Delight Your Customers with Docusign

DELIGHT YOUR CUSTOMERS WITH DOCUSIGN How-To Guide DELIGHT YOUR CUSTOMERS WITH DOCUSIGN HOW-TO GUIDE DELIGHT CUSTOMERS BY DELIVERING EXCELLENT CUSTOMER EXPERIENCE A seismic business shift is underway. It’s no longer sufficient to differentiate merely on the basis of product features and price. Today, customer experience (CX) is more important than ever.

Deliver excellent CX, and your customers (as well as buyers, employees, suppliers, and vendors) will reward you with positive press and loyalty, helping your company grow and prosper.

CX can be challenging to implement, and DocuSign makes it a lot easier. In this eBook, we’ll talk about four best practices to delight customers, and how DocuSign can help you realise them.

20% 16% Price Price 43% 50% Experience 34% Experience 37% Products Products

Today 2020 *out of 100 points

When it comes to delivering stellar CX, speed counts, but it’s not the only thing.

MORE THAN 225,000 COMPANIES USE DOCUSIGN TO IMPROVE CUSTOMER EXPERIENCE BY: • Saving their customers time with digital transactions instead of paper-based processes • Supporting any method of approval, including in-person, web-based, mobile, and remote signing. • Simplifying complex business processes by integrating electronic signature into existing systems and workflows

© 2016 DocuSign WE HAVE SAVED AROUND €30,000 PER YEAR, BUT THE MOST IMPORTANT BENEFITS ARE THE TIME SAVINGS, MAKING THE MOST OF OUR SALES PEOPLES’ TIME AND PROVIDING A REALLY GOOD EXPERIENCE TO OUR CUSTOMERS.” - Páginas Amarillas IT’S A FANTASTIC UNIQUE SELLING POINT FOR US TO HAVE AND A POINT OF DIFFERENTIATION IN TERMS OF THE SERVICE WE OFFER. RATHER THAN SPENDING TIME CHASING SIGNED ORDER FORMS WE’RE NOW ABLE TO SPEND MORE TIME SUPPORTING OUR CUSTOMERS AND GETTING NEW BUSINESS.” - USB2U THE IMPROVED USER EXPERIENCE PROVIDES US WITH A UNIQUE SELLING POINT THAT GIVES REED A COMPETITIVE EDGE WHEN PROSPECTING CLIENTS.” - REED ACHIEVE FOUR KEY CUSTOMER EXPERIENCE BEST PRACTICES USING DOCUSIGN

Sometimes it’s hard to know where to invest time and resources in a CX program to get the highest return. These best practices can help you set priorities and guide your decisions:

• Create a customer-centric digital CX vision. • Pre-empt customer problems by offering seamless self-service. • Gain greater visibility into business operations and better measure success. • Provide consistent CX no matter how customers interact with you.

© 2016 DocuSign DOCUSIGN HELPS OUR CUSTOMERS IMPROVE THEIR BUSINESS PROCESSES AND INCREASE PRODUCTIVITY.” - Microsoft WE HAVE HAD PEOPLE ACTUALLY TAKE THE TIME TO REACH OUT TO US AND THANK US FOR THE PROCESS.” - Fortune 500 Pharmaceutical Company 1. CREATE A CUSTOMER-CENTRIC DIGITAL CX VISION

Digital transformation. Just say the words and Digital Heroes are stepping up with new initiatives. That’s great because digitised business processes are the foundation of exceptional CX.

Fortunately, DocuSign fits right into a digital transformation vision. In fact, you should ensure your vision statement includes enabling customers to complete transactions simply, quickly, and securely. DocuSign supports each of these goals: • Simple. Signers and senders just log in and follow the prompts to easily approve and sign documents anywhere, anytime. • Quick. Transactions are conducted and documents completed instantly, at the click of a button. • Secure. Signers can be authenticated using one of four methods, and information is encrypted.

© 2016 DocuSign [OF RESPONDENTS] 24% WANT MORE DIGITAL INTERACTIONS THAN CURRENTLY OFFERED BY PROVIDERS.”3 - Accenture IT’S EASY AND FAST FOR SIGNERS, AND IT HAS NOTICEABLY ACCELERATED OUR BUSINESS.” - Salesforce 2. PRE-EMPT CUSTOMER PROBLEMS BY OFFERING SEAMLESS SELF-SERVICE Why not eliminate potential snags before they create customer problems? With DocuSign, you can avoid phone tag, emails, texts, and faxes, along with the delays they cause.

WITH DOCUSIGN, YOUR CUSTOMERS CAN: • Access, view, download, print (if desired), sign, and send documents in a few clicks. • Use text-to-speech capabilities to improve accessibility. • Approve documents in their language of choice.

