Case Study: Unum achieves faster customer service with 70% of forms returned within 24 hours using Adobe Document Cloud (Adobe Sign)

Unum, Ensuring Outstanding Customer Service

Unum, a long-established provider of disability, life and other employee benefits in the US and UK, faced slow, paper-driven customer interactions: regulated, multi‑section forms required mailing and manual routing, delaying policy changes and frustrating customers. The company needed to accelerate digital collaboration, reduce reliance on paper, and improve the customer experience to differentiate in a competitive market.

Unum implemented Adobe Sign (Adobe Document Cloud), enabling call‑center reps to email tailored, easy‑to‑complete e‑forms that customers can sign on web or mobile and which are automatically routed for processing. The change cut turnaround dramatically—70% of returned forms now arrive within 24 hours versus a week or more—while improving tracking, customer satisfaction, winning new business, and prompting expansion of e‑signature use across the business.

Unum

Christine Francis

Business Operations Development Manager, Shared Services, Unum