Case Study: PlanMember Securities achieves paperless, NIGO-free straight-through processing with OneSpan Sign

PlanMember - Customer Case Study

PlanMember, a national independent retirement services broker‑dealer, had moved to a paperless CMS but still relied on printed forms to capture signatures, causing Not‑in‑Good‑Order (NIGO) errors, 1–4 day mailing delays and overnight courier costs. To remove these friction points they partnered with OneSpan, implementing OneSpan Sign integrated with Laser App Anywhere to enable fully digital, in‑field signing from laptops and tablets.

The OneSpan Sign + Laser App integration delivered a 100% straight‑through process with automated workflow rules, digitally signed, tamper‑evident signature blocks, and click‑to‑sign capture—eliminating NIGO paperwork, overnight mailing and courier expenses while improving compliance and the audit trail. As a result, PlanMember saw high advisor adoption, a better customer experience and measurable cost benefits (fixing NIGO paperwork costs 3–4x more than an error‑free STP), along with streamlined, faster onboarding across the firm.

PlanMember

Terry Janeway

EVP and Chief Operating Officer