© 2016 DocuSign THERE IS A PROVEN INCREASE IN USE AND OUR CLIENTS HAVE POSITIVE FEEDBACK ON HOW DOCUSIGN AND LINKEDIN WORK TOGETHER. SO I ANTICIPATE THAT THIS COOPERATION WILL ONLY INTENSIFY AND BE STRENGTHENED.” - LinkedIn Benelux …76% OF I.T. LEADERS AND 93% OF LOB DECISION-MAKERS FEEL THAT A DIGITAL EXPERIENCE IS IMPORTANT TO THEIR ENTERPRISE.”4 - Forrester 3. GAIN GREATER VISIBILITY INTO BUSINESS OPERATIONS AND BETTER MEASURE SUCCESS Good luck measuring and applying metrics when you have file cabinets full of paper.

Using DocuSign’s reporting and dashboards, you can monitor the status of your document transactions in real time. And automated reminders help nudge processes along, providing a faster and better customer experience.

DIGITISING TRANSACTION PROCESSES WITH DOCUSIGN CAN HELP YOU: • Oversee transaction processes. • Capture and display statistics to improve customer-facing KPIs. • Track results and improvements as you go.

© 2016 DocuSign ALL OUR CLIENTS, BUT ESPECIALLY OVERSEAS LANDLORDS, SOON ONLY WANTED TO DEAL WITH DOCUSIGN DOCUMENTS.” - Romans THE STAFF STARTED USING IT AND THEY ABSOLUTELY LOVE IT. IT IS SO EASY TO USE THAT THE CLIENTS ARE VERY OPEN TO IT AS WELL. IT’S EVERYTHING WE COULD HOPE FOR.” - Insights 4. PROVIDE CONSISTENT CX NO MATTER HOW CUSTOMERS INTERACT WITH YOU

With DocuSign, your customers can complete transactions however they want: in-person signing on tablets, remote signing online, or via mobile devices including smartphones and tablets.

DocuSign has native apps for iOS, Android, and Windows Mobile. Plus it supports mobile browsers. No matter how your customers choose to sign, their experience is the same every time with:

• Visual icons and instructions • An intuitive interface • Clear, logical interaction steps

© 2016 DocuSign THERE ARE NEVER QUESTIONS ON FUNCTIONALITY AND USABILITY.” - SAP WE’VE HAD FEEDBACK SAYING THAT THEY’VE REALLY ENJOYED USING IT AND THEY WISH THEY COULD HAVE SOMETHING SIMILAR.” - Grass Roots DELIGHT YOUR CUSTOMERS WITH DOCUSIGN

Delivering excellent, consistent CX is critical to your company’s reputation, success, and growth. DocuSign can help you achieve best practices, so you can delight your customers every time they interact with you. And you’ll earn the rewards that follow.

DocuSign is the #1 eSignature app on the Salesforce AppExchange and is #1 with all analysts including Gartner, Forrester, Aragon, and Ombud. On average, nearly 1 million transactions are DocuSigned every day. Learn more about how companies are using DocuSign to delight their customers. Click Here.

© 2016 DocuSign WE HAVE HAD GREAT CUSTOMER FEEDBACK ON DOCUSIGN. ONE CUSTOMER WAS ON A CLIMBING HOLIDAY AND NEEDED TO GET A VACANCY ADVERTISED QUICKLY—BEFORE HE GOT BACK TO HIS DESK IN THE UK. WITH DOCUSIGN HE SIGNED IT OFF ON HIS IPHONE WHILST HE WAS AWAY.” - Webrecruit DOCUSIGN MAKES US HEROES TO OUR CUSTOMERS.” - Cisco Systems, Inc. SOURCES

1. http://www.inc.com/bill-carmody/customer-experience-is-your-only-differentiator-you-re-about-to-be-rewarded-or-p.html 2. http://www.walkerinfo.com/customers2020/ 3. https://www.accenture.com/us-en/insight-digital-improve-customer-experience 4. Digital Transforms the Game of Business: Digital Transaction Management Emerging As Key Solution, Forrester, March 2015, page 2

© 2016 DocuSign DocuSign® is changing how business gets done by empowering more than 225,000 companies and more than 85 million users in 188 countries to send, sign and manage documents anytime, anywhere, on any device with trust and confidence. DocuSign replaces printing, faxing, scanning and overnighting paper documents to transact business. DocuSign enables organisations of every size, industry and geography to make every decision, approval, workflow and signature fully digital. DocuSign and Go to keep life and business moving forward. For more information, visit www.docusign.co.uk, call +44 203 714 4800, or follow us on Twitter, LinkedIn and Facebook. © 2016. DocuSign, Inc. is the owner of DOCUSIGN® and all of its other marks (www.docusign.com/IP). All other marks appearing herein are the property of their respective owners.