Accelerate sales process canada traction joint webinar
1. Accelerating Growth with Digital Transaction Management
Streamline your sales processes with DocuSign for Salesforce
2. Today’s Presenters
Shirley Wright
Marketing Director, Canada
Salesforce
Shirley.wright@salesforce.com
Priya Patel
Product Marketing Manager
DocuSign
priya.patel@docusign.com
Chris Peacock
Vice President, Strategic Alliances
Traction on Demand
cpeacock@tractionondemand.com
Hans Vedo
Director, Development
Traction on Demand
hvedo@tractionondemand.com
3. Today’s Agenda
• DocuSign & Digital Transaction Management
• DocuSign Integration with Salesforce
• Traction + DocuSign + Salesforce = Customer Success
• Great Canadian Heli-skiing
• TELUS Door2Door Mobile Application
6. Unmanageable
Records
Disconnected
Systems
Current Sales Process
INTERNALEXTERNAL
Manual
Processing
Prohibitive
Experience
Digital
to Paper
High incompletion/error rates
No authentication
Slow manual routing
Customers
Manually validate
Return to customer if errors
Rekey data
Operations
Scrutiny and fines from poorly
documented process
Auditors/Regulators
Sales
CRM
CPQ
Admin time displaces selling time
No status visibility
No workflow automation
No upstream connectivity
Manually kick off downstream
Finance/IT
Incentive
Compensation
7. Unmanageable
Records
Disconnected
Systems
INTERNALEXTERNAL
Manual
Processing
Prohibitive
Experience
Digital
to Paper
High incompletion/error rates
No authentication
Slow manual routing
Customers
Manually validate
Return to customer if errors
Rekey data
Operations
Scrutiny and fines from poorly
documented process
Auditors/Regulators
Sales
CRM
CPQ
Admin time displaces selling time
No status visibility
No workflow automation
No upstream connectivity
Manually kick off downstream
Finance/IT
Incentive
Compensation
Current Sales Process
*Based on 3rd party value assessments with DocuSign customers
THE REAL COST OF EVERY TRANSACTION
Printing
Distribution
Document Creation
Preparation
Manage Status
Process Documents
IT
Printing
Distribution
Document Creation
Preparation
Manage Status
Process Documents
LEGAL
Printing
Distribution
Document Creation
Preparation
Manage Status
Process Documents
HR
Printing
Distribution
Document Creation
Preparation
Manage Status
Process Documents
PROCUREMENT
Printing
Distribution
Document Creation
Preparation
Manage Status
Process Documents
SALES
$28 per Transaction
8. Unmanageable
Records
Disconnected
Systems
INTERNALEXTERNAL
Manual
Processing
Prohibitive
Experience
Digital
to Paper
High incompletion/error rates
No authentication
Slow manual routing
Customers
Manually validate
Return to customer if errors
Rekey data
Operations
Scrutiny and fines from poorly
documented process
Auditors/Regulators
Sales
CRM
CPQ
Admin time displaces selling time
No status visibility
No workflow automation
No upstream connectivity
Manually kick off downstream
Finance/IT
Incentive
Compensation
Current Sales Process
*Based on 3rd party value assessments with DocuSign customers
THE REAL COST OF EVERY TRANSACTION
Company Size
Transaction
(Avg Annual)
$1B+
$500MM –
$1B
$100MM –
$500MM
< $100MM
1.5MM
500K
100K
20K
Costs (Annual)
$42MM
$14MM
$2.8MM
$560K
Organization Wide Costs
Cost per
Transaction
$28
$28
$28
$28
x
x
x
x
=
=
=
=
9. Streamlined Sales Process with DocuSign for Salesforce
Accessible
and Fully
Documented
Integrated
Downstream
Processing
Secure
Frictionless
Transaction
Digitally Managed
Business Process
Automated audit tracking and
storage integration
Auditors/Regulators
Sales
Automated workflow Management
and Transparency
Integrated with Salesforce
CRM CPQ
DTM
Other
Authentication options
Accessible on any device
Data validation
Digital audit trail
Customers
Downstream processes such as account
activation, billing and archiving are
automatically triggered
Operations/Finance/IT
10. 10+ Years of
Continuous Innovation
188 Countries
“DocuSigned”
50M+ Users
100K+ Customers
50K+ Per Day
11. DocuSign Trust Foundation
Available Secure Configurable Enforceable Global Open
Web&MobileApplications
Administration&Control
Core Services
TransactionRooms
DocuSignIntegrationFramework
WorkflowDataDocuments
Prepare
Authentication ServicesSignatures
Execute
Reporting RetentionCompliance
Manage
DocuSign Digital Transaction Management Platform
Users
Systems
13. Value from DocuSign for Salesforce
Deliver extraordinary ROI by making it easy, fast, and secure to collect and
process contracts – all without ever leaving Salesforce.
