How BAI Communications revamped its remote contractor onboarding with Web Forms

In the fast-paced communications sector, where the speed of connectivity and efficiency is paramount, BAI Communications (BAI), a leading communications infrastructure provider, sought to enhance a key aspect of their operations. 

The contractor onboarding process, a critical component of maintaining their workforce, presented an opportunity for improvement. Docusign Web Forms introduced a significant shift in how BAI Communications approached this essential process, setting a new standard for efficiency and accessibility.

The existing procedure, while functional, had potential for streamlining. Sophie Elliott, Contract Administrator at BAI Communications, recognised the opportunities inherent in evolving the traditional paper-based contractor onboarding processes. Enter Web Forms, the solution that transformed BAI's approach, making it a paragon of efficiency and accessibility.

Far-Flung Frontiers: Overcoming Geographical Challenges

In Australia, a country prone to fires and flooding rains, BAI Communications need to maintain their large database of contractors. Many communications providers rely on their infrastructure, and their supplier database of electricians, tradesmen, and other skilled workers play an important role in tower maintenance in time-critical situations.

Previously, BAI's onboarding method involved a comprehensive process. Prospective contractors received detailed onboarding paperwork that needed to be completed, signed, and returned. The process, while thorough, sometimes led to delays due to various factors such as incomplete sections, handwriting legibility, and the need for access to printing and scanning facilities for on-the-go contractors.

Sophie shared insights into the situation, noting that contractors may find themselves in remote locations with limited access to printing facilities and slow internet connectivity. The process posed challenges for them, and the delays impacted BAI as well. They saw an opportunity for improvement.

"Our team onboards high volumes of contractors, and we recognised the potential to optimise our supplier support process," shared Sophie.

Recognising Opportunities: Docusign Web Forms

The pivotal moment for BAI arrived with the adoption of mobile-friendly Docusign Web Forms, which transformed their onboarding process. By integrating smart rules that hid or revealed relevant sections, added drop-down menus, and automated workflows, BAI achieved a more focused and streamlined experience for contractors, significantly speeding up the process.

This strategic approach led to a noteworthy optimisation of the onboarding process—reducing the number of questions, pages, and email steps. Additionally, the mobile-friendly solution offered on-the-go contractors seamless access, enhancing connectivity. Once submitted, these forms proceed directly to the Legal Team for swift review and approval, further optimising the process and ensuring efficiency.

"We were pleasantly surprised with the functionalities. Docusign is not simply for getting agreements signed, it's an intelligent agreement management system," says Sophie.

Impressive Results: A better onboarding experience for contractors

The impact of implementing Docusign was impressive. Completion time of forms has reduced from one hour to just 20 minutes, and forms are now returned in 1 day and not three weeks—a 95% decrease. This ease of use was mirrored in the company’s internal operations, saving valuable time in follow-ups on missing information, freeing up resources for essential tasks like contractor outreach and management.

"We have significantly improved the onboarding experience for contractors," says Sophie.

Crucially, the solution improved accessibility for contractors, who now had more flexibility in when and where they could complete the onboarding process. "They were excited when they found out about mobile [compatibility]... we haven’t had any complaints".

"Docusign is a trusted and widely-used brand. It's a proven solution, which is why leading companies rely on it. It was the clear choice for us," says Sophie.

Conclusion: Enhancing Operational Efficiency

BAI Communications keeps the country connected, ensuring no communications get dropped, while Docusign ensures the only thing getting 'dropped' are the hassles in contract management. 

By implementing Docusign Web Forms, BAI Communications was able to transform essential business workflows, accelerating their contractor onboarding process and enhancing the overall experience for contractors and the internal team alike.