Case Study: M&T Bank achieves greater speed, security and convenience with DocuSign

M&T Invests Big to Bring Greater Speed, Security and Convenience to Banking

M&T Bank, one of America’s oldest and largest regional banks with 700+ branches and a strong customer-focus, faced a sudden challenge when COVID-19 halted face-to-face branch activity and exposed reliance on mail and in-branch paper processes. Urgent needs—like onboarding, lending and administering PPP/SBA loans—required a fast, scalable digital response to keep customers and businesses moving.

M&T rapidly expanded its use of the DocuSign Agreement Cloud (eSignature, ID Verification and DocuSign Notary), growing from about 40 to 200 use cases and working with DocuSign Customer Success to deploy quickly. The shift enabled remote notarizations (5–7 minutes), supported delivery of $7B+ in PPP/SBA funding to 35,000+ businesses, cut a KYC document cost by $17+ per document (over $36,000 saved for one use case), and turned processes that once took months into 48-hour turnarounds—boosting security, speed and customer convenience.

M&T Bank

Sandy Bell

Vice President, Enterprise Transformation Office, Program Manager eSignature & Delivery