The Powerful Combination of E-signature and Digital Forms Takes Customer Experience to a New Level

Dilani Silva,

The time for companies to prioritize end-to-end digital transformation is upon us. From personalizing every interaction a customer has with a company to creating rich, interactive conversations, enterprises must take the necessary steps to make this a reality. The overall goal should be to enhance the existing customer experience through the use of data, analytics and systems that make it possible to use the information gathered to tailor experiences fit for each individual. 

That’s because over the last few years, consumers have become accustomed to the ease of use and convenience of digital CX superpowers like Amazon, Uber, Netflix and more. What’s more is customers have more control than ever and are taking charge of how they interact with companies. Customers expect tailored experiences from every company they do business with, creating a huge opportunity for enterprises across insurance, financial services and healthcare to optimize their processes.  

One area that is ripe for transformation is the e-signature experience. Many businesses believe e-signature alone is creating an amazing CX (although it is much more efficient than wet signatures, direct mail and/or faxes!), but there is room for improvement. Through forms automation and integrating the data collected via response-based interviews with e-signature solutions, the e-signing process becomes much more personalized – and fast. 

In this post, we dive into how digital, interview-style forms combined with sophisticated e-signature solutions are a powerful combination and why together, they take the customer experience to a new level.

Personalize Customer Conversations with Data and Automation 

The opportunity is here for companies to leverage cloud-based technology to successfully deliver highly personalized and consistent conversations. This means that interactions must be two-way and well-coordinated across channels, devices and lifecycle stages. Working proactively is also important as enterprises prepare for new channels and challenges still to come. However, it requires an approach that reduces or removes the need for PDFs and static, paper-based forms. It requires a total transformation that helps companies digitize their forms-based processes across the business. 

One of the ways companies can start this transformation and put a proactive approach into practice is by using systems and software solutions that enhance the end-to-end customer experience and continuously scale to meet customers’ increasing needs. This includes leveraging software solutions—like e-signature and forms automation solutions—to facilitate valuable, two-way customer conversations, versus the outdated method of transactional, one-way communications.  

Put into practice, combining modern e-signature solutions with intuitive, interview-style forms optimizes agreement signing processes and workflows for customers in the insurance, financial services and healthcare industries. For example: 

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Using the available customer data to further customize conversations and experiences with the customer is a big driver in increasing brand loyalty and trust. The e-signature integration (offered through the partnership between OneSpan and Smart Communications) gives companies the ability to help fill in gaps by adding onto other core systems that may not have the same functionality or capabilities.

A few ways this enhances the end-to-end customer experience: 

  • It pulls in data from core systems, allowing records to be pre-filled by the customer, further personalizing data for the company and using it to enhance the customer experience 
  • It allows internal and external contributors to add, review and approve information, which increases efficiency 
  • It removes the need for paper signing with integrated e-signature tools, accelerating agreement completion time and eliminating manual data entry/scanning 

Automating some of the more tedious, manual tasks that are necessary day-to-day will save time, money and most importantly will allow employees to focus on providing a next-level customer experience.  

The Power of Partnerships: Bringing E-Signature and Interactive Forms Together 

On their own, the SmartIQ™ solution and OneSpan Sign electronic signature software are powerful systems. SmartIQ helps digitize manual processes as well as connect legacy and modern software systems to automate the communication between them.  

OneSpan Sign brings automation to workflows with electronic signatures in an effort to improve customer experience, strengthen compliance and eliminate costs related to paper-based processes. With very similar goals, it made great sense to integrate these two systems, bringing immense benefit to the companies we both serve. Some of those benefits can help: 

  • Drive up completion rates when creating a unique customer experience with mobile-ready forms and white-labeling capabilities 
  • Increase productivity and efficiency by eliminating manual data entry and processing errors 
  • Build secure and compliant customer digital journeys that meet industry-standard security requirements and ensure that data is safe at all times 

The integration also transforms content-centric workflows in order to achieve notable ROI, including:  

  • Frictionless digital experiences that improve CX and lead to higher application completions 
  • Decreased errors, NIGO rates and spend by reducing paper, printing and mailing costs 
  • Strongest audit trail in the industry to help demonstrate compliance 

Ultimately, the partnership helps enterprise organizations optimize agreement signing processes, with security and compliance in mind. This is particularly important for regulated industries such as insurance, financial services and healthcare.

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This article, written by Dilani Silva, Product Marketing Manager at OneSpan, was first published on smartcommunications.com on July 15, 2022.

Dilani Silva is a Product Marketing Manager at OneSpan. In her role, she manages and executes the go-to-market strategy, positioning, messaging and sales enablement for OneSpan’s e-signature solution, OneSpan Sign.