Build Lasting Relationships with Customer-Centric Agreements
Agreements are often the first formal interaction a customer has with a brand. Yet, they can be weighed down by tedious steps and outdated tools that erode confidence before the relationship even begins.
Picture this: You just found your dream vacation rental. But as you start the booking process, your excitement fades faster than your vacation fund. You need to print, fill out, scan, and upload a stack of documents: the application, your driver’s license, credit card authorization, waivers, and more.
What should have been easy turns out to be anything but. So you close the tab and book a hotel instead. It costs a bit more, but you can reserve your room in just a few clicks—no printer, scanner, or phone camera involved. Plus, the idea of emailing a picture of your ID and your personal info to a stranger made you uncomfortable anyway.
Just like that, the rental company has lost you for good. Chances are, you’ll never consider them again.
Agreements are defining moments in customer journeys. And, experiences like the one highlighted above show how a poorly designed agreement process can undo all the effort it takes to earn a customer's interest. Docusign IAM for CX is designed to help organizations transform intent into commitment by simplifying and streamlining agreement experiences. With no-code agreement workflow automations, built-in ID verification, and omnichannel delivery, it transforms a once-frustrating process into a strategic touchpoint that builds trust and long-term loyalty.
Agreements are a key component of customer experiences
Agreements are often the first formal interaction a customer has with a brand. Yet, they can be weighed down by tedious steps and outdated tools that erode confidence before the relationship even begins: 70% give up entirely when faced with clunky identity verification.
To make matters worse, word of poor customer experiences gets around. After a negative experience, 35% of customers will share it with friends, family, or colleagues.
The bottom line: friction leads to attrition. It sends a clear message: “We haven’t thought this through for our customers.”
Broken agreement processes frustrate both customers and business stakeholders
Meanwhile, on the back end, the people managing these agreements aren’t having an easy time either. CX teams today are stuck in reactive mode, dealing with:
Fragmented tools that don’t talk to each other
Manual data entry that leads to errors and compliance risks
Wasted time chasing documents instead of focusing on customer relationships
Think of the manager on the other side of that cumbersome vacation rental process. Instead of managing the property, they spend a good part of their days chasing missing information, copying guest details into PDF documents, and manually transferring data to customer records. It’s busy work that piles up fast and makes everything harder than it needs to be.
IAM for CX helps deliver a friction-free agreement process
Docusign IAM for CX, part of Docusign Intelligent Agreement Management (IAM), turns manual, time-consuming agreement processes into frictionless experiences that deliver value for your organization and your customers.
Docusign IAM for CX Features | The value to your organization | The value to your customers |
|---|---|---|
Web Forms + Workspaces | Streamlined data collection and simplified internal workflows make it easier to gather, organize, and complete agreements efficiently. | Simpler and faster agreement experiences with fewer steps, delays, and repeat requests. |
ID Verification + Admin Controls + Risk-Based Authentication | Safeguard customer data and streamline verification for stronger compliance and reduced risk. | Confidence in data privacy and security throughout the entire agreement process. |
Higher completion rates and expanded reach by delivering agreements via SMS, WhatsApp, or email—whatever vehicle works best for each customer. | Flexibility to complete agreements anywhere, anytime—no app downloads or extra steps required. | |
Maestro (No-Code Automation) | Scalable, automated workflows that speed up processing, reduce dependency on dev teams, and keep high-volume tasks moving. | Personalized and intuitive agreement journeys that reflect customer preferences and reduce back-and-forth. |
App Center Integrations | Improved visibility and efficiency by connecting Docusign with your existing tech stack—keeping data and systems in sync. | A smoother, more cohesive experience—no disjointed tools or delays from behind-the-scenes system gaps. |
From operations to onboarding, a digitized and automated agreements process saves time for you and your customers. Businesses using IAM for CX report:
90% less time and effort spent on agreements
83% faster account openings and onboarding
87% fewer templates to manage for their teams
Better customer experiences start with Docusign IAM
In a competitive world where customer loyalty is hard-earned and easily lost, every interaction counts. By delivering speed, security, and simplicity, you're telling your customers: “We value your time, we value your privacy, and we value you.”
From faster, more secure customer interactions to efficient, automated workflows for your team, Docusign IAM for CX helps you transform your agreements process into a foundation for better customer relationships.
Take a tour of IAM for CX, or contact our sales team to learn how we can help you deliver a standout customer experience.
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