The company selected Acrobat Sign as its foundation for e-signature and document automation due to its stellar reputation and robust features, including support for data protection.
“Adobe is a strong, global brand, which makes our customers feel comfortable using Acrobat Sign for e-signatures,” says Amber Chou, account manager of customer service at BIONET. “We also value the solution’s capabilities for protection of personal information while making processes much easier and faster for our customers and staff. An added advantage for us is that Adobe has a solid support team in Asia.”
BIONET appreciates the transparency and trackability, so its teams can see the status of e-signature completions on agreements, which average 300 to 500 per month. The benefits also extend to BIONET sales representatives, who now find it easier to document closed contract performance in time to meet monthly goals and help ensure bonuses are paid correctly.
Before using electronic signatures, contract paperwork would sometimes be returned incomplete or with incorrect responses from customers. This would often require a return visit to the customer by a sales representative. BIONET customer service representatives can now address this issue by incorporating required fields for customer signatures and initials, along with parameters or pre-defined answer options for other required information.
“We use Adobe Acrobat Sign to proactively improve the quality and completeness of information collected in our agreements. This saves us a lot of time and boosts the company’s overall productivity,” says Chou.
In addition, the solution saves the company money and fosters environmental sustainability. “We’ve eliminated the expenses associated with printing thousands of pages of documents and sending them via couriers,” Lo says. “Overall, we’ve seen 20% cost savings using Adobe Acrobat Sign for our customer contracts.”
Looking ahead, the company plans to expand use beyond its B2C workflows with customers to B2B processes, such as signing agreements with international institutional partners and others. “Our goal is to eventually have all our internal and external processes become digital,” says Lo. “We want 100% of our documents to be signed electronically so we can better serve customers in Taiwan and abroad.”