How Talk to a Broker saves an hour every day with Dropbox Sign API
Talk To A Broker is a leading finance brokerage firm built on quality service, professionalism and efficiency. It enables customers to speak directly with a finance expert to get fast, hassle-free finance solutions and secure the funding they need.
We no longer support the Dropbox Forms product
Results
12-25
hours saved each day
26%
conversion rate
4
days to integrate
Company Profile
Time-consuming paper signatures
William Hong's journey began in car financing, where he spent seven years presenting finance options to customers. But Hong was driven by the desire to diversify and handle a broader range of financial services, which became the foundation for Talk to a Broker. “Our first office was about 15 square metres; it was just three of us and we were all sitting on top of each other,” recalls William Hong, Founder and Chief Executive Officer at Talk to a Broker. As Talk to a Broker took shape, its team expanded to 25 members. Today, the brokerage firm stands out in the competitive Australian finance market not only for its wide array of services, including heavy equipment financing, commercial leases, and personal loans, but also for its commitment to diversity and training. "There aren’t any training programs or a path from university for younger people to enter the financing industry," Hong highlights. “When I worked with car dealerships, I trained and mentored the finance staff inside the dealership, so I have that background. “At Talk to a Broker, we encourage the hiring of less experienced, younger staff and train them, showing them the ropes of the industry. It’s very rewarding to see them gain expertise, experience, and confidence in their skills.”
When they were getting started, Talk to a Broker’s young team faced challenges with paper-based document signatures, which were time-consuming and resulted in low conversion rates. Hong recalls, "We used to email the privacy and consent form—which is a mandatory document in Australia for us to even begin providing services—to customers. Then we would wait for them to print it, sign it, scan it, and send it back to us. The likelihood of someone actually doing all of that was a bit tenuous." Additionally, the manual signature process posed questions about the signature’s authenticity.
“There was no way to know if the actual customer signed it or if it was their wife, their husband, or someone else. So we decided to switch from a manual process to Dropbox Sign API.”
"We send around 500 privacy and consent forms a month to online lead-generated clients and settle between 110 to 130 deals each month. That’s around a 22-26% conversion rate, which is really good compared to the industry average of about 7% for online lead generation space."
Embedding eSignatures into the CRM
Hong led the rollout of Dropbox Sign API at Talk to a Broker, integrating a set of eSignature tools into its customer relationship management (CRM) system. “We set up Dropbox Sign API with a separate email within two days and took about four days to integrate Dropbox Sign API with our customer relationship management (CRM) system, which enables us to verify customer’s information automatically when filling out document templates for signature.”
Hong trained the staff, demonstrating how to create templates and gather multiple signatures. He encouraged staff to experience the digital signing process from a customer's perspective, sending documents to themselves and opening them on various devices. “That way, if our broker is using a laptop and their customer is on their phone, our broker can actually instruct the customer which page to look at, and what they should do,” says Hong.
Faster and better customer experience
Talk to a Broker’s implementation of Dropbox Sign API had a positive impact on both the operational efficiency and the customer experience. "With Dropbox Sign API, the time it takes to send a privacy and consent form to a customer is about three seconds," Hong notes. Sending up to 400 documents a day, the entire team ends up saving around 12-25 hours every day.
“I send about 10-15 documents a day, so I’m saving around 30 minutes to an hour every day. Multiply that by 25 team members and Dropbox Sign API is saving us anywhere between 12 to 25 hours every day."
Today, Talk to a Broker’s team can handle more customer inquiries and close more deals, boosting revenue. What’s more, company documents are more secure. "Knowing that we've got a trace on where the document is and when it was signed is very valuable," Hong explains. This capability is crucial, particularly if documentation needs to be presented in legal contexts. Equipped with the ability to maintain a digital audit trail, Talk to a Broker ensures that all transactions are verifiable, enhancing both compliance and trust.
With Dropbox Sign API, Talk to a Broker has not only streamlined its operations but has also significantly improved customer experience. Hong adds, "The customer experience is a lot faster now. Customers can get approvals almost half a day to a day quicker compared to the manual process." Talk to a Broker’s customers can also sign documents without the need to print or scan them, which further simplifies the process. In a competitive industry where customers need to close deals quickly, Talk to a Broker has gained a significant advantage. Today, up to 26% of customers who receive privacy and consent forms from Talk to a Broker end up signing a deal—a conversion rate that is much higher than the industry average of 7% for online leads.
Building trust with technology
In the financial industry, a company's choice of technology can strongly influence customer trust. “We work with small businesses, so it only makes sense that we're using the same technology our customers trust, and Dropbox is very commonly used.” Hong’s strategic choice is crucial, especially in transactions over the phone where customers have to volunteer a lot of personal information. "Dropbox Sign API helps us make every customer interaction as reassuring as possible," Hong concludes.
Interested in seeing results like Talk to a Broker?
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