Item: PandaDoc
Rating: 9
Author: Alejandro Baraza

Use Cases and Deployment Scope

We use it in the sales department, to send offers and to sign all documents and contracts. Also to sign certificates that our accounting Department needs, after the Pandemic teleworking became a our new way of working and we use Pandadoc for signing all documents without unnecessary delays, Pandadoc is been very helpful for lockdowns

Pros and Cons

Saves time by delivering contracts worldwide in a instant.
Environment friendly by saving tons of paper.
Easy to upload and sign certificates and other type of documents that our clients need

Redlining - It would be very useful to be able to propose changes directly in the document (like a drive) so we can negotiate the clauses without sending numerous versions of the document through email.
It allows documents created or uploaded from PandaDoc to integrate with CRM.
assigning more than 1 signer to the same field in order to minimize time and effort when we send budgets
when editing a document to change something in the 2.0 version all text fields with filled information are deleted and the client has to refill all the text fields (in our contracts can be more than 25 fields sometime and clients are a bit reluctant to do it again)
allowing to manage recipients after sending a document would be very useful
an integration or mass downloading's would be useful, we upload our contracts into our system

Return on Investment

Better employee efficiency due to automatic reminders. Now the sales team can keep focusing on their objective while PandaDoc sends reminders to sign the documents.
It is safer for the company to use the template which is updated, otherwise, the sales team may send an outdated version of a document by mistake.
Allowing to change signers, or manage recipients after a document is sent would be very useful

Document Creation

We use all these tools, almost with the same frequency, to maintain all the templates of the contracts and proposals, which are used by the sales team through the integration (with the CRM Copper), we currently do not use the automated workflows, we use the content library mainly form the legal team when creating new templates.

Streamlining Communication

Real-time notifications are very handy, we have not received any feedback from our clients from the mobile-friendly eSignature (although our CEO uses it and he told us that it works perfectly). Regarding redlining, we gave it a try when it was in the beta phase and we like the concept, although it would be much more effective for us to be able to use it directly in the PandaDoc document and once all the changes are negotiated, create a final version for the signature, sadly, the current state of the function would be very similar to send the Word document with the comments through email (which is how we currently negotiate the contracts).

Professional Quality

The look and feel of the documents are great and very user-friendly, sometimes the documents takes too much time to update or appear (interface) which could be improve to save time, the 2.0 version crashes a little more frequently than the previous version but is not very common, we like the new 2.0 editor overall

Innovative Uses

internally when signing certificates or documents that our clients require
Internally after the Pandemic our HR Department asked to sent contracts and documents to the employees trough Pandadoc

Alternatives Considered

DocuSign, DocuPhase and Saydoc

We believed at the time that Pandadoc was more appealing and developed. The tool was very easy to use (which was very important because we had to teach all sales teams on how to use the tool properly). We took into consideration the factors that the tool saves to identify the signer, in case there´s a problem we can prove that the signer truly is that person.

Other Software Used

DocuSign

Likelihood to Recommend

It is very useful when it comes to maintaining the paperless culture we have inside the organization. It is very user-friendly, it saves time, and has an audit trail (which is very handy).
It would be less appropriate for our big deals/clients. When the contract has to be signed by different people which are in different countries (subsidiaries) sometimes the person we are in contact with does not know who is signing the document and then have to resend it several times. But when there is more than 1 signer it is not viable to send the document through PandaDoc, so we have to send the document through email in PDF and print it like we used to do before using PandaDoc.

Non-Selling Uses

Has been very useful, we use Pandadoc on daily basis for signing HR documents and send them to the employees, also our Administration Dep. needs to sign certificates and other type of documents that our clients require, after the Pandemic all of these documents are been uploaded and sent trough Pandadoc.

Usability

Is very useful for many daily tasks around the office, not only for sales and legal contracts

Support Rating

So far, every time we needed the support team they have been very swift and helpful when we migrated from the previous Pandadoc version to the Editor 2.0 they transformed all of our templates very fast, so far we have not reached any problem that it hasn't been solve by the support team

Ease of Integration

It has good integration (we only use Copper) but recently we discussed internally that an option to make an integration that allows to download all documents automatically into our system would be very valuable to automate the process and the sales team losses less time uploading the contracts to the clients File

Performance

Works great, however I think it could be room for improvement specially when loading pages sometimes takes even a couple of minutes to load.

Post-Sale Experience

Every time we need something the Pandadoc Team is there, I have zero complaints in that aspect

Users and Roles

2 - Sales Department: elaborates commercial proposals and budgets for the clients
Legal Department: (Myself) I check all contracts are updated and include Legal clauses, sometimes a help other Dep. like HR or Administration to send their documents internally for the signatures, I help the Sales Department to create new Templates that gather all the commercial insight before using them for our clients

Support Headcount Required

2 - the same team as the previous question, me in the Legal Dep. (I do must of the support for Pandadoc inside our company) and from the Sales team another person who knows how to use Pandadoc

Business Processes Supported

Contracts for our clients (Sales)
Legal documents for solving daily problems
Human Resources documents sent by Pandadoc
Certificates and other documents of the Administration Dep. sent by Pandadoc

Future Planned Uses

we may use it for the HR Dep. regarding managing their documents

Likelihood to Renew

We already renew the service this year, but we have not considerer working with a different tool since we started with Pandadoc we have been more efficient

Key Insights

Do you think PandaDoc delivers good value for the price?

Yes

Are you happy with PandaDoc's feature set?

Yes

Did PandaDoc live up to sales and marketing promises?

Yes

Did implementation of PandaDoc go as expected?

Yes

Would you buy PandaDoc again?

Yes

Products Replaced

Key Differentiators

Price
Product Features
Product Usability

We also reviewed the signature certificate and its validation (on a legal level in Spain) we considered it was sufficient as evidence to identify a signer

Evaluation Lessons Learned

I would not change the process

PandaDoc Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response	None

Premium Support

We have not, honestly I didn't knew that Pandadoc had that service and I´m not sure what does it includes, but we are more than happy with the normal support we receive with our account

Bug Resolution

Exceptional Examples of PandaDoc Support

when migrating from the previous version of Pandadoc to the 2.0 editor, they gave us great support and convert all templates very quickly so we didn't had to wait to use them, the process was fast and efficient and they helped a lot considering we had a great amount of templates

Usability Pros and Cons

Pros	Cons
Like to use Easy to use Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	None

Easy Tasks

The autocomplete function of the text fields when uploading a file or form to Pandadoc
Tables of the editor 2.0 are very easy to use
Assigning many fields to a recipient is very useful as well

Difficult Tasks

When "allowing someone else to sign in my name" the clients are confused for some reason and don't know how to use it
When editing a document all text fields get erased (not only the signature field) which has to be refilled again and sometimes there are several fields

PandaFans!

Overall Satisfaction with PandaDoc

PandaDoc Experience

Using PandaDoc