Santander partners with DocuSign Agreement Cloud for better customer engagement

by Analytics Insight

January 15, 2022

The partnership with DocuSign has helped Santander transform its two barriers into rapid digital processes.


DocuSign is known as the most trusted and internationally recognized service for electronic signatures and approvals. The platform is easy to use, learn, implement, and the agreements are convenient for everyone. Santander is a Spanish multinational financial services company offering current accounts, mortgages, savings accounts, credit cards and many other services to meet the financial needs of customers. But Santander couldn’t overcome the hurdles it faced: digitizing inefficient, manual processes to improve customer engagement and experience. Business customers faced two biggest challenges: the onboarding process and the time to receive cash. It took a long time for new customers to open an account and access the funds. These new customers had to complete one of 39 editable PDF onboarding forms before printing, signing and returning them to a local branch. This whole process took 12-25 days. Thus, there are two major issues for the business like reduction in customer engagement and time for loan contracts.


Santander decided to partner with DocuSign Agreement Cloud because of its user-friendly processes as well as its strong integration with Salesforce. DocuSign accepted the partnership to improve customer engagement by speeding up the onboarding process. The company began taking initiatives to embrace digital transformation by replacing 39 PDFs with an online form for customers. After submitting the form, the process would begin – a succession of back-office processes to approve the application by checking for financial crime or anti-fraud cases and parallel processing would help complete all onboarding steps. Thus, a client can open an account efficiently in two days instead of a month. DocuSign CLM contributed to a new credit system and pricing in nCino before seamlessly transitioning to DocuSign CLM. This was useful for effective negotiation between Santander and the candidates. Documents would be automatically triggered by nCino for document preparation and DocuSign eSignature upon mutual agreement.


Partnering with DocuSign has helped Santander transform both of these barriers into fast digital processes. There was a 97% reduction in the number of forms used for several services, an 83% reduction in the time it takes for new customers to open an account. Digital transformation with DocuSign CLM has also enabled Santander to deliver a seamless customer experience and improve customer engagement. The smart process allowed multiple people to collaborate and sign the same document simultaneously. Customers open their new accounts in just two days instead of 25 days. Now, employees can focus on meeting customers’ financial needs instead of mundane and rigorous paperwork.

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Analytics Insight is an influential platform dedicated to ideas, trends and opinions from the world of data-driven technologies. It monitors the developments, recognition and achievements of artificial intelligence, big data and analytics companies across the globe.

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