   In  late  2007,  the  Qualcomm  Salesforce  IT  group  found  EchoSign  on  the  Force.com  AppExchange  and   deployed  the  application  to  a  pilot  group  in  less  than  2  weeks  followed  by  a  complete  roll-­‐out  in  March.   “Deploying  EchoSign  for  Salesforce  was  an  outstanding  experience  and  shows  the  power  of  the   Force.com  AppExchange.  By  allowing  Salesforce  customers  to  easily  click  and  install  fully  integrated  add-­‐ on  applications  like  EchoSign,  the  Force.com  AppExchange  ensures  that  key  functionality  to  solve  real-­‐ world  business  problems  is  only  a  few  mouse  clicks  away,”  says  Mark  Silber,  IT  Systems  Architect  at   Qualcomm.     www.echosign.com  

 

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  EchoSign  is  seamlessly  integrated  with  Salesforce  and  delivers  increased  value  to  Qualcomm’s   investment  in  Salesforce.  Every  contract  is  instantly  viewable  in  Salesforce,  providing  everyone  with  real-­‐ time  visibility  into  the  contract  status.  Qualcomm  also  deployed  extensive  dashboards  to  further  collect   and  report  metrics  around  the  contract  process  and  additional  custom  workflow  and  notifications  in   Salesforce.   Results   All  EchoSign  users  are  seeing  impressive  results.  “EchoSign  delivers  improved  product  delivery  cycles   and  our  users  love  the  functionality  and  ease  of  use.  Our  objective  was  to  eliminate  the  manual,   cumbersome  process  of  getting  a  customer  contract  signed.  EchoSign  does  that  beautifully.  Customer   contracts  sent  through  EchoSign  are  signed  in  less  than  2  days,  on  average,  with  the  fastest  signature   cycle  clocking  in  at  14  minutes,”  says  Silber.   The  QES  sales  and  contracts  groups  use  the  EchoSign  audit  trail  (visible  in  Salesforce)  to  determine  the   current  state  of  the  contract,  including  when  the  contract  is  viewed  by  the  customer.  This  visibility   significantly  reduces  the  time  spent  on  email  or  phone  call  follow-­‐ups,  enabling  the  sales  team  to  focus   on  the  sale  and  not  associated  paperwork.   “Training  individuals  to  use  Echosign  is  quick  and  painless.  In  fact,  the  contracts  department  has  found   that  EchoSign  is  quickly  becoming  the  preferred  signature  method  for  both  the  sales  team  and  for   customers  as  they  are  exposed  to  it,”  says  Brandon  McCulley,  Senior  Contracts  Administrator  at  QES.   “Both  the  sales  team  and  our  customers  love  EchoSign.  From  our  customers  perspective,  we  are   definitely  ‘easier  to  do  business  with’  and  we’re  yielding  tangible  results  —  everybody  wins!”  

www.echosign.com  

 

877-­‐324-­‐6744  

   

 

   
 
 

EchoSign  Brings  the  Signature  Process  into  the  21st  Century    
Company  Overview   Infowelders  is  a  full-­‐service  certified  Salesforce.com  consulting  partner  serving  clients  across  the  globe.   Since  2004,  Infowelders  has  been  100%  focused  on  helping  clients  define  and  automate  their  business   processes  on  the  Salesforce.com  platform.  Engagements  range  from  initial  implementation  of  the   standard  Salesforce.com  CRM  product  to  complete  custom  application  development  to  manage   complex  workflows  and  processes.  Infowelders  also  assists  other  Salesforce.com  partners  with   AppExchange  enablement  of  their  proprietary  solutions.   Workflow  Challenge   Being  a  Salesforce.com  consulting  partner,  Infowelders  also  uses  the  application  to  manage  every  aspect   of  their  business  processes  from  Leads  to  Projects.  Historically,  all  project  contracts  were  maintained   outside  of  the  system  through  a  series  of  email  communications  and  faxes.  This  not  only  took  more  time   to  get  things  done,  it  also  created  a  disconnect  between  the  sales  team  and  the  delivery  team  and  didn’t   give  the  delivery  team  any  insight  into  the  status  of  the  contract  or  the  detailed  deliverables  contained   within  in  a  real-­‐time  fashion.  Several  issues  arose:  

After  approving  the  contract  the  client  is  ready  to  start  the  project  immediately,  but  sales  still   had  to  receive  the  faxed  contract,  countersign,  and  then  send  back,  which  could  take  days  if  the   countersigner  was  out  of  the  office.   When  it  came  to  prepare  the  project  for  hand-­‐off  from  sales  to  delivery,  the  sales  rep  had  to   scan  the  countersigned  documents  and  upload  them  into  Salesforce.com,  which  was  a  challenge   if  the  rep  was  travelling  and  not  near  a  scanner.  Most  times,  it  did  not  happen  until  after  it  was   needed,  or  it  didn’t  happen  at  all.  

EchoSign  Solution   Infowelders  turned  to  EchoSign  to  help  manage  the  contract  signing  process  because  of  the   inefficiencies  of  shuffling  paper  and  faxes  between  parties.  Now  all  parties  have  real-­‐time  insight  into   where  the  contract  is  in  the  signature  process  and  the  exact  language  contained  in  the  contract.  There   are  no  more  ad-­‐hoc  phone  calls  to  sales  reps  asking  them  where  the  contract  is  or  prodding  them  to   countersign  so  that  the  project  can  get  underway.  In  addition,  the  fact  that  a  sales  rep  can  see  when  a   customer  has  viewed  the  contract  has  been  an  unforeseen  benefit.  

www.echosign.com  

 

877-­‐324-­‐6744  

    Results   “Printing,  signing,  faxing,  and  scanning  are  1980’s  technology,”  says  Nick  Hamm,  Infowelders’  Director  of   Technology.  “We  are  consulting  around  cutting  edge  technologies,  and  EchoSign  allows  us  to  bring  the   signature  process  into  the  21st  century  both  for  our  company  and  our  clients.  Prior  to  using  EchoSign,   the  fastest  a  contract  could  be  faxed,  signed,  faxed  back,  countersigned,  faxed  back  again,  scanned  and   uploaded  into  Salesforce.com  was  at  least  a  day.  Today  we  can  complete  all  of  those  processes  in  just   minutes  and  with  only  a  few  clicks.  EchoSign  is  a  no-­‐brainer,  and  we  recommend  it  to  all  of  our  clients.”   Infowelders’  use  of  EchoSign  has  expanded  from  sales  contracts  to  cover  formal  sign-­‐offs  on  project   documentation  as  well,  making  the  delivery  team  more  efficient  and  easier  to  work  with.  In  fact,  when   Infowelders  moved  into  new  office  space,  they  did  not  even  hook  up  a  fax  line.  “There  is  no  reason  for   us  to  fax  anything  anymore,  and  our  printer  usage  is  almost  next  to  nothing.”  

www.echosign.com  

 

877-­‐324-­‐6744  

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