It’s the age of the customer: Today, businesses are striving to digitally transform their processes as more customers gain access to smartphones, tablets and touchscreen computers. With eSignature leading this transformation, customers are digitally signing new account applications and completing financial transactions all while self-servicing their accounts.

As eSignature usage grows, a key driver to faster adoption is digitally transforming traditional manual processes and turning the customer experience into an omnichannel, adaptive, interview-based process.

Intelledox and DocuSign are paving the way and enabling organizations to make the switch from cumbersome PDF forms to adaptive digital interviews.

As per a recent Forrester report, eSignature transactions exceeded 210 million in 2014, and will likely reach more than 700 million in 2017. There’s a fundamental change in the way business is done — anywhere, anytime, on any device. Factor in online and mobile innovation, plus significant competitive pressure, and it’s no wonder there’s an immediate need to digitalize business.  

The eSignature Challenge

The first step to doing digital business is to eliminate the need for PDF forms. Most businesses still continue to use paper-based forms and wet signatures for all manner of processes — from new account agreements to employee contracts.

Customers don’t want to fill out PDF or paper forms. Rather, they want to be taken through a guided experience. This is where Adaptive Interviews can help.

Switching to eSignature 

Digital process needs are not limited to any one type of business. Across industries, more and more field agents — whether in real estate or insurance — are handed a mobile device or tablet to complete transactions. From the perspective of the the end-user customer, a high quality digital experience isn’t just a convenience, it’s an expectation.

For example, when opening a new account for banking or insurance, customers are asked to fill complex PDF forms with repetitive and sometimes irrelevant questions. This data must be re-keyed into an existing customer database, which is efficient and leaves room for errors.

An Adaptive Interview solution like Intelledox Infiniti only asks customers relevant questions. The data is then recorded, a personalized PDF is generated, and DocuSign is launched — all in a single step.

Intelledox Infiniti empowers business users to rapidly design, develop and deploy these applications, improving time to market and eSignature adoption. The end-to-end Adaptive Interview process saves money and delivers a frictionless customer experience.

Digital Transformation Best Practices 

  • Keep the customer in mind when designing your digital transformation. Make the system intuitive and easily accessible across all digital channels.
  • Ask yourself “Will each of my consumer groups be able to use the system easily?” The system should be simple for the user — whether they’re 25-year old digital native or a retired veteran.
  • Create a flexible process. It should be able to support the unique needs of various businesses.
  • Adopting an Adaptive Interview solution like Intelledox Infiniti. It will extend your business’ investment in DocuSign and eliminate re-keying errors.

With planning and use of best practices, deploying Adaptive Interviews alongside DocuSign rapidly drives eSignature adoption, reduces costs and speeds time to revenue. Want to learn more about what Intelledox and DocuSign can do for your business? Read about our integration here.

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