Healthcare Technology Company

A leading healthcare technology company operating in the medical equipment manufacturing and technology services sector manages vendor-neutral equipment packages and clinical imaging systems for NHS trusts and hospitals throughout the United Kingdom. Their contract portfolio includes highly complex, high-value agreements worth tens to hundreds of millions over 10-25 year terms—framework agreements, call-off contracts, and extensive change control documentation that can involve 40+ amendments over a single contract's lifecycle.

The organization faced a contract management crisis. Documentation was scattered across SharePoint sites, individual OneDrive folders, and email inboxes with no standardization. When employees departed, critical contract documentation would disappear, forcing teams to request copies from customers—creating both customer embarrassment and serious compliance exposure. The contract team could not track which Contract Change Notices had been executed or determine current contract state. Manual contract review delayed urgent business decisions, sometimes requiring hours to piece together answers across hundreds of pages and multiple clauses.

Small contractual obligations carried catastrophic consequences. The team had witnessed a £20 million court loss at another organization stemming from failure to deliver an exit plan within the required six-month timeframe—"a little thing" the customer used to terminate for breach during a service dispute. Without systematic tracking of commencement obligations and expiry-related tasks, the company faced similar exposure across their portfolio of complex, long-term NHS agreements.

NHS procurement frameworks change regularly with new terms, requiring constant monitoring to ensure compliance while protecting previously negotiated positions from vendor revisions. The team needed CLM capabilities to quickly assess new frameworks against historical data points and maintain their competitive position in a market where recent contract losses to competitors demonstrated the importance of operational efficiency.

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The enterprise IT organization was pushing an enterprise-wide Salesforce/Apttus/Conga deployment as the mandated CLM solution. However, the contracts team recognized that this one-size-fits-all approach would not address their specialized needs for complex, long-term, high-value managed service contracts requiring workflows beyond standard sales agreements. The IT roadmap wouldn't address their requirements for at least two years—an unacceptable timeline given the business continuity risks and compliance exposure they faced daily.

The team needed a CLM platform that could handle their unique contract complexity: three-tier documentation structures with master framework agreements, call-off terms, and customer-specific order forms where individual contracts can exceed 130 pages across document types. They required sophisticated change control management across multi-decade lifecycles, automated obligation tracking to prevent compliance failures, and AI-powered contract analysis capabilities to answer urgent business questions without manual review delays.

Just as important as the functional requirements was timing. The team needed a solution they could implement immediately as an independent "skunkworks" operation outside the enterprise IT mandate, proving value through results rather than waiting years for enterprise technology alignment. They sought a vendor with deep CLM expertise, proven healthcare industry experience, and the flexibility to support their bespoke business needs while maintaining the possibility of future enterprise integration.

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