Case Study: NatWest Group achieves paperless customer journeys and 90% faster contract cycles with Adobe Acrobat Sign

NatWest Group’s Center of Excellence for eSign transforms digital business processes with electronic signatures

NatWest Group, one of the UK’s largest banking groups serving 19 million customers with 63,000 employees, needed to modernize heavily paper-based, regulated document processes to improve productivity, meet finance compliance requirements, and hit ambitious sustainability targets—challenges made more urgent by COVID-19 restrictions that limited in-person signing.

NatWest built an Electronic Signatures Center of Excellence and deployed Adobe Acrobat Sign to centralize, integrate and promote e-signature workflows. Through proactive engagement, API integrations, rapid solutions like remote witnessing, and ongoing support, adoption jumped 520% YOY to serve 1.8M customers across 70+ use cases, support 1.3M annual transactions, cut average contract cycle time by over 90% for ~2M contracts, and save 9 million sheets of paper (plus water and wood equivalents).

NatWest Group

Vinita Nair

Platform Lead - RPA, ECM and eSign in Business Automation Service