As the company grew, so did the chaos around managing customer contracts. Vivian’s team of over a dozen customer service representatives (CSRs) was overwhelmed by agreements scattered across different storage systems and PDF documents.

The company’s manual approach to managing client contracts was failing everyone. What used to be manageable now felt like a never-ending challenge.

CSRs faced delays and inaccuracies when retrieving key contract details like renewal dates and payment terms buried in PDFs. These roadblocks made it impossible to provide clients with clear answers during calls, leading to frustration and poor customer experiences.

This not only resulted in increasing client dissatisfaction and lost revenue but also risked jeopardizing the company’s reputation in the market.

An unprecedented incident occurred soon.

One day, Vivian’s CSR received a frantic call from a client who was struggling with the reporting functionality in the software. The client urgently needed to generate a few reports for an upcoming meeting, but the technical glitches, the system wasn’t producing the necessary reports. The stakeholders were breathing down client’s neck.

The client was frustrated with the downtime and wanted immediate resolution. As the CSR tried to assist, they struggled to confirm which software package the client had purchased and what level of service was warranted according to the SLAs in the contract.

Without this crucial information about the client’s service agreement, the CSR faced challenges in accurately addressing the issue. To find answers, the CSR reached out to the Deal Desk. He kept waiting as the Deal Desk team was trying to find details by manually running a report. With the client waiting and the deal desk unable to provide information, the CSR resorted to guesswork, entering what they assumed was the correct product information to expedite the resolution.

Despite the lengthy wait and multiple steps, the client’s issue remained unresolved. The client’s contract had premium service which should have been resolved in an expedited manner. However, the CSR team continued to work at their own pace, and by the time they could provide a solution, it was too late—the client had missed their meeting, feeling frustrated by the delayed response and lack of precise support.

When Vivian finally intervened, the damage was done – the client chose to terminate their contract just as renewal discussions were approaching. The company lost the client, and the recurring revenue. The incident was enough to trigger an internal review as this customer was influential.

It was clear that the lack of a system where customer contracts are scattered in PDFs was a liability, costing the renewal, and lost revenue.

As Vivian and her team continued to struggle with accessing contract data, she also looked for a better solution.

Vivian’s search led her to MisticusMind – a premier technology firm specializing in AI-powered contract and query management solutions.

MisticusMind had the exact solutions that Vivian and her teams needed, including:

● Contract Genius.AI: For Vivian’s team, Contract Genius.AI can extract actionable data, insights, and key terms from their customer contracts, converting from formats like PDFs into reusable formats such as JSON and CSV. By leveraging advanced Optical Character Recognition (OCR) and proprietary deep learning models, Contract Genius identified essential details such as standard clauses, renewal dates, special conditions, payment terms, and potential risks. These data points were securely stored in cloud-native centers and integrated seamlessly with their existing CLM, ERP, and CRM systems. This allows Vivian’s CSR team, along with sales, billing, legal, and compliance departments, with instant access to critical contract information.

● Salesforce Connector: MisticusMind’s proprietary Salesforce connector integrated contract data extracted by ContractGenius into their Salesforce CRM system. This ensured that sales reps and CSRs had accurate information at their fingertips. With streamlined access to contract terms, Vivian’s team could confidently engage clients during meetings, explore upsell opportunities, and manage renewals without the fear of misinformation.

● Query Genius.AI: Coupled with Contract Genius, Query Genius allows Vivian and her team to interact with contract data using plain language. The capability meant that even non-technical staff could quickly retrieve contract terms and insights within no time.

The management approved MisticusMind’s solutions based on Vivian’s recommendation.

With smooth implementation of MisticusMind, Vivian’s team experienced a remarkable transformation.

The customer success team regained its confidence. Armed with timely access to contract renewal dates, product details, service level agreements (SLAs) and upsell opportunities, they were able to serve clients faster and better. They had lesser struggles, as they could easily access accurate contract data, leading to improved customer service and retention.

The implementation of MisticusMind’s contract management solution dramatically improved customer service and renewal rate for Vivian and her team.

Vivian’s story is a reminder of the consequences of limited access to contract data. Organizations that fail to manage their contract data effectively risk losing revenue, damaging customer relationships, and facing compliance issues.

Unlike the manual processes, MisticusMind uniquely delivers:

● AI-Powered Contract Genius: Extracts key contract terms using OCR and deep learning models, converting them to usable formats like JSON and CSV.

● Salesforce Connector: Integrates contract data directly into Salesforce, enabling accurate decisions for upsell, cross-sell, and marketing.

● AI powered Query Genius: Empowers teams to query contract data in plain language, simplifying access to essential terms.

● Business Process Expertise: Deep knowledge of sales ops and contract management helps identify overlooked challenges and unlock business value.

● Proactive Alerts & Recommendations: Sends alerts on contract renewals and offers actionable insights to optimize outcomes.

With MisticusMind’s innovative solutions, organizations can transform their contract management processes, driving customer success, renewals and upsell revenues