7-Eleven is one of the world’s largest convenience store chains with a global footprint spanning 17 countries. Its local Philippines division of around 3,000 stores faced enormous challenges when the coronavirus outbreak began.

The pandemic forced the company to look at internal processes differently and find ways to simplify workflows. With more than 1,000 employees in thousands of retail locations and 17 massive warehouses, the number of manual processes executed daily was immense. 

After March 2020, people were forced to work from home and jump quickly from paper-based to digital processes. To keep things moving, the company’s IT team had to find new solutions and platforms — and implement them quickly.

Simplifying processes in a complex organization

"Before last year, I had begun building a plan to simplify the company's processes, then Corona hit,” said Kiteng Aquino, Manager of Infrastructure and Security at 7-Eleven Philippines. “With so many employees suddenly working from home, we needed tools that were easy to use and adopt.” 

"We use digital signing for lots of internal processes, from in-store promos that have to be approved by upper management to sales contracts and HR. DocuSign had been implemented previously, but I wasn’t content with how they handled their customers. In such a complex organization, which is not one-size-fits-all, we value a personal approach. 

To streamline, simplify, and better accommodate individual preferences, Kiteng and his team chose SignRequest’s enterprise solution for company-wide e-signing.  Because of the high volume of documents, organizational complexity, and the need for rapid deployment, SignRequest’s web-based application was a perfect choice. Users can access it anywhere from any device.

Rapid deployment. Simple setup.

Once the decision was made, the next step was to roll out SignRequest to the Philippine division’s 1,000+ employees. Because SignRequest is so easy to use, Kiteng could design a 'train the trainers' process that cascaded knowledge quickly from one central team out to individual users.

"I called a meeting with a group of representatives across our divisions, with one owner from each team responsible for e-signing,” says Kiteng. “After our meeting, they had to pass their new knowledge on to their teams.

“I was impressed by how easily we could onboard 1000+ employees, not by teaching each one personally, but by demoing the application to certain people, letting them teach others, who would pass the knowledge on down the line. 

"Because Signrequest is so easy to use, it took me 30 minutes to explain the solution. The process flow is simple, and the tool is straightforward.

"The only thing that took some time was managing internal procedures, such as approving a new supplier and setting up payment processes."

What benefits has SignRequest delivered so far?

"Before moving to SignRequest, we had a big problem with hardcopy documents being lost. You can imagine what that would look like and how it affected the time needed to get a document signed. Keeping documents in one cloud repository has been a considerable benefit.

Kiteng says SignRequest is cost-effective, but the time saved by making signature processes digital is where 7-Eleven found the most value.

"Getting documents signed took from one to two weeks because of hardcopy issues. Now it is one to two days — or even one to two hours."

"What I also find important is the transparency in terms & conditions, something the previous solution lacked."

How would Kiteng rate the experience? 

"I would give SignRequest an eight out of ten — because there is always room for improvement! But overall, we're delighted with SignRequest."

“SignRequest has proven to be a customer-centric, flexible solution with great customer support."

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