As companies move further into the digital space, signing paper documents is being viewed more as a point of friction in otherwise seamless customer experiences. CRM provider Pegasystems has announced a partnership with DocuSign to implement digital signature technology in an effort to eliminate this pain point and enhance the customer experience.
A new homebuyer, according to the release, is required to sign their name over 100 times during the financing process. The tedious process can be exhausting, and significantly detracts from the customer experience.
The disadvantages aren’t limited to customer experience, however, as wet signatures are financially inefficient for businesses. In addition to delaying revenue and reducing productivity, the physical documents require printing, processing, and shipping, all of which involve unnecessary expenses.
With digital signatures, signatures are produced at a much faster rate, with far less hassle than physical documents. This not only enhances customer engagement, but can provide a boost to the company’s bottom line.
“Every company is talking about improving customer experience, but one of the most overlooked areas to improve is when the customers put pen to paper at the very end of the transaction,” Steve O’Brien, Pegasystems Senior Director of Product Marketing, told Loyalty360. “Anyone who’s bought a home or recently refinanced knows the pain of taking time to schedule a closing meeting and signing document upon document. Our integration with DocuSign makes it easy for our clients’ customers to quickly sign and send from any device. It’s simple digital touches like this along the customer journey that adds up to an overall happier and more loyal customer.”
Pega’s CRM platform serves 2,000 customers worldwide, and the DocuSign implementation will allow them to digitally capture signatures on all Pegasystems applications, in addition to custom CRM applications that are built upon the Pega 7 platform.
“We’re thrilled to have Pegasystems join the DocuSign Global Trust Network and integrate DocuSign into their solutions,” said Mark Register, DocuSign’s Senior Vice President of Business Development and Channels. “With many of the world’s leading organizations evolving their entire business with Pega, this integration will bring the power of Digital Transaction Management to more companies around the world.”