Digital Signature Legality for Customer Support in UAE

How to eSign a document: digital signature legality for Customer Support in UAE

hi everyone uh good morning good afternoon or good evening based on from where you have joined the session my name is mai I'm part of the Zoho team today I'm very excited to present this session along with our guest so how digital signatures can reduce employee friction increase customer experience in today's hybrid Work World so we have our guest today uh the first one James M VP research director of Forester uh where he heads the future of work team along with his analyst so James uh is someone with over 25 plus years of experience where he uh understands and analyze consumer Behavior employee behavior and James is someone a Visionary who has uh predicted the arrival of Amazon Echo um before its arrival and he also studies the online shopping pattern so uh thank you James thank you for joining the session today welcome to the session thank you uh we have our next guest uh Amanda uh the CRM integration manager from pural light and eolab Company so Amanda is also someone with over 20 plus years of experience so at purite she takes care of the Zoho implementation customer onboarding and the uh training of the employees for their new workflows and process hi Amanda welcome to the session everyone thanks for having me so uh thank you James and Amanda so today uh before we jump into the session I just have uh to walk through the agenda again so first we will go through the latest trends in future of work followed by how happy employees leads to happy customers some best practices we will uh get to know from James and Amanda and the role of digital signatures to enhance employee and customer experiences so some housekeeping stuff first so all attendee lines are muted by default so we recommend each one of you to use the Q&A tab to post your questions and we will have a Q&A towards the end so the most popular question yes we will record the session and share the deck with you if you have any questions or feedback about the session please write to support at zos sign.com it's all over to you James thank you wonderful well thank you everyone again uh from me as well a welcome to this session we have a lot of of wonderful things that we've been planning to talk about with you and I look forward to where the conversation will take us I thought I would start at the beginning by sharing just a few slides to provide some context to what we are trying to talk about here today so um as I put up this this slide um I really want to talk about this employee friction idea that moly was uh introducing as part of the theme of our conversation and I want to talk about how reducing employee friction unlocks customer success so let's make this connection very clear between these two things that um on the one hand someone might say oh I understand why you need to do things that make your employees like their job and feel good about their job and but at the same time you have to just buckle down and do what's right for the business to Ser serve your customers and the connection that we want to make here and and I've got the evidence for is that you do one to do the other and so they both go together so let let's talk about that I'll jump right in here um I want to first set the real context for this because everything that you're doing right now to look at employee friction is happening in a context of what we call the four shocks of the future of work and these are four shocks depicted here I'll put up the labels so that you know what we mean by these pictures U these four things are the trends that going back to late 2019 we said what are the things that will shape the way companies succeed with their Workforce in the next decade meaning the 2020s so 2019 which is a that's a very important number to remember because of course we were just months away from an example of the first talk in the top left which is systemic risk systemic risk refers to those risks that are outside the span of control of the organization or even the industry which obviously something like a pandemic was that kind of thing and has always been before this pandemic was not the first uh risk event that we've experienced even in the last 20 30 years we've had several although this one was bigger but there are other systemic risks climate risks there are uh just simple natural disaster risks that can occur in a specific region and how that affects that Region's ability to provide Supply or to channel demand to industries that are Global so systemic risk events have always been with us will always be with us but our ability to see them coming because of our Global realtime news exposure is different now than it has been before and so that's something that a company has to think about how are our employees and our customers going to be affected by systemic risk events going around the circle here robots and automation is something we've been writing about for over 10 years of course because for a long time people have said oh no robots are going to take people's jobs a fear which actually goes back decades but in particular right now we're hearing from people talk about automation uh having a tremendous impact especially generative AI on the way people will work our own forecast 85% of jobs by the end of this decade will have been significantly transformed by automation at a minimum and in some cases robotics depending on the role and depending on the industry that's a shock you have to deal with thinking about how will this affect our customers how will it affect our employees and how do we turn that challenge into an opportunity bottom left employee data now this is one of the the Lesser understood shocks but we put it on our list of four because it's going to turn out to be very very significant right now we are all generating so much digital exhaust from our many logins that we have at work and that employee data is