CASE STUDY
A LEGAL “LIFE LINE” ON SALE FOR
CONTRACT MANAGEMENT
Abstract
Infosys BPM takes a global software solutions leader through
a journey of productivity improvements, best practices,
and steep rise in accuracy across its contract management
landscape. Over time, the experienced team of associates
sourced by Infosys BPM allows the client to achieve over 99%
SLA adherence, making them tout the project as a “Life Line”.
Infosys BPM provides far-reaching benets in contract
lifecycle management to a global software product company.
External Document © 2020 Infosys Limited
The client is a global software major in
sales, marketing automation, and business
intelligence & analytics space, developing
products for customers worldwide.
Contract management for large
corporations is not an easy task. The
Journal of Contract Management estimates
that about 71% fail to locate a minimum
of 10% of their contracts. So, contract
management is a time-taking activity
prone to errors and inefficiencies.
For the client in this case, the life cycle
of a contract was very tedious and
lengthy. The negotiation and drafting
of contracts goes through the planning
phase, identification of the ground rules,
clarification of the contract clauses and
justification, bargaining, and closure and
implementation. Once the contract has
been done and finalized, the next stage is
archival.
The key steps involved in the contracting
process are below:
• Negotiation, drafting, archival, and
deviation analysis for a large set of
contracts
• Review of existing abstractions of SLAs
and other agreements for accuracy and
meeting updated requirements
• Correction of the database with respect
to the client and affiliated accounts and
review of agreement groups created by
account executives
• Execution of compliance obligations by
performing legal denied party check on
the existing customers of the client
Over time, the contract management
activities at the client side were increasing
at a steep rate. Along with that, inefficiency
also grew. Key challenges faced by the
client could be abstracted as below:
• A large set of about 6000+ partially
abstracted SLAs hindered the
commitments given to the customers.
• A disarrayed database of the client’s
parent and affiliated accounts led
to account executives’ inability and
inefficiency in finding governing
agreement and existence of duplicate
accounts or copies of agreements.
The client wanted its contract
management workforce to try their hand
in more rewarding and creative jobs that
came up due to the rapid growth and
expansion. The client approached Infosys
BPM with an aim of reducing the cost in
contract management, making it more
standardized and error-free, and improving
the efficiency overall.
A Swirling Vortex of
Inefficient Contract
Management
External Document © 2020 Infosys Limited
The Infosys BPM Approach
Infosys BPM’s value proposition to the client included the following.
The “Life Line”
The project was set for a tenure of six
years. Over this time, Infosys BPM was
able to deliver unprecedented efficiency
improvement to the client. The onshore-
offshore partnership model of the
engagement allowed the stakeholders to
meet all of their SLAs.
• 1500+ contracts per month were
reviewed by the teams for various
phases of the contract lifecycle.
• Over 99% of SLAs were met by the team
against a client-set target of 95%
• A live dashboard was developed by
Infosys BPM to give contract status
at any time. In addition, monthly and
quarterly business reviews (MBRs and
QBRs) were conducted to assess the
team’s progress and performance on a
regular basis.
In addition to the key benefits mentioned
above, the Infosys BPM team introduced
the client to best practices that it
developed over time working on other
projects. The team provided the client with
a comprehensive view of its commitments
on SLAs with customers. As an added
advantage, this engagement allowed
the client’s SMEs to shift their focus from
mundane activities to more productive and
crucial tasks.
The highlight of this engagement was
accuracy with speed. Infosys BPM’s
commitment and achievements were
succinctly described by one of the
client’s stakeholders as a “Life Line.” This
engagement reinforces Infosys BPM’s core
principle of “Client Value”, an aim to surpass
client expectations consistently.
The team made use of the client’s CLM (contract lifecycle management) tool across all of its data capture and processing activities.
Multi-location team of
lawyers:
Infosys BPM set up a dedicated
team of lawyers with deep
experience in contract
management. They supported
the client from two offshore
locations—India and Manila,
Philippines. The multi-location
team allowed Infosys BPM to
support more effectively, by
making one of the teams a
backup for the other.
Drawing from expertise:
The team was sourced from
other long-term legal projects
within Infosys BPM. This enabled
the centre to draw from the
aggregated expertise of the
members.
Training:
Infosys conducted mandatory
training for the associates
involved in the project to further
ensure that their productivity
exceeds expectations.
Stringent selection process:
The associates went through a
thorough evaluation process by
both Infosys BPM and the client
before they were inducted into
the project.
© 2020 Infosys Limited, Bengaluru, India. All Rights Reserved. Infosys believes the information in this document is accurate as of its publication date; such information is subject to change without notice.
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