Ryan Kropf, Regional Account Manager Best Practices to Drive e-Signature Adoption

E-Sign Adoption

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“Focus On Customer Experience To Drive Adoption.” Craig LeClair 

• Adoption varies by transaction type.

• Lower value signing transactions in (P&C) will see 25% to 45% adoption when sold through traditional channels and higher (50% to 60%) for web-based sales.

• For life and annuity products, the percentage is lower due to older demographics and more complex transactions.

E-Sign Adoption by Use Case – What we are seeing…

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CONSUMERS ARE READY!

Independent Sales40-60%

Online99%

Captive Agent75%

Retail95%

Call Center95%

UNMEDIATED

MEDIATED

100%Internal

BEST PRACTICE 1 - Flexible Workflow

UI WORKFLOWNAVIGATION USER MGMT NOTICATIONS

Access – Web app, Mobile app, Email, SMS, Transaction Manager, Integrated app Authenticate – UID/PIN, Q&A, Email, SMS, KBA, External (SAML, Directory, Web … Document Presentment – On-screen, mobile, paper (hybrid), ADA… Data Capture – Form fields, controls, auto-fill, data merge and update, data return Document Upload – Update document changes; Scan, upload or fax paper or digital documentsSign – Click to sign, Write to sign on mobile phone or tablet, or on signature capture tabletDeliver – Distribute documents during and after e-signing, deliver disclosures

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• Leverage your brand

• Seamless user experience

• Total GUI customization

• Web pages layout, design, text

• Email sending domain

• Email content, style and icons

• Signature block

• Etc…

BEST PRACTICE 2 -– Build Trust

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• Involve key stakeholders early

• Gain executive buy-in

• Phased implementations

• Training

• Incentives

• Communication

• Reporting

BEST PRACTICE 3 - Change Management Planning

Questions?