Instacart erbjuder starkt personanpassade dagliga livsmedelsleveranser som tillgodoser de individuella behoven hos varje kund. De tillhandahåller för närvarande sina tjänster till 47 delstater i USA.
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snabbare ifyllnad av ansökningar
Timmar som sparas in varje vecka vid onboarding av shoppare
Vid varje given tidpunkt kontrakterar Instacart över tiotusen ”Personal Shoppers” som hanterar shopping, förpackning och leverans av livsmedel till Instacarts kunder. Inledningsvis förlitade sig Instacart på traditionella fysiska signaturer för att introducera nya shoppare. Men ansökningsprocessen för ny personal var besvärlig.
“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.
Eftersom flera dokument ingår i onboardingprocessen (och många dokument behöver samma information som till exempel ”namn”) var sökande som använde mobila enheter dessutom mer benägna att falla bort. Onboardingdokumenten var också i PDF-format vilket gjorde det särskilt svårt att navigera i dem från en telefon.
“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
Med HelloSign API har Instacart digitaliserat enskilda dokument som tidigare krävde utskrift och skanning. API:t ger Instacart möjlighet att ta shopparinformationen som tillhandahålls under registreringsprocessen och använda den för att automatiskt fylla i alla nödvändiga papper, generera en uppsättning personliga PDF-filer och sedan skicka ut de färdiga dokumenten så att shopparen kan signera elektroniskt. Med fält som ”namn” och ”adress” ifyllda automatiskt elimineras extraarbete och annan friktion som tidigare fick den sökande att hoppa av.
HelloWorks ger Instacart möjlighet att leverera en adaptiv upplevelse för shoppare som använder mobila enheter. De har eliminerat överflödig datainmatning eftersom alla data nu automatiskt leds till rätt ställen. Onboardingprocessen är nu ett heltäckande arbetsflöde snarare än en serie oberoende dokument.
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 ökar avsevärt hastigheten, precisionen och ifyllnadsgraden för dokument (avtal, formulär, kontrakt, etc.). Intelligenta mobilanpassade formulär, och inte PDF-filer, vägleder användare genom dokumentarbetsflöden utan orelaterade frågor eller behov att ange samma information (som ”namn”) gång på gång. Det bästa av allt är att data från ifyllda formulär läggs in automatiskt i tredjepartssystem.