Close
more deals faster
with improved
contract
turnaround time
(ex: 14 days to
<1 day)
Cut
operating costs
(ex: $19.53
savings/
document)
Be
mobile
close deals
anywhere,
anytime
Increase
accuracy
with automated
data flow
Maximize
CRM investment
(ex: 300% increase
in CRM usage
organization-wide)
14. DocuSign for Salesforce Capabilities
Send documents for signature
Merge data from any object
Create automated workflows
Real time deal updates via Chatter
Salesforce1 ready
Get status and data back into Salesforce
Localized in 11 languages
16. About Traction
Experience: 9th year focused solely on SFDC
1600+ projects, 300+ custom Force.com apps developed
120 employees, 120+ Certifications
SMEs in all Clouds (Sales, Service, Marketing, Data, Force)
120 Employees across North America
No outsourcing, no offshoring, no contractors
B Corp Certified
Ranked 3rd best place to work in Canada
Completed DocuSign enablement June 2013 – sales, development
& declarative experts
18. Customer community built on the Force.com platform
• Self serve, secure environment
• Collects guest data and preferences pre arrival (i.e. dietary restrictions,
après-ski traditions, skill level and experience)
• Reduces administrative burden and data entry
• Enhanced, personalized experience for each guest
• Better understanding of the guest (360 degree view)
DocuSign integration used to collect all pre-trip customer data and
contractual documentation
• Binding release, medical declaration, waivers, ski rental documents, etc.
• Update content on DocuSign contracts then updates master records in SFDC
• Documents as a data source
Great Canadian Heli-skiing (GCH)
ABOUT GCH
• Est. 1988
• Located in Golden,
BC
• Premium heli-
skiing resort
• www.canadianheli-
skiing.com/
• Full customer
success story on
our website
19. Great Canadian Heli-skiing (GCH)
Guest
WaiversBookings
Feedback
Runs
Terrain
Relations
hips
$$
Serious
Interest
Complex data
model to
incorporate all
components of
guest
experience in
one place
20. Great Canadian Heli-skiing (GCH)
Guest Portal
includes a pre-
trip checklist
and status of
reservation
feature telling
the guests
what they
have left to
complete
before their
vacation.
21. Great Canadian Heli-skiing (GCH)
Self service
customer
profiles reduce
admin burden
and create
engagement
through ski
stats and
history.
22. Great Canadian Heli-skiing (GCH)
All pre-trip
information
collected
before
arriving at
destination.
DocuSign
integration.
23. Great Canadian Heli-skiing (GCH)
Forms
capture and
map data to
customer
records using
multiple field
types and
dynamic
fields
24. Retail energy supplier with customers in 21 states in
the US and 10 provinces in Canada
Direct Energy purchases electric and gas commodity
products off the wholesale market and supplies it to
the local utility to distribute
Traction on Demand was engaged to enable Direct
Energy’s field sales teams to sell commodity products
through over 80 utilities across 12 states. The door-to-
door, field sales channel, is Direct Energy’s largest sales
channel.
Direct Energy Mobile Sales App
ABOUT DIRECT
ENERGY
• NA wide energy
supplier (natural
gas & electricity)
• Est: 1985
• HQ: Houston, Texas
25. • Mobile application launched to support growth of
the direct sales channel
• Reduce reliance on paper contracts
• Expedite the contract signature to installation process (time
reduced by over 40%)
• Increases in quality customer data, sales rates, agent
productivity
• Decrease in service cancellations
• DocuSign integration for immediate, at-the-door
contract signature
• Supports increase in sales close rates with faster and more
simple contracting
• Roadmap: Integration of Door2Door app in kiosks &
retail locations across the country
TELUS Door2Door Mobile App
ABOUT TELUS
• Est. 1990
• HQ: Located in
Vancouver, BC
• ~41,000
employees
• 2013 Revenue:
$10.6B
• Top 3 Telco in
Canada
• Full customer
success story on
our website
26. Learn more about how integrating Salesforce and
DocuSign will accelerate your business processes
• Chris Peacock – cpeacock@tractionondemand.com
• Priya Patel – Priya.patel@docusign.com
• Shirley Wright – Shirley.wright@salesforce.com
Follow Up
WHERE THIS DATA ACTUALLY CAME FROM (2min)
This year - In collaboration with MIT Sloan and our partners, we collected data from over 1,000 salesforce customers - from around the world.
