Faster Loans, Happier Clients: How Move Forward Financial Streamlines Lending with Docusign

Anyone who’s ever bought or sold a home knows how fraught the process can be. Move Forward Financial brings a sense of calm to the transaction, offering personalized yet straightforward lending products.

Move Forward supports clients in Washington, Oregon, and Idaho, whether they’re a single first-time homebuyer or a family that moves house every few years. The company has designed each product to help clients feel at ease while maximizing their home value, so they can “move forward” in confidence.

“Customer service is our top core value,” said Move Forward President Mason Frederickson. “We have internal and external clients to serve, from coworkers to consumers to real estate agents. We show up every day to care for everyone on that spectrum.”

Move Forward found it much easier to achieve this high bar with Docusign. The platform allows the company to fund loans quickly and build deeper client relationships by doing so.

The only option for a simple, streamlined experience

Move Forward has been a Docusign client from day one. Everyone was familiar with the platform from their personal life or a past work environment, and the partnership was practically a given. 

“In our opinion, there was never any other option. We didn’t even look elsewhere,” he said. 

Today, Move Forward involves Docusign in nearly every step of the loan process, whether it’s collecting information, completing an application, or signing lending documents. The company has evolved to take advantage of new Docusign solutions and features over the years, which helps their lean team move clients through the loan process swiftly and pain-free.

Delivering easy wins with organized workflows

Docusign IAM for Sales has been one of the biggest wins for Move Forward.

“We always knew that Docusign was going to keep growing and getting better, and Docusign IAM for Sales is proof of that,” Frederickson said.

“Clients are able to get things done with a more modern, easy-to-use experience, and our team has been able to automate processes to speed things up and require fewer human touches,” he added.

Within IAM for Sales, Move Forward has access to Docusign Navigator, an AI-powered document manager that centrally stores, manages, and analyzes finalized agreements automatically. Automating storage and syncing with features such as Docusign eSignature saves the team multiple hours each week.

“Not only do we have a lot of loan documents that we’re sorting and organizing, but it also helps our back office and admin track our current subscriptions, software, and agreements with vendors,” Frederickson says. “That way, we know when important things are happening, can track key dates, and get reminders all in one place.”

Salesforce Integrations put data collection on autopilot

Another big selling point was the strength of Docusign integrations. The integration between Salesforce and IAM for Sales didn’t disappoint.

For one thing, it was easy to get started. Move Financial doesn’t have any developers on staff, yet they found the integration easy to set up on their own. Once they did, data began to flow seamlessly between platforms, transforming how the team works.

“Rather than taking an application and inputting data somewhere else, the Docusign IAM integrations allow us to connect that input to where the data needs to be,” Frederickson said. “Now, we don’t need to do that step and can focus on processing information.”

Similarly, Docusign Gen for Salesforce creates efficiencies for both clients and their internal team. Move Forward securely collects information and applications in Docusign, then writes it back to Salesforce without manual intervention.

“We’ve set up loan documents to be mapped with merged fields from Salesforce, so we can then send documents from within Salesforce to Docusign,” Frederickson said. “Receiving updates within Salesforce lets us check document status in Docusign, which speeds up our ability to process and fund loans.”

Move Forward now has multi step workflows that give staff more time to connect with clients instead of processing information.

A 24/7 business differentiator

Any lender concerned with customer experience has to address notarizations. They’re a must-have for home loan applications, but getting documents notarized is rarely simple or convenient.

Determined to make finding a notary as simple as choosing a lending product, Move Forward adopted Docusign Notary On-Demand, which provides 24/7 access to a pool of notaries. Notary On-Demand lets clients notarize documents instantly from the comfort of their homes and mobile devices.

The team uses Notary On-Demand every day, and it’s become a competitive advantage for their brand.

“People would much rather just work on their phone at home to get something notarized than run down the street, or go across town to track someone down,” he says. “Notary On-Demand is easy to use, and our clients really love it.”

Getting clients into the right homes

Despite their successes, Frederickson believes this is “just the tip of the iceberg.” Docusign gives the Move Financial team the technology they need to fund loans faster and deliver superior customer service.

Frederickson looks forward to testing new Docusign features that will enable their team to do even more.

“Docusign is helping Move Forward financial deal with clients and their information more efficiently. We are able to build workflows that tackle many steps that used to involve employee touch, and now they’re happening rather automatically,” Frederickson said.