Transforming Onboarding with E-Signature Integration

Challenge

Our onboarding process at Aprios was clunky and outdated—relying on Word documents emailed back and forth, creating frustration for customers and internal teams alike. The experience didn’t reflect the polished and digitally native brand we at Aprios wanted to present. We also had an issue with storing the completed documents in multiple places, and I believed the most intuitive place to store these documents was in our CRM versus our intranet.

Approach

I designed and implemented an automated e-signature workflow:

• Created clean, branded templates in PandaDoc for both Customer Setup documents and MNDAs.

• Integrated PandaDoc with HubSpot, allowing the onboarding process to launch directly from our CRM.

• Enabled customer collaboration, allowing multiple stakeholders to share the workload of completing the documents.

• Completed documents automatically synced back to HubSpot, sent a copy to our customers, and routed them to Customer Service for QMS entry.
  

Result

Onboarding time dropped from days to minutes.

Customers now experience a seamless, professional process that matches our brand’s tech-forward, quality-driven image—setting the right tone from the very first interaction.

Reflection

Operational details are customer experience. By improving the small moments, we created a brand experience that feels as good as our capabilities. A polished first impression isn’t just a “nice to have”—it builds momentum, trust, and brand equity from the start.

Before

• Customer onboarding relied on emailing clunky Word documents back and forth.

• Manual edits caused delays, confusion, and a poor first impression.

• The process often took days to complete, slowing down project kickoff.

• The experience didn’t reflect Aprios’ commitment to quality or innovation.

After

• Launched branded, polished PandaDoc templates for Customer Setup documents and MNDAs.

• Automated the process by integrating PandaDoc with HubSpot—initiating onboarding directly from the CRM.

• Enabled real-time customer collaboration within the document.

• Completed documents now sync automatically to HubSpot and route to Customer Service for fast QMS entry.

• Entire process now takes minutes instead of days, delivering a seamless, tech-forward experience that builds immediate customer confidence.