Executive Summary
Exclaimer, the global leader in email signature management, struggled with data inaccuracies on their sales quotes. This core issue was compounded by the fact that customers couldn’t correct this data themselves, which led to manual back-and-forth, payment delays, and a less-than-ideal customer experience.
By implementing Docomotion, Exclaimer transformed its document generation process. The platform’s seamless Salesforce integration, data write-back functionality, and e-Signature capabilities empowered Exclaimer to dramatically improve efficiency and accuracy. The results were outstanding: invoice accuracy increased to 99.5%, the number of reissued invoices plummeted from over 500 per month to under 100, and related support tickets were reduced by 40%.
The Challenge: Manual Processes and Inaccurate Data
Before Docomotion, Exclaimer managed document creation with Salesforce’s out-of-the-box quote templates. This workflow was a source of inefficiency and frustration for both its sales team and its customers.
Emma Henderson, Salesforce Administrator at Exclaimer, explained that the team would save quotes as PDFs and email them outside of the Salesforce environment. Not only was this process cumbersome, but it also meant other users had no visibility into what had been sent.
This process created several critical pain points:
- Customer Data Inaccuracy: Prospects couldn’t correct inaccurate information directly on their quotes. Any error, if not caught, would cascade down to the final invoice, leading to payment delays.
- Manual Rework for Sales: The biggest issue was the lack of customer data validation, as every correction had to be handled manually by a sales rep who then had to issue another PDF.
- Inefficient Quote Acceptance: Customers could not accept quotes electronically, making the process harder and less efficient.
The business impact was clear: Exclaimer needed to streamline its process to eliminate the frustrating cycle of manual corrections, reduce billing errors, and ultimately deliver a smoother, more professional customer experience.
The Solution: Interactive Documents with Salesforce Write-Back
Exclaimer sought a document generation solution to solve its data correction challenges. While they didn’t run a formal proof of concept, their evaluation of alternatives made the choice clear.
Henderson noted that Docomotion stood out for its data validation and write-back capabilities. This feature was the key to solving their biggest pain point—empowering customers to correct their own information and have it sync automatically with Salesforce, eliminating manual intervention.
According to Henderson, the implementation experience was exceptionally positive. She described the Docomotion CSM team as incredibly responsive and helpful. While Exclaimer faced some internal challenges around user permissions and customization needs, Henderson noted that these were always addressed quickly by the Docomotion team, who even released new product features that proved beneficial. This proactive support and clear online documentation made onboarding simple and ensured user adoption was both quick and easy.
The Results: Tangible Gains in Business Efficiency and Accuracy
Since integrating Docomotion, Exclaimer generates critical documents like Quotes and Account Data Validation forms directly within Salesforce. The platform’s most valuable features have been its fillable fields, e-Signature capabilities, and robust automation.
The impact on the business has been profound and measurable.
- Stunning Accuracy Gains: Invoice accuracy increased from 98% to over 99.5% across an average of 27,000 invoices per month.
- Drastic Reduction in Rework: Reissued invoices dropped from over 500 per month to under 100 per month—an improvement of over 80%.
- Fewer Support Tickets: Since using Docomotion, there has been a 40% reduction in support tickets for specific reasons that Docomotion helped address, such as wrong user count, wrong reseller, and missing PO numbers.
- Improved Internal Workflows: The sales team now enjoys a smoother process for issuing quotes and storing signed documents within Salesforce. Henderson also highlighted the “great flexibility” of referencing Docomotion’s functionality directly in Salesforce Flows, making the solution incredibly adaptable.
- Streamlined Customer Experience: Henderson stated that Docomotion has made their customer interactions much smoother, giving customers an easier process for accepting quotes and greater ownership in ensuring their key data is accurate in Salesforce.
The solution is also used to automate renewal communications. This gives customers clear visibility into upcoming renewals, where they can review, update details, and sign paperwork without needing a representative.
“Docomotion has transformed the way we manage quotes and renewals. Customers can now easily review, correct, and sign documents, while our team benefits from streamlined workflows and improved data accuracy. The flexibility and seamless integration with Salesforce have made it an invaluable tool for our business.”
— Emma Henderson, Salesforce Administrator, Exclaimer
Future Plans
With such a successful implementation, Exclaimer plans to further leverage Docomotion’s capabilities. Looking ahead, Henderson said that Exclaimer will likely expand the number of fields customers can validate to further improve data accuracy. She also noted the great support from the CSM and Product team at Docomotion, who have been brilliant at helping to ensure their setup is working as expected.
