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Adobe Sign: Cost effective compared to the competition, but not the greatest product or customer services
November 24, 2020

Adobe Sign: Cost effective compared to the competition, but not the greatest product or customer services

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Adobe Sign

We use Adobe Sign across our entire organization. My team uses it to collect signatures from students we support. Students review and sign Release of Information documents which gives us permission to work with their school on their behalf should a situation arise where that would be needed. We also have them complete gift card recipient acknowledgement forms for accounting auditing purposes if they receive a gift card through a drawing that we're doing.
  • More affordable than other esignature solutions (i.e. DocuSign)
  • Brand / name recognition - people trust Adobe and generally know what it is
  • Once you know how to use it, it's pretty easy to send documents out for signature
  • Reporting functionality - I find the reporting functionality to be pretty bad within Adobe Sign
  • Integration with Salesforce - it was not easy to integrate our Adobe Sign account with Salesforce. We had to hire an outside consultant to set it up and it's still pretty clunky.
  • The way the email looks to the recipient - they have to click one small link in the email to be taken to their document. This is a mistake as far as I'm concerned. There should be lots of ways to click through from the email to the document they are being asked to review and sign.
  • Scalability of collecting and saving/organizing documents. Our organization supports over 3,000 students. If we were to try to send out and collect regular print, sign and scan back release of information documents from them, it wouldn't work and saving them in an organized way would be a nightmare. Adobe Sign makes it all pretty seamless (although we still don't get as high of a return from students as we'd like)
I haven't had the best experience contacting Adobe Sign support for help. For one, it was difficult to even find a customer support email or phone number - they really bury it. And for help with anything more than very basic stuff, they try to charge you for services (like our Salesforce integration). I get that that takes time and resources to implement, but if they could provide better customer support and solutions from the start - that would be huge.
I think there's definitely a learning curve with Adobe Sign. I usually have to train people how to use it. There are things they need to look at and fix - like when sending a document out to a signer ... there are multiple email address lines that pop up. This creates some issues if the sender doesn't know how to use Adobe Sign. I've had teammates enter in email addresses of multiple students for a document they all needed to sign, but didn't realize that the student needed to receive and sign their own document and not one that goes out to everyone. Not sure if that makes sense - but it's a usability issue more than user error.
As I mentioned before, we use it for all things e-signature. Mostly collecting signatures from students, parents/guardians, and/or contract partners. It gets used daily within our organization and is a good solution once you know how to use it for sending documents that need to be reviewed and signed. And I like that once it is signed, it is saved in the Adobe Cloud and can be pulled up later with a few clicks.

Do you think Adobe Acrobat Sign delivers good value for the price?

Yes

Are you happy with Adobe Acrobat Sign's feature set?

Yes

Did Adobe Acrobat Sign live up to sales and marketing promises?

No

Did implementation of Adobe Acrobat Sign go as expected?

No

Would you buy Adobe Acrobat Sign again?

Yes

I wasn't super involved with the selection process (that was more so our IT team), but from what I heard - it was much more affordable than DocuSign, which was the other e-signature service we were considering. Cost was the main factor in selection.
Salesforce CMS, Microsoft 365 (formerly Office 365), SetMore
It's good for contract signing (removes the need to print, sign, scan and email back) especially when multiple signers are required. This is one of Adobe Sign's best functions - to have multiple signers receive, sign and return it to the sender. Once it's integrated with Salesforce, it's also pretty easy to send out documents to individuals one by one. (Groups are harder).