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Case Studies

OnSolve

How OnSolve Solved Contract Management and Reduced Legal Assistance by 28%

Overview

A leading critical event management software provider tapped Marshfield Consulting to consolidate contract management systems and build automations that enable Sales reps to choose appropriate terms and review options for numerous deal types — drastically improving contract completion times, trust in data accuracy, and visibility into contract status.

The Challenge

As OnSolve acquired several tech companies, its Legal and Sales teams struggled to navigate multiple contract management systems, processes, and repositories as demand for their products grew. Many contracts necessitated time-consuming manual steps across creation, routing, and review, directly impacting their ability to efficiently close new business and renewals.

Without a systemized approach to contract management, Legal lacked oversight of contracts under review and could not establish KPIs to measure the length of contract review cycles, spot process bottlenecks, and identify areas for process improvement. On top of the additional work required to maintain multiple contract repositories, the potential for manual error brought data integrity into question.

After evaluating existing technologies and multiple vendors, OnSolve selected Salesforce to serve as a single source of truth and Docusign CLM as the company’s contract lifecycle automation tool. But the scope of the implementation and limitations of both systems’ out-of-the-box capabilities exceeded OnSolve’s in-house capabilities.

Marshfield’s Solution
To begin, Marshfield Consulting implemented Docusign CLM, established templates and workflows, and integrated contract management into one instance of Salesforce. This foundation included document types and automations for OnSolve’s order forms, plus quotes and software agreements.
 
With the initial contract automations in place, Marshfield partnered with OnSolve’s Sylvia Price, Sr. Director of Business Applications and Systems,
and Justin Sethi, Sr. Business Systems Analyst, to scope the next major implementation after gathering feedback and high-level requirements from
OnSolve’s Sales, Legal, and Revenue Ops teams.

“When OnSolve started working with Marshfield, new business was the priority during 2020 and 2021,” Sylvia recalled. “By 2022, our focus needed to shift to renewals. And Marshfield was invaluable in identifying ways to streamline these processes.”

To speed up renewals while effectively mitigating risk, Marshfield designed a workflow that offers Sales reps the ability to request different types of
contract modifications directly in Salesforce and automatically kick off the appropriate review process. For standard updates within a defined set of
terms and approved boilerplate, no review is required. When Sales creates custom requests, the workflow triggers specialized approvals. Recognizing Sales’ need to stay in the CRM, Marshfield customized Salesforce functionality to add signature requests after a document has been sent for review, sparing Legal from making these modifications manually. 
 
With a unique contract grading system built exclusively for OnSolve, Legal can quickly identify standard agreements, agreements with minor pre-approved modifications, third-party contracts, or contracts with specific terms such as unlimited liability to flag for in-depth reviews. The types of document templates and workflows have expanded to include NDAs and data processing agreements (DPAs). And Marshfield has developed a new template to accommodate dynamic text that displays applicable discounts when relevant SKUs are added to an order form.
Benefits & Results
Since the initial implementation and continuous improvements have gone live, documents requiring Legal’s assistance have been cut by 28% in just one quarter. The overall document turnaround time has come down to nine days. Contracts containing standard terms are processed, on average, in just
1.7 days. 
 
Manual processes have been virtually eliminated as every contract and document type is now automated. With Salesforce serving as the single source of truth for customer data and Docusign CLM as the sole content repository, data integrity concerns are distant memories. OnSolve has established KPIs and are actively reporting on performance — and have the insights to improve contract operations. 
 
Marshfield’s willingness to tackle inefficiencies with pioneering solutions has given OnSolve an edge. “The grading system has been particularly beneficial,” Justin explained. “It enables us to quickly assess the level of customization required for each contract, ensuring that we meet our legal and compliance standards while accelerating the sales process.”
 
OnSolve continues to turn to Marshfield for everything from minor process updates to major projects, including an upcoming overhaul of the contract rate process. “Everyone at Marshfield has been outstanding to work with, ”Sylvia concluded. “The whole team has done an exceptional job maintaining focus on our goals and supporting us in big-picture strategy and our day-to-
day needs. We’re supported at every level by the entire Marshfield team.”
Stats

28%

reduction in assistance needed from Legal

1.7 days

average completion time for contracts with standard terms

24,000+

documents generated and workflows initiated
About OnSolve

OnSolve is a leading critical event management provider that proactively mitigates physical threats, allowing organizations to remain agile when a crisis strikes. Using the most trusted expertise and reliable AI-powered risk intelligence, critical communications, and incident management technology, the OnSolve Platform enables enterprises, SMB organizations, and all levels of government to detect, anticipate, and mitigate physical threats that impact their people, places, and property

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