Case Study: How Obligation Management Helped the IT Industry to Deliver Better Projects

Spotlight

The client is a leading IT services provider based in the USA, delivering software development, IT consulting, and managed services to a diverse client base. Handling multiple complex contracts simultaneously, they face strict deadlines and compliance requirements. Their projects demand careful management of obligations to meet client expectations and maintain operational efficiency.

Highlights

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Tasks Completed
on Time

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Increase in Client Satisfaction Scores

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Reduction in Tracking
Errors

Customer’s Speak

Mike Reynolds

Legal Operations Manager

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Managing contracts manually led to missed deadlines, compliance risks, and inefficiencies. With SharePoint Contract Management, automation streamlined workflows, reduced manual effort, and ensured compliance. Now, we focus more on clients instead of paperwork.

Challenges Faced Before Implementing CLM 365

Before implementing the system, the client faced challenges with effective obligation management, which led to missed deadlines, unclear responsibilities, and difficulty tracking contract commitments across teams.

1) Scattered Ownership

We were handling several contracts simultaneously, each with unique tasks and timelines. While the variety kept things dynamic, it was not always easy to clearly see who was responsible for each part. Every now and then, some tasks were accidentally done twice or missed, simply because it wasn’t always clear who was in charge. Once we clarified responsibilities, it became much easier to keep everything on track. This created confusion among teams and delays in meeting commitments.

2) Timeline Slippage

Meeting deadlines became difficult at times because there was no reliable way to track dates linked to each obligation. While some tasks were completed as expected, others were missed without anyone noticing. Since all due dates weren’t clearly visible in one place, managing timelines became challenging and often led to last-minute pressure.

3) Irregular Follow-ups

Follow-ups on obligations were done manually and inconsistently. Some team members were proactive, while others missed updates because there was no system in place to prompt them. These mix-ups sometimes slowed communication, but gaining clarity helped improve teamwork and client trust. Over time, it became clear that a more dependable reminder system was needed.

4) Visibility Gaps

Project managers did not have a single view of all ongoing obligations. To get updates, they often had to check multiple files or follow up with individuals. This made it harder to see which obligations were completed, which were pending, and which needed urgent attention. A lack of visibility meant that risks were sometimes noticed too late.

5) Client Concerns

When certain deliverables were delayed or lacked clarity, clients began requesting more frequent updates and clearer timelines. Although the team remained dedicated to delivering high-quality outcomes, the absence of a structured obligation tracking system made it challenging to provide timely and accurate responses. Over time, these small gaps started to impact client confidence in the overall process.

How We Solved It – The Solution

To address the challenges, the obligation management features helped the client and bought clarity, consistency, and accountability to how contractual commitments were handled across projects.

1) Centralized Tracking

All key tasks and commitments were gathered into one easy-to-use dashboard. Before this, information was spread out across emails, notes, and multiple files, which made it difficult to stay organized. By bringing everything into a single location, team members could quickly find the details they needed, reducing confusion and saving time.

2) Clear Responsibility

Each task was given to one person along with a clear deadline. This simple step helped eliminate uncertainty about who was supposed to do what and when. It made the whole team more accountable, as everyone understood their own role and could focus on completing their work without overlap or gaps.

3) Timely Reminders

Automated reminders and notifications were set up to alert team members well before deadlines approached. These reminders helped prevent tasks from being forgotten or delayed and allowed the team to plan their work better. So that everyone could work steadily and confidently toward their goals.

4) Focused Monitoring

The team used filters and prioritized views to easily spot tasks that were due soon or needed immediate attention. This helped managers and project leads easily focus on the most important tasks without feeling overwhelmed. It also made it easier for them to lend a hand to team members who needed a bit of extra support to meet their deadlines.

5) AI Enabled

The AI in CLM 365 helps users manage obligations with ease. This smart assistance helps prevent missed commitments by highlighting potential risks early and suggesting the next best steps. With AI support, the team stays proactive and confident in meeting their responsibilities.

Results & Business Impact

By adopting a focused approach for obligation management, the team saw clear and measurable improvements that positively impacted their projects and client relationships.

1) 85% of Obligations were met on time.

With clear responsibility assignments and timely reminders, almost all obligations were completed by their deadlines. This dependable performance reduced last-minute stress for the team and kept project workflows running smoothly.

2) Client Satisfaction Scores Improved by 42%.

Clients clearly noticed the improved communication and consistent delivery. By meeting commitments reliably and providing regular updates, the team built greater client confidence and strengthened lasting partnerships.

3) Internal Tracking Errors Dropped by 67%.

With smart obligation management in one central place and AI tools alerting the team to potential issues early on, errors in managing responsibilities were greatly reduced. This allowed the team to focus fully on delivering quality work rather than correcting avoidable mistakes.