Flowserve Reclaims Thousands of Hours and Unlocks Global Visibility with the IAM Platform

Dundi Thompson has a track record of taking high-stakes projects across the finish line.

“I take on the hard projects…and get them delivered on time and on budget,” said Thompson, senior project manager in legal ops at Flowserve.

So when the global manufacturer set out to overhaul its agreement processes, she took the lead.

Flowserve engineers the pumps, valves, and seals that keep the world’s critical industries in motion.

But for years, its agreements were buried in emails and file boxes. The lack of centralization made finding and managing agreements incredibly challenging.

“The number one issue we had was that our agreements were just getting lost," said Thompson. "We needed to know what agreements were active, where, for how long—and get them to legal.”

Fixing that visibility gap set the stage for deeper transformation. With the Docusign Intelligent Agreement Management platform, Flowserve scaled agreement management across 50+ countries, grew profit margins by 30%, and saved thousands of hours a year. Now, AI is helping them move even faster.

CLM gave legal control, sales speed, and everyone a single source of truth

Flowserve’s legal ops team had been searching for a contract lifecycle management solution for years, but none checked the most important boxes. Then they discovered Docusign CLM.

“We needed redlining, transparency, and absolute accountability with our agreements,” said Thompson. “Docusign was the only one in the industry that offered a fully defined, scalable product that met our needs.”

Since sales reps were expected to be power users, Docusign’s native Salesforce integration sealed the deal.

With Docusign CLM, reps manage agreements entirely within their CRM, while legal gets the visibility and control they need.

Final agreements sync automatically to both systems, so teams stay aligned and legal can collaborate across regions without version confusion.

“Docusign gave us a simple way to review documents and keep track of all of the back and forth between third parties and our requesters,” said Thompson.

Just as important: the right teams see the right information. Because CLM mirrors Salesforce permission profiles, proprietary pricing stays locked down, without creating extra admin work.

Dashboards replaced manual tracking, saving 4,500+ hours a year

Before Docusign CLM, Flowserve’s legal team relied on spreadsheets to track contract volume. Today, key metrics are updated in a Power BI dashboard, giving legal reviewers, admins, and their managers instant insight into workloads and status.

That visibility translated into real business impact. “We save over 4,500 hours a year just by automating tracking with reports and dashboards,” said Thompson.

CLM also helped protect the bottom line. In the past, teams sometimes worked off expired agreements, unintentionally selling at outdated prices and eroding margins. With expiration dates visible and alerts in place, they can renegotiate terms before deals lapse.

What once took hours, AI handles in minutes

Flowserve’s legal team reviews a high volume of third-party agreements, each with different terms, formats, and redlines. That used to mean slow, manual work.

That’s starting to change with AI-Assisted Review, a feature powered by Docusign Iris, the IAM platform’s AI engine.

The in-document tool uses AI to help reviewers compare third-party language against Flowserve’s internal playbooks, flag deviations, suggest markups, and get answers on the spot.

“Already, we’re seeing faster, more streamlined workflows,” said Thompson. “Even as agreement volume rises, we know we won’t have to increase headcount—and we base that 100% on Docusign Iris.”

Navigator will bring every agreement into one home

The next big shift for Flowserve is already underway with Docusign Navigator, AI-powered repository. For years, the legal team has wanted an easier way to find executed agreements—whether created and signed in Docusign or supplied by vendors.

"Docusign has taken customer feedback and turned it into a product offering," she said. "A single repository...easily accessible by everyone! This will really improve quality of life for me and our users."

By bringing all agreements together in one centralized platform, Flowserve can finally get fast answers from agreements that have historically been difficult to track and analyze.

Advice for getting started: Get your own house in order first

For teams eyeing their own transformation, Flowserve’s seasoned project manager has some practical advice: Decide which systems will integrate with Docusign, and make sure internal teams are resourced and ready.