Five ways Docusign Web Forms can streamline your client onboarding experience

In today's fast-moving business world, clients expect the very best – especially when it comes to their experience and interactions with your organisation. Old-fashioned, manual ways of working no longer cut it. No matter your industry, clients are looking for seamless, digital-first experiences – especially when it comes to onboarding. 

To deliver a superior onboarding experience, many businesses are turning to digital solutions – like Docusign Web Forms. Web Forms provides a seamless and secure way to streamline the client onboarding process, ensuring a smooth and positive experience.

In this latest blog post from Docusign, we’ll explore five ways Web Forms can help enhance your client onboarding experience as told by Kyle Lloyd, Head of Business Improvement at Community Business Bureau – one of Australia’s leading business advisory services to the not-for-profit (NFP) industry. 

1. Eliminating the barriers of manual paperwork 

The traditional client onboarding process often involves clients filling out mountains of paperwork, which can be both time-consuming and cumbersome. With Docusign Web Forms, you can eliminate the need for physical paperwork entirely. All required documents can be digitised and signed electronically, saving both your clients and your staff valuable time. 

“Our onboarding form was web-based, but completely manual. The client will fill in their details and we’d export this information into an Excel document, then manually type into our system. We were so excited to see this entire process replaced with automation – especially after seeing the simplicity and success of our first client onboarding with Web Forms,” Kyle said. 

1. Rapid approval and onboarding turnaround times

Clients often want access to your services as quickly as possible, and any delays in the onboarding process can quickly lead to frustration. This is especially important in the NFP industry – where administrative delays can have real-world implications to those needing help.

“Often, we’d be chasing our tail trying to get all the documentation in order. Some applications would come through without a signature, we might be missing a bank statement or a proof of debt. We’d need to circle back multiple times to gather the correct information to complete the onboarding process,” Kyle said. 

Docusign Web Forms can help you speed up the approval process significantly, with the automation supporting faster access to services. 

1. Ensuring precision and accuracy

Docusign Web Forms enables you to set up conditional logic within your forms, meaning that certain sections or fields of the form will only appear if specific criteria are met. This dynamic form creation capability ensures that clients only see the information that is relevant to them, streamlining the process and reducing confusion.

CBB found this capability particularly useful to combat incomplete or incorrect onboarding forms. 

“When building the form parameters, we’re able to set limits and restrictions to ensure that the client details and supporting documents are inputted and uploaded correctly – which has helped us hit our accuracy targets and have completely removed the need for follow-ups to correct any errors.”

1. Integrate with existing tech stack

Another benefit of Docusign Web Forms is that the tech can integrate seamlessly with your existing CRM or client management system. This integration ensures that client data is automatically transferred, reducing the risk of manual data entry errors and ensuring that client information is up to date and accurate.

In the case of CBB, the team has integrated Web Forms with Microsoft Dynamics and Outlook – which is where they saw the true power of the technology come to life. 

1. Tap into data and insights

Understanding how your client onboarding process is performing is essential for continuous improvement. Docusign Web Forms offers powerful analytics and reporting tools that provide valuable insights into your onboarding process. You can track the progress of onboarding tasks, identify bottlenecks, and measure the time it takes to complete each step. 

Remember: Manual, paper-based onboarding processes can be time-consuming and frustrating for clients, potentially causing them to question the efficiency of your services. 

Embrace the future of client onboarding and leverage the benefits of digital transformation to enhance client satisfaction and drive business success.