a huge source of understanding for insight about what makes people successful at work and how we can have a Workforce that is more optimized to reduce friction if we use that employee data correctly most companies do not use it correctly today in fact some of them use it directly incorrectly by using that data to only track and monitor employees uh and control them as opposed to enable and Empower them the fourth shock of these four is the employee power that we have seen rising over the last 15 years and of course in the last several years we was very spotlighted by the pandemic as we saw Frontline workers talk about how uh challenging their jobs were and and and rising up and asking for more respect more pay in many cases certainly more safety accommodations and so on and that that has been spilling over and and in the US we're seeing a rise in the number of Labor movement issues and Strikes we're seeing the same thing in the UK we're seeing around the world this kind of employee power but it's not the only kind of power that people are dealing with and expressing expressing your feelings about your company U is is one way that that that also is affected okay my slides are getting ahead of me just a little bit here apologies um it's telling me that I need to move on so let's move on I I have pulled out I'm talking about the present oh what's happening in the present and then I'm talking about the future what's GNA happen in the future but sometimes it's helpful to look back as we're doing in these two pictures to see the past and to say okay when you look at these pictures what do you see and and I've done this exercise with a few people and sometimes they they talk talk about the modes of dress the ties the dresses the the Antiquated technology that people are using or the way the desks are organized I mean these are all very very uh noticeable things to comment on either because they're similar to today or very very different from today but what you really I hope see when you look at every one of these environments and you think about oh they have that telephone or they have whatever they have you see people it is the people that the Technologies don't make the business work I mean in one case the the entire room is women typing on old typewriters and you think oh that business is about typewriters no the business is about the people the typewriters can't type on themselves it's the people who do it and the same thing about the telephones and the desks and everything else happening in the other picture as well it is the people that is the thing that we want to optimize for in the context of these shocks that are happening to the Future at work how are we going to handle systemic risk we're going to do it in a people- centered way how are we going to manage employee data we're going to do it in a people- centered way how are we going to manage uh whatever else comes next as a challenge to our organization specific to our industry or generally it's the people who are going to get us through those things innovating through those things and then carrying us forward on the other side that's why when we ask people uh in our surveys of nearly a dozen countries thousands of people in nearly a dozen countries around the world do you have what you need to be productive at work specifically the tools information and Technology to be productive at work only 48% of workers workers of all kinds in all types of Industries uh agree that they have what they need to be productive at work this is this should actually be shocking it it should actually make you think wait a minute are you telling me that only half of people have what they need to be productive then we're doing something massively wrong in underinvested investing in giving people what they need to be productive at work while still expecting them to somehow magically be productive now it it's not like this is an onoff switch and people either have everything they need or they don't have everything they need it's that people are telling us strongly I agree that I have everything I need or I kind of agree or I'm neutral or I disagree and I've given you the people who agree I'll add it up into this 48% um but the point is every single lever along the way can be moved you can increase the amount of information access that people have the tools that they have and the technology they have but importantly you can configure those things to be more likely to create success and you can reduce the friction of using those tools if you think about the number of tools that people have to log in to do their work on a daily basis or across a week or a month in their employment it's astonishing the number of tools that people have to use that itself is a type of friction especially when every tool uses a different mode for logging in a different user interface has a different conventions for it that is itself a type of friction but if you go into the Journey of your employees for each one of those tools each one of those solutions that you have acquired maybe from a vendor or you've built it yourself and you think okay they have what they need to be successful but if you go into the journey that they're going through in order to use those tools you will of course find moments of friction and it's really important because um when people have these not only tools information and Technology but it's given to them in a way that reduces the friction of being successful at work they're nearly two times as likely to be engaged at work we have a battery of questions we use to measure how engaged people are and what kind of Engagement experience they're having if they have the basic tools they're more engaged and engagement is good because more engaged employees do more for your organization there 34% more likely to say they're going to stay with you for the next 12 months they're 42% more likely to thrive on the technology give you give them meaning that they'll agree to