Instacart offre un servizio altamente personalizzato di consegna di generi alimentari in giornata, in grado di soddisfare le esigenze individuali di tutti i clienti. Attualmente fornisce questo servizio a 47 stati degli Stati Uniti.
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Aumento della velocità di completamento delle candidature
Ore risparmiate ogni settimana per l'onboarding degli shopper
In qualsiasi momento, Instacart fa affidamento su oltre diecimila "Personal Shopper" per gestire l'acquisto, l'imballaggio e la consegna di generi alimentari ai clienti di Instacart. Inizialmente, Instacart si affidava alle firme cartacee tradizionali per l'onboarding dei nuovi Shopper, ma la procedura di candidatura dei nuovi appaltatori era macchinosa.
“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.
Inoltre, dato che la procedura di onboarding comprende vari documenti (e molti documenti richiedono informazioni ripetitive, come il "nome"), i candidati che utilizzavano dispositivi mobili erano soggetti a un rischio di abbandono maggiore. Inoltre, i documenti di onboarding erano in formato PDF, il che rendeva particolarmente difficile la navigazione in un telefono.
“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
Grazie a HelloSign API Instacart ha digitalizzato i singoli documenti che in precedenza richiedevano la stampa e la scansione. L'API consente a Instacart di prendere le informazioni fornite dallo Shopper durante la procedura di registrazione e di utilizzarle per compilare automaticamente tutti i documenti necessari, creare una serie di PDF personalizzati e quindi inviare i documenti finiti per la firma elettronica dello Shopper. La compilazione automatica dei campi come "nome" e "indirizzo" elimina i passaggi ridondanti, così come l'attrito che in precedenza causava l'abbandono dei candidati.
HelloWorks consente a Instacart di offrire un'esperienza adattiva agli Shopper che utilizzano dispositivi mobili. Ha eliminato l'immissione di dati ridondanti, poiché ora i dati vengono inseriti automaticamente nei punti giusti. Ora la procedura di onboarding è un flusso di lavoro olistico e non più una serie di documenti indipendenti.
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 notevolmente la velocità, l'accuratezza e il tasso di completamento dei documenti (accordi, moduli, contratti, ecc.). Moduli intelligenti ottimizzati per i dispositivi mobili, non in formato PDF, guidano gli utenti nei flussi di lavoro dei documenti senza visualizzare domande non correlate o chiedere informazioni ripetitive (come il "Nome"). Ma soprattutto, i dati dei moduli completati vengono inseriti automaticamente nei sistemi di terze parti.
