IAM for CX is the Docusign Intelligent Agreement Management (IAM) application for organizations looking to meet modern customer expectations in today’s highly competitive business landscape.
We designed this application to streamline the customer journey by eliminating many of the redundant interactions and manual processes commonly found in customer agreement workflows.
A clunky customer experience threatens your bottom line
We’ve all been there as customers: Painstakingly inputting all of our personal data, often redundantly, from one form to the next — all in a desperate bid to get the product or service we need. Not only is this frustrating for customers, it’s also frustrating for you as a business, as there are often manual, redundant processes rife with errors.
Expecting your customers to just put up with this poor experience is a surefire way to frustrate and ultimately lose them down the line, especially if the competition has a more streamlined, user-friendly agreement process.
And all those errors? They lead to delays as you send back documents for correction, which inevitably adds to your cost of acquisition and causes further frustration and possible abandonment from your customers. Deloitte released a new report that identifies the costly and negative impacts of poor agreement processes and tools on customer experience. It shows that inefficient agreement management processes lead to a nearly $2 trillion loss in annual global economic value with 66% of customer support survey respondents reporting inefficient agreement workflows as a driver for negative customer satisfaction.