Preventing Errors in Icertis Contract Signer Selection

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Icertis users frequently added external signers to internal signer fields, causing invalid contracts and inefficiencies. With Whatfix Product Analytics and DAP, the company pinpointed where the issue was occured n its contract creation process. Then, it created a Pop-Up to guide users toward selecting the correct internal signers, resulting in a 50% faster contract completion time and a 35% reduction in process drop-off.

Icertis users repeatedly misinterpreted error messages when trying to add external signers in fields designated for internal signers, leading to invalid contracts. Around 1,400 external signers were incorrectly added, causing disruptions, inefficiencies, and data integrity issues. The errors resulted in significant time spent correcting unnecessary external accounts and fixing signing errors, which impacted internal workflows.

Implemented Whatix Product Analytics to track and understand the source of user errors during contract creation. A 3-step funnel was set up to monitor the contract creation process, identifying that only 15% of users correctly added internal signers. With this insight, it used Whatfix DAP and deployed a Pop-Up that appeared when users attempted to add external signers into internal fields. The Pop-Up guided users to reference the User Directory and included a button to redirect them to the correct page for selecting internal signers. The Pop-Up could not be closed until the user accessed the User Directory page.