Case Study: KAYAK reduces contract cycle time from 2 weeks to 6 hours with DocuSign

Kayak Reduces Contract Cycle Time from 2 Weeks to 6 Hours with DocuSign

Kayak, a global travel search site that earns revenue through advertising, was hamstrung by a manual, paper‑based contracting process even after adopting Salesforce. Sales teams generated PDFs or printouts that clients had to sign, scan, and return, then repeat for internal approvals — a slow, error‑prone workflow that could take up to two weeks and left only about 30% of campaigns backed by signed contracts, with international issues compounding the problem.

Kayak implemented DocuSign for Salesforce, leveraging its multilingual eSignature and workflow capabilities to automate both external and internal signing. The change cut contract cycle time from two weeks to about six hours, increased campaign‑to‑contract accuracy to nearly 100%, streamlined filing into Salesforce, reduced billing errors, and improved tracking, compliance, and customer satisfaction — delivering clear, ongoing ROI.

KAYAK

Tony Leung

Director of System Administration, Kayak