DocuSign, Inc.
Case Study
“Zuora offers a simple, seamless solution to support our rapidly growing global customer base. Now we have the subscription management platform we need to offer flexible pricing plans, new offers, and preferred programs for any size business.” – Eric Johnson, Former SVP and CIO of DocuSign
DocuSign is the pioneer and global standard for eSignature and Digital Transaction Management (DTM)
DocuSign needed a billing platform that could support 300,000+ customers (up from 100,000 in 2016) and 200+ million users on the DocuSign Global Trust Network while also scaling with their rapid 135% YOY growth in users and the 130,000 new users that join DocuSign every day.
Zuora brought home a solution that gave them all of that, plus seamless Salesforce integration. Zuora delivered a reliable and flexible enterprise subscription platform enabling DocuSign to manage and expand its product offerings for customers across financial services, insurance, healthcare, life sciences, real estate, communications, media, technology, legal, government, higher education, nonprofit, and many other sectors.
DocuSign has expanded organically and through acquisition, and Zuora has been fundamental in the seamless integration of new services and sales enablement to upsell and cross-sell new solutions into new markets. DocuSign's massive volume of new customers and expanding set of services and subscription options run smoothly through Zuora’s platform which also helps to consolidate reports with data on monthly accounts, retention, and growth in one place.
“The strategic importance of digital transformation to organizations of every size, industry and geography has accelerated adoption of DocuSign around the world.” – Eric Johnson, Former SVP and CIO of DocuSign
As the pioneer and global standard for eSignature and Digital Transaction Management (DTM), DocuSign’s cloud-based service empowers more than 300,000 companies and more than 200 million users in 188 countries to send, sign and manage agreements and collect payments quickly, easily and securely – fully digitally.
DocuSign helps organizations of every size, industry and geography achieve their digital transformations with its DTM platform and eSignature service – from individual professionals and small companies that purchase on a per-seat basis online to Fortune 100 companies that deploy DocuSign enterprise-wide. With such global customer demand, the company needed to ensure its ability to scale beyond its proprietary billing system.
DocuSign turned to Zuora to support its expanding customer base and continued industry-leading product innovation in eSignature and DTM while enhancing its reporting capabilities given the richness of available data on monthly accounts, retention, and growth.
The move to Zuora not only brought the company’s vast data into a single place, but also enhanced the company’s flexibility when it came to new pricing plans, new offers and other customer success-focused programs. DocuSign deployed Zuora to support the entire spectrum of its subscription-based services, from freemium trial services to highly structured annual billing relationships.
And thanks to Zuora’s built-in integration with Salesforce, the implementation process was seamless and quick for DocuSign who was not only deployed on Salesforce, but the ecosystem’s #1 eSignature app on the AppExchange.
DocuSign also benefits from the Zuora integration with GoCardless. Beverly Tu, Director of eCommerce Growth at DocuSign, said: “We want our global customers to have access to simple and easy payment methods when purchasing DocuSign, and offering GoCardless as a key payment option helps us achieve this. Offering bank debit as a payment option means customers are able to complete quick and easy transactions. The new GoCardless and Zuora solution is uniquely suited for the recurring nature of subscription payments as the entire billing and payment process is managed from a single platform.”
As Eric Johnson (DocuSign’s SVP and CIO, at the time) put it, “The strategic importance of digital transformation to organizations of every size, industry and geography has accelerated adoption of DocuSign around the world. Zuora offers a simple, seamless solution to support our rapidly growing global customer base. Now we have the subscription management platform we need to offer flexible pricing plans, new offers and preferred programs for any size business.”