things like yes the technology that we have works like it's intended yes we've been trained effectively in it yes we can use it the way it was intended and it generates success for us they're 58% more likely to be proud to work for your organization I want to emphasize how important this one is I've had a lot of companies who come to us and said you know our employee satisfaction survey isn't really telling us a lot of what we wish it would tell us you know what do you ask people around the world that we might be able to borrow from that would help us know how we're doing and sometimes they're able to incorporate you know a dozen questions from the battery of questions that we use and it's very very useful for them of course because they can compare their results to ours they can learn what's going on but here's the thing sometimes they can't change those questions sometimes they're locked into a set of questions or changing them requires getting approval from a large bureaucracy that just doesn't really want to change much and so they've said sometimes to me what one question would you ask for us to summarize whether people are thriving here at work whether they're engaged whether they're willing to learn whether they're willing to grow here and see the future for themselves here it's this one I am proud to work for my organization agree or disagree on a fivepoint scale the people who are who agree with that are more likely to agree with everything that indicates that you're performing well that their manager is a good manager that the tools and technologies that they have are the right ones that their culture at work is effective so 58% more likely to say you're proud to work for the organization is a strong endorsement of the idea that when you reduce the friction to get the information that people need to access the tools that they need and to use the technologies that you've provided you end up with a more engaged more thoroughly connected organization so that context is very very important for us to start out with and so I thank you for letting me have a couple of moments to to start there um and and let me start by just saying that um from my perspective of talking to dozens of companies around the world on this I there's this moment where they sometimes say okay we believe you this is so important we absolutely need to improve the way our employees are experiencing their work what big thing should could we do to solve all of their problems and make them dramatically more successful and more proud to work where they do and all of that and I you know if you've got the energy and the clarity the vision and the leadership to do some big transformation definitely do it most companies are involved in some kind of transformation at all times anyway so great go right ahead but if that means that we're not looking at the probably dozens of small ways that we can just reduce this piece of friction and that piece of friction we're missing a really large opportunity and that's why I was very excited when I was invited to participate in this conversation because I love to talk about the big picture and I'd love to talk about the future but if you can say to me oh here's this one simple trick I know it sounds like an advertisement online but this try this one simple trick and you can reduce the friction of your workers I've got all the evidence to show it increases engagement and increases every everything else that matters and today I think we're we're in a position to talk about one simple trick and that is the ability to execute agreements with a digital signature so that people can be more successful and and I guess I guess I've had conversations with people where they say to me oh so you save me three minutes because I don't have to print something out and sign it like oh no no no no no no no no this is a small small thing that has a tremendous tremendous impact so with that in mind I'd like to to introduce again Amanda Dolan riddle CRM integration manager at pure light which is an eolab company Amanda welcome aboard I'm really excited to have this conversation with you hi thanks for having me so Amanda I I think there's some context that might be useful to to share with the audience about your role so if you'll tell us a little about what it is you do um and then a little bit also about the context in which your job has been changing um as I mentioned you know it's pure light is now in eolab company but that's a recent thing so please tell us a little bit about what you're up what you're up to sure um so my role uh my official title is CRM integration manager um but primarily what I do is um look for ways to um streamline our business processes uh make the engagement for our users um a lot more streamlined so I look for ways where I can um identify processes that they do every day and how can we make that a little bit more smooth how can we reduce the number of clicks they have to do to get to a certain screen how can we say okay if I need to find this document how can I make it easier and faster for them to find a specific document um so that's a lot of what I do and being that we were recently ired um we are in the process of kind of marrying our processes with the eolab processes so we're finding ways where um we take what they're using and incorporate them into our processes or you know in some cases we have to do the opposite so it's been really exciting to see you know it's it's like a puzzle sometimes to find out you know ways that you can um kind of streamline these things that people do every day and I was thinking about something you said in your slides and that it's the people and I think it's some of it is you know even the names that we use for our our employees or co-workers and I I always refer to them as my users these are my users because I'm talking about software but really like it kind of gives it almost like a disconnect so it's like I maybe I need to start like renaming them like