KORE Streamlines Quote-to-Cash and Order Fulfillment Processes Using Docusign CLM

Just a few decades ago, the idea that you could remotely feed your cat or water your plants from half the world away seemed like science fiction. Today, the Internet of Things (IoT) is everywhere—transforming the way we live, work and interact with one another. 

While IoT use cases are growing by the day, global connectivity remains a big challenge. That’s where KORE comes in, an IoT Enabler. The Connectivity-as-a-Service leader provides a one-stop shop for simplified IoT deployments—managing over 14 million connected devices for customers worldwide. At the center of it all are contracts—thousands and thousands of contracts. 

In the past, creating and executing those contracts involved a lot of people, tasks and disconnected systems. With Docusign, KORE resolved its own connectivity challenge—and, in the process, designed streamlined workflows that eliminated loads of manual work.

Closing the contract gap with CLM

About halfway through her decade-long tenure at KORE, Nicki Brock, Director of Enterprise Applications, was presented with a challenge: close gaps in the company’s quote-to-contract process that were causing deal delays and internal strain. Over the years, KORE automated critical pieces in its sales stack using Salesforce CPQ and Docusign eSignature. But everything before and after the signature still required a lot of human touch. 

“We were getting pricing from one place, signatures from another—and we had an entire resource devoted to creating contracts outside of those systems,” said Brock. When searching for a way to connect the digital dots, Brock found the solution at a Salesforce World Tour event. “I saw a demo of Docusign CLM and thought: Wow, this is exactly what we need,” she said. 

By bringing Salesforce CPQ and Docusign CLM together in an integrated workflow, KORE made it possible for internal teams to automatically generate proposals and contracts with a single click. After quotes are built in CPQ, they’re automatically brought over into CLM templates—so sales users can guide deals through to signing with greater accuracy and efficiency. The contract team does a quick quality control check, and standard contracts are out the door in less than an hour. 

“Legal has really appreciated the streamlined redlining and version control,” said Brock. Before CLM, the process of managing reviews, edits, versions and approvals was complex and time consuming. Now, everything is tracked centrally—with a complete audit trail of who did what and when—enabling faster contract reviews. Turnaround time has improved by over 95% as a result.

Once deals have made it through the final stretch, contracts are accessible through Salesforce. According to Brock, having contract visibility in Salesforce has been “super useful” for the sales team—especially when accounts change owners or when reps need to review past deals or current pipeline for quarterly business reviews. “It’s just made their lives so much easier,” she said. Meanwhile, Legal appreciates having the contracts securely stored and accessible from where they work—in CLM.

Powering paperless initiatives across the company

Docusign CLM isn’t only speeding up KORE’s contract process. The company is also tapping its workflow capabilities to streamline other processes, including order fulfillment, as part of its Paperless KORE initiative. For example, when a customer orders SIM Cards or Hardware through KORE, a workflow is automatically triggered for the order fulfillment team in CLM.

KORE is also using CLM’s task group functionality to make it easy for employees to route tasks to other teams right from their tablets. If a certain part is out of stock, for instance, the team member can kick off a new workflow for the purchasing team. “This was all done with paper before: Someone would print out the e-order and hand it off to the order fulfillment team who would walk through the process,” said Brock. “By digitising this with CLM, we’re saving a ridiculous amount of time while creating a frictionless user experience.” Now, KORE can measure the amount of time an order takes from start to finish—and team to team—to continuously improve performance.

Thinking beyond the contract

The success of any digital initiative Brock leads is deeply important to her on both a professional and personal level. “The big piece for me is that people like working with me and my team because they know we’re very innovative and will get things done,” she said. 

When it comes to Docusign, she knows they’ve only scratched the surface of what’s possible. “After the first Paperless KORE project there was this excitement across the team like we can do whatever we want,” she said. “I’m excited to see what else we’ll be able to do with Docusign.”