Business Challenge
Customer service can often make or break a relationship with businesses. For the Berkshire Associates team, customer service was the tipping point for switching eSignature solutions. Prior to using Sertifi, the team was using Adobe Sign as its eSignature solution. While Adobe Sign had the functionality and the interface that met their needs, their customer service experience was a different story. Manoj Tiwari, VP Business and Product Development of Berkshire Associates says, “We were frustrated with their customer service. We had not worked with Sertifi before, but during the vetting process they had shown that customer support is one of their strengths, so we decided to look at their product.”
While superior customer service was essential for the Berkshire Associates team, there were other criteria that they also needed to consider. They expected a more seamless implementation and onboarding experience. When the team underwent their implementation, they were assigned a specific contact person to help them with set up if they had any questions or if issues arose.
Additionally, they were looking for a solution that was easy-to-use and had the same functionality that Adobe Sign offered. Finally, the price was also important to the team. Manoj recalls, “We didn’t want to take away what the Sales team already had, so we needed an application with similar functionality and features and anything extra was a bonus!”
Sertifi Solution
When Berkshire Associates was evaluating eSignature solutions, they looked at a total of three tools – two of them being Sertifi and DocuSign. Sertifi was able to meet their business needs, like Adobe Sign, but also offered superior customer support. Sertifi for Salesforce enables people to collect eSignatures quickly and easily, within minutes. The pre-built application is on the Force.com platform, so you can work directly within Salesforce to send, sign, and track contracts.
Sertifi’s Customer Success team was available for them every step of the way. Each customer, no matter the company size or industry, is assigned a Customer Success Manager so you always have a point-of-contact to speak with if you have any questions or need assistance with a matter.
“Every time we’ve had a question our Customer Success Manager has replied within the same day or first thing the following day.”
SALES SUPPORT ANALYST, BERKSHIRE ASSOCIATES
The Results
Implementing Sertifi for Salesforce turned out to be a piece of cake for their team. Ann Murray, Sales Support Analyst, recalls, “It was an extremely smooth onboarding experience. We tested in the sandbox for one week…and then the following Monday, our team was sending quotes for eSignature from within Salesforce. It took us about a week to set it up and customize and then another week for finalizing the implementation.”
Since making the switch, the team is experiencing a much faster response time for all customer support matters. They receive either a same-day reply or their questions are answered first thing the following day, which helps ensure efficiency on the job.
About the Berkshire Associates
Berkshire Associates is a human resources consulting and technology firm that specializes in helping companies build their ideal, balanced workforce. As an industry leader, we specialize in applicant management, compensation management, affirmative action, workforce planning, diversity, and professional training.
“From the time I contacted someone in Sales, they were very courteous and prompt from day one. It shows how much they care about their customers. I was impressed because a customer-focused work culture has to be in their DNA.”
VP BUSINESS & PRODUCT DEVELOPMENT, BERKSHIRE ASSOCIATES