team members or something like that I kind of I kind of think that brings back the human aspect of it um so I really enjoy those slides that you shared James oh thanks I heard something in what you just said though that I I want to poke on for a little bit because I think maybe you're using the word users but it doesn't sound to me like you're thinking of them as as just these abstract users because you said reduce the number of clicks I mean that's music to my ears for seeing that you get it you get that you know I don't need to just deploy this solution and fix this process and add this application or whatever it is like it really can come down to the number of clicks that have to happen in the work do you do you have a process for identifying those clicks that you might eliminate how do you approach that there's a number of ways that we look at those I mean we we take feedback from our sales force you know when they're saying you know this is just too much work well a lot of times when they're saying that because of something like that it's because it takes them you know they have to sign into two different apps or they have to um click through several different screens to get to what they need to get to um and as you mentioned before I've I've been with purite a very long time and previously I was a salesperson I was on the road I understand what it's like to have to go um after a long day of you know visiting with customers and now you have to go back and put your CRM data in and update things and execute agreements and things like that so we really do want to keep that in mind and make it as easy for them as possible if you want um you know your personnel people to comply and and to do and to provide the data that you need to run your business actually didn't know that I didn't know that about you that you had been in the shoes of the people that you're designing for that it almost that's kind of the ideal way to approach doing what you do because you have the empathy you know what it is that they're going through like you say at the end of the day if they're on the road especially I can imagine like finding the time to I don't know how long does it take to do that at the end of the day is that a 20 minute thing or a two hour thing well I mean it depends on your calls it depends on what you need to prepare and if you if you need to prepare quotes or or if you need to prepare an NDA and execute that those all take time so if you can incorporate like you said something small like an integration in your CRM that allows you to execute a digital signature from within CRM and then you can have your agreement signed that's really you know kind of taking that process and making it a little more seamless you don't have to export a document somewhere else upload it get it signed then download it then attach to your record in CRM it just makes it a lot more seamless well and you're getting at some of what I think is perhaps a misunderstanding that people have when they think about something as small as a digital signature they they think oh it's about executing the agreement but I hear in there like finding the right file I imagine that after you've done the downloading and grabbing and attaching and sending and whatever you've got to then make sure that a month from now you can go back to the finalized term terms and where do you which email was that I mean I've been in those shoes of like which version of the email has the most recent agreement so that I remember for sure what we agreed on so there's it's it's not even just the signature itself it's the whole process around that that can have more or less friction um and I could see how that would be really really valuable um maybe maybe tell us a little bit about well at least one thing comes to mind you can tell me if this is significant or not I'm also sensing the possibility of reducing the human error I I don't know I don't want to make human error like oh the people are such a source of error and they but let's be realistic it's so hard to manage all of that stuff when you have to log in different do all of that I mean it are we are we not only saving the time but are we also ensuring the correct execution of the stuff hopefully well I think anytime that you organize your process in a very streamlined onine way which this does and you know any time where you can kind of uh pair down your process a bit it allows you to your your information and the tools and data that your employees need to access is much more organized so the organization thing really helps me and I know it helps our sales forces to be able to find what they need when they need it um instead of trying to through you know sent emails you know trying to find things that were attached to an email is never a good way to organize your stuff and I kind of like I equate it to if your desk is really messy it really makes it hard to work and so if your desk can be clear concise everything's in its place you have a clean work surface my anxiety goes down and I know that I can just function better throughout the day so I kind of equate it to something like that oh I'm laughing because I'm I'm just not going to turn the camera down to see my desk I conceptually I'm with you I understand what you're saying um but maybe I could learn maybe I owe it to myself to clean things up a little bit about after this conversation but in there you're you're getting at something that I think is really important to bring out you you were talking about just the effect on you of having that process and that organization basically like we describe it here at Forester as the um as the emotional energy that it requires to do your work uh because of course it requires emotional energy to do our work we're not trying to say that it it doesn't but when think of it maybe as a bank that you deposit your emotional energy into you know it's like I'm keeping myself physically fit and I'm getting sleep and so I've got