82%Faster agreement process
10 hrsSaved per week for the Orbitz legal team
85%Adoption in the first year
Orbitz has always prided itself on offering aggressive deals for a wide range of travel services, and the Orbitz Global Hotel Services sales team plays a particularly important role in making this possible. This department manages the Orbitz hotel network and works with existing hotel partners on promotion and merchandising opportunities to ensure that customers are always getting the best deals possible. They also focus on expanding the network, and frequently work on bringing new hotels to the Orbitz platform. But this critical team was using manual, paper-based workflows to manage their partner agreements, which was slowing them down.
When a new hotel entered into an agreement with Orbitz, they had to fill out and sign a sales contract, called a Hotel Participation Agreement (HPA). Completing these forms was a labourious process that required printing, faxing, scanning, emailing and overnighting documents. This resulted in a tremendous amount of inefficiencies for both the hotel services sales team and their partners. “We knew there was a better way,” said Peggy Bianco, Group Vice President of Orbitz’s Global Hotel Services.
Bianco set out to rethink the entire sales process, and chose DocuSign eSignature for Salesforce because it could easily integrate with Orbitz’s existing systems. “We examined a couple of the leading solutions, but when we saw how seamlessly DocuSign works with Salesforce, it made the decision easy,” said Bianco. DocuSign eSignature for Salesforce automated the HPA process, resulting in fewer errors, more contracts signed, better customer satisfaction and growth for the business.
Automated partner agreements with DocuSign eSignature for Salesforce
Before partnering with DocuSign, the Orbitz sales team was already using Salesforce but needed to digitise the manual processes associated with completing HPAs.
With DocuSign eSignature for Salesforce, hotel contracts are now created using DocuSign PowerForms, and customer data is automatically pulled from Salesforce into the document. Previously, there were about ten fields in a HPA contract that hotel partners had to fill out manually before sending it back. But with the DocuSign eSignature for Salesforce integration, no manual data entry is required, which has eliminated errors and saves Orbitz’s legal team about 10 hours per week.
“DocuSign has the most robust approach to form fields,” says Bianco. “Since DocuSign is synced with Salesforce and our contract lifecycle management tool, hotels don’t have to complete all of the fields in a HPA. The information is already in the document.”
Creating ease and speed with DocuSign integration
With DocuSign eSignature for Salesforce, Orbitz sales reps now complete the agreement process 82% faster, giving them more time to focus on signing new hotels and expanding programs with existing hotels.
The integrated DocuSign eSignature and Salesforce solution also gives Orbitz greater visibility into the sales process. With paper contracts, it was difficult to track how many contracts had been sent out and where they were in the agreement process. DocuSign provides status visibility so Orbitz can track all contracts in real-time. “It’s important to know what’s in the pipeline so we can better forecast our business, understand what’s coming up next and where we want to focus our efforts,” said Bianco.
According to Bianco, implementing DocuSign eSignature was a straightforward process, and only required a single business analyst rather than an entire development team. Orbitz’s teams also adopted eSignature quickly: Less than a year after the rollout, Orbitz was closing about 85% of hotel contracts with eSignature. In fact, Orbitz now uses eSignature in all of its global hotel sales operations, automating agreements in more than 90 countries and in 17 different languages.
“We are very happy with DocuSign,” said Bianco. “We think we are just beginning to scratch the surface of ways that DocuSign can add value to our business.”