Simplified paperwork, hassle-free removals.
Grace Group creates frictionless contract and signing experiences for B2B and B2C customers on the move with Adobe Acrobat Sign.
Saved tens of thousands of dollars every year creating customised forms in-house
Objectives
Reduce government rejections of incomplete or illegible customs forms
Customise transit insurance based on needs of B2C and B2B customers
Cost-effectively provide personalised experiences for customers with customised forms
Cut time, labour and costs related to processing thousands of transactions
Results
Used autofill and wet signature features to produce accurate, legible customs paperwork with zero form rejections
Processes 6,000 to 8,000 insurance form transactions each year
Saved tens of thousands of dollars in consultant fees by creating bespoke forms for B2B customers in-house
Expanded IT capabilities of a small internal team through integrations with Power Automate
Making moving easier for personal and business customers
Whether a family is packing up a single-family home to move overseas or a company is delivering office equipment to a branch location across the country, they need a removalist they can trust.
As leading removalists in Australia, Grace Group understands that moving involves more than safely transporting boxes one town or several time zones over: The company also guides customers through the heavily paper-based processes of getting transit insurance or completing the complex customs forms often required to deliver goods internationally.
To streamline reviewing and signing documents for customers, Grace Group initially tried DocuSign. However, the company found DocuSign costly and difficult to use. The Grace Group team needed an e-signature application with the flexibility to handle a variety of needs for personal and business customers. Gaining greater visibility into document workflows to track individual forms and follow-up as necessary was also a key priority, compelling the company to switch to Adobe Acrobat Sign.
“There are so many parts to a move that it’s easy to feel overwhelmed. Our customers rely on us to make their move as seamless as possible,” says Andrew Wilson, Group Marketing Manager for Grace Group. “We turned to Adobe Acrobat Sign to streamline some of the more time-intensive and intricate steps of relocating a home or business.”
“Adobe Acrobat Sign enables our small internal team to handle between 6,000 and 8,000 transactions each year and significantly boost our productivity.”
Andrew Wilson
Group Marketing Manager, Grace Group
Saving time on insurance forms with e-signatures and automation
To help customers protect their belongings during a move, from family heirlooms to enterprise-wide computer set-up, Grace Group offers transit insurance tailored to individual customer needs. Insurance forms must list all items and their value, must be signed by the customer and become the master document for the insurance coverage purchased.
Through Acrobat Sign, Wilson and his team can effectively manage the creation and signing process for thousands of insurance policy forms. Working with Adobe support teams, Wilson capitalised on integrations between Acrobat Sign and Microsoft Power Automate - an online tool that creates automated workflows between applications to handle repetitive and time-consuming tasks - to develop a web portal for customers.
Instead of requiring customers to fill in forms by hand, customers can access forms through the web portal and complete them online. Customers enter each item and its value right into the form, select any add-ons or special options for valuables and instantly see the total cost of coverage.
With a more complete picture of the best insurance package for their move, customers can use Acrobat Sign to complete the purchase. Power Automate routes the form back to the Grace Group office that will be handling the move, where it is stored in a secure shared drive. Grace Group teams can keep their eyes on the entire process through tracking features in Acrobat Sign, proactively keeping in touch to customers if they haven’t returned their insurance forms.
Some of the company’s B2B customers negotiate agreements that require customised insurance documents that may even be co-branded with their corporate logos. Using Acrobat Sign, Wilson develops bespoke insurance forms in-house, without requiring outside assistance.
“With Acrobat Sign, we can easily create our own customised forms, saving us tens of thousands of dollars that we would have spent on consultants to do it for us,” says Wilson. “Adobe Acrobat Sign enables our small internal team to handle between 6,000 and 8,000 transactions each year and significantly boost our productivity.”
“Using Adobe Acrobat Sign, we’ve created a faster, more frictionless experience for customers completing customs forms. After adopting the ‘wet signature’ feature of Acrobat Sign, we haven’t seen a single customs form refused, making the process much easier and more convenient for customers.”
Andrew Wilson
Group Marketing Manager, Grace Group
Simplifying customs document processing
Planning an international move involves much more than booking air fare. Grace Group helps customers through the rigorous process of completing customs forms for household goods.
Customers previously sorted through large, hard copy packets of forms and entered their information by hand. If they missed any part of a form or their handwriting was considered “illegible,” the government would send it back for a re-do and re-submit.
Now, Grace Group can streamline and accelerate this process, even when a wet signature is required on the final form. Taking advantage of the “wet signature” feature on Acrobat Sign, Wilson set the signature type for electronic customs forms to “written” to trigger a specific workflow in Acrobat Sign.
Customers start by filling in a simple Microsoft form with basic information, such as their name, passport number and email address. This triggers an Acrobat Sign email invitation through Power Automate that directs them to fill in a customs form that has been pre-populated with their name and passport number.
Customers can complete the rest of the document digitally, with required fields to make sure they fill in everything correctly and completely. Upon completion of the form, they are instructed to print and sign the document. A second email is sent to the customer with a link where they can securely upload and submit the form.
Tracking capabilities through Acrobat Sign and robust automation in Power Automate allow Grace Group to send additional follow-ups to customers who haven’t returned their signed forms.
“Using Adobe Acrobat Sign, we’ve created a faster, more frictionless experience for customers completing customs forms,” says Wilson. “After adopting the ‘wet signature’ feature of Acrobat Sign, we haven’t seen a single customs form refused, making the process much easier and more convenient for customers.”
Providing more secure, versatile services for customers
The frictionless experiences enable Grace Group teams working everywhere from Melbourne to The Philippines to co-ordinate customers’ international removals.
Often, these teams must see copies of a customer’s passport to facilitate customs processing. Instead of emailing pictures of their passports, customers have a far more secure option. They simply receive an email and click a link to upload clear images of their passports using Acrobat Sign. Grace Group team members collaborating in Acrobat Sign can quickly access and process these images instead of manually saving attachments or pulling photos from the body of an email. Customers have the added assurance that the images stored on the Adobe server will be deleted after about eight weeks.
Whether a family wants to set up a household in Sydney or a business needs to cut the ribbon on a satellite branch opening in the U.S., Grace Group teams are finding increasingly creative ways to use Acrobat Sign to help them to get where they need to go.
Wilson has started using text tags in Acrobat Sign to convert intricate forms originally created in Microsoft Word into contracts that can be sent for e-signature. To make these forms more visually appealing and easier to follow, he can import Adobe InDesign templates or layouts into Acrobat Sign. Using text tags, he can build form fields directly in the contract that specify the type of field, such as text, drop-down list, date or electronic signature.
“Choosing to relocate one’s life or business is an important decision for our customers. In Adobe Acrobat Sign, we’ve found an incredibly flexible resource that can help us to improve the experience of every move,” says Wilson. “With Adobe Acrobat Sign, we’re constantly developing more cost-effective, creative ways to help customers to the next stage of their personal or professional journeys.”
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