Customer satisfaction on the rise
Before implementing Adobe Sign, sales agents either mailed, emailed or even hand-delivered contracts to every customer. Customers would sign the document, then either scan or mail the signed copy to return it. BT Local Business could only activate services for customers after receiving, checking and filing signed contracts, so it could take weeks for customers to start using the services they ordered.
“Our average turnaround time for contracts has gone from 28 days to 7 hours with Adobe Sign,” says Andrea Swann, Global Admin Lead at BT. “Customer satisfaction is going up because turnaround is so much faster.”
BT Local Business chose Adobe Sign over other options due to its simplicity. Using built-in integrations with Salesforce CRM, sales agents can build a sales contract in Salesforce and send it to customers with just three clicks. Customers receive an email with a link that allows them to view and sign the contract in minutes. The signed contract is automatically uploaded to Salesforce and Adobe Sign notifies all parties that the contract has been completed.
Switching to electronic workflows does more than just improve the turnaround time. Adobe Sign provides a clear record of who signed the contract, where and when. This helps BT Local Business provide a reliable audit trail to meet compliance and regulation standards.
“We identified one specific security feature that we needed to meet compliance,” says Swann. “Adobe was on board with us from day one to help us to implement that feature into the latest release. There’s not many companies that I know of that will go that far for a customer.”
Working with electronic documents also creates dramatic savings for BT Local Business. The company can reduce paper, print and postage costs, while eliminating the need to store and organise thousands of sheets of paper. This adds up to savings of £630,000 annually associated with the company’s customer contract workflow.
“The cost savings with Adobe Sign are astronomical,” says Swann. “We’re already saving £630,000 annually in paper, printing, postage and document storage and the savings continue to increase as our business grows.”