How Signable turned its institutional knowledge into gold with Slack and AI

At the core of any high-performing business is an AI-powered platform that runs so well, you don’t even realise it’s there. It connects people to the information they need to do their work and integrates other apps to ensure everything is in one place. It continually empowers problem-solving through real-time data and AI, and it unites both internal teams and customers in a single space. What is the common thread that runs through it all? Flawless collaboration and alignment.

Let’s dive into how the eSignature software provider Signable has harnessed this approach to take its business to new heights.

Embracing digital transformation and saying goodbye to pen-to-paper

In an increasingly digital world, Signable’s eSignature technology is essential. At a time when overall business growth in the UK sits at just 0.8%, Signable has expanded to serve more than 8,000 customers. It has done so by making it simple to send, sign and sort documents – features that are bolstered by enhanced security features such as SSL encryption, two-factor authentication and a full audit trail.

However, Signable is more than a product. It is proud of its rewarding and inclusive culture and is recognised as being one of the UK’s best workplaces by the Great Place to Work organisation, in particular for women, wellbeing and development.

Delivering efficiency and collaboration in both its platform and culture means empowering and supporting employees so that they can solve problems at speed. This requires rapid coordination among teams and connecting the dots between departments. For the business, Slack plays a central role in Signable’s operations.

It’s no secret that AI models have an increasingly big part to play in understanding customer behaviour and decision-making. With just 47 Signable UK-based employees serving 8,000 businesses around the world, it’s crucial that the product is built on a reliable tech stack that can run projects on a mass scale as efficiently as possible. This is why, in a world full of digital solutions, it uses Slack as its primary platform for communication and collaboration. It is Signable’s command centre for work.

Fuelling digital transformation with unstructured data

Oversight, trust and accuracy have always been imperative to what Signable achieves. To secure those priorities, a 360-degree view of customer activity is vital. For years now, workplaces have been laying the groundwork needed to put this in place without knowing it. By embracing digital transformation and using messaging tools, every business has been gathering huge pools of rich contextual data that holds vital insights. And while this data is vast, it’s also largely disorganised. In today’s world, that’s changing.

Thanks to AI, organisations – like Signable – can move mountains of unstructured data. Years of institutional company knowledge and internal conversations around shared work can be used to teach machine learning models, personalise algorithms for targeted marketing campaigns, inform learning and development, and solve problems that were previously hidden. In other words, AI is driving the next evolution of digital transformation.

Slack uses AI in this way to help organisations tap into and gain insights from their unique institutional knowledge. At Signable, by seizing vast quantities of unstructured data in the form of customer conversations and feedback, it has been able to not only make sense of it but innovate with it. The ‘All at Once Signing’ feature is a prime example of this.

This feature was conceived and developed with the support of Slack, using these insights and data gathered through the platform. The company identified its purpose by analysing its net promoter score (NPS), which is automatically fed from its customer relationship platform into two Slack channels – places for conversations to take place. Fun fact: it called these channels #Yay and #Boo (you can probably guess which was for positive feedback and which was for negative).

That feedback revealed a clear demand for a feature to send a document to multiple people to sign simultaneously, giving users more control over how they share documents. This removes the need to stall signing processes where a sequential order isn’t necessary. And so, it built ‘All at Once Signing’, meaning a better experience for customers and a product it knew was meeting real demands.

Using AI to accelerate digital processes for Signable’s people and customers

Alongside empowering its team to build new products, Slack is also accelerating Signable’s day-to-day collaboration. Using Slack has cut down on meetings, as people can easily share posts,  video or audio clips, in channels which people can catch up on when it suits them. If a live discussion is needed, people can hop on a huddle – real-time audio or video conversations that can be started in a single click, without the need to wrangle diaries or create invites. The team estimates these features save them at least a meeting’s worth of time every single week – adding up to a vast number of employee hours across the workforce each year.

Perhaps most importantly, all information – which previously would have been unstructured data – is clearly logged in Slack. That means Slack’s AI can rapidly search it, surface relevant insights and enable people to act on the answers they need immediately. What’s more, by integrating with other key platforms, such as Datadog, ClickUp and GitHub, Signable can bring insights from across the tech stack into a single place.

That means the team at Signable is never waiting on a question, spending hours hunting for a lost message or document, creating unnecessary meetings or swapping between tools to locate crucial information. As a result, customers get answers faster than ever before.

AI-powered work for businesses of every size

The team at Signable is going to keep leveraging Slack in new ways. Most recently, it has launched a native integration into the tool that notifies a user in the Slack channel of their choice as soon as someone signs their document – allowing them to immediately take the next step.

For a business such as Signable, Slack has been transformative. It enables the company to achieve more, respond faster, communicate more effectively and deliver new products that meet its customers’ needs. As it continues to grow, and Slack keeps building new AI features, Signable couldn’t be more excited about what’s on the horizon.

For more information on Signable’s Slack integration, visit here.