The sophistication and popularity of contract management services platforms continue to grow, but they are still plagued by end-user dissatisfaction and low adoption rates that undermine their value. A persistent phenomenon is at play here.
Systems of contract management services are sophisticated technologies that support highly dynamic processes. A wide variety of use cases can be accommodated, starting from the most basic repositories to the most complex end-to-end workflows that integrate automated contract generation, workflow automation, playbooks, enterprise integrations, and advanced analytics.
Contract management software implementation is a complex endeavor - even for relatively simple offerings. It's not an out-of-the-box solution, as it requires customization to various degrees. The reason for dissatisfaction is often attributed to implementation failures after purchase.
The origins of end-user dissatisfaction can begin to emerge as far back as the initial planning and discovery phases, although implementation management challenges can certainly have an impact on implementation results.
In order to maximize CLM implementation, expand usage and user satisfaction, and enhance ROI, it is important to:
- Understand your requirements and constraints in-depth
- Engage stakeholders and integrate attorneys into the CLM implementation
- Pay close attention to end-user experiences (both legal and business)
- Make sure that rigorous change management protocols are followed beginning with requirements gathering and continuing through selection, testing, customizations, implementation, rollout, and beyond
- Implement rollout techniques that establish quick wins and build an engagement plan
- Remember that implementing the wrong technology solution could be disastrous.