Case Study: New York Life streamlines service workflows with DocuSign

New York Life Streamlines Service Workflows for Agents and Millions of Policyholders with Docusign and Salesforce

New York Life, the largest and oldest mutual life insurance company in the U.S., needed to move away from paper-based, wet-ink service processes that were slowing agents and creating friction for customers and customer service reps. The company chose DocuSign, using Docusign eSignature embedded in Salesforce to create a more seamless, familiar workflow for handling policy-related requests.

DocuSign helped New York Life automate document routing, data entry, status tracking, and Salesforce record updates through browser-based PowerForms and integrated e-signature workflows. The result was dramatically faster service: most agreements are now signed in less than a day, with millions completed in just a few hours, while out-of-the-box reporting and audit trails improved visibility, compliance, and operational transparency.

New York Life

Tyisha Serrano

Corporate Vice President