New analytical capabilities drive efficient workflows
The Adobe Sign integration with Salesforce has given PGi visibility for the first time into the full process for completing contracts. For instance, the CRM team can track how long a contract spends in draught mode, the average time spent with a customer or internal signer and overall completion time.
“Adobe Sign and Salesforce integration enables analytics that show us gaps in the process and how we can address them by improving our workflows,” says Royster.
Contracts are initially created in PGi’s CPQ system in the format a person needs, such as PDF, Word or Excel. Once a contract is signed, finalised and stored in the system, it is auto-closed within the master pipeline workflow and notifications are sent to the appropriate sales representatives.
At the same time, the new company set-up process is triggered, prompting the implementation team to facilitate next steps with the customer and fulfill the order. Finally, notifications enable the finance team to set up the customer account in the billing system and calculate any commission owed to the sales team.
“Adobe Sign workflows and notifications not only save employees across the company a lot of time, but they also enable us to deliver products and services to customers faster and more efficiently,” says Royster.
Supporting GDPR compliance and sales and HR documents
In addition to facilitating new contracts, Adobe Sign is used to approve amendments to existing contracts and to obtain European customers’ consent to the European Union’s General Data Protection Regulation (GDPR), which helps ensure data protection and privacy. The solution is also used to sign sales commission packs for new personnel, plus amended commission terms for existing personnel. This gives the company’s sales representatives a clear understanding of how their performance is measured and rewarded.
At the same time, PGi’s HR department uses Adobe Sign for employee-related legal documents and severance packages. The HR team found it easy to set up user groups and management settings in the Adobe portal—expediting the use of the solution—and felt reassured by the configurable security settings.
Uniting the global business
Globally, Adobe Sign is now used to sign 135 company contracts per month, 90% of which are sales related. Due to the solution’s efficient and consistent e-signature capability, most contracts are completed in just 33 hours, including the capture of e-signatures in different geographies which previously could take weeks.
With the integration of Adobe Sign with Salesforce, PGi can better unify its quickly growing operations worldwide and gain an accurate, integrated view of customers to accelerate the company’s success.
“Our recent acquisitions currently use their own sales and contracting processes,” explains Royster. “We’ll be using the same successful approach that united our own organisation and adopting Adobe Sign integrated with Salesforce at recently acquired companies to drive consistency and a customer-first focus.”