They set some maintenance timeframes at the end of the month. However, when I’ve complained, they have adjusted.
Have had a couple of outages – not major, but noticeable.
It is not easy to tell when you are in the preview screen if you’ve made a mistake.
The software has the ability to place fields on the document. If you drag a field to edge, it disappears, and you think it’s gone but it’s not really gone, and it shows up to the client somewhere else in the document. This can be confusing to new users.
Higher quality orders are being submitted. Previously, we had a lot of problems with missing pages on contracts and clients writing on contracts, both of which could cause orders to be rejected. In general document integrity is really important. It helps assure to a sales rep that their order will be accepted.
No lost revenue. It reduces the risk of a contract being rejected in a quarter. Previously, we had a 1-2% contract rejection rate and now it’s practically zero.
There is a staff time benefit of not having to check documents that come through Echosign. You don’t have to count pages etc. For my staff, it probably saved her 10% of the time.
Docusign. We perceived that Docusign was strongest in the real estate market and might have more professional services. By contrast Echo sign doesn’t have any. However, I felt that Docusign makes people adopt their signature online out of the gate and creates a very different user experience. I think this makes the user uncomfortable. I also think their set-up a is a lot more confusing. It looks very legalistic in comparison to Echosign. By contrast, Echosign seems more user friendly. The style feels lighter like Mac vs. Windows.
Our IT team implemented and the implementation was fine. The only lesson learned is that the integration with Salesforce.com is great, but if you use the product for something other than sales orders (e.g. timesheets, client correspondence etc.), you need to plan with that in mind. They have a very good web based interface for that.