this reserve of emotional energy and then I show up at work but I only have so much and where am I going to spend it and you know like you say if if you're looking at your desk and you don't know where everything is and it's just creating this anxiety for you energy is going low it's like a battery and well is it a battery is it a bank James I don't know it's either one of those things but it's it's being depleted and um and for me in the research that we're conducting essentially what that means is you're creating not you but other people are creating internal systems that are basically requiring people to spend that energy and then when it comes time to work with the customer and this is that link that I want to make and I'd love to hear more about your thoughts that when it comes time to serve the customer customer you don't have as much of that left and that that to me that feels to me like how we link this idea that hey what we're doing to help it be easy for employees to succeed also yields benefits for the customer have you seen that yeah I mean I think that that is anytime that you have to do a clunky process it's more draining on you for sure so anytime where like I said you have to log into different things you have to download and upload and sign things things and scan them it's it's clunky and it drains you and it also makes you not want to do it like so people will be like procrastinating it more and putting oh I'll wait to do that later but if it's really smooth and you know it's going to take you two seconds not only is it like you're not spending that that extra energy but you would then have that energy to go and service your customers a bit better and in the process you're not your your streamline process is then also servicing your customer better so your customer is getting what they need from you faster and then you can maybe move on and help another customer instead of you know it taking you twice as long to just do one thing that you dread doing and um and kind of leaves you feeling like you that's enough for the day so I think that um that efficiency is something that adds up like you said it's a teeny a little bit but if you do it over and over throughout the day it adds up it's interesting I'm maybe I framed this wrong when I was talking about it's just this tiny little thing because it sounds like it's not a tiny little thing especially in roles like the ones you're supporting this is a very fundamental part of how they do their job and how they serve customers and how they feel good about their own ability to be successful um so I do appreciate you kind of sharing with us your your process of how you identify where you can reduce friction what that looks like in the lives of the people that you're organ ganization and then this last bit about how it connects to serving customers better um I I want to see if we can take these questions and and discuss them um with moly as well so uh if I can I'm going to reintroduce uh moly who kicked us off in the beginning product marketing manager at Zoho sign uh Molly I'd love to hear from me as you're thinking about what you've heard Amanda say um how does this resonate with what you're seeing as your customers in I don't know if it's different Industries but certainly different roles are are experiencing you know trying to reduce this kind of friction from from their work lives so uh thank you James so majority of our users are from the HR uh finance and legal teams where they have lots and lots of paperwork so uh be it any industry these are all the Departments from which we see our users primarily from these departments and then when they see value they share this uh advantage to the other departments meaning they they kind of share this technology with the other uh leaders in the other departments thereby taking it across the organization so similar to what Amanda said uh we have seen an industrial piping solution from North America so where they were using a different solution before but uh when they were able to integrate the digital signature solution with their existing CRM uh they were able to reduce the number of uh time to fetch a client information and to send out a document from 18 minutes to 10 minutes meaning saving them 8 minutes and adding uh three more clients every single day so serving three more clients is very essential for the organization bottom line and also for the Department growth so the number of clicks is one aspect and the other aspect I want to add though I want to add though moly because I think you're right it's obviously important to the organization and the team but it also just feels better as an employee to be able to serve more customers effectively I mean what what a look what I did at work I was successful I Sol people's problems I helped them move forward in their objectives I I I don't want to miss that important part so go go ahead sorry I interrupted you no no yeah you you you are spot on so uh for the sales people it makes them happy because they were able to close deals faster it makes the organization management happy because uh it is giving them uh a boost in the bottom line but for the uh end users the consumers it also makes them happy right so they don't need to wait on the long queue to get their work done so which is exactly like happy employees is equal to happy customers so we this P we see this pattern with our uses yes I like that I I like that especially that at your level what you're seeing you're able to quantify it because I think you know what Amanda shared has been really really great some very specific things about how this works out in her role um but I don't know that unless someone can go internally to a decision maker who holds the budget and say like look 18 minutes to 10 minutes was it I mean that that's a significant shift and um so I I think the invitation to people in the audience is to look at your processes and see where you could quantify the the possible savings