Case Study: Diners Club UK and Ireland achieves 17-minute credit application turnaround and improved customer satisfaction with Adobe Sign (Adobe)

Company speeds up corporate credit applications with Adobe Sign, boosting efficiency and customer satisfaction

Diners Club UK and Ireland, the UK franchise of the long-established Diners Club International, faced slow, paper-based corporate credit applications that dragged down customer experience and call-center productivity. The company needed an electronic workflow that would integrate with its existing Salesforce CRM, reduce incomplete returns, and speed up turnaround so representatives could complete applications while on the phone.

By embedding Adobe Sign (Adobe Document Cloud) into Salesforce, representatives can prepopulate and send applications in a few clicks, enforce required fields, and have customers sign and return forms in an average of 17.3 minutes. The change boosted completion rates and call-center confidence, sped up underwriting and forecasting, increased customer uptake of credit facilities, and markedly improved sales productivity and retention.

Diners Club

Jonathan Back

Chief Financial Officer and Operations Director