Case Study: Eastern Bank achieves instant, paperless small-business lending with DocuSign eSignature API

Eastern Bank Challenges the Status Quo in Bank Lending by Implementing the DocuSign eSignature API to Digitize Processes

Eastern Bank, the oldest mutual bank in the U.S., created a tech division called Eastern Labs to address customer demand for faster service and reduce paperwork friction that could delay small business loans up to three weeks. Facing a conservative industry and tight regulatory requirements, the bank needed a secure, customer-friendly digital lending process that eliminated unnecessary questions and sped decisioning.

Eastern Labs integrated the DocuSign eSignature REST API to deliver a two-minute, five-question application with automated credit decisions in under 30 seconds and near-immediate funding once documents were signed. Using DocuSign templates and a proprietary status-checking approach (instead of webhooks), the pilot processed thousands of loans with almost 100% completion and minimal complaints, enabling branch rollout, new product expansion, and a scalable digital lending platform.

Eastern Bank

Laurence Stock

Senior VP