4 min read
A financial services corporation has been happy with Conga over the years. However, after a recent company acquisition, management noticed an uptick in conflicting processes. This meant that different parts of the business were operating on multiple systems. To make matters worse, the financial services corporation also experienced internal changes and has been rebuilding the team ever since.
In 2021 one of the larger business units required 5,000 Composer licenses, expanding its reach, and warranting an assigned Conga Customer Service Manager (CSM). CSM Brad Shephard took over the account and began building a relationship and trust amongst the team.
About 6,000 Sales team members used Conga Composer to generate retirement overview documents at the financial services corporation. To maintain accuracy, the team leveraged three templates within the solution. Unfortunately, the documents weren’t federally compliant—not because of the templates—but because the company couldn’t prove every client’s request was fulfilled, nor track the completion and submission. Essentially, the answer to whether the document was fully executed or abandoned before submittal wasn’t clear.
Use case—generate a retirement overview form for customers using Composer API to enable user completion tracking, resulting in a federally compliant process.
The team needed a way to verify client requests were fulfilled without looking over everyone’s shoulder. If they could track users and report on it, it would save time and resources and confirm final execution.
Brad typically held biweekly cadences and during one of the calls, a team member at the financial services corporation brought up their use case. Brad suggested the team move to Composer API to gain full visibility into their workflow. He didn’t have all the initial answers but knew the Conga team could achieve together to provide a demo.
Brad started by scheduling an internal call with the Conga Product Team—Brian Farr, Kelly McCamley, and Karan Nayee—to confirm this functionality could be integrated. Everyone agreed that it would help with the use case and Brad was eager to give them the good news.
The financial services corporation team was thrilled to hear this functionality was possible and agreed to implement the API immediately. The main goal was to add the ability to pull up the site and track the entire retirement overview process, including providing a report of completed documents and dumping it into Composer.
Brad and the Conga Product team then provided an overview of the project, discussed timelines, and presented the scope. Over an entire year, we worked tirelessly to ensure the team maximized our full Composer API capabilities.
Here’s a quick snapshot of the incredible strategy and best practices Conga offered:
- Discussed requirements to align features
- Held weekly meetings with all stakeholders to demonstrate functionality
- Communicated timelines to ensure deadlines were on track
- Provided access to Conga test sandboxes to become familiar with the technology
- Transferred to the company’s sandbox to work out final bugs
This was a win-win for both parties, as Conga learned from bugs and breaks presented by the financial services corporation during sandbox testing. As we prepped for launch, Brad changed the meetings to biweekly and was set for go-live while making minor tweaks. He also reiterated the importance of the Conga Customer Community and had a team member sign up.
After a full year of achieving together, the financial services corporation successfully went live with Conga Composer API! This was an incredible achievement for both teams. This soft launch made it easier for the team to get acclimated and prepped for any possible challenges.
The financial services corporation CEO praised Conga by saying, “Thank you for a smooth launch and being able to deliver on what was promised.”
Check out these business outcomes:
- Experienced 10,000 Composer API events
- Executed roughly 700 contracts a month
- Achieved 98% user adoption
Because the launch went so smoothly, Conga reduced the amount of prep work and allowed 6,000 users to continue using Composer without disruptions. As a result, the company did not have to spend extra time training the team and leveraged the product immediately.
If that didn’t impress you, here are some other results:
- Gained metrics to track errors
- Accelerated the document review process
- Improved the overall system to reduce outages
- Achieved federal compliance
The financial services corporation leverages the Conga Support team for minor fixes and connects with Brad monthly to continue the fruitful partnership.
