Accelerated Execution of Contract Signature Tasks in Icertis

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The company faced delays in contract execution due to a complex contract workflow in Icertis involving multiple stakeholders and applications. By leveraging Whatfix’s in-app guidance and cross-application support, the company streamlined the contract signature process, reducing execution times and improving compliance.

The Icertis contract execution process was complex, involving multiple tasks and stakeholders, which led to lengthy timelines for contract completion. The process required post-negotiation signatures from both suppliers and internal stakeholders, and contract owners needed to navigate between multiple applications (Icertis and e-signature software). This resulted in a fragmented and tedious user experience, compounded by poor knowledge of the contract workflow due to its infrequent nature. Errors or mistakes, such as incorrect signature blocks, posed risks of legal complications, unexpected costs, and a poor supplier experience.

Whatfix provided in-app guidance within Icertis to enable contract owners with step-by-step support for e-signature tasks, ensuring contracts were accurately completed. A cross-application guided experience was built to provide contextual in-app tutorials, helping contract owners update documents correctly, add the right signature blocks, and send agreements to suppliers and internal stakeholders seamlessly.