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Corporations and government agencies around the world are rushing to modernize their business processes to meet customer demand for faster, and mobile-friendly service. Intelledox and DocuSign have partnered to help many of them achieve these goals as part of larger digital transformation and content automation initiatives.
After sponsoring the DocuSign Momentum customer conference this past June in San Francisco, and then the one-day event in Melbourne, Australia, in August, we’ve learned a lot about what enterprises expect from the modern “System of Agreement” or (SofA).
DocuSign first introduced SofA in San Francisco at DocuSign Momentum in June. (Check out the blog my colleague Karen Oakland wrote a about how Intelledox fits into the “Prepare” step in the SofA journey). I had the pleasure of representing Intelledox at both events and met many DocuSign clients, each with a unique business problem. Here are the top three trends I observed while at these Momentum events.
Most of the people I met had problems with forms in their organization. Some had paper forms, while others had PDF or web versions of paper forms – digital, but not smart and certainly not geared to the ever-important mobile user. Most of them spoke of the inefficiencies arising out of the data collected, complaining about the number of form submissions that came back incomplete or with errors. Frustrating for the business, yes. But even more frustrating for the end customer.
To be precise, that problem comes from two issues: 1) static forms can’t guide the customer to input the correct information in the right place, and then 2) the forms data isn’t synched automatically into and from existing systems of record. This was a problem across all the representative industries at DocuSign Momentum, from insurance and banking, to higher education, healthcare and in government agencies. The good news for these organizations is that they recognize the problem and are working towards a guided forms solution.
A lot of the business process owners I spoke to say their agreements are still prepared manually, completed on paper, scanned and only then stored in systems of record. They understand the importance of e-signature solutions along the digital journey. However, they still struggle to create accurate agreements, because they aren’t able to access templated text or images from their existing content library.
Another notable problem was the amount of time it took to get multiple stakeholders to collaborate or contribute to agreements as part of a workflow.
What these businesses need is referred to as Workflow and Content Automation (WCA). My colleague Neal Keene wrote a blog about this new category coined by Aragon Research, you can read it here. WCA represents a convergence of traditional technology categories including forms, workflow, document generation and e-signatures. With a WCA approach, organizations can tackle the automation of content at the front end, using real-time data input to produce and deliver customized, data-driven customer communications, available instantly for digital signature.
WCA platforms like Intelledox enable organizations to move away from the manual creation of documents and agreements, to logic-based creation and routing of documents. Digital signature tools like DocuSign are seamlessly integrated into the process to enable true end-to-end digital transactions.
Of all the people that I met, most had job titles with the word “Customer” in them. This means that organizations are increasingly recognizing the importance of adopting technology and automation to deliver a “wow customer experience,” or shall we say, a positive customer experience.
This is especially true of financial services, banking and insurance markets, as evidenced by what we’re hearing from the analyst community. “Establishing a seamless, meaningful and customizable client experience is at the forefront of firms’ strategies and is critical to their success and revenue,” wrote Ashley Globerman, Celent financial services analyst based in the UK. “It has been well-noted across the brokerage industry that today’s client-centric and digitally driven environment is a force for disruption.”
Events like these, where I get to engage with customers and partners alike are vital for us to understand the trends and needs of both so that we can continue to provide a platform that will improve your customers experience now and in the future.
In fact, I will be attending DocuSign Momentum in London and Paris next month. If you’re planning to be there, let’s meet – here’s how:
For London, click here, for Paris, click here.
Cheerio and bonjour – if you’re based in Europe, I look forward to seeing you there.