Hoovi is an Estonian financial technology company dedicated to providing customised financial solutions to small and medium-sized businesses. Its comprehensive suite of services includes loans, factoring, credit lines, and more.

”The improved onboarding process not only enhanced the overall customer experience but also increased customer loyalty. Clients enjoy the hassle-free experience and are more likely to return to us for their financial needs.”

Karl Märka, CEO at Hoovi

Challenge

As a financial institution, Hoovi faced a significant obstacle in its day-to-day operations. The company’s core activities revolved around frequent contract signings, initially managed by exchanging signed documents with customers via email. While this method got the job done, it demanded a substantial amount of time and manual effort. Employees had to manually sign and download files, send them to clients, and verify the returned documents.

This process grew progressively more challenging as Hoovi’s customer base expanded. With increasing volumes, it became evident that collecting signatures via email was one of the most time-consuming steps in the customer onboarding process.

Solution

Recognising the need for a more efficient approach to contract signings, Hoovi began searching for an alternative solution. The goal was to find a dependable partner capable of supporting Estonia’s e-signing and identification methods (Smart-ID, Mobile-ID, ID card).

After careful consideration and drawing from their positive prior experiences with Dokobit, the decision became clear. Rather than spending excessive time on price inquiries from different service providers, they promptly chose a solution they were confident would align with the company’s needs.

Hoovi has now seamlessly integrated Dokobit solutions into the vital step of signing contracts with customers who have received a positive credit decision. At Hoovi, there’s no need for customers to undergo a separate identification step when submitting an application. Instead, the contract signing process begins directly with identification. This process is repeated daily, as Hoovi signs agreements for loans, factoring, refinancing, and credit lines with numerous customers every day.

Result

Dokobit’s solutions have contributed to making the customer journey smoother by reducing email exchanges and freeing up valuable time for customers to concentrate on their businesses instead of manual tasks.

The improved onboarding process not only enhanced the overall customer experience but also increased customer loyalty. Clients enjoy the hassle-free experience and are more likely to return to Hoovi for their financial needs. Moreover, Dokobit’s efficient e-signing solution lightened the workload of Hoovi’s account managers, giving them more time for personalised client support and guidance.

In summary, Hoovi’s partnership with Dokobit has modernised its contract signing process, streamlined operations, and elevated the customer experience, resulting in higher efficiency and customer satisfaction.