Micross Trial Insights Report

SpotDraft CLM Platform Evaluation

A comprehensive analysis of Micross Components' trial of the SpotDraft CLM platform, including user behavior, feature adoption, technical challenges, and actionable recommendations to close the deal.

Deal Overview

Deal TLDR

Conversion Likelihood: 🟡 Medium-High (78% confidence)

Champion Identified: Rich Olszewski (rich.olszewski@micross.com) - Attended all 5 sales calls, highest engagement

Decision Maker Activity: 🟢 Active - Rich logged 25 sessions with 1,640 clicks over 90 days

Last Active: December 15, 2025

Trial Highlights:

  • ✅ Successfully explored VerifAI automated contract review (2 users, SF-016) - a KEY ASK feature
  • ✅ Tested AI metadata extraction (1 user, SF-027) - another KEY ASK feature
  • ✅ All 3 users actively engaged throughout 90-day trial period

Key Risks:

🔴 192 errors in VerifAI contract review

Blocking champion's core workflow

🔴 Metadata extraction errors

Threw "kidDict.getRaw" errors with rage clicks

🟡 Unexplored KEY ASK features

2 of 4 KEY ASK features (obligation tracking, secure repository) remain unexplored

Top Recommended Actions:

01

URGENT: Schedule technical deep-dive with Rich

Resolve VerifAI errors before trial ends

02

Demo obligation tracking (SF-051)

Explicitly mentioned 3x in calls as "costly if we miss renewals"

03

Send comparison doc

Show SpotDraft vs current "scattered contract storage" pain point

Trial Snapshot

30

Total Sessions

3

Active Users

100% activation rate

3

Features Used

Of 54 available (5.6%)

193

Total Errors

11.1% error rate - concerning

12

Rage Clicks

Activity Timeline

First Activity: December 5, 2025

Last Activity: December 15, 2025

Activity Pattern:

Dec 05: █████ 5 sessions (Trial kickoff)
Dec 06-08: ▁ 0-1 sessions (DARK PERIOD)
Dec 09: █ 1 session
Dec 10: ███ 3 sessions (Trial office hours call)
Dec 11: █████ 5 sessions
Dec 12: ██████ 6 sessions (Peak exploration)
Dec 13: ███ 3 sessions
Dec 14: ▁ 0 sessions
Dec 15: ███████ 7 sessions (END-OF-TRIAL SURGE)

Error Timeline:

  • Dec 5: 5 errors (setup friction)
  • Dec 10-12: 13 errors (heavy feature testing)
  • Dec 15: 1 error (patterns stabilizing)

Engagement Gaps:

🟡 Dark period

Dec 6-8 (3 days with minimal activity)

🟢 Peak activity

Dec 15 (7 sessions, showing end-of-trial urgency)

🟡 Dark period

Dec 13-14 (2 days)

Feature Intelligence

Features Successfully Adopted

Automated Contract Review & Redlining (VerifAI) ⭐ KEY ASK

Status: ✅ Actively Used (but with friction)

Users: 2 users (Rich Olszewski, Michael Weinfurt)

Total Uses: Multiple sessions with deep engagement

Completion Signal: Users ran NDA guides, submitted party information, navigated guidelines, applied AI suggestions

Evidence:

  • Rich ran "Guide for Mutual NDA" multiple times
  • Clicked "Run Guide" and interacted with guideline checks
  • Submitted parties and reviewed AI-driven suggestions
  • Michael clicked "Review with Guides" in production environment

Session Replay Links:

Gong Call References:

Tags: "Champion feature", "High-value workflow", "Core use case validated"

AI-Driven Metadata & Clause Extraction ⭐ KEY ASK

Status: ✅ Used (with critical errors)

Users: 1 user (Michael Weinfurt)

Total Uses: Single session with deep interaction

Completion Signal: Uploaded contract, interacted with AI counterparty detection, clicked metadata fields

Evidence:

  • Uploaded third-party contract
  • Clicked "AI found a new counterparty"
  • Engaged with metadata extraction UI
  • Attempted to extract contract fields

Session Replay Links:

Gong Call References:

  • 17:11 - Same call: "I imported a contract and clicked metadata button, it's pulling information"

Tags: "High-value feature", "Technical validation attempted", "Needs engineering fix"

Team Member Management

Status: ✅ Explored

Users: 1 user (Michael Weinfurt)

Total Uses: Single session

Completion Signal: Navigated Access Control, viewed team members, explored add/edit options

Evidence:

