Failing to meet service-level agreements (SLAs) because managers weren’t fully aware of them not only had a negative financial impact on the company but had the potential to erode client relationships as well. The professional services company needed a better way to monitor and manage thousands of obligations. Business leaders believed the best way to build value with a contract management system was to centralize core contracting functions at the corporate level while still empowering the individuals in the field who were closest to the customer.

In close collaboration with Icertis, Cognizant was able to structure the system to reduce administrative overhead for employees and improve service delivery while still leveraging the ICI platform to gather actionable data from the field. Frank Marty, Global Head of Contract Lifecycle & Risk Management, puts it this way:

“We wanted a system that empowered the individuals who interact with our customers to improve the delivery of our services. That was our guiding principle. “

By using the ICI platform to transform a paper-based system, the company can easily scale to meet the demands of their rapidly growing client base.