CRM - January 2009 - (Page BPS11)

Sponsored Content January 2009 11 EchoSign Justifies Itself, and Then Some EchoSign gives anyone who has to get a contract signed an electronic way of doing so. Using EchoSign, the customer is emailed a secure, electronic version of the contract. The sender knows when the contract arrived in the customer’s email and how long it takes to sign it. That information is very important because an unsigned contract means that revenue has yet to start. It also means that the customer might be delaying the deal while they examine the competition. The demand for e-contracting has accelerated over the past 12 months as companies of all sizes are shifting to doing business in the cloud. EchoSign gives sales the power to leverage real-time visibility into how, why and where contracts flow through the signature process. This “closed loop” e-contracting signature service is an efficient and effective application that helps companies capture new revenue as quickly as possible, and protect their existing revenue stream. BEST PRACTICES IN CONTRACT SIGNATURE MANAGEMENT RESULT IN FASTER SALES CYCLES, FASTER SERVICE PROVISIONING, AND HAPPIER CUSTOMERS “As a standalone service, EchoSign is an extremely powerful and effective tool. When combined and integrated seamlessly with Salesforce, it’s a solution that can’t be beat!” — Mark Silber, IT Systems Architect, Qualcomm WORKFLOW CHALLENGE QES processes a large volume of contracts and amendments on an ongoing basis. “The contracts staff supports a large sales team located throughout the United States. It is critical to stay in touch with sales and give them the confidence that our business processes are efficient, accurate and customer friendly,” 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, manual process. Often, it took up to two weeks to get a customer to sign a contract, get it internally counter-signed and then distribute the contract internally. This significantly delayed the sales cycle, which meant that service provisioning and shipments were delayed, which in turn resulted in delayed billing and revenue. Additionally, the sales team had no visibility into the status of a contract, resulting in additional phone calls and emails to the contracts group. ECHOSIGN SOLUTION Qualcomm also deployed extensive dashboards to further collect and report metrics around the contract process and additional custom workflow and notifications in Salesforce. RESULTS COMPANY OVERVIEW Qualcomm Incorporated (http://www.qualcomm.com) 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. In late 2007, Mark Silber, IT Systems Architect, 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. 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 realtime visibility into the contract status. “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. “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!” http://www.Force.com http://www.qualcomm.com

Table of Contents Feed for the Digital Edition of CRM - January 2009

CRM - January 2009 Contents Front Office Feedback Reality Check Customer Centricity The Tipping Point The Shots Heard ’Round the World 30,000-Foot Views Of the Cloud Stuffing the Ballot Box— With Complaints The Marketing Line for ’09 CRM on Twitter Technology Helps Insurance Weather the Storm Required Reading The Google-ization of CRM The Feedback Funnel Email: What’s Inside? Shake Your Moneymakers Lead Sweet Lead Incentives at the Speed of Lightpath Sales Contentment for Content Management A Worthwhile Excursion Into Call Recording Secret of My Success Re:Tooling Connect Pint of View

CRM - January 2009

For optimal viewing of this digital publication, please enable JavaScript and then refresh the page. If you would like to try to load the digital publication without using Flash Player detection, please click here.