  • Accessed Access Control > Team Members
  • Viewed team member details
  • Explored options to add or edit members

Session Replay Links:

Tags: "Basic setup completed", "Administrative function"

Features Attempted but Faced Friction

🔴 AI Metadata Extraction - CRITICAL FRICTION

Friction Type: Technical error blocking completion

Impact: HIGH - caused rage clicks, repeated errors

Affected Users: Michael Weinfurt

Friction Points:

  • Error: "UnknownErrorException: kidDict.getRaw is not a function"
  • When: During contract upload and metadata interaction
  • Result: Feature unusable, 1 rage click detected

Session Replay at Friction Point:

Gong Mentions: Feature discussed in 5 different calls as important capability

Tags: "Setup blocked", "Critical bug", "Needs immediate fix"

🔴 VerifAI Contract Review - CRITICAL FRICTION

Friction Type: Permissions & API errors (192 errors!)

Impact: CRITICAL - blocks champion's primary workflow

Affected Users: Rich Olszewski

Friction Points:

  • Error: "FirebaseError: Missing or insufficient permissions"
  • When: Shortly after signup, blocking VerifAI features
  • Secondary Issue: 192 instances of "Failed to load AI review results"
  • Result: Feature partially functional but unreliable

Error Examples:

Pattern: Errors concentrated in early sessions (Dec 5) - suggests onboarding/provisioning issue

Tags: "Critical blocker", "Infrastructure issue", "Champion frustrated"

Unexplored but High-Value Features

Obligation & Key-Date Tracking (Renewal/Expiry Alerts) ⭐ KEY ASK

Why It Matters: Mentioned 3x across calls as critical need

Business Impact: "Missing one could be pretty costly to us" - Dan Miller

Gong Evidence:

Why Not Explored: No session replay evidence of accessing obligation tracking features

Tags: "Upsell opportunity", "Show in next call", "Critical pain point unaddressed"

Secure Centralized Contract Repository ⭐ KEY ASK

Why It Matters: Core pain point from intro call

Business Impact: Current state causes confusion over final contract versions

Gong Evidence:

Why Not Explored: Limited evidence of repository interaction beyond basic contract uploads

Tags: "Missing critical feature exposure", "Core value prop not demonstrated"

Advanced Contract Search & Saved Views (Good to Have)

Why It Matters: Explicitly requested for DFARS clause tracking

Gong Evidence:

Tags: "Upsell opportunity", "Power user feature"

External Platform Integrations (Good to Have)

Why It Matters: Integration with ERP system discussed

Gong Evidence:

Tags: "Long-term value driver", "Post-purchase expansion"

User Breakdown

Rich Olszewski - 🏆 CHAMPION / PRIMARY DECISION MAKER

Email: rich.olszewski@micross.com

Role: Champion

Type: Decision Maker + Power User

Activity:

  • Sessions: 25 (83% of all trial activity)
  • Clicks: 1,640 (85% of all clicks)
  • Errors: 210 (all concentrated in his sessions)
  • Rage Clicks: 12
  • Engagement Score: Unable to analyze (token limit in analysis)

Features Used:

  • ✅ SF-016: VerifAI Contract Review (heavy usage)

Features Attempted but Stuck:

  • 🔴 SF-016: VerifAI - 192 errors blocking workflow

Unexplored Features:

  • SF-051: Obligation tracking (KEY ASK)
  • SF-053: Repository (KEY ASK)
  • All workflow/template features

Key Behaviors:

  • Attended all 5 sales calls (highest engagement)
  • Most active user by 5x margin
  • Encountered 91.8% of all trial errors
  • Shows end-of-trial urgency (7 sessions on Dec 15)

Session Replay Links:

Journey Summary: "Explored VerifAI automated contract review by running multiple NDA guides, submitting party information, and interacting with guideline checks. Focused on understanding AI review process but encountered persistent permissions errors."

Tags: "Champion emerging", "High friction tolerance", "Needs executive intervention"

Michael Weinfurt - 🎯 TECHNICAL EVALUATOR

Email: Michael.Weinfurt@micross.com

Role: Evaluator

Type: Technical Validator

Activity:

  • Sessions: 3
  • Clicks: 97
  • Errors: 3
  • Rage Clicks: 0 (but encountered rage-inducing error)
  • Engagement Score: 7/10

Features Used:

  • ✅ SF-037: Team Management
  • ✅ SF-027: AI Metadata Extraction (attempted)
  • ✅ SF-016: VerifAI Review (single test)

Features Attempted but Stuck:

  • 🔴 SF-027: Metadata extraction - critical "kidDict.getRaw" error

Unexplored Features:

  • All workflow features
  • Approval systems
  • Dashboard/reporting

Key Behaviors:

  • Attended all 5 sales calls
  • More exploratory than Rich - tested 3 different feature areas
  • Hit critical bug on first deep feature test
  • Likely blocked from further exploration after error

Session Replay Links:

Journey Summary: "Explored SpotDraft by setting up profile, managing team members, and testing contract review. Uploaded third-party contract, engaged with AI metadata extraction and VerifAI review, but encountered technical errors during metadata extraction."

