Limited access to critical contract data can drastically hinder customer success. Without critical contract information at their fingertips, customer support teams are unable to close renewals, offer right products for upsell, or serve customers as per the Service Level Agreements (SLA) – leading to missed revenue and dissatisfied clients. As the Director of Customer Success at a rapidly growing SaaS (Software as a Service) company, Vivian faced the very challenges firsthand. Let’s dive into Vivian’s story and how, despite her team’s dedication and hard work, their inability to easily access contract information became an ongoing roadblock.