Pet-care platform Wag! uses Dropbox Sign to free teams from burdensome admin

A mobile-ready marketplace with user experience at its core

Matching supply with demand in real time is a critical component of Wag!’s on-demand marketplace. This meant Wag! needed the fastest way to get both pet parents and pet caregivers onto its platform. As Dylan explains, Dropbox Sign helps make the sign-up process simple. “Using a questionnaire to test expertise and create different flows based on their responses—complete with a full background check—we’ve developed a well-oiled machine that allows our activation team to achieve some astonishing results. Dropbox Sign’s simple signature process ensures we convert quickly and bring new caregivers into the platform as fast as possible”

While a seamless sign-up experience is pivotal to attracting new users to Wag!’s growing platform, just as important is ensuring that existing caregivers can sign updated agreements efficiently. To keep pet caregivers on the platform, Wag! used Dropbox Sign’s API to simplify and speed the way they could switch or update agreements without interruption. “What’s great is the flexibility we get from using Dropbox Sign to serve all our customers,” says Dylan. “It’s not just about new pet caregiver activation, but also existing. Whenever we update agreements, it’s just as easy for our users to sign them as it is for us to create and send them.”

In an age when brand is as important to a company as the service they offer, Wag! wanted to ensure that its customers interacted with only its brand throughout every experience and that they weren’t redirected to third-party websites or unfamiliar platforms that might damage the user experience. “We see Dropbox Sign as the best-in-class solution for eSignatures, but we needed to make sure our customers still knew it was Wag!. We’ve pieced together systems to provide rapid activation and seamless renewal experiences, and being able to keep it all branded is priceless. Our customers know it’s us—it doesn’t scare anybody; it doesn’t interrupt the flow. And we don’t lose people at those critical moments of truth.” This is especially important because the majority of Wag! users access the platform through the mobile app, so sending them to new tabs or windows would result in a difficult and off-putting signing process.

Perhaps most important, by streamlining and automating its document workflows, the Wag! team has more time now to focus on building and supporting its community of pets, pet parents, and caregivers. “Dropbox Sign has freed up time that would typically need to be spent on routing, sending, tracking, housing, and reporting on our documents and agreements. What’s more, we haven’t had to increase our operations team. So Dropbox Sign has done a great job of making a tool scalable for the size of the team using it,” says Dylan.

Tens of thousands of contracts managed each month

Wag!’s automated platform seamlessly manages the distribution and collection of renewal contracts for existing customers while simultaneously handling the sign-up of new users.

Easy expansion into new areas

The mobile nature of the platform makes it easy for Wag! to expand into new territories by activating potential pet caregivers through the easy-to-use digital platform.

An end-to-end branded platform minimizes support and administration time

Making every customer engagement look like Wag!, regardless of the underlying platform, has helped build trust and raised the profile of the organization. Customers know where the communications come from, they trust them, and they’re happy to complete the contracts with just a few taps in the mobile application.

What’s next for Wag!

Wag!’s future is focused on optimization—that is, finding ways to reduce sign-up times for new caregivers while continuing to offer high-quality service options for pet parents. “We always look for new ways of improving the experiences of our customers, and Dropbox Sign has helped us with this. Its support teams have a ‘roll your sleeves up’ kind of attitude and are so thoughtful in how they approach any challenge we come to them with. Dropbox Sign is a fantastic partner, and we look forward to our continued growth together,”  says Dylan Allread, chief operating officer at Wag!

Interested in seeing results like Wag! did?

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