New York Life Insurance modernized its 180-year-old business by using Docusign to eliminate "wet ink" signature processes. This integration replaced high-friction legacy tools with a seamless, automated workflow that allows agents to manage beneficiary changes and policy amendments from a single hub. As a result, millions of agreements are now completed in just a few hours, providing total transparency through real-time audit trails. Read New York Life's full Docusign story here: https://www.docusign.com/customer-stories/new-york-life-streamlines-service-workflows-for-agents-and-millions-of *The Challenge: Moving Beyond "Wet Ink" and Clunky Tech* As the largest mutual life insurance company in the U.S., New York Life needed to evolve its standard business process from physical paper to an electronic path. An initial attempt at digitization failed due to clunky authentication roadblocks and a confusing initiation process for agents. The company required a solution that felt natural within existing workflows to prevent administrative bottlenecks and maintain customer trust. *The Solution: A Unified Integration with Salesforce* New York Life rebuilt its digital experience by embedding Docusign eSignature into Salesforce, creating a central location for all policy-related documents. - Self-service PowerForms: Agents now use a library of browser-based forms that adapt on the fly and enforce business rules. - Data pre-filling: The system automatically pulls client data into forms, helping agents move faster in their busy lives. - End-to-end automation: Docusign handles the routing, tracking, and record updates in Salesforce automatically. - Live reporting: Out-of-the-box dashboards replaced manual tracking, allowing teams to spot bottlenecks instantly. *Key Results & Business Impact* - Millions of agreements completed: Most documents are signed in less than a day, with millions finished in just a few hours. - Eliminated friction: The "simple, straightforward" transition resolved previous authentication and navigation issues for agents and clients. - Full accountability: A complete audit trail provides transparency that was previously missing from the manual process. - Scalable infrastructure: The partnership has created a "limitless" environment where agents can access all in-force service forms from one secure location. *Video Chapters* 0:00: Anything is possible with Docusign 0:24: The transition from "wet ink" to electronic signature 0:33: Why previous e-signature solutions failed 0:57: Creating a seamless path for agents 1:23: Enhancing workflows with Salesforce 1:42: Moving from manual tacking to instant visibility

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