Vizient Eliminated 600 Hours of Contract Reworking by Streamlining Its Icertis Workflows & Reducing User Errors

Vizient’s complex contract workflows led to frequent user errors and significant delays in execution. To streamline operations and reduce legal overhead, Vizient turned to Whatfix. By embedding performance support directly into its systems, Vizient eliminated contract overwriting errors, accelerated employee task completion, and freed up over 600 hours annually for its legal admin team.

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By the numbers

The Whatfix Difference

93%
Reduction in end-user contract errors, eliminating the burden on its legal admin team and contract reworkings.
618
Hours saved for the admin team in H1 2025 by addressing L1 support queries with in-app guidance.
2.3x
Faster contract cycle times, accelerating average contract execution from 33.5 to 14 days.
"What started as a simple 'point & click' & how-to exercise has transformed into a growth partnership. Whatfix helps us ensure compliance across contract start and end dates with in-app guidance & interactive smart triggers, thereby saving us a tremendous amount of rework, avoiding contract delays and boosting user experience."
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Tracy Jones, Director of Contract Services at Vizient.
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The Vizient Challenge

Complex Icertis Processes Led to High-Risk Contract Issues, Disrupted Workflows, and Extended Contract Execution Times

Vizient, the largest member-driven healthcare performance improvement company in the United States, provides innovative, data-driven solutions to healthcare organizations to enhance operational performance and deliver exceptional patient care.

Operating in a complex and heavily regulated industry, Vizient recognized the critical need for seamless, error-free contract management processes. While Vizient had invested in the technology to power its contract transformation in Icertis CLM, it faced new challenges in end-user training and support to govern its contract processes and tasks. End-users mistakenly uploaded supporting contract documents in the ‚Upload Agreement‘ field, which was intended solely for primary contracts.

This error led to:

  • Overwritten contract versioning that disrupted CLM workflows.
  • Increased contract revision and correction workload to restore document integrity.
  • Extended contract execution times.
  • Heightened compliance risks that jeopardized operational efficiency and brand reputation.

On average, Vizient encountered five critical contract errors per month, each requiring 10 hours of rework and costing over 600 hours annually to correct. This inefficiency hindered Vizient’s ability to achieve its contract transformation goals and resulted in downstream risks like brand reputation risk and potential customer churn due to poor experience.

The Solution

Guided Experiences and Embedded Support for Frictionless Contract Management Workflows

To address these challenges, Vizient implemented the Whatfix Digital Adoption Platform (DAP) to create a frictionless, user-friendly experience for its Icertis end-users in its legal and procurement functions. As the official digital adoption partner of Icertis, Whatfix had extensive experience implementing within complex Icertis workflows. The solution focused on providing in-app guidance and real-time support to streamline contract workflows and eliminate critical errors.

With Whatfix, Vizient was able to optimize its Icertis workflows with:

  • Custom Icertis UX Improvements to Remove Friction Points: Vizient’s Icertis admins implemented a Launcher feature that masked the ‚Upload Document‘ button when users were in the ‚Supporting Documents‘ tab. This eliminated the risk of accidental overwriting of primary contracts
  • Smart Tips and Pop-Ups: Role-based guidance using Smart Tips and Pop-Ups highlighted critical fields like contract dates, reducing errors in data entry and ensuring adherence to processes.
  • NDA Process Automation Flow: A prebuilt Flow automated manual steps in the NDA process, enhancing accuracy and saving time.
  • Integrated Icertis Workflow Documentation for Just-in-Time Support with Self Help: Whatfix integrated Vizient’s SharePoint repository directly into the Icertis UI, providing end-users with on-demand access to contract-related SOPs and documentation without switching applications.
The Results

From Risk to ROI: Protecting Contracts From Processing Delays and User Errors

By implementing Whatfix, Vizient maximized its Icertis investment, achieved its contract transformation goals, and realized measurable business outcomes:

  • Risk Mitigation: Eliminated contract overwriting errors, safeguarding its contracts in correction tasks and compliance-related risks.
  • Improved Efficiency: Reduced users errors in its contract workflow by 93%, eliminating the need for additional contract reworking and legal admin review.
  • Faster Contract Cycle Time: Accelerated end-to-end contract cycle time by 57%, reducing the average contract execution time from 33.5 days to 14 days.
  • Reduced Support Overhead: Thanks to self-help and guided workflows, the volume of L1 “How To” support questions from legal and procurement team members decreased, saving 618 hours in admin work.
  • Enhanced User Experience: Empowered end-users to navigate Icertis workflows seamlessly, improving overall adoption and satisfaction, saving over 86 hours in end-user productivity.
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Industry: Healthcare

Use Case: Performance Support

Applications: Icertis CLM

User Type: Legal & Procurement Roles

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A digital adoption platform (DAP) overlays onto other software applications that provide in-app guidance and on-demand support to users. Admins use no-code editors to create, publish, and manage in-app content such as product tours, interactive walkthroughs, smart tips, task lists, and self-help wikis that help assist and guide users through applications in real-time.

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Pricing for each product and plan is composed of a flat fee, plus user license fees. The flat fee depends on the product and plan you need. User license fees are defined based on the type of user who will access the application where Whatfix will be deployed, as further defined below:

For employee-facing applications used by your employees for internal business functions a user license is equal to the total number of users with access to such application.

For customer-facing applications used by your customers or external-facing users (partners or any other third-party) a user license is equal to the monthly active users (MAUs) with access to such applications.

What is the largest pure-play digital adoption vendor in the marketing. Explore our Compare Hub to see why Whatfix is the DAP market leader. 

Whatfix supports both web-based, mobile, and desktop (or on-premise) implementations – as well as internal use cases for employees and external use cases for customers.

For our web-based cloud offering, you just need to install our Whatfix Editor extension on Chrome or Firefox, and you are ready to get started. Our editor’s user experience is so simple that you can create interactive guides easily, with no technical dependencies or setup required.

Our mobile DAP deployment utilizes an SDK.

We also offer full support for on-premise setups. Our on-premises export version allows you to export and deploy Whatfix guides on your own web server.

You can find Whatfix DAP on all major software review websites including G2, Capterra, SoftwareAdvice, Gartner, TrustRadius, etc. We recommend starting with Whatfix reviews on G2.com, as it is the largest, most established third-party review network. With 350+ reviews, Whatfix has been named a Leader in the DAP category for 9 consecutive reports.

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…and many more – all solving their digital adoption challenges by empowering their employees, customers, and end-users with Whatfix. 

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Whatfix offers two types of user analytics: Guidance Analytics and Product Analytics.

Guidance Analytics is included for all Whatfix DAP customers. It provides engagement and usage data on your in-app content built with Whatfix. See Task List completion rates, Flow dropoffs, Smart Tip views, common Self Help queries, and more.

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