Analyst Reports

The State of Systems of Agreement, 2020

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Agreements are foundational elements of any business, but agreement processes are still largely manual and hampered by inefficiencies. In fact, 9 out of 10 organizations are burdened by manual agreement processes that lead to poor customer experiences, project delays and increased costs.

This study, conducted by Forrester Consulting on behalf of DocuSign, combined quantitative surveys and qualitative interviews to research modern agreement processes across the world. Here are some of the key findings:

  • Leaders are moving past simple eSignature optimizations, blending in pre-and post-signature activities to create a powerful automated workflow
  • Customer experience remains a top agreement priority for the second year in a row
  • Digital tools are being increasingly adopted, but incomplete vision and poor integration result in a disorganized stack of ineffective point solutions


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