Leading Insurance Agency Achieves 97% eSignature Completion Rate
A-Affordable Insurance is an insurance agency based in Massachusetts. It offers home, condo, business, and auto insurance and experiences a high volume of transactions. A-Affordable was looking for a more efficient, user-friendly, and cost-effective digital channel that could handle customer signing, document collection, and payments in one place.
Specifically, it was important that the solution be Salesforce-integrated to make usage as seamless as possible for both customers and agents.
Collect documents and eSignatures – fast
With many call center agents and 14 retail offices, A-Affordable needed to digitize its channels. The company was contracted with Docusign for forms and signatures, but found it to be a lengthy process as it required the documents to be uploaded and returned via email.
In addition, Docusign’s platform was failing to meet their needs as the eSignature provider doesn’t offer a way for customers to pay digitally. Docusign also mischarged A-Affordable for several years and changed the software, resulting in more clicks being required to complete the task.
To accelerate insurance processes and improve business results, A-Affordable searched for a browser-only solution that would allow customers to easily pay and submit documents from their smartphone or computer in real-time — without having to bounce between multiple channels or use email. It wanted to offer policyholders a seamless workflow experience, which would also have the benefit of reducing compliance risk.
"We needed a real partner that could provide more personalized services and improve our customer-facing processes but was fully integrated with Salesforce to provide a seamless journey."
A sleek, streamlined, user-friendly experience
The transition from Docusign to Lightico went smoothly. A-Affordable could harness Lightico’s overlay template feature to replicate documents created under the Docusign contract, and then keep creating more.
Now, A-Affordable quickly collects customer forms, signatures, media, payment, and ID for instant verification all in one place. Customers and agents breeze through the workflow, which admins can update on the fly based on business needs. The company considers its partnership with Lightico to be a significant upgrade from its previous contract with Docusign, thanks to the sleek, streamlined experience facilitated by SMS.
“Since partnering with Lightico, we’ve managed to accelerate customer journeys without anyone dropping the ball along the way…the sleek and intuitive platform has transformed our operation.”
Faster TAT and higher completion rates
Since adopting the Lightico Digital Completion platform, A-Affordable has experienced a significant reduction in time and operational costs. 90% of customer journeys are completed within an hour, 93% of documents are completed, and 97% of eSignatures are completed – all without chasing customers for paperwork. Thanks to improved efficiency, both customer and agent satisfaction has skyrocketed.