Whether you serve clients, members, or guests, customer-facing organizations benefit from a seamless and engaging onboarding process that gives customers faster access to the products and services they want. The onboarding process is often the first direct interaction with your business. It presents a key opportunity to deliver value early and make customers feel confident in their decision to work with you. Get it wrong, and you risk losing revenue. In fact, 96% of customers opens in a new tab with a high-effort service interaction become more disloyal.

Eliminate process bottlenecks

Manual and disconnected onboarding steps, like taking a photo and emailing a copy of your ID, can create unnecessary friction, and ultimately cost you customers. In fact, 18% of customers opens in a new tab abandon transactions because the process is too long or complicated. 

Manual data entry also often requires multiple touchpoints, increasing the likelihood of errors that can cause downstream issues and delays​​. By digitizing and automating workflow steps, you gain end-to-end visibility into the onboarding process, helping identify bottlenecks, improve operational efficiency, and accelerate customer time to value.

Tailor agreements to your customers

Having to continually re-enter information creates a frustrating customer experience. Unfortunately, it’s an incredibly common issue, with 56% of customers reporting opens in a new tab having to repeat themselves because companies fail to connect information across channels. 

That’s why tailoring agreements to the individual is so important. By implementing dynamic forms and agreements that adapt questions, fields, and sections, you can reduce unnecessary steps and boost conversion rates. Agreement data can be pushed automatically into downstream processes and systems, shortening the customer's time-to-value.

Drive loyalty and retention

After onboarding, agreements play a critical role in delivering value to customers. Integrating agreements with core systems, such as a CRM, significantly reduces the time employees spend searching for documents, allowing them to activate customers and respond to customer inquiries swiftly and accurately. This also minimizes administrative burdens so employees can focus on delivering a great customer experience.

• 600+

  fully automated monthly membership autopay enrollments

• >2 days

  to process agreements for clients, down from weeks

• 99%

  less time to locate documents, improving constituent services

Removing friction from the customer journey

• Speed up customer interactions

Organizations improve document turnaround times by 81%, accelerating customer onboarding, approvals, and service requests.

• Improve customer outcomes

Organizations with advanced agreement capabilities are 54% more likely to outperform their customer support and issue resolution goals, enabling faster, more consistent customer service.

• Trust at enterprise scale

More than 95% of Fortune 500 companies rely on Docusign to securely manage mission-critical agreements and customer interactions.

• Turn trust into a competitive advantage

Organizations making greater investments in identity verification are 2.7× more likely to report a competitive advantage and 1.6× more likely opens in a new tab to see a positive impact on their brand.

• Improve employee productivity

Docusign customers increase productivity across agreement-driven processes by an average of 73%, helping customer-facing teams respond faster and deliver more efficient service. (Docusign Voice of Customer)

• Minutes to Engagement

  Qualified leads can automatically receive agreements almost immediately after intake.

  
  

• Every Lead Accounted For

  Automated routing and tracking ensure qualified opportunities don't fall through the cracks.

  
  

Why Docusign? 

Deliver experiences that convert and scale

Client onboarding is one of the most important moments in the customer journey. Yet too often, customers are forced out of seamless digital experiences and into disconnected, manual processes filled with lengthy forms, repetitive data entry, and fragmented systems. Every unnecessary step creates friction that slows onboarding, reduces conversion, and increases operational effort. Agreements are essential to onboarding and should be a focal point in any customer experience transformation initiative. 

The Docusign Intelligent Agreement Management (IAM) platform for Customer Experience helps organizations digitize and connect every step of the customer journey, from data collection and identity verification to agreements, workflow automation, and downstream integrations. Built on an extensible AI-powered platform, organizations can automate customer-facing processes, unlock insights from agreement data, and accelerate work with intelligent experiences that reduce manual effort and improve decision-making. The result? Faster onboarding, higher conversion, greater operational efficiency, and trusted customer experiences that scale.

To learn more, check out our latest eBook on frictionless customer onboarding and connect with our sales team.