Companies of all sizes, enterprise and unlimited
All functions - in fact we tailored the questions to the functions
As an example, here’s a typical sales process we’ve captured in working with our customers.
Many customers have already invested in CRM Systems (i.e. Salesforce, Oracle, MSFT) and CPQ – ConfigurePriceQuote (Apptus, Bigmachines) to manage the sales process. Yet at the moment of truth, when a contract needs to be executed, they relied on printed documents. These documents were sent via mail to customers for signoff. Sales execs were wasting time on administrative tasks vs selling time. There was no visibility for both the sales rep and management. In fact, the only way to manage the process was via constant phone calls to the customer. Organizations suffered from a “Digital to Paper” problem.
The “Digital to Paper” problem resulted in a prohibitive experience for customers that needed to review and approve contracts. Customers were forced to print out contracts. They were completely tied to their desks. Often times, contracts were complex and required multiple layers of approvals. And the only way they could manage workflow was via interoffice mail. This resulted in high incompletion rates and errors. There’s no authentication or audit trail. And the routing process was incredibly slow and time consuming.
When documents were finally returned, the operations team had to manually validate every document that came back. Were all the fields complete? Was this the correct version of the document? If there were errors, the contract was returned to the customer for another round of costly approvals. If it was complete, the data was manually rekeyed so service or account could be activated.
Downstream teams had no visibility into the process, and must manually kick off billing, invoicing, incentive compensation, and archiving processes.
Finally, because of the unstructured paper-based process, auditors and regulators had no way to validate that compliant processes were followed throughout the transaction resulting in high levels of scrutiny and potential financial and legal ramifications.
Our customers came to the realization that with every transaction, there was a hidden cost that included printing, distribution, document creation, document preparation, managing status, and document processing. A 3rd party value assessment firm worked with DocuSign customers and determined that on average these costs add up to $28 per transaction.
Imagine the costs of these transactions across every document centric transaction across your organization.
Based on benchmarks by organization size, this means the hidden cost can be $##.
With DocuSign’s Digital Transaction Management platform, organizations have streamlined the sales process for employees and customers, provided greater management visibility, and created traceability and accountability to ensure the process is compliant.
Leveraging DocuSign’s DTM solution from the start enabled organizations to automate workflow and have complete visibility into the status of the transaction as it moves through the process. By integrating with upstream systems, digital documents can be automatically generated, eliminating the time and costs of the Digital to Paper problem.
Customers can sign anytime, anywhere, on any device. Customers are taken through a digitally guided approval experience, ensuring there are no errors in completing the document. Approvals can be automated to route sequentially or in parallel to rapidly accelerate the approval process. All of these actions are captured in the background to ensure a complete and traceable audit trail is captured with every transaction.
Processes downstream that were previously disjointed can now be brought into the fold. Invoicing, billing, incentive compensation systems can be integrated and kicked off automatically upon completion of the transaction to further streamline the process to save time and costs.
Finally, organizations stay in compliance because DocuSign enables them to control the workflow from the very start, provide multiple levels of authentication options to meet the needs of any organization, and capture the actions taken by everyone that interacts with the transaction in the form of a Certificate of Completion.
What you may not know about DocuSign is that…
Trusted
We invented cloud-based eSignature in 2003. And we’ve expanded our solution beyond eSignature to include any of your business transactions that still aren’t digital.
We enable you to digitize entire end-to-end business processes, or what is called Digital Transaction Management
Because organizations are running mission critical transactions, we provide the highest levels of availability and security capabilities in the industry
Global
Users in 188 countries have DocuSigned
Service available in 43 languages
Offices in SF, Seattle, London, Paris, Sydney, and Sao Paolo
Leader
Over 110,000 paying customers ranging from to complete mission critical digital transactions with their customers
Adding 40,000 new users daily
Close to 1M transactions daily are processed over our cloud network
10 of the top 15 US Wealth Mgmt Firms are customers
11 of the top 15 US Insurance Carriers are customers
#1 with analysts Forrester, Gartner, and Ombud