Instacart ofrece un servicio de entrega en el mismo día de productos alimenticios altamente personalizado que satisface las necesidades individuales de cada uno de sus clientes. Actualmente proporcionan este servicio a 47 estados de EE. UU.
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En momentos determinados, Instacart contrata a más de diez mil asistentes de compras para gestionar la compra y el empaquetado de los productos alimenticios y su entrega a los clientes. Al principio, Instacart se basaba en las tradicionales firmas manuscritas para incorporar a nuevos asistentes de compras. Pero el proceso de solicitud para nuevos contratistas era muy engorroso.
“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.
Además, dado que los trámites de incorporación incluyen varios documentos y en muchos de ellos se pide información repetida, como el nombre, los solicitantes que utilizaban dispositivos móviles corrían un mayor riesgo de abandonar el proceso. Asimismo, los documentos de incorporación estaban en formato PDF, por lo que resultaba especialmente difícil gestionarlos desde un teléfono.
“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
Con HelloSign API, Instacart ha digitalizado documentos individuales que antes hacía falta imprimir y escanear. La API permite a Instacart consultar la información que el asistente de compras ha proporcionado durante el proceso de registro y utilizarla para rellenar automáticamente toda la documentación necesaria, generar un conjunto de archivos PDF personalizados y, luego, enviar los documentos completados para que el asistente de compras los firme electrónicamente. Con el rellenado automático de campos como "Nombre" y "Dirección", se eliminan pasos redundantes, así como las complicaciones que anteriormente provocaban que los solicitantes abandonaran el proceso.
HelloWorks permite a Instacart ofrecer una experiencia adaptable para los asistentes de compras que utilizan dispositivos móviles. Han eliminado la entrada de datos redundantes, ya que ahora estos se rellenan automáticamente en los lugares correctos. El proceso de incorporación es ahora un flujo de trabajo holístico en lugar de una serie de documentos independientes.
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 aumenta drásticamente la velocidad de gestión, la precisión y la tasa de finalización de los documentos (acuerdos, formularios, contratos, etc.). Los formularios inteligentes optimizados para móvil, y no los PDF, guían a los usuarios a través de los flujos de trabajo de los documentos sin mostrar preguntas no relacionadas ni pedir información repetitiva (como el nombre). Lo mejor de todo es que los datos de los formularios completados se especifican automáticamente en tus sistemas de terceros.