on just in the process itself but but moly I'd love to hear more about you know Beyond Okay so we've saved time in that process and all of the collateral benefits that come from that but it feels to me like once you start down this path of reducing this specific friction you're actually opening the door to reduce additional friction beyond that is is that what you're seeing in in the way companies are using this uh the major advantage uh when they start using an an integrated solution uh across platform which uh which speaks to each other is so the collaboration becomes easier you can collaborate with the various stakeholders uh to execute an agreement and this data is spread across the company you need to collide it and you need to automate it so the first part is the collaboration aspect of it and the second part is to make sure all all the stakeholders are at one place and they finalize the agreement and the next part is very crucial where we need to verify only the correct person is signing the document which is the ID verification part which is very very important in today's crossborder transactions and things like that so we should be really sure whether this agreement is signed by the right person and whether it is legally valid on top of it uh we also need to be make sure uh if we are also collecting payments which is done parallell uh in the earlier days now this can also be part of the same workflow so this is the new set of areas which is exploring in the agreement execution process VC James I like that because every single one of those things you you make it easier to do something that needs to be done you reduce the possibility for error in all of these things and these are mission critical things internally but also in terms of the customer getting what they need um out of the way they're being served um so it just feels like this wrong to describe this is getting hooked on or getting addicted to reducing friction but I kind of hope that it is like that that more more companies start to feel like and I almost have that sense from Amanda like she gets excited from like oh I've solved this problem and now I bet I could solve this one too I don't know Amanda am I speaking for you I'm sorry if I am oh no that's kind of the way it is and I think even from our users we do get that kind of feedback so once we once we make them happy about one thing a lot of times they'll come and go you know I have this idea maybe we could do this with that and we get a lot of our process ideas like that from our from our users who have to execute them once they see what one thing can do they'll have an idea of like hey could we add this button in the CRM and you know can we do this or that and so um they get they get that sensation as well and I think it's because they're the ones that are feeling that payoff exactly exactly the same thing so uh that is what I said right so first they introduced for the HR department so the new spread the company and the sales team will start asking for this button within the CRM so it is a ripple effect if someone sees the advantage or the benefits out of a system and if they uh do knowledge sharing or casual chat with their uh co-workers uh this goes like a ripple effect and people want more of it across the organization thank you Amanda thank you that's wonderful well I mean it's good to hear that people get in this habit at least uh if I won't call it an addiction maybe that's just not good healthy word but it it's a habit of looking for these kinds of things because I can tell you from the employee experience side every metric will go up when people feel it's not just that their jobs are now easier to do which they are and that they're more likely to be successful in their jobs which they are but they also have the feeling that their organization is invested in making them successful that that's a really hard thing to uh to as an organization you know knowing that there's an amand that you can go to and say hey what about this and she'll dive into it knowing that the organization cares enough to supply people in these roles who are ready to get your feedback and respond that's kind of a culture change and I so I don't know moly if you see that from your role because you obviously you're enabling and empowering specific teams and seeing them be successful hopefully um do you ever see any cultural implication of the organization maybe looking at itself differently because they're seeing the value of reducing friction in their day-to-day work uh I would say it is slowly picking up James I would not say uh it is already there uh I would say uh 30 to 40% of the leaders appreciate the efficiency uh by going digital for their agreement execution process but still there is a huge room of improvement uh for the leaders to understand this fact and to adopt it across the board because uh when it comes to the it budget the it security eats The major portion of it and the rest of it goes to the other process to fix things up so that is how we see uh with our current user bases James yeah very very interesting now you mentioned before I just want to pick up on this the amount of detail that has to happen especially when we get into crossborder uh transactions I I wonder if you could say more about that piece because I imagine if you're Amanda tell me are you mostly doing work in in the US or do you have any crossb transactions that you have to worry about we do but um currently um that's kind of an internal process and so most of our most of our processes that we're using anything like this is domestic okay because I I imagine that that solves a whole bunch of problems right there so moly tell us a little bit more about companies that have to manage this across borders um maybe the the things that that you're able to help them with or maybe the challenges that they don't realize they're up against um when they're trying to do this so uh I would say the a lot of digitization maybe 