Case Study

Why this Insurance Company Stuck With ContractSafe Through Every Renewal

Impact at a glance

Here’s how this insurance carrier’s operations improved after implementing ContractSafe.

800+

Active vendor and partner agreements managed in ContractSafe

10/10

Net Promoter Score (NPS)

The Challenge

Surprise price escalations buried in contracts nobody was watching

From the inside, insurance is largely an IT business, built on a dense network of technology vendors, service providers, and data partners. Every one of those relationships is governed by a contract with its own renewal terms, escalation clauses, and service commitments. Keeping eyes on all of them is exactly the kind of work that falls through the cracks when no one owns the system.

Matt, the company’s Associate General Counsel, watched the new Chief Information Officer join and immediately flag the contract-management problem. The CIO wanted a system that would keep the team ahead of renewals and escalations rather than reacting to them, and Matt was the one tasked with finding it.

“We needed a system to get ahead of surprise price escalations and auto-renewals buried in contracts nobody was watching. ContractSafe gave us that visibility on day one.”

— Matt, Associate General Counsel

Matt had been through full-scale CLM implementations before. He knew what most vendors ask for: a multi-year commitment to a fully featured platform, priced on the assumption that a dedicated implementation team will stand it up from day one. That model doesn’t fit a small legal team trying to make a risk-management case to leadership. The company needed a CLM that could start small, prove its value fast, and grow with usage. Most platforms couldn’t do that. ContractSafe could.

ContractSafe's Solution

Start at the lowest tier. Scale up when it makes sense.

ContractSafe’s tiered pricing was the difference between getting the platform approved and not. The company started at the entry tier, focused the initial rollout on centralizing vendor agreements, and has upgraded with every renewal as usage has expanded.

“ContractSafe lets you start at a tier that works for your organization and grow into more features over time. Most CLMs force you to buy everything on day one. ContractSafe doesn’t. That’s the only reason we got the platform approved.”

— Matt, Associate General Counsel

The company has enabled single sign-on and configured folder-level access so each department sees only the contracts relevant to its work. The marketing team, for example, sees only the roughly 50 agreements tied to marketing vendors, not the full 800+ in the system. People outside legal now own their own vendor relationships, answer their own questions, and route fewer requests back to the legal team.

“ContractSafe lets us give each department access to only the contracts relevant to their work. Our marketing team sees their 50 vendor agreements instead of all 800. They actually engage with it. That’s what makes a CLM work across a company.”

— Matt, Associate General Counsel

Rollout & Results:
A platform that earned its renewal every year

“Definitely go with ContractSafe. It just works. Like Apple, it does what it’s supposed to do, every time. That’s what you want from a CLM.”

— Matt, Associate General Counsel

One searchable home for every vendor agreement

800+ vendor and partner agreements now live in a single system with consistent tagging, clear ownership, and the right access for the people who need it.

Self-service adoption across the entire company

Matt owns the ContractSafe platform internally and rarely gets called on by other teams. When non-legal staff need a contract, they log in, find it, and move on. Contract management has shifted from “something for legal to handle” to something teams manage themselves.

Tier upgrades that track real value

The tiered adoption model that worked on day one keeps working. The company has expanded into intake forms, advanced workflows, and broader feature usage with every annual renewal. Each upgrade has been easy to justify because the prior tier had already earned its keep.

Vendor stability that other software companies can’t match

Matt has watched other software vendors get acquired and rebranded so many times he’s lost track of who he’s paying. ContractSafe has stayed the same company with the same product and the same commitment throughout the engagement.

Customer support that moves fast when it matters

On the rare occasions Matt has needed ContractSafe’s support team, the response has been immediate and hands-on. In one instance, a misconfigured form was diagnosed and resolved the same day.

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“We wanted something that was easy-to-use, that was the most important thing that we were looking for. We’ve chosen the right platform with ContractSafe and we’ve gotten a lot of compliments. Whenever you roll out any new program, you expect some constructive criticism but all we’ve gotten are kudos.”

"ContractSafe has been an amazing enabler, helping us automate other processes and level up our ability to manage an increasing volume of highly custom customer engagements."

"ContractSafe has been a lifesaver to our company. We finally have a central location to store and keep track of our contracts. Uploading documents is a simple process and the search feature is a lifesaver. Everything is organized and easy to find, and the renewal reminders help us keep on top of any upcoming expiring contracts. Their customer support is excellent.