Most organisations are committed to ensuring they provide a great experience. 

However, what nobody could have predicted is how Covid and its unforeseen and ongoing impacts have disrupted our customer experience and driven a new focus of ‘immediacy’ into our daily world. This has accelerated the need for digital and business transformation, creating a streamlined, enhanced customer experience. 

While one could argue that businesses have always focused on immediacy and are often exploring efficiencies to achieve it, Covid caused major disruptions in our ability to provide the right experience. Not only has it impacted our business efficiency but the timeliness of our services. 

To keep up with demand, organisations require a major shift in their response to these post-covid challenges. 

Emerging challenges facing businesses and business risks

Let’s explore some examples faced by Australian businesses that are detracting from being able to achieve immediacy.

Take for example the area of document workflow and electronic signature.

Work from home

With the rise of hybrid working, our teams aren’t always in the office.  With many forms requiring face-to-face interaction or relying on manual processes for compliance adherence, document approvals are becoming more difficult.  This is causing massive delays across the value chain for vendors and, customers. Without digital processes in place, risk of non-compliance is also increasing.

Agreements / Contracts

While some organisations had simple digital signatures in place, many still rely on key personnel physically managing contract execution. Then there’s staff shortage impacts, resulting in signature delays, lost , delays in physical contract delivery, and turn-around blow outs. In turn, 

New hires

Previously new employees would physically attend the office, sign their forms, provide them to the HR department, and be setup with system access along with payroll, ready to go. Covid has changed this with many people having to be onboarded remotely, making the process more difficult.

Customer onboarding

Retail and B2C solutions already existed and enabled customers to continue to shop and do business.  But for many B2B customers, these solutions did not exist, frustrating customers and causing businesses to need to quickly find fresh solutions.

Selling virtually vs. face to face

Previously you visited the customer, had a cup of coffee, and you and your customer signed and exchanged agreements. Without a digital process in place, this face-to-face interaction has been hampered by Covid restrictions.  Sending agreements by courier or post can also be expensive and add precious days to signing, even without back and forth agreement questions.

Addressing the challenges

Regrettably, we hear these types of stories and resulting impacts more and more often in this new environment in which we all work and live. However, we also hear the stories of identifying the issues or mitigating risks before they become actual problems.

These challenges shouldn’t be written off as excuses, rather be viewed as disruptive factors that need to be understood and addressed.

While the challenges in effectively managing these processes are great and many, knowing what you’re up against is key to implementing the right - and most cost-effective - solutions. Nobody wants to be left reacting to easily preventable issues, or with solutions that just don’t quite address the issues at hand. In turn, wasting your IT budget and impact employee (and customer) experiences.

One example is through new ways of looking at documents. Whether it be electronic signature, updates in contract lifecycle management or most importantly improving process efficiency, you can enable your organisation to drive immediacy to meet customer experience expectations.

Don’t know where to start? We do.

Our experience across multiple lines of business enables us to have the conversations that matter.

We focus on bringing you our experience and insight to understand those risks and mitigation activities, and help you to assess your situation to determine next best steps.  If those next steps require a technology solution, then you know you are working with a partner that can support your needs and help protect you from the risks that have arisen in this new Covid-impacted environment. 

We can help your organisation drive immediacy and meet the desired experience demanded by your customers.

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