Item: DocuSign
Rating: 10
Author: Verified User

Overall Satisfaction with DocuSign

Use Cases and Deployment Scope

Docusign is used for various workflows by several departments. We mainly use DocuSign to receive and send electronic RESPA documents to our mortgage borrowers to make the process easier. We also use DocuSign in-house and send expense reports, authorization forms and employee applications. Using DocuSign makes it easier to track and see outstanding documentation that needs to be addressed.

Pros and Cons

Pros

Docusign's legal team keeps up with the trends in the finance industry so we are in compliance.
Enterprise support offers quick customer service for any troubleshooting issues.
The website offers easily laid out how to guides at hand.

Cons

The only issue I had in past with docusign was matching templates but they resolved this issue for us recently.

Return on Investment

Increased employee efficiency- we make sure when setting up the package- all necessary signature lines are tagged so we don't have to bother the customer again.
Saves ups and postal cost!
When someone is out of the office we can easily share mailbox accounts.

Alternatives Considered

ala mode

Docusign has an easier to use portal - we tested both about 10 years ago and DocuSign offered a better price and it seemed easier to use.

Other Software Used

JIRA Software, HipChat, ScreenConnect

Likelihood to Recommend

When you have two signers and one might be out of the country on business- that's a perfect use of DocuSign so there is no delay. It is also well suited when you have a rush deal or closing and need the documents signed ASAP!

Using DocuSign

Users and Roles

500 - Send out mortgage respa application packages

Support Headcount Required

3 - Knowledge of the mortgage industry and software application

Business Processes Supported

Tracking of electronic signature and record consent.

Innovative Uses

Recently started to use DocuSign for initial employee applications.
Authorizations for managers to sign off on requests for new computers.

Future Planned Uses

To sign closing documentation- right now we can only use initial RESPA docs but perhaps in the future we can host closings electronically.

Likelihood to Renew

We have integrated docusign with our online application.

Evaluating DocuSign and Competitors

Products Replaced

Key Differentiators

Price
Product Features
Product Usability
Product Reputation
Vendor Reputation

The customer service that docusign had to help us lift off the portal with our existing users and forms.

Evaluation Lessons Learned

Nothing.

DocuSign Implementation

Implementation Rating

Use the how to guide online - it has a lot of easy steps (like importing csv files).

Implementation Details / Implementation Partner

Implemented in-house

Implementation Phases

Yes - Imported users and did not have templates used right away

Implementation Issues

None

DocuSign Support

Support Rating

Never had an issue getting someone or if it needed to be escalated they were on top of it!

DocuSign Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed Immediate help available Support understands my problem Support cares about my success Quick Initial Response	None