Konecta Optimises Global Contract Management and Achieves Complete Traceability with Docusign CLM
Solution impact
Products used
The Challenge: Fragmented Management That Slows Down Global Operations
Konecta is a global giant in BPO (Business Process Outsourcing) and customer experience management (CX), with over 120,000 employees spread across 26 countries and operating in more than 30 languages. As a leader in end-to-end solutions covering the entire customer lifecycle with an integrated omnichannel and digital offering, the company is engaged in an ambitious growth strategy centred on AI and digital transformation. To support this scale and complexity, Konecta needed a contract management platform that provided total control and efficiency in each region.
Before implementing Docusign CLM, Konecta was dealing with disorganised and inefficient contract management. The process relied heavily on email for reviews, which hindered traceability and caused frustration. Although there was a repository for signed contracts, it was inefficient for searching and locating specific agreements.
The Konecta team described the problem:
"We were coming from a complicated contract management... it was very difficult to have traceability of the management of those contracts. We had thousands of agreements, and if we needed to find a specific contract for a client, it was hard to locate it."
The absence of a centralised system directly impacted the speed of business operations and legal compliance. Konecta needed a platform that would not only organise documents, but also automate the entire contractual lifecycle on a global scale.
The Solution: Docusign CLM
Konecta chose Docusign CLM for two main reasons: its seamless integration with Docusign eSignature (which was already a global standard in the company) and the promise of automating its key work processes: contracts with clients, suppliers, and intercompany agreements (intercompany).
The implementation was fundamentally supported by the Docusign Professional Services team. Konecta especially valued this collaboration. The Konecta team, in fact, highlighted the quality of the support:
The relationship with the Docusign implementation team has been excellent. They are super agile and have always been there for us whenever we needed them, showing a very good integration with our team.
Thanks to this collaboration, Konecta was able to adapt and customise Docusign CLM including crucial Features such as task prioritisation (or priority indicators), which allowed the legal department to adjust its response times to internal criteria.
The Results: Speed, Control and Total Traceability
The implementation of Docusign CLM has transformed Konecta's contract management, providing unprecedented operational efficiency and control.
The legal team of Konecta achieved centralised management and managed to consolidate different steps that were previously dispersed. The platform has enabled the automation of workflows to streamline the review and signing processes, eliminating frustrating email chains.
Another fundamental benefit is complete traceability: Konecta can now track everything that happens in the contract, which allows demonstrating the times and actions taken, a crucial factor for regulatory compliance. In addition, the optimal and centralised registry enables quick and efficient searches, fully resolving the issue of document location. The head of organisation and procedures confirms the progress:
"Legal advice now appreciates logging into CLM and having their task board, all organised, and knowing exactly what they need to do. We have made significant progress in terms of time."
Looking to the Future: Priority on Expansion to 26 Countries and AI Support
The main goal of Konecta for the future is to guide its 26 countries through the three phases of Docusign CLM adoption (migration, contract upload, and complete workflows). This expansion is the key to their strategy, as it will allow them to centralise all contract management and gain full visibility of what is happening in each of their regions.
To accelerate this mass deployment, Konecta aims to leverage the future capabilities of Docusign, such as bulk contract uploading along with Artificial Intelligence (AI), automatic attribute extraction and multilingual document management.
The ultimate goal is clear: to simplify the work of the global team and ensure that all 26 countries operate under a unified compliance and efficiency system, all thanks to the Docusign CLM.