Docusign

The challenge for Docusign

Overcoming fragmented systems to establish financial rigor and project control

Prior to partnering with Certinia, Docusign relied on custom homegrown tools that struggled to scale alongside rapid enterprise growth. This fragmented setup created operational gaps and slowed professional services.

Their primary pain points were:

• Tool limitations: Docusign relied on isolated custom-built systems that lacked the framework needed to support its expanding professional services organization.
• Financial rigor deficit: Ongoing growth created a need to instill strict financial rigor and automated auditability across ProServe financials.
• Fragmented project visibility: Operating without a centralized system made it difficult for delivery teams to schedule resources and track timelines.
• Inconsistent project data: Teams had to turn to various colleagues across different departments to manually piece together critical project details.
• Elevated operational tax: Manual financial workflows increased the risk of billing discrepancies, leading to delayed collections and higher volumes of customer inquiries.

Docusign recognized the critical need to resolve operational constraints and eliminate the manual tax. Leveraging Certinia PS Cloud and Billing Central, they can now build a unified, modern system capable of scaling its professional services business.

How Certinia helps Docusign

Deploying Certinia to streamline project delivery, resource utilization, and automated billing

By integrating PS Cloud and Billing Central, Docusign eliminated operational data gaps entirely. This unified system provides automated, end-to-end management from the initial customer agreement through final invoice execution. As a result, Docusign gained the visibility required to accelerate revenue recognition, optimize resource tracking, and scale efficiently.

Outgrowing homegrown approaches 

With platforms linked within their Salesforce environment, Docusign can now plan and manage complex projects in a structured manner. This modern system removes the strategic costs and streamlines delivery processes  from day one.

Streamlining resource scheduling 

By managing all delivery teams and active engagements in a single system, divisions can collaborate. Furthermore, early visibility into pipeline deals allows teams to deploy resources faster, helping satisfy clients.

Establishing a single source of truth

 Rather than forcing staff to cross-departmentally find details and put together disconnected records, the professional services organization operates from unified data. This transparent visibility empowers leadership to make confident, strategic decisions without dealing with manual tax.

Accelerating billing and partner growth

 Docusign established a partner ecosystem that expanded its international presence and directly drove professional services revenue growth. Integrating Billing Central with Docusign CLM allows the company to accommodate global partners and process invoices 98% faster.

Certinia's impact on Docusign

• Docusign process invoices 98% faster while dramatically reducing collections delays.
• Has immediate access to 24/7 operational insights, ensuring the entire enterprise makes decisions with absolute clarity.
• Cross-functional departments, analytics teams, and finance executives can now track expenses, partner performance, and client satisfaction metrics.