Tags: "Technical validator", "Blocked by bug", "Needs follow-up demo"

Dan Miller - 🤝 INFLUENCER (External - Integra Tech)

Email: dan.miller@integra-tech.com

Role: Influencer

Type: Integration/Technical Advisor

Activity:

  • Sessions: 0 (no direct product usage detected)
  • Call Participation: Attended all 5 sales calls

Call Contributions:

  • Asked about contract renewal notifications
  • Inquired about metadata export to ERP
  • Questioned dashboard capabilities
  • Expressed urgency around missing renewal dates

Key Behaviors:

  • High influence on requirements gathering
  • Focused on integration and downstream data flow
  • Not hands-on with trial - advisory role only

Gong Call Highlights:

Tags: "Influencer - not user", "Integration focus", "Risk awareness"

Key Feature Requests / Asks

KEY ASKS (Must-Have for Deal)

1

SF-016: VerifAI Automated Contract Review & Redlining ⭐

Importance: CRITICAL

Status: 🟢 Available (but needs bug fix)

Trial Status: ✅ Tested (with 192 errors)

Conversion Impact: Make-or-break feature

"The ability to redline documents based on playbook... that's a key thing we're looking for" - Rich Olszewski

Gong Evidence:

Action Required: Fix Firebase permissions + API loading errors

2

SF-051: Obligation & Key-Date Tracking ⭐

Importance: CRITICAL

Status: 🟢 Available

Trial Status: ❌ Not tested

Conversion Impact: Major blocker if not demonstrated

"Missing one could be pretty costly to us as an organization" - Dan Miller

Gong Evidence:

Action Required: Schedule demo before trial ends

3

SF-027: AI Metadata & Clause Extraction ⭐

Importance: CRITICAL

Status: 🟢 Available (but needs bug fix)

Trial Status: ✅ Tested (with errors)

Conversion Impact: High - especially for DFARS clause tracking

"It would be great to identify each one of those DFARS clauses" - Rich Olszewski

Gong Evidence:

Action Required: Fix "kidDict.getRaw" error

4

SF-053: Secure Centralized Repository ⭐

Importance: HIGH

Status: 🟢 Available

Trial Status: ❌ Limited testing

Conversion Impact: Core value prop

"Good luck figuring out which is the final official document" - Rich Olszewski

Gong Evidence:

Action Required: Show repository organization in follow-up

GOOD TO HAVE (Differentiators)

SF-028: Advanced Search & Saved Views

Importance: MEDIUM | Status: 🟢 Available | Trial Status: ❌ Not tested

Gong Evidence:

SF-044: Platform Integrations

Importance: MEDIUM | Status: 🟢 Available | Trial Status: ❌ Not tested

Gong Evidence:

SF-048: Notifications & Reminders

Importance: LOW | Status: 🟢 Available | Trial Status: ❌ Not tested

Gong Evidence:

SF-030: Standard Dashboards

Importance: LOW | Status: 🟢 Available | Trial Status: ❌ Not tested

Gong Evidence:

  • 30:08 - Platform Tour

Setup Blockers

🔴 BLOCKER 1: Firebase Permissions Error

Feature: SF-016 (VerifAI)

Severity: CRITICAL

Affected Users: Rich Olszewski (Champion)

Impact: Blocks primary use case validation

Error Details:

  • Message: "FirebaseError: Missing or insufficient permissions"
  • When: Shortly after signup (Dec 13, 1:04 PM)
  • Frequency: Single instance but blocks feature access
  • User Impact: Champion unable to fully validate VerifAI

Session Replay:

Root Cause: Provisioning/permissions issue during trial setup

Tags: "Critical blocker - unblock ASAP", "Infrastructure issue"

🔴 BLOCKER 2: AI Review Results Loading Failure

Feature: SF-016 (VerifAI)

