Case Study: Sony Bank cuts mortgage contract time from weeks to one hour with Adobe Acrobat Sign

Paperless mortgage loan contracts with Adobe Sign dramatically reduce the time required to conclude a contract

Sony Bank, an internet-only bank founded in 2001 that offers online mortgage loans and other digital financial services, needed to speed up mortgage contract processing. Their paper-based workflow required customers to mail documents with registered seals and certificates, which often caused rework and stretched contract completion to two to three weeks; the bank’s objectives were to digitize the workflow, integrate it with its CRM, and cut lead time and costs.

The bank implemented Adobe Acrobat Sign integrated with Salesforce, using e-signatures, two-step verification and automated notifications/reminders to eliminate round‑trip mail, seal registration certificates and stamp taxes. As a result, contract turnaround dropped from 2–3 weeks to about one hour, daily progress management overhead was removed, operating costs are estimated to be ~10% lower, and the number of completed mortgage contracts increased.

Sony Bank

Koji Shigeta

Deputy General Manager and Section Head of Business Planning Section, Loan Business Department