Simplified paperwork, hassle-free removals. 

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.”

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.”

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.”