50% of the digitization happened after this great pandemic right so people were working from remote locations and hybrid work become the norm uh people started to hire people from anywhere at any time across the globe so that is exactly when HR team started to do our onboard users from different parts of the globe and they want to be double sure uh if you are a company operating in USA and recruiting a developer in India or anywhere in the APAC region you are agreement should be legally valid across the Nations and you need to do ID check with the local database maybe in India we have other resign if you are going to recruit someone in Singapore you need to have syn pass and things like that right so so for remote work and hybrid work so the the world is very uh it comes into our Palm right so we need to know only this person is getting recruited to this company and exactly where a digital signature application can come and help them in this whole process I imagine I imagine those rules change frequently I mean as new regulatory regimes come into play or new laws are passed in different countries and so it's not like you just do once and then you're done you you've got to be continually adapting to those things right yep uh especially in the European Union and also in other regions in the developed countries uh they keep evolving the regulatory framework across the digital signatures so uh if you take example for the European Union they keep adding more and more regulation they have three levels of digital signature simple Advanced and qualified so for a low value documents they uh they suggest a method for high value transactions they mandate qualified signatures so likewise for uh other reasons as well so as a legal uh person in a company or the business leader in your company you should be aware of uh whether your platform is compliant with all these growing regulations across the globe and as a vendor we should also be staying on the top with all these new trends and the compliances super well thank you for that extra detail because I I know some people in our audience are coming from different countries so I know they're they're G to have more of that need and and appreciate that well this has been a great conversation I I like the the Practical that we're talking about as well as just the at the concept level to know that these practical things have these conceptual benefits this is all very very important I know we're running out of time we've got maybe eight minutes or so left uh I we we had some questions that I think we're looking at trying to answer in the time that we've got left so moly maybe I'll turn it back to you to pull those up and we can talk those sure James uh we have selected uh the top five questions and we have put it out in our slides so maybe I will start sharing my screen and we can uh Take It Forward from there so here we go so we have selected the top five questions from the Q&A tab so the first one goes like this so are the digital signatures and electronic signatures are the same okay I will go ahead and take this we didn't talk about that so do definitely give us the answer on that so we're clear yeah uh every time in Twitter or in other social platform uh thread goes like this someone takes the phone and they take the scan of the uh document and they add a signature and they say hey uh you don't need an application and things like that so the major difference is uh a e signature is something you take your phone you take a photo of your signature add it to the document but there is no proof that you are signing this document if I have your signature I can sign on behalf of you which means electronic signatures are uh unsecure and weak digital signature is the next level where you use a certificate do some encryption and you use uh some PKA standards of encryption and decryption so once the agreement is executed there is no chance to alter the document so electronic signatures are the basic level of e signatures uh Which is less secure and the digital signatures use encryption methods and it is more suitable for uh business documents yes both are two different but one is a subset of another yeah yeah I think one of the things I'm learning in there is that paper signatures aren't all that safe because you're comparing digital electronic it's like yeah one's clearly safer than the other and then I think uh paper signatures haven't been all that safe so this is probably smart no matter what okay what's our what's our next question the next one goes like this so tell us more about the legality in various regions us EU and other [Music] regions okay so I will also uh go ahead with this one so when it comes to e signature each country has its own law the US has something called the eign ACT Europe has idas and maybe India you take uh ITA uh Information Technology act in the AUST another region it is electronic transaction act so each region has their own e signature law and they have the basic set of standard set up for business transaction so it is highly recommended to all the Business Leaders and the legal departments to go through them before adopting any particular vendor for digital signature okay um good we will let's let's move on then so our next question is yeah correct out the employee and customer experience sure I mean I feel like we heard some good ones from Amanda I don't know Amanda anything else come to mind uh that you're seeing or did did you really cover it I feel like you did a good job I think I covered it pretty well but I mean just um like I said any time that you can take a process that involves a document or or really any kind of process business process that you are and you can kind of reduce the the time it takes to do it the time it uh takes to find the documents you need I find that a lot of what we do um you know and what we've done in the past I should say um involved email too much and so anywhere we can take something out of email and put