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Customer Stories

Docusign


DOCUSIGN TRANSFORMS CUSTOMER SUPPORT USING CALENDLY

6 min read

USE CASE

Customer Service

INDUSTRIES

Technology

TEAM SIZE

1000+ employees

PRODUCT FEATURES

Round Robin, Workflows, Collective, Reminders, Integrations

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It’s the stuff of tech legend: A global pandemic drove thousands of new clients
across the world to DocuSign — many trying to onboard the same day or week.
Manual scheduling just couldn't keep up. DocuSign’s entire customer success
department adopted Calendly to connect with their customers faster, easier, and
more securely, all of which had a positive impact on DocuSign’s customer
experience and bottom line.

88%

less time spent scheduling meetings

20%

increase in consultants' billable utilization

3-5

days faster time to value for customers


CHALLENGES

Pioneers like DocuSign are turning time-consuming pen-and-paper contracts into
museum relics. 

Organizations use DocuSign to manage and share electronic agreements. Trusted by
hundreds of millions of users, DocuSign eSignature helps companies send and sign
documents, from sales contracts to job offer letters and everything in between.

DocuSign has been simplifying contracts since 2003. During the COVID-19
pandemic, the SaaS company became a vital lifeline for companies and industries
that may never have considered digital signatures before, like healthcare and
banking.

These clients’ needs were urgent and confidential, and many were tied to daily
survival during the pandemic, such as labs signing up patients for vaccine
trials, and schools distributing meals to kids who didn’t have enough food at
home without free school lunch. 

With rapid growth comes growing pains. In March 2020, DocuSign was still
scheduling meetings with customers manually via back-and-forth emails and phone
messages. With thousands of new clients across the world — many trying to
onboard the same day or same week — manual scheduling just couldn’t keep up.

“...the biggest challenge was finding the day and time,” said DocuSign’s senior
customer onboarding program manager. “We’re working across multiple time zones …
you end up potentially blocking out something that was available, but isn’t any
longer by the time the customer reaches back out to you. So effectively, you’re
chasing someone for days on end.”

The manual customer success system couldn’t scale. It was time for a major
change. DocuSign chose Calendly for its ease of use, scalability, security, and
flexibility. DocuSign started with a trial to make sure Calendly was the best
fit for the team. Three weeks later, DocuSign’s entire customer success
department was using Calendly. 

Click for sound





1:13










Brad Thomas, Senior Customer Onboarding Program Manager, shares how Calendly
revolutionized their customer journey.


SOLUTION

SCALING CUSTOMER SUCCESS QUICKLY

When DocuSign adopted Calendly in 2020, businesses around the world were facing
new challenges every day. DocuSign wanted to make at least one thing easier for
their customers. 

Compared to the back-and-forth emails that make up manual scheduling, booking
through Calendly created a far better experience for DocuSign customers. The
customer could immediately choose the available date and time that worked for
them. Time zones were automatically adjusted to avoid accidental 3 a.m.
meetings. Customers could reschedule meetings in just a few clicks. And
customers connected with the DocuSign customer success team more quickly.

On top of just meeting a surge of demand, one of DocuSign’s main internal goals
was to improve time-to-value. “We saw a pretty sizable improvement in how
quickly we get in front of the customer once we did switch to Calendly,” said
DocuSign’s Vice President of Success at Scale. “The sooner we can get customers
up and running and starting to use DocuSign, obviously the greater chance they
have of increased usage and retention down the track.” 

Calendly has created a better experience for DocuSign customers and team members
alike not only with speed, but also ease of use. With Calendly’s Workflows,
DocuSign sends meeting reminders to reduce no-shows, then sends follow-up emails
to make sure customers are thanked promptly. Calendly also integrates with
DocuSign’s existing tech stack, including Zoom and Google Calendar, providing a
user-friendly way to handle external meeting scheduling. 

The smooth scheduling process and improved contact cadence continues to help
DocuSign attract and retain customers to this day.

Click for sound





0:49










DocuSign CS team improves show rates with Workflows & cancellation policies.

PRIORITIZING SECURITY AND CONTROL

DocuSign’s top priority is the privacy and security of their customers’
information, documents, and data, leading the industry in defining and
delivering the most secure e-signature solution available. 

As the scheduling automation platform of choice for more than 20 million users
worldwide, Calendly understands the critical role security, privacy, and
compliance play in this process.

Calendly’s enterprise-grade security features keep DocuSign secure through
domain control, SAML single sign-on, advanced user provisioning, and alignment
with data compliance standards and regulations.

DocuSign has the in-app security, compliance, and centralized admin controls
they need today — and the assurance that Calendly’s committed security resources
will keep pace with tomorrow’s evolving threats. 

ADDING FLEXIBILITY TO THE CUSTOMER JOURNEY

Not all scheduling automation tools can support complex meeting scenarios like
large onboarding sessions and meetings scheduled across a pool of consultants.
DocuSign team members need to schedule many different types of meetings during
the customer journey, and their team considered several scenarios before
piloting a scheduling tool. 

Fortunately, Calendly offers a variety of team scheduling options for every type
of meeting. 

DocuSign uses Calendly’s Round Robin feature to automatically distribute new
meetings to team members, saving the time of manually assigning them.

With Round Robin, users choose which team members a meeting can be assigned to.
Calendly looks at the availability of every eligible team member and assigns the
meeting to a rotating host based on customizable event logic. Optimize for:

 * Availability: Assign the meeting to the next available person to reduce wait
   times.

 * Priorities: When more than one person is available, prioritize which team
   member will take the meeting.

 * Equal distribution: Spread meetings evenly among team members to avoid
   overloading one person.

When multiple DocuSign team members need to co-host a meeting, it’s time for a
Collective meeting. These automatically pool the availability of everyone in a
group, so the invitee can only select meeting times that are open on every
host’s calendar.

And when DocuSign needs to host a webinar or onboard large audiences, Calendly's
Group meetings let multiple people sign up to meet with the host at the same
time. 

These flexible scheduling options help their customer success team schedule
meetings faster, so customers in turn experience the value of the DocuSign
product more quickly.


RESULTS

Since adopting Calendly, the DocuSign team has connected with customers more
quickly, increased renewal rates, and improved time-to-value for customers — all
of which has a positive impact on DocuSign’s bottom line. 

“First [added value is] connectivity, [then] ease of access to our calendar so
that there was a way that team members could manage their tasks. Another added
value is consistency… to optimize customer and employee experience along with
ease and flexibility.”

— VP of Success at Scale, DocuSign

DocuSign’s Vice President of Success at Scale said that Calendly has reduced the
time it takes to schedule each meeting from a couple of hours to under 15
minutes. “We have seen over time an improvement in the billable utilization of
consultants,” they said. “I’d say it probably increased even up to 20%, with 50%
of that attributable to Calendly.” With billable utilization referring to the
percentage of available hours spent on billable work.

DocuSign was one of four companies reviewed by Forrester Consulting as part of a
2023 Total Economic Impact™ study commissioned by Calendly. The study, based on
customer interviews, data collection, and financial analysis, found that
Calendly provided an ROI of 318% over three years.

Over a three-year investment in Calendly, results for the composite organization
also include: 

 * 1.5% improvement in renewal rate

 * Annual profit increase of $180K from higher renewal rate due to improved
   customer interaction

 * $687K in net present value (NPV)

 * 10 to 15 minutes saved per meeting

As DocuSign continues to transform electronic signatures and contract lifecycle
management, Calendly is proud to be an essential part of retaining and
delighting DocuSign customers.

Ready to explore what Calendly can do for your bottom line? Contact our Sales
team today.


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without the back-and-forth

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