Increasing billable hours by accelerating contract workflows
Using the integration between Microsoft Dynamics 365 and Adobe Sign, members of the sales operations team and Program Management Office (PMO) send about one document per day invariably supporting contracts worth millions of pounds. In addition, there are often multiple language versions of each document required for global clients.
When staff need to create a document, they simply open the Microsoft Dynamics 365 customer record and click a button to create the relevant documentation. With one more click in Microsoft Dynamics 365, staff can then send the document for signature through Adobe Sign.
Because all workflows are initiated directly through Microsoft Dynamics 365—software that staff are already familiar with—they needed little training to start sending electronic documents for signature with Adobe Sign.
“We had some internal training about how to use Adobe Sign workflows, but most staff just picked up how to do this on their own in just a few days,” says Kyle Hill. “By automating document management workflows with Adobe Sign and Microsoft Dynamics 365, employees now spend half the amount of time processing paperwork.”
Customers can view, sign, and return documents from any device, reducing the turnaround time for document signatures from more than 10 working days to 2 days. This dramatically shortens the time for customers to start receiving Hitachi Solutions’ services. While customers appreciate starting engagements sooner, the faster completion of agreements also benefits Hitachi Solutions.
“Our primary asset is our expert staff who deliver billable work to customers,” says Simon Drake. “The integration between Adobe Sign and Microsoft Dynamics 365 ultimately improves our bottom line by allowing us to complete contracts faster so staff can start working on client projects much sooner.”
Efficient and compliant customer services
In addition to helping customers get started with services faster, working with the Adobe Sign and Microsoft Dynamics 365 workflow improves customer experience. Customers no longer need to look through contracts in triplicate to find where to sign. They also don’t need to worry about rushing to the post office when they’re done signing. The quicker engagement process also benefits customers in that their own teams can avoid downtime waiting for documentation to be signed in order to start projects with Hitachi Solutions.
Customers can also feel reassured that the processes are compliant with regulations and internal standards. Adobe Sign records information about who signed the document, when they signed the documents, and other necessary data to provide a clear audit record for each signature. Having this record of data improves auditability for Hitachi Solutions’ audit partners as well as corporate compliance requirements from its headquarters in Japan. It also helps Hitachi Solutions demonstrate compliance to GDPR and other information and privacy regulations.
Hitachi Solutions hopes to extend use of Adobe Sign from customer relationship management to other processes that require signatures, such as Human Resources paperwork.
“Our customers are getting a much more efficient, auditable, and professional experience than they did before thanks to the integrations between Microsoft Dynamics 365 and Adobe Sign,” says Simon Drake.