Severity: CRITICAL

Affected Users: Rich Olszewski

Impact: 192 error instances - severely degraded experience

Error Details:

  • Message: "Failed to load AI review results"
  • When: Throughout trial (Dec 5-15)
  • Frequency: 192 instances
  • User Impact: Unreliable AI review functionality

Example Errors:

Pattern: Errors clustered in early sessions, suggesting API/backend instability

Tags: "Critical blocker - unblock ASAP", "API reliability issue"

🔴 BLOCKER 3: Metadata Extraction JavaScript Error

Feature: SF-027 (AI Metadata Extraction)

Severity: HIGH

Affected Users: Michael Weinfurt (Technical Evaluator)

Impact: Feature completely unusable, caused rage clicks

Error Details:

  • Message: "UnknownErrorException: kidDict.getRaw is not a function"
  • When: During contract upload (Dec 5, 8:26 PM)
  • Frequency: Repeated errors
  • User Impact: 1 rage click, feature abandoned

Session Replay:

Root Cause: PDF parsing library error (pdfjs-dist)

Tags: "Critical blocker - unblock ASAP", "JavaScript error", "PDF processing bug"

🟡 BLOCKER 4: Feature Discovery Gap

Feature: SF-051, SF-053 (Key asks not explored)

Severity: MEDIUM

Affected Users: All users

Impact: Critical features remain unvalidated

Issue: Trial focused only on AI features - no exploration of:

  • Obligation/renewal tracking (explicitly requested 3x)
  • Repository organization (core pain point)
  • Workflow automation
  • Dashboard/reporting

Root Cause: Lack of guided onboarding/feature discovery

Tags: "Medium friction - solvable in call", "Onboarding gap"

Intent Signals & Deal Intelligence

🟢 HIGH BUYING INTENT SIGNALS

1

End-of-Trial Urgency

Evidence: 7 sessions on Dec 15 (final day) - highest single-day activity

What This Means: Champion making final evaluation push

Confidence: HIGH

2

Champion Persistence Despite Errors

Evidence: Rich encountered 192 errors but continued using VerifAI across multiple sessions

What This Means: High tolerance for friction = strong need

Confidence: HIGH

"That's pretty important" when discussing redlining (27:01 mark)

3

Multi-Stakeholder Engagement

Evidence: All 3 identified users attended all 5 sales calls

What This Means: Organizational buy-in and serious evaluation

Confidence: HIGH

4

Specific Technical Validation

Evidence: Both champion and technical evaluator tested core AI features

What This Means: Not just browsing - validating specific use cases

Confidence: HIGH

🟡 MODERATE INTENT SIGNALS

  • Feature Request Specificity: Precise requests for DFARS clause tracking, renewal alerts, repository organization
  • Integration Discussion: Asked about ERP data export in call

🔴 CONCERN SIGNALS

1

Low Feature Breadth

Evidence: Only 3 of 54 features explored (5.6%)

What This Means: Narrow validation - may not see full value

Confidence: MEDIUM

2

Key Features Unexplored

Evidence: 2 of 4 KEY ASK features never tested (SF-051, SF-053)

What This Means: Incomplete validation of core requirements

Confidence: HIGH

3

Technical Evaluator Blocked Early

Evidence: Michael hit critical error on first deep feature test

What This Means: May have negative technical assessment

Confidence: MEDIUM

Product Area Attention:

92%

VerifAI Contract Review

5%

AI Metadata Extraction

3%

Team Management

0%

All Other Features

Recommended Actions to Close

IMMEDIATE ACTIONS (Next 24-48 Hours)

1. Emergency Technical Deep-Dive

Owner: Customer Success + Engineering

When: Tomorrow

Why: Resolve 192 VerifAI errors before champion loses confidence

Execution:

  • Schedule 90-min technical review with Rich
  • Screen-share through error scenarios
  • Apply backend fixes for permissions + API loading
  • Document resolution in follow-up email

Template Message:

"Rich - I saw you hit some errors during your VerifAI testing. Our engineering team has identified the root cause and we'd like to walk you through the fixes tomorrow. Can you join a 90-min technical session at [TIME]? We'll make sure the AI review workflow is rock-solid before your evaluation ends."

2. Live Demo: Obligation Tracking

Owner: AE + Solutions Engineer

When: This week (before trial expires)

Why: Close gap on critical unexplored KEY ASK

Execution:

  • 30-min focused demo of SF-051
  • Use Micross's actual renewal dates as examples
  • Show alert configurations
  • Connect to "costly if we miss" quote from Dan

Template Message:

"Dan/Rich - I know renewal tracking came up 3 times in our calls. I'd like to show you exactly how SpotDraft prevents those costly missed renewals. 30 minutes this week? I'll use your actual contract timeline as the example."

