BIONET initiates and renews cell therapy product agreements with Adobe Acrobat Sign.
Increase in sales and customer service team efficiency for processing service contracts
Make it easier for customers to sign up for cell storage products and services
Streamline contract renewals for more than 1.5 million customers
Improve customer service and sales team productivity as client base grows
Saving money while providing a better customer experience online and via mobile devices
Shortens new contract completion cycle from 3-5 days to less than a day with e-signatures
Eliminates 1- to 2-week delays in sending and returning physical renewal paperwork
Enables document automation workflows that increase team efficiency by 50%
Reduces costs by 20% by eliminating printing and couriers for 300 to 500 documents monthly
Founded in 1999, BIONET Corp. is a pioneer in cell therapy, precision health, genetic medicine, and scientific informatics, providing technologies in cells, genetic testing, skin care, and more. For almost 20 years, the company has invested in the field of mesenchymal stem cells (MSC) and was the first in Asia to establish a Mesenchymal Cell Bank for the stable supply of MSC units for treatment.
Multiple cell therapy approvals from Taiwan’s Ministry of Health and Welfare enable BIONET to use adipose-derived MSC to treat degenerative arthritis, knee cartilage defects, and chronic wounds, and to use cytokine-induced killer (CIK) cells for cancer treatment. BIONET’s business continues to grow as more people recognize the value of these cell therapies.
BIONET also established “BIONET Therapeutics” in 2022 to accelerate the development of cell therapy products and exosome diagnostics and therapeutics to provide a wider range of services. Given ongoing medical advances in MSC and umbilical cord blood stem cells in regenerative medicine and cell therapy research, more people are opting to use BIONET’s services to preserve their stem cells for regenerative treatment.
As Bionet approached its 23rd anniversary, it embarked on a digital transformation initiative to better serve internal and external customers. This included adopting Adobe Acrobat Sign to enable electronic signatures on cord blood banking contracts.
Director of Sales Representative, BIONET
Many BIONET customers sign up after learning about cell therapy at seminars. In the past, it could take three to five days for BIONET to receive and process signed contracts from these new customers. With Acrobat Sign, the company can easily send contracts to people to view instantly on their own devices during seminars. A sales representative on site can even guide prospects through the contracts in person.
Customers who are ready to move forward can e-sign on the spot, before leaving the seminar. Those who need more time can simply access the agreement later from any electronic device, anywhere, and easily complete and sign the services contract before giving birth. Customers that want to sign up without an in-person meeting, which became a more popular option during the COVID-19 pandemic, appreciate that they can do so remotely using e-signatures.
“Adobe Acrobat Sign has increased our efficiency in processing new cell therapy product customer contracts by 50%,” says John Chiang, director of sales representative at BIONET.
Director of Customer Service, BIONET
BIONET’s schedule for upcoming contract renewals was a major impetus for improving its business processes with electronic signatures. With a 20-year duration, service agreements from its first year of operations were approaching expiration as BIONET implemented its new e-signature workflows.
Because over the years customers often move from their original addresses, sometimes even overseas, completing signed renewal paperwork with wet signatures could take two weeks or longer. “It’s not realistic for us to meet everyone in person to have renewals signed,” says Teresa Lo, director of customer service at BIONET. “With Adobe Acrobat Sign, we have a scalable solution that enables us to offer our thousands of valued customers a high level of service and convenience that promotes smooth continuity for our business operations.”
Account Manager of Customer Service, BIONET
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.”