The high-net-worth clientele of FineMark National Bank & Trust requires documents to be signed quickly and often. With professional athletes and entertainers among the company’s extensive list of clients, the ability for documents to be signed virtually, from anywhere in the world, is an absolute necessity.
To implement electronic signing capabilities and streamline the agreement process, FineMark leveraged DocuSign eSignature and DocuSign CLM, solutions available on the AppExchange. This decision proved vital once COVID-19 required the organization to make a rapid shift toward virtual technology.
We had the opportunity to chat with Associate Vice President and Salesforce Admin Kim Wargo about how Salesforce was once again an integral part of the technology suite within FineMark, and how that allowed for the company to quickly adapt and pivot in response to COVID-19 – saving thousands of jobs in the community in the process.
Can you tell us about FineMark and your customers?
Kim Wargo: FineMark National Bank & Trust offers an array of banking, trust, and investment services. We’ve only been in business13 years, so we’re a young organization, but we manage almost $7 billion in cash and assets. We work with high net-worth individuals and families and our focus is always on the client relationship.
Tell us about your journey with Salesforce. How did you get into the admin space and join FineMark?
Kim Wargo: I’ve been on the Salesforce platform since 2001. The company that I was formerly with was a pharmaceutical packaging manufacturer, and they were one of the first 1,000 Salesforce clients, which is amazing to think about! I was also one of the first Data.com beta users way back in the early 2000s, so I’ve had this amazing journey from the start until today with Salesforce. It started as testing the environment as a user then moved into a super-user role and now a seasoned Admin.
Four and a half years ago, I came onboard with FineMark, who hadn’t had a dedicated Salesforce admin. You would think it would be a big leap in process and learning, changing from manufacturing to financial services, but it’s really not. If you understand the Salesforce platform, it’s simply a business process shift.
Why did you and the team at FineMark initially decide to leverage DocuSign within your Salesforce platform?
Kim Wargo: Many of our high-profile clients, like sports figures, are traveling all over the world, and we need to get documents signed quickly, as they can be time-sensitive. After researching potential electronic signature solutions, I was heavily leaning towards DocuSign. It’s a brand that’s so well-known worldwide, and that means less anxiety for our clients. The second driving factor was integration. DocuSign had such a seamless fit inside Salesforce.
So you went with DocuSign. How has the usage grown, and how does DocuSign fit into your operations and strategy?
Kim Wargo: Everybody in the organization now uses DocuSign eSignature and we have almost 100% adoption. We use it on the lending side as well as banking and our wealth management team. About a year ago, we moved over to DocuSign CLM (contract lifecycle management) as our doc generation solution. Now, over 50% of our organization uses DocuSign CLM. That’s how I like to operate: keeping everything as tight as I can within the platform, easy for me to build, easy for me to get stood up, and easy for me to get pushed out to my associates.
How did this decision simplify the electronic signing process for FineMark’s customers?
Kim Wargo: It was a three-part process for us to simplify things for our clients:
Part one: We inserted a native DocuSign button in each object, which brings the user to the DocuSign portal. We can attach the document, select our signers, and send it out directly to clients that way. This simplified things for clients immensely.
Part two: We utilize a DocuSign CLM process that generates the documents and sends them to the appropriate party. This simplified things for FineMark and helped us quickly get documents out to clients.
Part three: We have quite a few workflow configurations with buttons inside these objects to send specific documents out, so we utilized a traditional DocuSign CLM workflow button.
How did COVID-19 impact FineMark’s day-to-day business operations?
Kim Wargo: When we realized the magnitude of COVID-19 we immediately set up over 50% of our staff to work remotely across all locations while limiting client access to our offices. In a matter of days, we helped our associates pick up and work from home on a laptop while still providing the same service level today that we provided yesterday to our clients. To remain secure, FineMark associates logged in to Salesforce from home using a secure VPN. With Salesforce and DocuSign, we could continue business as usual.
What about the client-side? What challenges did you face?
Kim Wargo: One of the biggest challenges that we identified right away was our clients’ demographic. Our business is so focused on person to person relationships, that technology hadn’t played a large role in our business up to that point. Our clients were not entirely familiar with some of the technology being used to conduct business virtually. While we were leveraging Webex meetings and stressing the importance of electronic signing, clients sometimes needed additional help to understand what they saw, what to click, and what to do next. Now it’s become second nature and part of our day to day business to further enhance the client experience.
Something tells me that this hiccup did not slow FineMark or you down, though
Kim Wargo: You know me. I want to tell a story to put into perspective how essential DocuSign and Salesforce have become for us. At the beginning of April, we were not an SBA lender. When COVID-19 hit, and the Paycheck Protection Program lending started, we got our approval and started doing SBA loans. This resulted in a flurry of activity. We had to get up and running with that process within hours, not days or weeks.
We processed close to 500 loans in six weeks, using Sageworks, Salesforce and DocuSign. When all was said and done, we were able to help small businesses save 8,800 jobs over a three-month period. So, in addition to a seamless experience for our clients, we remained dedicated to serving the community.
With high profile clientele comes increased urgency. In order to meet the demands of getting documents signed from around the world, even during a pandemic, Kim Wargo and FineMark found the perfect solution in DocuSign and Salesforce.