Infographic

Delight Your Customers with eSign Experiences

E-Signature Experiences

 

 

Content from the infographic:

Delight Your Customers with E-Sign Experiences

Adopted to Any Process and Channel

E-Signatures: Making Online Business Secure

A Growing Industry

Global E-Signature Market

  • Total addressable market: $25 billion1

Businesses Need to Evolve

  • <35% of all document processes are FULLY DIGITAL
  • Companies spend on average 1-2% of their revenue on imaging and printing paper 

E-Signatures Enable Businesses to Meet Customer Expectations

  • 31% of consumers surveyed have e-signed a final loan or credit document, confirming full consent and agreement, on a mobile device.
  • 64% of consumers surveyed have completed a loan process entirely online.

E-SIGNED ON A MOBILE DEVICE

  • 57% Credit Card Application
  • 12% Mortgage/Refinance

DEVICE BREAKDOWN FOR ONLINE LOANS

  • 71% Desktop/Laptop
  • 29% Any Mobile Device

Flexibility: The Most Important Aspect of E-Sign Software
Your business is always evolving, and so are your e-signature needs.

Customers grow their e-signature use across an organization by an average of 22% each year.

Why? Once the 1st document signing process is digital, other departments will want to digitize their processes, too. There are so many different documents and processes that require signatures. A flexible e-signature solution has to be able to support the different requirements of each.

FORRESTER RECOMMENDS THAT ORGANIZATIONS

‘Select providers with proven flexibility to support a variety of signing scenarios.”

FLEXIBLE E-SIGNATURE software with options for every division of your company IS ESSENTIAL in an ever-changing business world.

STEPS IN THE E-SIGNATURE WORKFLOW

1.    Access

How will your customers access documents that need to be signed?

TWO TYPES OF TRANSACTIONS

  • F2F “Mediated Signing”
    • Agent or representative guides customers through documents
       
  • Remove Self-serve
    • Receive a secure invite by email
    • Scan QR code on printed document
    • Click embedded link on a mobile app or web portal


NOT JUST FOR ENTERPRISES: Even small businesses with few divisions need a variety of e-signed options to interact with customers on multiple channels, including websites, call centers, and in-person chats.

2.    Authentication

How will you verify that customers are who they say they are?

THAT DEPENDS ON WHETHER THEY ARE F2F OR REMOTE—VERIFYING THE CUSTOMER’S IDENTITY IS DIFFERENT IN EACH SCENARIO

 

  • FACE TO FACE
    • Driver’s license
    • Or in-person verification or any other government-issued ID
  • REMOTE
    • EXISTING CUSTOMERS
      • One-time password texted to the signer
      • Biometrics (e.g. TouchID, FaceID)
      • Email Authentication
      • Login credentials (incl. SSO)
      • Secret question challenge
      • Dynamic KBA
      • Digipass® MFA
      • Digital certificates
    • NEW CUSTOMERS
      • Digital identity verification: ID document verification and facial comparison enable a remote customer’s identity to be authenticated in real-time

3.    Present Documents

Now that you’ve verified their identity

TWO WAYS TO PRESENT THE DOCUMENTS

  • ONLINE
  • PRINTED COPIES
    • If the customer prefers to read/review the document on paper, they can. When it comes time to sign, they go back to digital.

4.    Forms/Data Capture

What if you need customers to fill in extra data fields?

E-SIGN DATA CAPTURE OPTIONS SHOULD ALLOW CUSTOMERS TO…

  • Answer questions, add text
  • Check boxes (e.g. “I have read through terms and conditions,” “I am declining additional coverage.”)

5.    Additional Document Upload/Update

What if you nee the customer to add more documents?

SOME INSURANCE COMPANIES OR BANKS REQUIRE CUSTOMERS TO…

  • Take a photo of a document with phone
  • Attach a document to prove they qualify for a discount

6.    E-SIGN

Establish intent and capture consent through the act of signing

WAY TO SIGN

  • Click to sign/click to initial
  • Digitized handwritten signature on a touchscreen
  • Use a digital certificate (including those issued by 3rd party Certificate Authorities)

7.    DELIVER

GET COPIES TO ALL INVOLVED PARTIES

  • Secure PDF download
  • Print copy

THE MORE OPTIONS, THE BETTER THE E-SIGNATURE EXPERIENCE  — delight your customers with THE MOST FLEXIBLE E-SIGN SOFTWARE