Exsitec grows with Oneflow as a natural part of its commercial process

When a company helps others digitalise, streamline and connect their business-critical systems, its internal processes become especially important. Exsitec knows this well.

Exsitec was founded in 2000 in Linköping and is a Nordic IT consultancy with operations in Sweden, Norway, Denmark and Finland. The company helps medium-sized businesses get better digital support across areas such as ERP systems, CRM, Business Intelligence, system integrations, invoice management, HRM and other digital solutions. Exsitec helps more than 5,000 customers every year and has over 20 offices across the Nordics.

Exsitec helps its customers make systems, data and processes work together. But, as with many fast-growing companies, its own growth journey has also created new internal demands.

“We have much higher expectations of ourselves today than when we were 100 people. Back then, you could almost just call out to a colleague across the room,” says Hanna, Head of Customer Data at Exsitec.

Today, Exsitec has more than 600 employees across the Nordics. With its headquarters in Linköping and its largest office in Stockholm, the company has a strong Swedish base, while its operations span Sweden, Norway, Denmark and Finland.

“We grow primarily through trainee programmes and acquisitions,” says Hanna.

That growth has made structure, systems and data quality increasingly important internally.

From consultant and marketing manager to Head of Customer Data

Hanna joined Exsitec back in 2011, as a consultant. She has worked with decision support, Qlik and data analysis, and was also Marketing Manager for eight years. Around two years ago, she stepped into the role of Head of Customer Data.

“Because my education and background are in systems, processes and technology, I thought it would be fun to continue working in that area,” says Hanna.

Today, she works with a close-knit team to develop Exsitec’s internal systems and processes. Much of her day-to-day work focuses on sales processes, the CRM system HubSpot and integrations between different systems. This can involve everything from how Exsitec finds new customers, to how customer data is structured, how agreements are created and how information eventually moves on to invoicing.

“A lot of it is about sales processes around our CRM system, but also integrations connected to other systems. It covers everything from how we find customers, all the way through to invoicing and how we keep track of our customers,” says Hanna.

HubSpot is the hub of Exsitec’s commercial process. They also use Visma and Hailey, together with other in-house and existing systems. Oneflow is mainly used together with HubSpot to create, send, sign and follow up on agreements.

Before Oneflow: Word documents, PDFs and manual steps

Before Exsitec started using Oneflow, contract management looked very different.

“Previously, we had Word documents. The salespeople would take a copy of their latest agreement, adjust it, send it to a new customer and sign it digitally,” says Hanna.

That worked when the organisation was smaller. Salespeople retrieved an agreement ID from an Excel file and then uploaded the agreement to a contract folder. But as Exsitec grew, that manual structure became harder to maintain.

“When we were fewer people, you could keep track of every agreement that was sent, but now that we are so much bigger, it is no longer possible to maintain that control manually. Now we let Oneflow do a large part of it for us,” says Hanna.

One of the biggest challenges was that contract templates started to take on a life of their own. Salespeople could copy previous agreements, which meant there was a high risk that old wording, customer-specific adjustments or non-standard terms would be carried over into new documents.

“It became very easy for variations of our contract templates, and specific favourites among salespeople, to emerge, which created an imbalance overall,” says Hanna.

This also created a greater need for risk review. When every agreement could differ, it became more time-consuming to check what had actually been changed.

Oneflow and HubSpot as part of the sales flow

One of the most important Oneflow Exsitec began using Oneflow in 2023. Today, all agreements go through Oneflow, using templates and the HubSpot integration.

“Now all our agreements in Sweden go through Oneflow, with templates as the foundation and the HubSpot integration simplifying the process,” says Hanna.

Oneflow is mainly used for sales contracts, both for new business and upsell. This means that users are not limited to the sales organisation. Consultants who work closely with customers also need to be able to create, read or sign agreements.

“Our salespeople work with new customer sales, while our consultants who work closely with customers also work with upsell. That is why they also need access to create agreements,” says Hanna.

For some consultants, this might involve simpler agreements, such as adding a support agreement. Others need to be able to read what has been promised to the customer in order to structure projects in the right way.

As a result, Oneflow has become an important part of Exsitec’s daily commercial process.

“If there is one of our projects that has been really well received by the organisation and has simply worked, it is Oneflow,” says Hanna.

Clearer templates and faster risk review

One of the biggest improvements is the control over templates and deviations.

By working with contract templates in Oneflow, Exsitec knows which foundation each agreement is based on. It becomes easier to see whether something has been adjusted, in which template it has happened and what needs to be reviewed.

“The risk review process has gone from taking quite a long time to becoming much more efficient. Now we know which templates we are starting from, and that makes it fairly easy to see if and what a salesperson has adjusted from the template,” says Hanna.

For an organisation with many salespeople, consultants and customer-facing roles, this makes a significant difference. Salespeople can continue working in their flow, while Exsitec gains better structure, better traceability and more control.

“The templates have made the work much more efficient,” says Hanna.