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Leveraging Legal Tech for Customer Success Teams - AppLearn Case Study

Leveraging Legal Tech for Customer Success Teams - AppLearn Case Study

Summize
January 11, 2022

About AppLearn

AppLearn is a digital adoption platform, providing clarity and value to enterprise software. They have become most well-known for user analytics and experience mining. With customers in over one hundred countries, their most notable clients include Electrolux, Capita and Cushman & Wakefield.  

AppLearn is based in Manchester City Centre, and currently, they have over seventy employees and are experiencing a period of rapid growth.

The Challenge

  1. Take on a contracting solution to support the business through a period of high growth.
  1. Reduce the amount of time Customer Success spend searching for contractual information.
  1. Improve visibility of key dates and notice periods.

Results  

  • Operational awareness of contracts for the Customer Success team with detailed insights into key information.
  • Enabled an intuitive approach to key dates.
  • Implemented a contract solution that grows as the business continues to develop.

Overview  

A market-leading digital adoption platform, AppLearn was ranked in the Top 100 list of the UK's high-growth businesses in 2019. To support this period of significant growth, AppLearn needed an affordable solution to help manage its customer and supplier contracts. The Customer Success team manually tracked notice periods, break clauses, and terminations before deciding to bring in a contract solution.

AppLearn wanted to partner with a business that would help structure its current contract processes. They required a low cost and easy-to-use contract management system to mitigate any potential risk when recording key clauses like payment terms, notice periods and break conditions. If these had been recorded incorrectly, the business could have faced complications and losses, making it vital to fix.  

In 2019, they discovered Summize and utilised the software for contract management purposes. The set-up process was made easy as the Summize software automatically stores key dates and clauses for the user, meaning information is always one click away. Summize enabled AppLearn to efficiently manage all its business contracts by providing several flexible and intuitive features.  

AppLearn's Customer Success team can now focus on providing improved onboarding for AppLearn's clients rather than searching hundreds of contracts.  

Contract Management for the Customer Success Team

Before

The period of high growth meant an increase in the volume of contracts for AppLearn. Responsibility for these contracts fell on the Customer Success team, meaning due diligence projects or reviews would have taken up too much of the team's time without an effective contract management system.

Katy Batley, Head of Customer Success at AppLearn, stated that "with a lot of working contracts in the system, finding relevant information was often time-consuming and difficult. We wanted quick insights to client contracts and a system that would enable cross-departmental collaboration".  

After

Partnering with Summize has allowed AppLearn to gain an "operational awareness of contracts across the whole business".  

Due to Summize's ability to search through hundreds of client contracts to find key dates and clauses, the team have "comprehensive knowledge of all contracts". Summize's contract solution also provides Customer Success with a robust contract repository, benefiting the whole business. The Customer Success Team now has all the information that they need "at their fingertips".  

The team is capitalising on the knowledge and insight into contractual information. They have also enabled the countdown feature in the key dates calendar, informing them of upcoming notice periods and key dates. The erudition of key information means AppLearn are "proactive when it comes to contracts, and client onboarding is more efficient".

About the Author

Summize
Summize
Summize makes contract review, creation, and management easy for legal teams, wherever they work. Made up of tech experts and legal professionals, Summize is here to provide you with the best and most up to date information.
LinkedIn IconThe Law Society LogoOther Articles
By
January 11, 2022

About AppLearn

AppLearn is a digital adoption platform, providing clarity and value to enterprise software. They have become most well-known for user analytics and experience mining. With customers in over one hundred countries, their most notable clients include Electrolux, Capita and Cushman & Wakefield.  

AppLearn is based in Manchester City Centre, and currently, they have over seventy employees and are experiencing a period of rapid growth.

The Challenge

  1. Take on a contracting solution to support the business through a period of high growth.
  1. Reduce the amount of time Customer Success spend searching for contractual information.
  1. Improve visibility of key dates and notice periods.

Results  

  • Operational awareness of contracts for the Customer Success team with detailed insights into key information.
  • Enabled an intuitive approach to key dates.
  • Implemented a contract solution that grows as the business continues to develop.

Overview  

A market-leading digital adoption platform, AppLearn was ranked in the Top 100 list of the UK's high-growth businesses in 2019. To support this period of significant growth, AppLearn needed an affordable solution to help manage its customer and supplier contracts. The Customer Success team manually tracked notice periods, break clauses, and terminations before deciding to bring in a contract solution.

AppLearn wanted to partner with a business that would help structure its current contract processes. They required a low cost and easy-to-use contract management system to mitigate any potential risk when recording key clauses like payment terms, notice periods and break conditions. If these had been recorded incorrectly, the business could have faced complications and losses, making it vital to fix.  

In 2019, they discovered Summize and utilised the software for contract management purposes. The set-up process was made easy as the Summize software automatically stores key dates and clauses for the user, meaning information is always one click away. Summize enabled AppLearn to efficiently manage all its business contracts by providing several flexible and intuitive features.  

AppLearn's Customer Success team can now focus on providing improved onboarding for AppLearn's clients rather than searching hundreds of contracts.  

Contract Management for the Customer Success Team

Before

The period of high growth meant an increase in the volume of contracts for AppLearn. Responsibility for these contracts fell on the Customer Success team, meaning due diligence projects or reviews would have taken up too much of the team's time without an effective contract management system.

Katy Batley, Head of Customer Success at AppLearn, stated that "with a lot of working contracts in the system, finding relevant information was often time-consuming and difficult. We wanted quick insights to client contracts and a system that would enable cross-departmental collaboration".  

After

Partnering with Summize has allowed AppLearn to gain an "operational awareness of contracts across the whole business".  

Due to Summize's ability to search through hundreds of client contracts to find key dates and clauses, the team have "comprehensive knowledge of all contracts". Summize's contract solution also provides Customer Success with a robust contract repository, benefiting the whole business. The Customer Success Team now has all the information that they need "at their fingertips".  

The team is capitalising on the knowledge and insight into contractual information. They have also enabled the countdown feature in the key dates calendar, informing them of upcoming notice periods and key dates. The erudition of key information means AppLearn are "proactive when it comes to contracts, and client onboarding is more efficient".

About the Author

Summize
Summize
Summize makes contract review, creation, and management easy for legal teams, wherever they work. Made up of tech experts and legal professionals, Summize is here to provide you with the best and most up to date information.
See more about the author
LinkedIn IconThe Law Society LogoOther Articles

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