Customer Case Study: ADP

Overview

Company: Automatic Data Processing, Inc. (ADP)
Industry: Human Capital Management (HCM), Payroll, and HR Services
Challenge: Streamline document signing processes to reduce delays, errors, and costs while improving client experience.
Solution: AlphaTrust e-Sign
Results: Reduced paperwork processing time from days to minutes, increased sales productivity, reduced errors, and enhanced client experience.

ADP, a global leader in business outsourcing and human capital management solutions, serves over 620,000 clients worldwide with more than $11 billion in annual revenue. Through its Employer Services division, ADP provides solutions for human resources, payroll, benefits, retirement administration, and tax compliance. Since 2006, ADP has partnered with AlphaTrust to leverage AlphaTrust e-Sign’s electronic signature process automation solution, initially in its Retirement Services and Small Business Services divisions, with plans to expand across the organization.

Background

The implementation of AlphaTrust e-Sign at ADP is led by Suzette Godwin-Romer, Senior Director of Worldwide Sales Operations. With 18 years at ADP, Suzette specializes in salesforce automation and sales operations, overseeing tools and processes to enhance the effectiveness, efficiency, and mobility of ADP’s 6,500 sales representatives globally.

The Challenge

ADP’s inside sales team needed a fast, secure, and user-friendly electronic signature solution to shorten the time required to obtain client signatures for new service orders or amendments to existing agreements. The existing paper-based process was inefficient, involving emailing, printing, signing, scanning, saving, uploading, and emailing documents back to ADP. This led to several challenges:

Time Delays: The signature process took days, delaying client onboarding and service delivery.
Errors: Handwritten information was often illegible, requiring documents to be resent, further slowing the process.
Reduced Productivity: Sales reps spent significant time on administrative tasks, reducing time for client interactions.
Poor Client Experience: Lengthy processes frustrated clients, particularly small businesses needing rapid service activation.

Challenges

Shorten time to process sales orders.
Reduce errors in paperwork.
Improve sales productivity.
Create a superior customer experience.

The Solution: AlphaTrust e-Sign

ADP implemented AlphaTrust e-Sign, an electronic signature workflow orchestration solution, deployed on-premise to meet its security and scalability needs. Key features included:

Security: Industry-standard encryption and audit trails ensured document authenticity and compliance with regulations like E-SIGN and UETA.
Intuitive Experience: The user-friendly interface simplified the signing process for clients and reduced training time for ADP staff.
Scalability: The solution supported high transaction volumes across ADP’s global sales operations.
Ease of Integration: AlphaTrust’s robust API seamlessly integrated with ADP’s existing systems.
Customizable Workflows: ADP tailored the solution to meet the needs of different divisions and client types.

With AlphaTrust e-Sign, ADP reduced contract closure times from days to minutes, enabling sales reps to focus on selling, improving efficiency, and enhancing the client experience.

Why AlphaTrust?

ADP chose AlphaTrust e-Sign for several reasons:

Security: The solution’s robust security features satisfied ADP’s legal department, ensuring document authenticity and legal enforceability.
Proven Track Record: AlphaTrust’s success with global companies demonstrated reliability.
Intuitive Client Experience: The platform’s ease of use delighted clients, creating a “wow factor.”
Ease of Deployment: The solution was quickly implemented across departments with minimal disruption.
Industry Leadership: AlphaTrust’s expertise in electronic signatures aligned with ADP’s innovation goals.
Customer Service: AlphaTrust provided exceptional support, identifying new use cases and aiding implementation.

According to Suzette Godwin-Romer, “ADP chose AlphaTrust because of the security of the e-Sign solution, AlphaTrust’s proven track record of successful implementations at prominent global companies, and its industry leadership. The ability to prove in court the authenticity and validity of the documents and their associated signatures was also a selling point for ADP’s legal department.”

Additional Applications

Following success with the inside sales team, ADP expanded AlphaTrust e-Sign to other divisions, including Small Business Services and field sales teams as part of its Configure, Price, Quote (CPQ) initiative. In Small Business Services, sales reps use AlphaTrust e-Sign on iPads to close orders during face-to-face client meetings, eliminating the need for paper-based processes. Clients sign on-the-spot, enabling rapid order finalization and service activation, which is critical for small businesses with immediate HR and payroll needs.

Results

AlphaTrust e-Sign delivered measurable benefits to ADP:

Faster Processing: Paperwork closure time reduced from days to minutes.
Increased Productivity: Sales reps completed transactions faster, allowing more time for client engagement and higher sales volumes.
Reduced Errors: Electronic signatures eliminated illegible handwriting and rework, improving efficiency.
Superior Client Experience: Clients enjoyed a seamless, convenient signing process, enhancing satisfaction and creating a “wow factor.”
Cost Savings: Eliminating paper-based processes reduced printing, mailing, and delivery costs.
Compliance: Secure audit trails ensured adherence to E-SIGN, UETA, and other regulations.

Suzette Godwin-Romer noted:

“We’ve been very pleased at the speed in which we can get up and running across departments in each of our locations. AlphaTrust’s rich API has been able to integrate easily with our existing systems. Today’s buyers are accustomed to being able to buy quickly and easily. AlphaTrust’s e-Sign solution makes it quick and easy for our clients to do business with ADP.”

Conclusion

The partnership between ADP and AlphaTrust demonstrates the transformative impact of AlphaTrust e-Sign on document-intensive processes. By automating signatures, ADP reduced delays, errors, and costs while improving sales productivity and client satisfaction. AlphaTrust e-Sign’s security, scalability, and ease of integration made it the ideal solution for ADP’s global sales operations. As ADP continues to expand the solution across divisions, AlphaTrust remains a trusted partner in driving efficiency and innovation.

Disclaimer: This case study is for informational purposes only. Results may vary depending on organizational needs and implementation.