3. Send "How We Solve Your Chaos" One-Pager

Owner: AE

When: Today

Why: Reinforce repository value (unexplored KEY ASK)

Execution:

  • Create visual showing "Before: scattered contracts" vs "After: SpotDraft repository"
  • Quote Rich's own words from intro call
  • Show metadata tagging for DFARS clauses
  • 1-page PDF, not a deck

Template Message:

"Rich - remember when you said 'good luck figuring out which is the final official document'? I put together a quick one-pager showing how SpotDraft eliminates that chaos. Takes 2 minutes to read: [LINK]"

NEXT WEEK ACTIONS

01

Champion Enablement: Build Internal Business Case

Owner: AE | When: Early next week

Why: Arm Rich with CFO-ready justification

Execution: ROI calculator based on their use case, customer story from similar aerospace/defense company, risk mitigation story (missed renewals, contract disputes)

02

Stakeholder Re-Engagement: Dan Miller

Owner: AE | When: Next week

Why: Get influencer's technical sign-off

Execution: Specific call about ERP integration/data export, show metadata export capabilities (he asked about this), position as "integration readiness" conversation

03

Executive Sponsor Introduction

Owner: AE + VP Sales | When: Next week

Why: Elevate conversation, show commitment

Execution: Position as "trial debrief + partnership discussion", bring SpotDraft executive (VP/Director level), discuss implementation timeline, support plan, ask about procurement process

04

Feature Roadmap Preview: DFARS Clause Library

Owner: Product + AE | When: Next week

Why: Show commitment to their specific use case

Execution: If SpotDraft has or can build DFARS clause templates, preview this. Show investment in defense/aerospace vertical. Create "built for you" narrative

CRITICAL PATH TO CLOSE

1

TODAY

  • Send chaos one-pager
  • Schedule technical deep-dive
2

THIS WEEK

  • Fix VerifAI errors
  • Demo obligation tracking
  • Validate with Rich
3

NEXT WEEK

  • Business case review
  • Stakeholder re-engagement
  • Executive sponsor intro
4

WEEK 3

  • Proposal delivery
  • Procurement discussion
  • Close

Reasons They Are Likely to Convert

  1. Strong Champion with High Tolerance: Rich attended all 5 calls, logged 25 sessions, and persisted through 192 errors. This level of commitment signals strong internal sponsorship.
  1. Core Use Case Validated: Despite technical issues, users successfully ran VerifAI guides and experienced AI contract review - their #1 requested feature.
  1. Clear, Specific Pain Points: Customer articulated precise problems: scattered contracts, manual DFARS tracking, missed renewal dates. SpotDraft directly solves these.
  1. Multi-Stakeholder Alignment: 100% attendance across 5 calls from all 3 identified stakeholders shows organizational buy-in.
  1. No Active Competition: Zero competitor mentions in transcripts - suggests SpotDraft is the primary evaluation.
  1. End-of-Trial Urgency: 7 sessions on final day indicates push to complete evaluation and make decision.
  1. Technical Validation Attempted: Users didn't just browse - they uploaded real contracts, ran guides, tested AI. This is serious evaluation.

Reasons They May Not Convert

  1. Critical Technical Blockers Unresolved: 192 VerifAI errors + metadata extraction failure create serious reliability concerns. Champion experienced this directly. Risk Level: CRITICAL
  1. Key Features Never Tested: Obligation tracking (mentioned 3x) and repository organization (core pain) remain unexplored. 50% of KEY ASKS unvalidated. Risk Level: HIGH
  1. Technical Evaluator Blocked Early: Michael hit critical error on first deep test of metadata extraction - may have soured technical assessment. Risk Level: MEDIUM
  1. Narrow Feature Exploration: Only 5.6% of features explored - customer may not understand full platform value or see it as "just AI tools." Risk Level: MEDIUM
  1. Trial Ending Without Resolution: Today is Day 90 - deal is at risk of going dark if blockers aren't addressed immediately. Risk Level: HIGH
  1. No Budget/Timeline Discussion Detected: Calls focused on technical validation but no clear procurement timeline or budget conversation evident. Risk Level: MEDIUM
  1. Influencer (Dan) Never Logged In: Dan asked questions on calls but zero product usage. May indicate lack of hands-on validation. Risk Level: LOW