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HelpHouse
Company Size:
11-50
Industry:
Zendesk
Number of Locations:
1

HelpHouse is a full-service Customer Experience consulting firm with a focus on optimizing the customer experience. Their services include development, consultancy and design, and elevation of your customer experience set up.

The Problem

 

HelpHouse is a full-service Customer Experience consulting firm with a focus on optimizing the customer experience. Their services include development, consultancy and design, and elevation of your customer experience set up. With an international customer base, HelpHouse has architecturally designed systems and compliance for a variety of customers.

 

HelpHouse went on a search to find a new software that could help them to address the challenges they were experiencing with their Sales team. When comparing tools, the team decided that they must consider a solution that includes CRM integrations while also enabling their reps to personalize and customize the documents they’ll be sending. Needless to say, PandaDoc was a strong contenter and was ultimately selected as the perfect match. 

 

The Solution

 

In addition to the Sales team, HelpHouse has found PandaDoc very useful amongst other teams within the company too. HR, Sales, and Business Operations now all use PandaDoc to create beautiful and organized office leases, employee contracts, sales documents, data protection agreements, and other compliance documents. 

 

“The features that we benefit from most include approval flows, a variety of valuable features, templating systems, dynamic text placeholder, and the smart library.” Carl Thaisen, Chief Product Officer

 

Prior to becoming a PandaDoc customer, HelpHouse’s document process was a mess. First they created a PDF which customers would have to manually sign and then find a way to scan the document and send it back. The team also used to use Google Docs but because the lack of tracking, many versions were floating around so one person was using one version while another person would use a completely different version. This caused many issues including the sender’s lack of confidence in the docs they’re sending and leadership having to fix any document errors. 

 

“The implementation of PandaDoc has granted HelpHouse the freedom to send out more documents, eliminates the amount of oversight, released time on the calendar, increased accuracy of send, and avoids the need for extensive revisions.” Carl Thaisen, Chief Product Officer

 

The Results

 

While different from traditional sales approaches, HelpHouse requires verbal approval from a customer prior to sending the customer a quote. Before PandaDoc, quotes were sent prior to approval so there was no way to see if a prospect or customer was shopping around the deal. Now, with PandaDoc, HelpHouse can focus on building a meaningful relationship with the customers because they are able to see when and how someone is interacting with their quotes. This provides a much more transparent sales process.

 

“Our biggest accomplishment while using PandaDoc is using less time to produce more.” Carl Thaisen, Chief Product Officer

 

Like many small businesses, HelpHouse is focused on customer courtship! As they establish these meaningful connections, it assists in building a rapport of trust with their customers and employees alike.

 

“Using PandaDoc in HR ensures that the right people are involved at the right moment. The PandaDoc document templates have given the power back to the HR Team and eliminated the need for management oversight in most aspects of the recruiting process.” Carl Thaisen, Chief Product Officer

 

“Our biggest accomplishment while using PandaDoc is using less time to produce more.” Carl Thaisen, Chief Product Officer

Like many small businesses, HelpHouse is focused on customer courtship! As they establish these meaningful connections, it assists in building a rapport of trust with their customers and employees alike.

“Using PandaDoc in HR ensures that the right people are involved at the right moment. The PandaDoc document templates have given the power back to the HR Team and eliminated the need for management oversight in most aspects of the recruiting process.” Carl Thaisen, Chief Product Officer

When La Familia was founded in 2010, the company relied strictly on paper processes for their insurance agents and HR team. Due to the industry’s strict compliance requirements documents would have to be signed, scanned, stored, and shredded on a regular basis. This process was lengthy, and used valuable manpower that could have otherwise been spent on the customer or employee experience. When the company grew from 50 employees to over 200, CIO Aly M. knew there had to be a better way. 

The Solution

La Familia’s first e-signature solution was not PandaDoc, but another major company in the category. This solution fulfilled their needs when it came to e-signature requirements but had several major problems. The first was a lack of visibility into each insurance location’s document activities. Aly would have to sign in to each location’s account to get a pulse of what was going on, which wasn’t practical. 

“There was no way of being able to keep track of [each location’s activities] – did they capture this, what are they doing with their account, how many signatures they are sending” – Aly M. 

The second problem was the high cost. As a rapidly expanding company, La Familia needed a solution with a pricing structure that wouldn’t hinder their growth. That’s when Aly decided to switch to PandaDoc. 

The Results

PandaDoc’s reporting and Quarterly Business Reviews have allowed Aly to quickly identify which locations generate the most agreements, what percentage are completed, and see feedback about PandaDoc from his users. All this information has been critical in identifying potential process and training issues, which was previously unavailable. 

“I didn’t even realize I was missing out on data points that have been very helpful.” – Aly M.

La Familia’s HR team has also been able to improve their remote onboarding program for employees. With the use of PandaDoc’s API, new employees are prompted to complete HR documentation the first time they log in to their employee portal. The API is further used to send out company-wide changes in HR policies to all employees when needed. When employees complete documents, they are stored in a secure HR Workspace that only Aly and the HR team have access to. Compared to their original paper process, La Familia’s HR team no longer has to spend countless hours maintaining their employee documentation.   

“It’s getting filed electronically. It’s a much more usable format. It’s searchable, it’s secure.” – Aly M. 

Since switching to PandaDoc, La Familia has been able to continue their growth and further simplify their document processes across the whole business.