Case Study: Santander achieves 2-day digital onboarding and faster loan fulfilment with DocuSign

Santander UK’s corporate onboarding and loan fulfilment solution rivals even digital-first banks

Santander UK’s SME, Commercial and Corporate Banking teams serve businesses with turnovers of £500k–£500m and faced lengthy, paper-based onboarding and loan fulfilment processes. New customers had to complete up to 39 editable PDFs and could wait an average of 12 days (sometimes up to 25) to open an account and access funds, creating a major customer-experience and time-to-cash problem.

Santander implemented the DocuSign Agreement Cloud and DocuSign CLM, replacing 39 PDFs with one dynamic online form, adding advanced multi-signatory workflows, and integrating with Salesforce and nCino for seamless document preparation and e-signature. Parallel processing and automation cut average account opening time to two days, reduced administrative work, and sped up loan negotiation and execution (reducing related time by around 30%), enabling faster access to funds and a far-improved customer experience.

Santander

Jonathan Holman

Head of Digital Transformation