ADT UK improves security and data compliance using Docusign eSignature

ADT UK, part of the Johnson Controls group of companies, is a leading security company that provides alarm systems, monitoring services and security solutions for residential and commercial properties across the UK. The business specialises in intruder alarms, CCTV, and access controls systems, and offers 24/7 monitoring services to help protect homes and businesses from security threats.

ADT UK identified workflow issues within its contract signing process, both in terms of outdated work procedures and poor response times. Deploying Docusign eSignature has dramatically improved efficiencies, enabling the organisation to accelerate the sharing of contracts between stakeholders, and enhancing the overall efficiency of the agreements process regardless of location.

Overcoming business inefficiencies with Docusign

Prior to working with Docusign, ADT UK struggled with time-intensive manual signing processes that created significant operational inefficiencies across the business. It relied on traditional paper-based methods and manual email exchanges for contract signing, which were cumbersome and inefficient.

ADT UK also struggled with visibility and tracking, with the company lacking proper oversight of contract status and completion rates. This tracking deficiency hindered its ability to close deals swiftly but also created compliance inefficiencies in the organisation document workflow.  

Using process mapping reviews, ADT UK discovered that its typical workflow process required the printing of documents for wet ink signing, before scanning back into its systems for emailing or physical distribution to multiple stakeholders. This process can extend the signing process to days or weeks and creates bottlenecks during critical business negotiations.

The existing solution failed to integrate with ADT UK’s business systems, creating disconnected processes that were error-prone and unable to scale with company growth. Alongside issues with outdated manual signing processes, there were also additional difficulties in signing contracts remotely.

Liam Mail, Head of Subscriber Sales UK&I, who is part of the digital transformation team at ADT UK and responsible for ensuring Docusign integration was a success, explains, “We needed a solution that could scale with our needs, improve efficiency, and ensure compliance, which drove us to switch to Docusign.”

Delivering ROI with Docusign eSignature

ADT UK understands that digital transformation is crucial for staying competitive, improving operational efficiency, and enhancing the overall experience for both employees and customers. As a result, it instigated a digital transformation initiative across the business prior to working with Docusign aimed at improving operational efficiency and enhancing customer experiences.

By implementing Docusign eSignature, the organisation was able to significantly streamline document management while maintaining rigorous legal and regulatory standards. The platform's robust security features, including detailed audit trails, multi-factor authentication, and encryption, ensure that digital signatures now meet international legal requirements, such as ESIGN, UETA, and eIDAS.

The transition to Docusign focused on integrating Docusign eSignature, with ADT UK working closely with its own internal IT and integration teams to ensure it aligned seamlessly with existing workflows. The Docusign API was integrated with the company's CRM system to further automate contract management processes. Alongside integration comprehensive training sessions for internal team members was also carried out.

Primary users included B2C sales customers, legal teams, and HR departments, who utilise the solution for contract approvals, employee onboarding documentation, and vendor agreements. The move to automated workflows delivered immediate benefits in efficiency and user satisfaction. For example, automated reminders and tracking features were particularly valuable, significantly improving follow-up processes and accountability.

Away from the office, Docusign enables ADT UK’s mobile workforce to access and sign documents from anywhere, ensuring continuity in operations regardless of location. For example, the ADT UK sales has been able to close deals while attending conferences, capturing secure signatures using their mobile devices, showcasing the flexibility and efficiency that Docusign provides.

Docusign eSignature has effectively addressed ADT UK’s key challenges around contract agreement efficiencies.

Delving into deeper digital strategies with Docusign

Since using Docusign eSignature, productivity has improved dramatically across ADT UK. Alongside the reduction in contract turnaround times and an increase in its win rates, the business has also seen considerable cost savings, not only in reducing printing costs, but also saving money when it comes to the storage of paper-based agreements.

“We track metrics such as deal closure rates, time to execute contracts, and customer satisfaction scores. Since implementing Docusign, all these metrics have shown positive trends,” Mail said.

As a result, ADT UK is already exploring the addition of further automation tools within the business to further enhance workflow efficiencies.

“The intention is to integrate Docusign more deeply into our overall digital strategy,” concludes Mail. “We envision leveraging its capabilities for broader contract management and compliance tracking.”