Improving customer onboarding by integrating DocuSign with Salesforce

At a glance

Our enterprise client engaged us to help automate their client onboarding by integrating DocuSign with Salesforce, freeing the team from a tedious manual process and reducing the risk of costly errors.

Customer challenge

The organization’s client onboarding process is a complex undertaking that requires each new client to receive a unique set of documents, determined by the exact nature of their contract with the company. The onboarding team had been managing the process manually, which involved a team member reviewing the new client’s record in Salesforce, determining which onboarding documents they needed, and packaging those documents one by one into a virtual “envelope” for delivery via DocuSign.

This tedious process was not only time-consuming, but also carried a high risk of human error. If the envelope was missing a document, or if the wrong document was sent by mistake, the onboarding team would have to contact the client to rectify the error—an unfortunate situation at the start of a new client relationship.

Our client had tasked a previous development team with integrating DocuSign and Salesforce in the past, but the effort was unsuccessful. Because of their long-standing relationship with us, they trusted us to resolve the defects from the previous attempt and deliver a reliable integration that achieves their goals.

“During the process of building the solution, Logic 20/20 development and leadership teams showed outstanding flexibility, professionalism, and willingness to get our needs met. We were able to develop a good working relationship with Logic 20/20 and delivered a product meeting business standards.”
—Senior Project Manager

Approach and solution

Our team’s first task was to look at the previous attempt to integrate the two applications and determine why it was unsuccessful. After a lengthy investigation, we discovered that a customized setting was preventing user permissions (“consent”) from being passed to DocuSign, generating an error message when a user attempted to create an envelope. Once we had identified the problem, we created a new automation process that validates user authorization and allows consent to go through so that the DocuSign package can be created.

Another issue we encountered was the fact that the specific DocuSign app the previous development team had used was several versions behind the most current. While the latest version of the application has its advantages, upgrading would have added weeks onto the project and therefore was not in the best interest of our client, so we worked with the version that was in place.

Despite the “speed bumps” that arose along the way, our team completed the development, testing, and deployment of the Salesforce-DocuSign integration within the original project timeline. We were also able to provide our client with deeper insight and understanding of how the integration works, and we made sure their IT team has the knowledge and documentation they need to support the integrated onboarding system in the future.

Value and benefits: “The Wins”

With the integration complete, our client can automate delivery of new-client onboarding documents. The customer information from Salesforce feeds seamlessly into DocuSign, allowing the appropriate documents to be selected, packaged into a virtual envelope, and sent to the new client with minimal need for human intervention.

The new automated process benefits our client in the form of

• Time savings: Eliminating the time-consuming manual process has increased the productivity of the client onboarding team, allowing them to focus their efforts on creating a positive experience for new customers.

• Reduced risk of error: The automated process dramatically reduces the risk of human error, enabling a smooth onboarding process that starts new client relationships on a positive note.