2 min read
A software company that provides a cloud-based platform to handle Ambulatory Surgery Centers (ASC) workflows purchased Conga Composer, which collaborates with its Conga Contracts for Salesforce solution to generate and manage its Sales team’s order forms.
The Conga Customer Success team performed a Usability Assessment (UA) for the software company—a process that evaluates the current state of a product and how to configure best practices for modern use. The primary goal is to optimize the system’s usability, streamline workflows, and ensure companies fully leverage its capabilities. Soon after reviewing the results, the team raised concerns about its order form template. The team’s priority was to update the order form to a cleaner format by leveraging Composer and needed Conga’s help.
The challenge
The company’s order form template posed significant challenges across multiple cohorts. Once an order form was generated, the Legal team spent several hours adjusting language, and copying and pasting from multiple sources, leading to errors and inconsistent formatting. Additionally, duplicate entries and redundant information resulted in rework and delays.
This also caused disruptions amongst teams because they had to redo their order forms, wasting valuable time, and making unnecessary mistakes.
Use case—reduce manual processes for the Sales and Legal teams by generating an order form template to decrease human error, save time, and achieve consistent formatting and language.
Manually changing each order form became the norm in a clunky process, which held up customer delivery, and led to lost deals. And spending too much time adjusting forms caused high-priority items to get lost in the shuffle.
The power of the Conga Customer Success team
Following the UA, the Conga team enlisted Associate Customer Success Engineer Joshua Serna to collaborate with the software company’s Director of Business Solutions to investigate the order form template.
Joshua coordinated a one-hour enablement session with the Director and to prep, requested they send an order form template before their meeting. This helped him familiarize himself with the use case, understand format challenges, and articulate suggestions.
Upon review, Joshua noticed a “comment” in the template to remind users to incorporate certain text into the document after it has been generated—this was something the software company would no longer have to do.
Throughout the enablement session, Joshua:
- Demonstrated ways to build and update Conga queries
- Explained how and where data gets pulled into a query
- Reviewed navigating the template builder
- Discussed copying and pasting merge fields into the template
- Presented how queries are displayed
- Showcased IF statements on a template, as well as how to create and update them (and when they should be implemented)
And just like that, a critical, yet simple change to the main query solved one of the biggest issues on the template. The power of the Customer Success team shined through with a simple connection between Joshua and the team.
“It’s so exciting generating that document. I can only see the one line item on there, that’s crazy how easy that was to get to that,” the Director cheered.
Joshua emphasized the importance of manually updating Salesforce logic calculations and merging accurate data into the preferred order form template. Not only was the team thrilled by Composer's ease of use, but the updates they plan to make to the templates will improve the workflow by reducing extra tasks and improving efficiency.
The results
Now, the Sales team can send out more order forms faster than ever. Just check out these business outcomes:
- Save over 100 hours per year on the order form template
- Execute an average of 23 order forms per week (~100 per month)
- Eliminate manual steps and tasks
Beyond improving efficiency, the Legal team saw increased product adoption, a more streamlined order form process, and a stronger partnership with Conga.
For the future, the company is exploring Conga Orchestrate to further accelerate workflow automation and business processes.
Currently a Conga customer and want Composer assistance? Check out the Conga Composer user group.
