The “Customer Spotlight” shines a light on DocuSign customers who are benefiting from digitising their business processes with e-signatures.
Lead IT analyst, Gareth Fuller, gave us an inside look at the approach Pentland Brands took to deploying, adopting, and expanding their use of DocuSign.
Can you tell us about Pentland Brands and what your role is within the company?
Pentland Brands is the term we use as a family of brands. We have many established active brands across various markets, such as Berghaus, Speedo, Mitre, and Canterbury. One of our specialties is within footwear, so we have another division for Pentland Chaussures (Lacoste Footwear), Ted Baker Footwear, Kickers, and Boxfresh.
I work within a shared service function that services both central functions and those divisions in Pentland IT, and more specifically within a team called sales and customer service.
How long have you been using e-signatures?
As a company, DocuSign came into our landscape as part of a CRM project in 2013. Initially, that use case was to help with our customer account setup. We would send forms out to the customers to complete, and that would work back into our risk and MDM teams, and end up as an account on SAP. That tool has since been decommissioned, but we still use DocuSign within that function.
About two years ago we received interest from our HR team. Within HR, there’s a function that does the on-boarding of new employees. Things like employment contracts and benefits statements, which they’d send to prospective employees to be reviewed, signed and returned. That was my initial engagement with DocuSign.
Were you involved in the deployment within HR?
I was involved with the training of our ‘super user’ within the HR team and from there, helped her train other users.
Did you require any assistance from DocuSign with the setup? How has your experience been working with the team?
If I had questions, I’d occasionally fire them across to Elektra, our account manager, who was quick to respond. However, I prefer to be self-sufficient, so I’d jump onto the website and have a look at the Support area. Most of the time, my questions would be answered there.
What devices are you using DocuSign on? For example, on laptop, tablet, or mobile?
Within HR, it’s purely desktop. They have a number of documents they’ll create and load into DocuSign. It’s quite a personalised letter that they produce. That’s all laptop-based.
The other use case within our department is within IT. So, we use e-signatures for contracts and NDAs. We had a case where our North American CEO needed to sign off on a contract while they were on holiday, and they’ve signed on their mobile phone.
Great to hear. You’d be surprised at how often that happens!
Yes, it’s a good example of how DocuSign was able to accelerate things.
And from an organisational perspective, why is it important to do business digitally?
Within IT, a lot of the time we want to get into negotiations quickly and things like NDAs are normally a hurdle. So, speeding that process up is one reason. The second, from HR’s perspective, users like it. Especially the younger employees. There’s an expectation now. More companies are sending documents electronically. It’s the norm.
I’ve been at the company eight years, and I remember waiting for my contract to come in a nice fat envelope, which took about three or four days to come through.
What business challenges brought e-signatures to your attention?
Within HR, you can imagine the amount of touchpoints they have with users. The key thing for them with e-signatures was the fact they could put a lot of documents into one transaction and get it all reviewed together. Otherwise, there’d be bits and pieces coming through separately. They’ve aligned a lot of their internal processes so that packaging of documents can happen digitally.
Previously, one document would go out from the rewards team, one would go out from the administrators. From an administration perspective, it made sense to re-evaluate the process. But also from a user’s perspective, it’s a better experience now.
What do you value most about your experience so far using DocuSign?
Probably the workflow; the flexibility of that. A lot of the time, we can either have co-signing or parallel signing. I think that’s quite a strength, specifically around the cc’ing. In the case of our NDAs for IT, they need to go back to our legal team who store it in their internal system. If anything stops the signing process, they don’t get unnecessary documentation. Normally what happens is they’ll be stuck on cc and there’ll be documents flying backward and forward, when all they really need is one email.
Any advice for other organisations looking to implement e-signatures?
What I’ve found works well is to identify someone in the department that gets the value and have them drive the project. So, instead of having IT shoving an application into a department, it works better, like we did with HR, if someone is championing DocuSign.
Out in the business, the message lands a lot stronger if there’s someone other than IT promoting it. Try to find someone that’s on the same page, in terms of the benefits, and bring them on board. Put the effort into that relationship and subsequently, the follow-on conversations are a lot easier.
What three words come to mind when you think of DocuSign?
Flexible, digital, simple.
Gareth, thank you very much for sharing your story!
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