it into a a software where it's really designed to manage that um has really improved uh the experience for both the employee and then again in term in terms the customer because they're getting the information they need back uh quicker um and they're you know they they like that response time um especially in our industry you know we're one of the bigger players in a lot of our fields and you know if we can give them really personalized customer service from such a big company that's really something that we pride ourselves on and um this these kinds of things help us to do that and that's definitely going to boost the overall confidence in the relationship right and it's not just about executing that agreement it's about knowing this is a partner that's doing things in such a way that they can turn this around quickly and effectively and in a way that inspires confidence that's great uh I think the next question is kind of related too where do we start with digital signatures in terms of EX and CX because you know you you were pointing out in that case starting with um you know looking for email processes that could be automated or or reduced or removed I think that's a good one I think you had said earlier about getting feedback from your users or your the people um and I'm just curious um do you use any other formal or informal process to I don't know whether it's both getting input on what needs to be changed or input on things that you're proposing to change I mean do you do you roll things out fully formed and then get feedback or do you test what's your process for getting started on some of this typically we have a set of pilot users for any of our processes that we kind of want to roll out like this and I always find that that feedback is great I usually try to comprise that group of some that are you know my super users that do everything I ask them to do and then some that are usually more reluctant um and need a little bit more help in those situations because I then I get a really nice mix of feedback from the group um that helps to identify any bugs helps to identify any like pain points that they're seeing um that maybe I didn't anticipate um if they say oh you know this is really an awkward field or I don't like what this is even like the field name it doesn't make sense it's something as simple as that that can really just cause them to struggle so I think it's really important from an admin point of view that you take that feedback very seriously because in your head it might make perfect sense but it doesn't really matter if the users are going to go this this is just a terrible process so I think feedback from the users is really really important when you're developing something new like thisk you moly where what are you hearing about where people are starting specific with digital signatures to to get this kind of thing rolling mostly they start with the HR team uh where there is a lot of onboarding document and offboarding documents and once that gets started it gets it gets passed on to the finance team where they sign the invoices and receipts and things like that so it is more of uh I would say I would uh repeat the same thing it more of a ripple effect so wherever there's a paperwork that team starts using it first and then they pass it on the advantage to the other teams within the company and uh that's how we say James yeah well I think that's a good SE way into the next question really because it's you know if you're manager or a business owner and you're going to implement this and and maybe you'll Implement an HR like you say is there any best best practices but you know secrets that you would say hey you're going to save yourself a lot of trouble if you start here or if you think about this or what's the best way to get going so so as far as we have seen with our customers uh it goes like this uh they go ahead and they don't uh import their entire documents into the system first so they first try out face uh face by face they start with one Department uh import a few documents convert them into a templates and ensure everything goes well they also configure backup the signed copy should go to a secure backup so things are safe for their internal auditing and external auditing purpose so on top of it and they also do some uh regulatory check with the legal team uh so the sign copies and the signature involved are legally valid so so when you start implementing a digital signature solution go slow uh you start with one team or maybe for a small fraction of the one team uh even and then you start checking the uh legality of the document signed with that uh platform with your legal team and then roll it out on a face by face manner for your entire company so that is what we see and advice with our users yeah that makes sense and and it's good that people know that you know you've seen this happen enough that you can give them these kinds of tips and suggestions on where they can start how they minimize their risk while also preparing themselves for the opportunity well I I know we're we're out of time here I want to thank everyone in our audience for joining us today I want to thank obviously moly for hosting us here and Amanda for just the amazing amount of um of detail that you've given people who are listening in and probably are taking notes I hope on how they can apply some of these processes to their own businesses so thank you Amanda sure thank you James and thank you James and Amanda so uh they don't need to take notes uh we are recording the session and of course we are going to share the slides and the recording with them so it was pleasure to have you both uh today uh on our platform I think this session would be very very useful for our users as well and once again thank you very much we will uh connect again in another interesting and insightful session thank you James thank you Amanda thank you everyone for joining today bye you're very welcome bye bye-bye