Case Study: DocuSign transforms customer support and speeds scheduling with Calendly

DocuSign transforms customer support using Calendly

DocuSign, the global electronic signatures and agreement management company, needed a better way to handle a surge of new customers during the pandemic. Its customer success team was still relying on manual back-and-forth emails and phone messages to schedule onboarding and support meetings, and that process couldn’t keep up with the volume, time zones, or urgency of customer needs. DocuSign turned to Calendly to make scheduling faster, easier, and more secure.

With Calendly, DocuSign streamlined meeting booking, automated reminders and follow-ups, and used team scheduling features like Round Robin, Collective meetings, and Group meetings. The result was a major improvement in customer experience and internal efficiency: scheduling time dropped from a couple of hours to under 15 minutes, consultant billable utilization rose by as much as 20%, and DocuSign also saw better time-to-value, higher renewal rates, and a stronger bottom line.

DocuSign

Brad Thomas

Senior Customer Onboarding Program Manager