Keeping customer interactions quick and simple
Just a few months after deployment, Varian has integrated Adobe Sign into many critical document workflows. The e-signature tool has gone a long way toward greater efficiency and a better customer experience.
“We operate in 162 countries, with more than 8,000 installations, so the ability to request e-signatures in any language is a big help,” says Xu. “Plus, Adobe Sign enables people to set automatic reminders, so they can dedicate more time to their core jobs rather than administration.”
The teams involved in the field service report process were one of the first to latch on to Adobe Sign. Whenever Varian engineers visit a cancer treatment centre — whether to install a machine, replace a part, upgrade a system or perform any other service on the radiotherapy equipment — they need to get sign-off from the customer. It’s in everyone’s best interest to make these interactions as quick and easy as possible, so machines are ready for the next patient and doctors can get back to work.
“We integrated Adobe Sign with Salesforce Service Cloud to enable engineers to generate field service report automatically within Salesforce and trigger an e-signature request at the same time,” says Xu. “With up to tens of thousands of field service report transactions every year, it saves a lot time when they can handle everything in an automated digital workflow.”
Varian also uses Adobe Sign to manage the contract lifecycle, including sales contracts and legal-related non-disclosure agreements, with integration into a contract lifecycle management (CLM) system and Salesforce. Employees can spin up contracts in CLM and push them through Adobe Sign for signature, storing the documents in Salesforce. That not only saves hours and days internally, it creates a better experience for Varian’s research partners, speakers and customers, including leading-edge institutions such as Stanford Medical Centre.
“We never want paperwork to slow down the process of getting life-saving technology into the hands of doctors,” says Xu. “With Adobe Sign, the cancer treatment centres we work with can sign contracts faster to get the equipment they need.”