Going Digital:How CompaniesCan Evolve to MeetCustomer Expectations

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Customers expect simple, fast, secure all-digital transactions. Are you meeting their expectations on ease of doing business, or are you creating a digital divide?

We live in a world where the ability to do business digitally is a given. Now more than ever, people want to do business with organizations via the ease, speed, convenience and security of a fully digital experience. Yet many businesses are failing to keep pace in their front office with customer expectations, as well as with competitors that have made digital transformation a priority. No matter your company’s size, industry or geography, your customers increasingly expect you to help simplify their lives and accelerate the process of doing business. The digital opportunity is clear. And the time is now.

Today’s busy, on-the-go professional is accustomed to apps available at their fingertips that make everything – staying organized, hailing a ride share and signing a contract – easier, faster, more convenient and secure than ever. If you operate within a B2C (Business to Consumer) environment, understanding, building and delivering your front office to exceed these expectations is imperative to sustaining competitive advantage and growing your business. It’s no different for those who operate in B2B organizations or are responsible for internal departments or back office processes within a B2E setting (Business to Employee or Business to Enterprise) – those same consumers are your business customers and employees, respectively.

Understanding Your Customers’ Expectations – Digital FirstIn a recent survey of more than 2,000 U.S. customers and more than 500 U.S. business decision makers commissioned by DocuSign, 87% of customers expect to be able to transact business digitally, including signing agreements and purchasing products.

87% OF U.S. CUSTOMERS EXPECT TO BE ABLE TO SIGN FOR AND PURCHASE PRODUCTS DIGITALLY

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Furthermore, 52% perceive businesses that require the completion of paper forms to transact business to be outdated. Forty percent worry that business will be delayed as a result of a paper process while 25% feel inconvenienced when the company they’re doing business with requires paper transactions. Nearly 20% think about switching to companies that do business digitally.

IS YOUR FRONT OFFICE EXPERIENCE COMPELLING YOUR CUSTOMERS TO STAY, OR ENCOURAGING THEM TO LEAVE TO A COMPETITOR THAT HAS MADE THE DIGITAL TRANSFORMATION?

MAKES THEM APPEAR OUTDATED

MAKES ME WORRY THE PROCESS WILL BE DELAYED

LIKE THEY ARE INCONVENIENCING MY NORMAL PROCESSES

MAKES ME QUESTION THEIR COMMITMENT TO THE ENVIRONMENT

IT CAN PROMPT ME TO LOOK FOR AN ALTERNATIVE PROVIDER

IT BUILDS A SENSE OF TRUST

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And for good reason:

• 35% are concerned about the loss of sensitivedata when using paper

• 30% worry their sensitive data will beinadvertently shared with others

• 26% worry about delays that result from manual,paper-based processes

• 23% are concerned about losing importantagreements with no backup copy

• 22% are worried about whether paper documentsare actually received by the companies withwhom they do business

These doubts do not inspire trust or confidence. In fact, 54% of customers surveyed noted that they are uncomfortable sending paper documents through the mail, with 73% having experienced a problem when completing a transaction via paper – documents lost in the mail (26%), lack of access to working printers, scanners and fax machines (24%), scanned documents not legible (19%), and other concerns. It’s no surprise then that 75% of customer respondents see digital tools like eSignature as being as or more secure than paper methods.

75% OF U.S. CUSTOMERS SEE ESIGNATURE AS BEING AS OR MORE SECURE THAN PAPER METHODS

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So what are the implications for your business? Is your front office experience compelling your customers to stay, or leave to a competitor that has made the digital transformation?

Offering digital tools can no longer be viewed as a ‘nice to have’ option. For businesses that want to remain competitive, it’s the new normal. The weight of customer expectations cannot be underestimated. The preference for digital interactions and front office processes is present across organizations of all sizes and sectors, so no company is immune from the pressing need to adapt. You can’t argue with the 65% of customers who prefer to complete transactions digitally, nor the 68% who agree that businesses that offer digital options to complete transactions and agreements provide a better customer experience.

While the switch to digital methods is relatively simple for individuals, implementing digital change within a business at scale can represent a much

more significant challenge. Even though 94% of business decision makers surveyed noted digital transformation as a top priority (51% noted it as the #1 priority), 39% of customers rate the digital capability of the companies they do business with as “average”. There is clearly a digital divide between businesses and their customers, leaving much room for improvement across the front office. With your competitive position and your brand reputation at stake, it’s time to close that digital gap to delight your customers.

One of the easiest ways to boost your customer experience and meet the growing digital expectations of your customers is by adopting electronic signature and beginning the journey to become a fully-integrated digital company. Doing so will help simplify life for your customers and make your company easier to do business with by empowering customers to sign agreements quickly, easily and securely—anytime, anywhere, on

any device.

19%Don’t Know

68%Yes

13%No

68% AGREE THAT BUSINESSES THAT OFFER

DIGITAL OPTIONS TO COMPLETE TRANSACTIONS AND AGREEMENTS PROVIDE

A BETTER CUSTOMER EXPERIENCE

Closing the digital gap to win

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If you want to talk to a member of the DocuSign team to find out how you can accelerate digital transformation within your business, please contact: 866.219.4318, email Sales@docusign.com or visit www.docusign.com/sign

MethodologyThe survey was conducted across the United States, in June 2017 amongst 2008 employed consumers and 500 senior decision makers across the Legal, HR, Sales, Finance and IT departments of businesses.

As the pioneer and global standard for eSignature, DocuSign is changing how business gets done by empowering more than 300,000 companies and more than 200 million users in 188 countries to send, sign and manage agreements digitally. DocuSign eliminates printing, faxing, scanning and overnighting paper documents to transact business online quickly, easily and securely – anytime, anywhere, on any device – with trust and confidence. DocuSign enables individuals and organizations of every size, industry andgeography to make every agreement digital to help simplify life and accelerate the process of doing business.

For more information, visit www.docusign.com, call 866.219.4318, or follow us on Twitter, LinkedIn and Facebook.

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