Contracts at the speed of digital.
CXC meets client demands for contingent workforces using Adobe Sign to complete contracts faster.
28 HOURS
Saved per month in contract management
Objectives
Streamline contract management to meet rising client demands
Increase productivity as teams work remotely to generate contracts
Improve accuracy and compliance in every document
Protect documents from unauthorized access and tampering
Results
Handled nearly 2x typical business volumes with a seamless contract process
Saved up to 28 hours per month by shaving 2 to 3 minutes off each contract
Reduced risk of error by automatically populating contract details from Salesforce
Earned clients’ trust with high standards of data security and auditability
“One day we were in the office, and the next day we were all working at home. It was seamless—no interruptions at all. But if COVID-19 had happened before we had Adobe Sign and Salesforce, our entire business would have stopped.”
Chris Thuell
Director of Risk and Compliance, CXC Asia-Pacific
A business opportunity kicks off a decade of growth
About 10 years ago, CXC faced a turning point. It had just won a major new client and needed to rapidly onboard as many as 2,000 contractors — the largest single contingent workforce it had ever managed.
“This was a big opportunity for us, but we knew our existing onboarding processes were too slow to deliver,” says Chris Thuell, director of risk and compliance for CXC’s Asia-Pacific operations. “We got rid of all our paper-based processes and adopted Adobe Sign.”
Thuell became a big believer in Adobe Sign. He saw just how much faster his teams could draw up contracts and get them signed by sending documentation electronically rather than through the post. Documents that took days or weeks to sign could be completed in a matter of hours. And the audit trail made compliance simple. Adobe Sign made all the difference as CXC ramped up to handle unprecedented volumes.
“We were managing what was, at one point, the largest contingent workforce program in Australia, and four to five times the size of our typical account,” says Thuell. “It was a massive transformation for our business.”
Fast forward a decade, and CXC has taken its use of Adobe Sign and Adobe Acrobat to new levels. The company uses e-signatures and digital workflows for employment agreements, tax documents, and client contracts, drawing up hundreds of contracts every month. And more clients are getting on board. That’s especially true now, as CXC recently completed its implementation of Salesforce and integrated it with Adobe Sign.
“Data security has become a huge sticking point with many clients. Because we use Adobe and Salesforce, we can satisfy the most stringent security requirements. That’s a big selling point for us.”
Chris Thuell
Director of Risk and Compliance, CXC Asia-Pacific
Every minute counts, and accuracy matters
With Adobe Sign, CXC can move fast for its clients, issuing an average of 20 contracts every day and getting signatures at the speed of digital. Its tight integration with Salesforce means that employment details such as pay rate, contract length, and notice period populate automatically into a template. That easily shaves two to three minutes off the process for each document, which adds up when it comes to employee productivity.
Automation also dramatically reduces the risk of human error. And no surprise — for the director of risk and compliance, avoiding errors is a priority.
“From a compliance point of view, every detail in our contracts has to be correct,” Thuell says. “It’s a critical part of the process in making sure that we secure the right contractors to meet our clients’ needs.”
After a dedicated compliance team checks documents for accuracy, CXC uses Adobe Acrobat to create a highly secure PDF. Account managers send documents to be signed by clients and contractors directly from Salesforce, using the Adobe Sign plugin.
The solution wins the trust of CXC’s clients, with security encryption, auditing, and real-time visibility at every stage of the process. “Data security has become a huge sticking point with many clients,” says Thuell. “Because we use Adobe and Salesforce, we can satisfy the most stringent security requirements. That’s a big selling point for us.”
CXC delivers a record month during a pandemic
For years, Adobe Sign has made it possible for CXC’s distributed Asia-Pacific team — split between Sydney and the Philippines — to collaborate remotely and meet client demands. But when the COVID-19 pandemic arrived in March 2020, the team’s ability to deliver was put to the test.
“One day we were in the office, and the next day we were all working at home. It was seamless—no interruptions at all,” says Thuell. “But if COVID-19 had happened before we had Adobe Sign and Salesforce, our entire business would have stopped.”
In fact, CXC went on to have its biggest month ever signing on 570 new contractors — almost double a typical month. The Australian government had just announced a COVID-19 hotline, and the company was hired to staff it, with less than two weeks to deliver. In short order, CXC vetted 1,200 nurses and issued 400 contracts, moving contractors through to the hotline’s training program, all while team members worked from home.
“That's the most volume we've ever dealt with so quickly. It definitely wouldn't have been possible without Adobe Sign and Salesforce,” Thuell says.
Building credibility today for tomorrow’s business
The world has changed dramatically in the past decade, and so has CXC. Virtually everyone is connected 24x7 on their mobile devices, the pace of business has accelerated, and CXC has made smart decisions to keep up.
With its investment in Adobe Sign, the company can move fast to help clients bring on contingent workforces at a moment’s notice. Its ability to adapt quickly is a big competitive advantage, especially as it looks for new ways to deliver value to clients.
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