Churchill Support Services Case Study
A case study from Churchill Support Services, the UK's leading security and facilities management company.
About
Background
Prior to the COVID pandemic, Churchill Support Services relied on paper-based methods to process their documents. The pandemic became a catalyst for the business and the industry as a whole, to transition away from paper and embrace the efficiency of digital solutions.
Churchill implemented a solution from an e-signature provider but they were faced with concerns. They found that the provider was not as responsive as the business needed, with frequent downtime that put pressure on both the business and client side.
The Challenge
When using their previous e-signature provider, Churchill found that the system was not as agile and adaptive as it needed to be to quickly turn around documents in line with the nature of the business.
For example, when they needed to security officers to be vetted, screened and onboarded to get them on-site to the relevant locations as soon as possible, downtime in the e-signature system caused significant delays and problems in completing these document transactions efficiently.
Equally, when using paper documents, Churchill found that processing their documents was very time-consuming for the team and wasn’t the most efficient way to manage documents in a fast-paced industry like security.
Key Issues Addressed
- The need for a digital solution to reduce administrative burden
- Ensure that the solution facilitates the quick turnaround of providing security staff for clients
- Minimal downtime, as this can have significant impacts on Churchill’s operations
- Responsiveness due to the nature of the fast-paced security industry
- An environmentally friendly solution to assist with Churchill’s net-zero goals
- Flexibility and the ability to scale the solutions as required
The Solution
E-Sign’s Digital Transformation team worked with stakeholders at Churchill Support Services to create a business value map, highlighting the issues that needed to be addressed and solved with a digital solution.
As team members had used an e-signature platform before, the onboarding process was straightforward and required minimal training. The team found E-Sign’s platform to be responsive and intuitive from implementation, with E-Sign supporting a seamless transition from their previous provider.
They found that E-Sign could easily accommodate their specific processes and contracts, with the wide range of features proving invaluable, particularly the reminder notifications. Due to the short turnaround nature of the business, their processes need to be reactive and instantaneous with documents signed as quickly and efficiently as possible.
The Results
Since using E-Sign, Churchill has found significant improvements in efficiency and time being spent on document transactions. Additionally, implementing E-Sign and going paperless has allowed them to reduce their carbon footprint and work towards their sustainability goals.
They now save an average of 3kg of CO2 a month and have saved 55kg since transitioning from paper documents. As their business looks to expand into other markets in the future, E-Sign’s adaptive and flexible platform supports this growth and ensures their document workflows can continue operating effectively with increased capacity.
Customer Testimonial
“E-Sign’s convenience was what really sold it to my team and me. Security is such a fast-paced sector, and to be able to provide our clients and customers with that instant and reactive service was imperative – our industry is so often last-minute, and we needed an e-signature service that could match with those demands. E-Sign does that and far, far more.”
“I think, for me, the biggest benefit of using E-Sign is that environmental impact. Just at a quick glance, I can see we save an average of 3kg of CO2 per month and have saved a massive 55kg since we transitioned from our previous approach. It’s huge, and even after the nearly 1,700 signatures we’ve gotten, I’ve not got a single complaint!”
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