A great customer experience begins with a digital agreement process

Summary:

A great customer experience starts with a smooth and secure agreement process. E-signing is no longer just about efficiency — it’s a reflection of how modern, customer-focused companies operate.

• Speed and simplicity are essential – Customers expect fast, seamless interactions across all digital channels, including reviewing and signing contracts.
• Digital processes strengthen employer branding – E-signatures and automated workflows show that a company values time, trust, and transparency.
• Mobile signing boosts flexibility – Allowing contracts to be signed on mobile devices makes everyday work easier for employees in the field and customers alike.
• Integrations create efficiency – Linking e-signatures directly with HR, CRM, or ERP systems accelerates workflows, reduces manual work, and prevents missed opportunities.
• AI will enhance contract management – Intelligent tools will soon summarise contracts, provide insights, and assist users throughout the signing process.
• Choosing the right service matters – The best e-signature solution fits existing workflows, ensures compliance, and prepares your business for eIDAS 2.0.
  
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Digital agreements and transactions are a key part of building both a positive customer experience and a strong employer brand. Make sure you offer speed and smoothness, reminds Aarni Honkaniemi, who leads Visma Sign’s business and product strategy — and knows the needs of Nordic SMEs inside out.

“In our trend survey, more than half of Finnish companies said that customer experience will play a decisive role in how they develop their contract management in the next six months,” Honkaniemi explains.

Offer speed and simplicity

Today’s customers expect processes to be efficient and effortless. According to the Adobe Digital Trends report, 77% of customers expect seamless and smooth interactions across all digital channels.

What once took a week or even a month is now expected to happen in a single day. Remote work has also reshaped expectations.

Straightforward processes are a key competitive advantage. The ability to complete a form online or sign an agreement digitally can win a company new business.

The expectation of speed and simplicity doesn’t apply only to a company’s products or services — it extends to everything connected to the customer relationship, including reviewing and signing contracts.

Customers expect to access and review agreements remotely. That requires digital contract management. Business customers also expect transparency and the ability to integrate agreements smoothly into their own systems.

Strengthen your employer brand with efficient processes

If a job advertisement promises a dynamic workplace equipped with the best digital tools, signing an employment contract shouldn’t require printing, scanning, or a trip to the office.

E-signatures and digital contract management show that an organisation is modern and efficient. They demonstrate that the company values employees’ time and is committed to a positive employee experience.

According to Honkaniemi, e-signatures also build trust between employee and employer. Candidates can review the contract in peace before signing, while the company can verify through strong authentication that the right person has seen and signed it.

Signing employment contracts digitally can also speed up recruitment significantly.
When contract data can be integrated directly into HR systems, new hires can start faster and more smoothly.

Digital contract management also streamlines everyday work — for example in sales.

A faster sales cycle improves the experience for the sales team, too. Digital contract management helps ensure no sales opportunities are lost — and commissions are paid sooner.

Make everyday life easier with mobile signing

For both customer and employee experience, it’s crucial that agreements can also be signed on a mobile device.

Mobile signing is popular among users of all ages, both private and business customers.
It simplifies work especially for employees in the field or in physical roles, who may not always have access to a computer.

Honkaniemi gives the construction industry as an example — a field where a wide range of contracts, offers, and minutes are often signed directly on site.

As not everyone has a computer available, the ability to sign on mobile ensures agreements don’t get stuck waiting.

Boost contract management with integrations

The forerunners go a step further by integrating their contracts directly with CRM and other key business systems.
According to Honkaniemi, e-signatures benefit both contracting parties: integrations allow each to bring the signed contract into their own systems securely and efficiently.

In the future, AI will make contract management even smarter.
Artificial intelligence could, for example, provide background information on customers and companies, summarise contract contents, or send alerts when a contract period is about to end.

“An AI assistant could also guide users through the signing process and answer questions,” Honkaniemi suggests. “That would make the process even faster — allowing customers to complete agreements fully independently.”

How to choose the right E-signature service

1. Understand your needs
Look for a service that matches your company’s specific contract requirements.
Do you need advanced features, or is creating and sending digital contracts for signing enough?

2. Fit the service into your company’s workflows
Choose a solution that supports your entire organisation’s processes.
Do HR and Sales, for example, handle contracts in different ways?

3. Keep security in mind
Make sure the service processes data securely and complies with regulations.
Is your signing solution compliant with the upcoming eIDAS 2.0 regulation and ready for the EU Digital Identity Wallet?

Terhi Tella is Senior Growth Marketing Specialist at Visma Sign. She’s inspired by content and communication that create real value, and always strives to see things from the customer’s perspective.