M2 partnered with the world’s largest provider of private security services, a global enterprise operating in over 100 countries with approximately 800,000 employees, to develop scalable, automated solutions that streamline legal processes, compliance tracking, mergers and acquisitions, customer service, and operational workflows. By leveraging customized M2 apps and business process automation solutions, we enhanced efficiency, strengthened compliance oversight, and provided real-time visibility into critical business operations. These solutions now support thousands of transactions annually across the client’s legal, compliance, financial, training, and customer service functions.
Client Challenges
High-Volume Legal Contract Review & Compliance Tracking
The client’s legal team manually reviewed 20-30 contracts per day from the sales team, leading to bottlenecks. Lack of visibility into contract statuses and review timelines made it difficult to manage legal workloads efficiently. Branch compliance tracking required a quarterly questionnaire to hundreds of local branches, but responses were difficult to manage and track holistically.
Mergers & Acquisitions Task Management
Acquisitions required coordination across multiple teams, including IT, legal, and operations, but tracking tasks across the lifecycle was inefficient.
Inefficient Customer Claims & Service Requests
Insurance claims for safe break-ins or natural disasters required a structured intake process to confirm coverage and expedite replacements. Customers needed a way to request safe installations, relocations, and removals for new retail locations or store remodels.
Lack of Standardized Implementation & Training Tracking
25,000+ safe installations across major retailers required centralized tracking of new installs, reinstalls, and replacements. The sales team needed a structured way to request customer training sessions, ensuring new safe users receive proper guidance.
Limited Visibility into Invoice Management & Escalations
Invoices from customers, vendors, and manufacturers lacked a central repository for approvals and dispute resolution. No structured system existed for tracking escalations and network issues, leaving customers without a clear view of issue resolution timelines.
M2's Customized Solutions & Implementation
For each of the solutions below M2 used its business process automation methodology and developed customized apps powered by Smartsheet
solution 1
Legal Contract Review & Compliance Tracking
Developed a contract review portal powered by Smartsheet for the sales team to submit contracts, allowing the legal team to redline and return them efficiently. Designed legal review dashboards for individual employees to track their assigned contracts, pending reviews, and year-to-date progress. Built a portfolio-level legal dashboard to monitor resourcing, contract submissions by department, and overall review efficiency. Created a branch compliance questionnaire, automatically distributing it quarterly to local branches. Based on responses, training materials and compliance notifications were automatically sent to branches needing corrective action.
Solution 2
Mergers & Acquisitions Task Management
Developed a structured set of templates to track acquisition tasks across IT, legal, and operational teams. Created a portfolio-level dashboard to monitor task completion, bottlenecks, and overall acquisition progress.
solution 3
Customer Service & Operations Automation
Using Smartsheet, built a customer-facing insurance claim submission form for safe break-ins and natural disasters. Claims are reviewed for insurance coverage, and approved cases are automatically assigned for replacement or repair. Designed an automated add & relocation request form for new store openings and remodels, streamlining the safe installation and removal process. Integrated automated pricing and amendment approvals through DocuSign, reducing processing time for service requests.
Solution 4
Implementation & Training Management
Created implementation templates to track installs, reinstalls, and replacements for customers covering 25,000+ installations. Developed a training request submission tool, allowing sales teams and customers to request on-site training. Trainers receive automatic notifications, and training sessions are scheduled based on resource availability.
SOlution 5
Invoice & Escalation Tracking
Built an invoice management tracker where customers, vendors, and manufacturers can upload invoices for approval or dispute resolution. Developed an escalation tracking system, allowing customers to view open tickets, historical issues, and major problems like network connectivity failures. Created customer-facing dashboards to provide real-time visibility into implementation progress, training status, invoices, key contacts, and escalations at the store level.
Results Achieved
Optimized Legal Workflows & Compliance Tracking
- 30% reduction in contract review turnaround time through automation
- Enhanced visibility for legal teams with personalized and portfolio-level dashboards
- 100% compliance tracking across local branches with automatic notifications and corrective action workflows
Improved M&A Execution
Standardized acquisition tracking across IT, legal, and operations teams
Portfolio-level insights ensure smoother transitions for newly acquired companies.
Enhanced Customer Service & Operations Efficiency
Faster insurance claim processing, reducing downtime for customers
Streamlined safe installations and relocations, improving service timelines.
Better Training & Implementation Management
- Automated tracking of 25,000+ installations, ensuring seamless execution
- Efficient training request system, reducing scheduling conflicts and improving customer experience
Stronger Invoice & Escalation Resolution
Centralized invoice tracking, reducing disputes and improving financial oversight
Real-time customer-facing dashboards, improving transparency into escalations and service requests
Looking to Automate & Scale Your Business Operations?
M2’s tailored solutions optimize legal, compliance, M&A, customer service, and financial processes through automation, dashboards, and streamlined workflows
