Ongoing Multilingual Contract Drafting and Negotiation; and Contract Lifecycle Management Software Consulting, Administration and Help Desk Support
Our ongoing multi-lingual contract review and management relationship with Microsoft has been so successful that it has become Microsoft’s internal Continuing Legal Education topic on how to do outsourcing the right way. Since taking over the program, Integreon has reduced the average turnaround time for legal review from three days to less than one, and the percentage of contracts reviewed within the agreed-upon turnaround time has increased from 86% to 99%. Integreon now reviews and manages approximately 20,000 procurement and sourcing contracts per annum for Microsoft, in languages that include: English, Cantonese, Farsi, French, German, Hindi, Italian, Japanese, Korean, Mandarin, Portuguese, Swedish and Turkish.
In addition, in April 2013, Integreon provided consulting support to Microsoft to assist in the identification of a new contract lifecycle management (CLM) technology platform. Integreon provided a CLM market overview and assisted in the RFP design and vendor selection process. In January 2014, Microsoft also awarded Integreon the contract for ongoing administrative support of the new CLM platform.
Today, the platform stores over 510,000 contracts and Integreon’s contract administration specialists work from three Integreon delivery centers – Fargo, North Dakota; Bristol, UK; and Mumbai, India. Integreon’s services include sending items for electronic signature via DocuSign and storing signed contracts, both newly executed and legacy, in the platform.
Integreon also runs a Contract Help Desk. The Help Desk services we provide include assistance in locating stored contracts, finding appropriate templates for new contracts, status updates for requests in progress, updates to existing contract entries, coordination with IT when users report tool related issues, and addressing the general contracting questions that requesters may have about the process or a particular contracting policy. Since Integreon took over help desk support, overall satisfaction scores have increased by 15%, and overall usefulness scores have increased by 13%, as measured through bi-annual user surveys.