Auto dealerships can’t cut corners when it comes to sales documents. There are all kinds of rules governing them — forms must be printed on the right paper, presented to customers in a certain order, stored properly, delivered to state agencies and lenders and free of errors. And until recently, CarMax associates handled much of it by hand.
Today, however, generating sales documents is digital and highly automated. Adobe Experience Manager Forms is used to create dynamic form templates, customised by state and stored in a central repository for easy access. For shop associates, it’s simply a matter of requesting the documents — the system automatically generates them and puts them in the right order, filling in details about the purchase price, taxes and fees, VIN number, service plans and more. When they’re ready, the seamless integration between Forms and Adobe Sign enables them to send signature-ready agreements, all electronically.
“For anyone who has used Adobe Sign, this is an incredibly quick and easy process,” says Farneth. “Whereas before, associates had to guide customers through the contracts and use those yellow ‘sign here’ flags, it’s now all managed seamlessly in Adobe Sign and Adobe Experience Manager Forms.”
As for customers, they get a clean, organised packet of forms via email and can sign at their convenience. That could be on a desktop at work. It could be on a tablet when CarMax delivers a vehicle to their home. Or it could be at the dealership, right before driving away with a new car.
“Digital sales documents transform the car-buying experience,” Farneth says. “I remember talking with the first customer to use our e-signature experience. She signed everything during a lunch break at work, we delivered at 4:30pm and she left the office in a beautifully loaded GMC Yukon.”