Connecting with customers and partners across Singapore.
Starhub improves customer experiences with fast, accurate paperless workflows.
1.25 K
Digital workflows processed per month
Objectives
Improve experiences for individual and enterprise customers
Maintain business continuity during work-from-home mandates
Hire top talent by delivering excellent first impressions of the company
Results
Trained staff across 12 departments in less than 5 weeks
Supports 1,250 paperless workflows per month
Reduces enterprise agreement signing time from days to hours
Eliminates time and costs associated with delivering documents for wet signatures
StarHub is a leading homegrown Singapore company that brings people, homes and enterprises world-class communication, entertainment and digital solutions. The company has grown quickly by delivering innovative and market-leading customer experiences. It is also known for its commitment to conducting business in a sustainable and environmentally responsible manner.
Kee Yaw Yee, Chief Information Officer of Information Services at StarHub, sees the company’s digital transformation as an important strategy to support these brand commitments. “As a technology company, we want to actively incorporate innovative solutions that can improve our customers’ experiences,” says Mr Yaw Yee. “By replacing manual paper processes with digital ones, we can complete paperwork such as service contracts faster and more accurately, resulting in better customer service quality.”
“The digital workflows delivered with Adobe Document Cloud allow us to provide customers and partners faster and more convenient experiences, with accuracy and security as priority.”
Kee Yaw Yee
Chief Information Officer of Information Services, StarHub
Secure, simple paperless workflows
StarHub deployed Adobe Document Cloud, including Adobe Acrobat DC and Adobe Sign, to deliver paperless workflows throughout the company. Adobe Acrobat has long been a leading application for electronic documents and employees across the company use Acrobat regularly.
Built-in audit trails give StarHub the security of knowing exactly where the documents are at any point in the signing process. Once the documents are signed, they can be automatically saved in the Oracle PeopleSoft system for easy viewing and storage.
Adobe Sign is simple for senders and signers alike. Signers can view documents and sign them within minutes from any device, without needing to download any apps or remember passwords. The intuitive interface makes it easy for users to understand how to create, send and manage document workflows.
Given the ease of managing and using Adobe Sign, StarHub quickly rolled out the Adobe application. The company started using Adobe Sign for complex enterprise customer agreements, gradually expanding its use company-wide.
“It took us less than five weeks to train staff across 12 departments to use Adobe Sign,” says Mr Yaw Yee. “Today Adobe Sign and Adobe Acrobat DC are used to process almost all partner and customer interactions, adding up to around 1,250 documents every month. The digital workflows delivered with Adobe Document Cloud allow us to provide customers and partners faster and more convenient experiences, with accuracy and security as priority.”
“Today Adobe Sign and Adobe Acrobat DC are used to process almost all partner and customer interactions, adding up to around 1,250 documents every month.”
Kee Yaw Yee
Chief Information Officer of Information Services, StarHub
Accelerating agreements with multiple signers
Enterprise customer service agreements can be complex, requiring at least four signatures. With Adobe Sign, agreement signing time shortened to an average of a few hours from a minimum of two days previously.
Previously, the StarHub team needed to print and mail documents to customers for signatures, requiring greater costs and time. Now customers receive an email notification and they can sign service agreements from any device in a few minutes. Signed documents are automatically routed to all signers in sequence, minimising signing time and improving workflow accuracy. Since people can sign from anywhere, the electronic workflow allows StarHub to easily conduct business with companies anywhere in the world.
“Adobe Sign helps us make a strong first impression on new hires with digital workflows that convey our focus on technology and quality of experience we deliver at StarHub.”
Kee Yaw Yee
Chief Information Officer of Information Services, StarHub
Streamlining new-hire paperwork
While StarHub primarily uses Adobe Sign for customer-facing processes, the human resources team also works with Adobe Sign to communicate with new hires. Using the integration with SAP SuccessFactors, the HR team can generate and send offer letters with just a few clicks. SuccessFactors also pulls new-hire information into onboarding documents, making the paperwork much faster and easier for incoming employees.
“Adobe Sign helps us make a strong first impression on new hires with digital workflows that convey our focus on technology and quality of experience we deliver at StarHub,” says Mr Yaw Yee.
Improving in-store customer experiences
Teams throughout the company use Adobe Acrobat DC regularly to create sharable electronic documents. But Acrobat also plays an important role in the customer experience in retail shops. When customers visit a retail store to sign up for new StarHub services, they now fill in information and electronically sign to finalise a contract using a PDF form created by Acrobat. The digital form makes it easy for customers to enter needed information quickly and accurately.
“We’re improving the experience for our customers by giving them an easier way to interact with us,” says Mr Yaw Yee. “We can get customers signed up for services faster so they can start enjoying their mobile, broadband Internet or pay television services straightaway.”
StarHub plans to continue streamlining workflows by integrating Adobe Sign into other customer-facing systems.
Recommended for you
https://main--bacom--adobecom.hlx.page/nz/fragments/customer-success-stories/contact-footer
