39% More Customers Served: How AI Moves Agreements Forward
Frustrating delays and bureaucratic hurdles can make building lasting customer loyalty feel infeasible, even for exceptional CX teams. A clunky, disconnected agreement process both frustrates buyers and costs businesses a staggering $2 trillion in global economic value annually opens in a new tab.
But organizations leveraging AI and automated agreement workflows are finding a streamlined way forward.
Over the last three years, we’ve partnered with Deloitte to better understand how modern agreement management affects organizations. We’ve looked at factors such as administrative impact, team benefits, and ROI implications. For CX teams, our latest study revealed that deploying AI and automated workflows fundamentally shifts the customer journey.
Additionally, the choice of agreement platform is a critical differentiator in driving loyalty. The widening gap in benefit realization between companies using point solutions and those using end-to-end platforms proves that moving up the AI maturity scale is the ultimate force multiplier. By leveraging advanced capabilities, CX teams moved 39% more customers through the agreement process, driving growth, greater operational efficiency, and stronger customer relationships.
“Automated workflows and AI can instantly flag risky clauses, track deadlines, route contracts to the right people, and reduce back-and-forth emails. This not only improves internal efficiency but also creates a better digital experience for clients and partners by ensuring transparency, speed, and consistency.”
- Customer Experience C-Suite leader in technology and software
Here’s how modern agreement management can transform your customer journey and turn frustrating delays into lasting relationships.
The cost of poor agreement management
A smooth agreement process means faster service and stronger customer relationships. But a nonexistent or disconnected one? That leads straight to frustration, abandoned onboarding, and lost customers.
When teams rely on outdated systems, they face a cascade of hidden issues:
Friction and unnecessary delays in the customer journey
Manual processes and disconnected workflows
Slow, cumbersome digital experiences
Deteriorated customer relationships and trust
Massive administrative hurdles when updating information across thousands of partners
The AI advantage by the numbers
When CX teams implement smart agreement management, efficiency emerges, both internally and externally. In fact, last year’s study opens in a new tab revealed that teams that implemented smart agreement management reported the following:
54% better issue resolution: Advanced solution users were 54% more likely to report outperforming their customer support and issue resolution goals.
Higher support success: 83% of CX leaders credited smart agreement management with helping achieve their customer support and digital self-service goals.
2x performance: Organizations with advanced solutions are twice as likely to outperform their peers in digital and self-service experience goals.
As AI implementation and maturity continue, such as moving from prompts to AI agents and automated workflows, these advantages compound. The latest data shows these additional benefits:
39% more customers served: The volume of customers successfully moved through the agreement process using AI and automated workflows.
45% time savings: The average time teams saved after adopting automated tools, with the most significant gains happening during review and risk evaluation.
Reduced abandonment: The abandonment rate declined from 35% to 32% after teams automated their workflows.
A new operating model: Smooth, frictionless agreement journeys
Agreement AI optimizes the entire customer-facing agreement journey, closing critical retention gaps while preserving user trust. This intelligent workflow infrastructure introduces a modernized customer experience built on:
Conditional workflows & shortened cycles: Automated routing reduces back-and-forth emails, ensures contracts instantly get to the right parties, and dramatically increases transparency.
AI-driven personalization: Leveraging AI to pre-populate terms based on customer profiles removes manual data-entry friction and creates a highly user-friendly digital engagement.
Agile ecosystem synchronization: True visibility allows teams to adapt to market changes in hours rather than weeks.
“Universal updates across all 7,000 partners used to take weeks of manual updates; now, this effort only takes a few hours because we can quickly find the impact of contracts in our tool.”
- Customer Experience Leader at an automotive company
The agreement tools that set high performers apart
With advanced agreement management platforms, CX professionals can stop chasing down signatures and start focusing on delivering customer value. In fact, 77% of high-performing organizations say advanced agreement management helped them exceed their broader business goals.
By implementing advanced tools and AI, teams optimize the entire customer-facing journey. Here’s how modern teams are pulling ahead:
1. Automated workflows: Setting up conditional routing ensures contracts instantly get to the right people. This drastically shortens turnaround times between parties and increases transparency across the board.
2. AI-driven personalization: Leveraging AI to pre-populate agreement terms based on specific customer profiles removes friction and creates a highly user-friendly digital engagement.
3. Centralized visibility: Instead of spending weeks manually tracking down and updating clauses across thousands of partners, intelligent discovery tools allow teams to evaluate contract impact in just a few hours.
Customer satisfaction starts with smarter agreements
Advanced agreement management solutions do more than just digitize paperwork. They reduce friction, provide actionable insights, and automate tedious tasks to keep your customers moving forward.