Enabling Customer Success at DocuSign’s Community Event

DocuSign customers gathered at our London HQ to accelerate their digital journeys with the help of our Customer Success team. Here's a recap of the evening.

Around 40 DocuSign customers gathered at our London HQ for the second DocuSign Community event focused on accelerating digital transformation with the help of our Customer Success team.

For those of you that weren't able to join us, I've summarised the key takeaways in the hope that you, too, can move quickly along your digital path.

Product Updates

We love any opportunity to showcase the latest DocuSign features that enable the ongoing success of our customers, and this quarter has been no exception when it comes to exciting new functionalities.

Solution Architect Jeff Kylo began by walking us through mobile-optimised signing. A PDF just doesn’t cut it on today’s smartphones. That’s why we’re now going to create an HTML version of PDF agreements. These living agreements will be much easier to read on all devices.

Enhancements have also been made to DocuSign’s Bulk Send feature, including being able to now add multiple recipients, envelope custom fields and choose different recipients types.

Powerforms have been upgraded, too. Users can add unique system-generated URLs to any medium, including websites, email or social media, and drive automation of document completion for an unlimited number of signers.

Acceleration Services

DocuSign’s SVP of Customer Service then introduced Acceleration Services, showcasing how throughout your journey with DocuSign, we provide you with the expertise and success tools to support your path forward from paper to digital.

Beginning with strategy and onboarding, then learning and enablement, and finally, success management, DocuSign’s Professional Services team can help implement, or connect your solution with other enterprise systems.

Customer Panel

Of course, you want to hear from the digital heroes who use the solution to great effect on a daily basis: our customers. With Camelot joining us, we were able to show how the DocuSign community is maximising the rewards of digital transformation.

As Customer Success Manager, I was joined by Camelot’s Functional Consultant, Leigh Soper to discuss how DocuSign is improving customer experience, staff satisfaction and delivering on ROI.

UK National Lottery operator Camelot has been using DocuSign since 2013, in departments including HR and Commercial Finance.

When it came to discussing results, Leigh had this to say:

Leigh: We’ve already seen paper usage more than halve in our provisioning team, so it’s had a big impact on the process. We were spending more than £8,000 per week before on paper, printing, and postage, and we have now eliminated this cost.

It’s also saving us a lot of time, with documents being signed much quicker than before, from weeks to days.

For one person, in particular, it’s completely changed his life! He sells event media, which is often time sensitive and peaks at busy times of the year. Having DocuSign has meant all his bookings are compliant and turns them around within one day, so that has made a huge difference.

Our panelists also provided great advice for attendees looking to adopt or expand the use of DocuSign within their business.

Leigh: If you have the time and resources, just get it in. It's a no-brainer! And use your DocuSign account team for advice and to introduce you to the right people their side.

On that encouraging note, our attendees enjoyed the rest of the DocuSign Community Event networking with fellow professionals and our in-house experts, who were on hand to answer any DocuSign questions about individual challenges.