Instacart biedt een zeer gepersonaliseerde boodschappendienst die op dezelfde dag bezorgt en aan de individuele behoeften van elke klant voldoet. Momenteel leveren zij deze dienst in 47 Amerikaanse staten.
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Op elk moment sluit Instacart contracten af met meer dan tienduizend 'personal shoppers' voor het doen van boodschappen, het verpakken en bezorgen van de boodschappen aan klanten van Instacart. Aanvankelijk vertrouwde Instacart op de traditionele manier van handtekeningen met pen en papier om nieuwe shoppers aan te nemen. Maar de aanvraagprocedure voor nieuwe contractanten was lastig.
“Under the old system, there was considerable friction in the sign-up and onboarding process. We had staff in the office that would scan all of the documents as well as manage the process of getting the paperwork complete. We were losing qualified service providers before they’d even shopped their first order. It wasn’t a sustainable model as we looked to scale out the business,” said Instacart Co-Founder Max Mullen.
Bovendien liepen sollicitanten die mobiele apparaten gebruikten een groter risico om af te haken, omdat het onboardingproces verschillende documenten omvat (en veel documenten om herhaalde informatie vragen, zoals de 'naam'). De onboardingsdocumenten waren ook in pdf-formaat, waardoor het bijzonder moeilijk was om er met een telefoon doorheen te navigeren.
“HelloWorks has significantly improved our completion rate for onboarding shoppers over our previous PDF and email-based system. Allowing paperwork completion to be done in-app has made the onboarding experience seamless for Shopper applicants."
From the start Instacart recognized how essential the onboarding process was and turned a critical eye to selecting the right eSignature API. As Instacart's co-founder Max Mullen explains, “We knew exactly what we were looking for in an eSignature API. First, it needed to be a clean and modern API. So many of the eSignature APIs available today are antiquated and just wouldn’t work for us. Second, we needed to be able to seamlessly integrate the API into our product to keep the user experience as close to our brand as possible. We wanted an API built by a team that valued user experience as much as we do."
“At the end of the day we chose HelloSign because it was the best combination of these features, price and user experience,” Max shared. After the successful implementation of HelloSign API, Instacart was happy with the upgrade to paperless onboarding, but they still wanted a more streamlined approach for onboarding to keep the contractor pipeline full and healthy.
They chose HelloWorks because, as Instacart's Product Manager Bill Babeaux says, “Bringing paperwork in app through HelloWorks is a critical part of a large multi-team project that allows Instacart to onboard shoppers without constant manual involvement.”
With HelloWorks, Instacart has seen a dramatic increase in speed of the application completion rate, as threefold the number of people who started the signup process ended up shopping on the Instacart platform. “HelloWorks has allowed Instacart to create a seamless onboarding experience for our shoppers. All of the steps that a shopper needs to get started are now housed entirely in the app, which we couldn’t have accomplished without the HelloWorks solution," said Bill Babeaux, Product Manager at Instacart
Choosing a modern API with clean documentation and self-service sign up helped Instacart get up and running quickly. Their developers found that coding and implementation with the HelloSign API was extremely easy, required less of their time, and did not present any challenges. This speed to implementation enabled them to scale the Shopper onboarding process much faster. “The project was conceived and launched in less than a week. It took one developer less than two days of work to integrate the API,” said Max Mullen, Co-Founder of Instacart
Met de HelloSign API heeft Instacart afzonderlijke documenten gedigitaliseerd die voorheen moesten worden afgedrukt en gescand. Met de API kan Instacart de informatie die de klant tijdens het aanmeldingsproces heeft verstrekt, gebruiken om automatisch al het nodige papierwerk in te vullen, een reeks gepersonaliseerde pdf's te genereren en vervolgens de voltooide documenten te verzenden zodat de klant ze elektronisch kan ondertekenen. Doordat velden zoals 'naam' en 'adres' automatisch worden ingevuld, worden overbodige stappen vermeden, net als de wrijving die er vroeger voor zorgde dat aanvragers afhaakten.
HelloWorks stelt Instacart in staat om een adaptieve ervaring te leveren voor shoppers die mobiele apparaten gebruiken. Overbodige gegevensinvoer is verdwenen, omdat gegevens nu automatisch naar de juiste plaatsen worden geleid. Het onboardingproces is nu een holistische workflow in plaats van een reeks onafhankelijke documenten.
Data entered immediately flows into the Instacart database rather than getting locked in the completed PDF. With the high volume of Shoppers Instacart was onboarding, HelloWorks was able to save the Instacart team more than 50 hours per week. It was exactly what Instacart needed to automatically guide applicants successfully through onboarding. “Bringing paperwork in app through HelloWorks is a critical part of a large multi-team project that allows Instacart to onboard Shoppers without constant manual involvement,” Instacart's Product Manager Bill Babeaux explained.
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“As a result of our collaboration with HelloWorks, Instacart’s shopper onboarding process is now substantially more efficient, a huge boon in the company’s efforts to reach 80% of the US households by the end of 2018.” - Bill Babeaux, Product Manager at Instacart
HelloWorks verhoogt de snelheid, nauwkeurigheid en het tempo van de voltooiing van documenten (overeenkomsten, formulieren, contracten, enz.) drastisch. Intelligente mobile-first formulieren, geen pdf's, leiden gebruikers door documentworkflows zonder ongerelateerde vragen te zien of om repetitieve informatie te vragen (zoals 'naam'). Het beste van alles is dat de gegevens van ingevulde formulieren automatisch worden ingevoerd in je systemen van derden.
