AdjaraPay cuts service time by 50% with Signify Pads

A signature pad is a tablet-like device that digitizes documents at the front desk. It easily integrates with the internal system, collecting signatures electronically and simplifying the process.

Even if you haven’t used a signature pad before, it’s easy to guess the advantages over paper: faster service, shorter queues, and savings on paper and printer costs. But what really makes a difference are the processes you no longer need to deal with when generating documents at the front desk using Signify’s signature pad.

Lasha Arjevnishvili, Head of AdjaraPay’s Operational Department, shares insights on the implementation of this innovation and the results they've achieved.

About the Company

AdjaraPay is one of Georgia's leading payment providers, registered by the National Bank in 2013. The company currently operates 14 service centers across the country, with its main product being the "Incognito Card." The Incognito Card is a non-bank payment solution connected to the user’s electronic wallet and offers features such as:

• Withdrawing money from ATMs located in over 2,000 partner banks and AdjaraPay service centers across Georgia;
• Making card payments at retail and service locations;
• Depositing money into an AdjaraPay account and accessing various services.

To use services at AdjaraPay service centers, you’ll need to sign the following documents:

• Application and KYC – For opening an account and issuing a card.
• Withdrawal and Deposit Orders – For withdrawing or depositing money into an account.

Thanks to Signify signature pads, these documents are now generated electronically. It's noteworthy that the pads were introduced in AdjaraPay service centers in August 2024, and despite the short time since their launch, the positive user experience was evident from the very first days.

In this case study you will find detailed overview of the results we achieved across various areas after introducing the Signify pads.

All documents created, sent, completed, or pending on Signify are stored indefinitely in the appropriate digital folder. Instead of waiting months or days for documents from a physical archive, the company can locate them within minutes in the cloud.

The archive system is simple each employee has a personal archive folder, which is accessible only to them, as well as branch and regional managers.

To find a document, all you need is one detail or keyword associated with it, or you can simply apply a filter to quickly locate it.

Accelerated Service

Before introducing Signify pads, the biggest challenge in service delivery was managing documents. Employees had to manually verify details like whether the document was properly signed and if the signature was legible. There were even instances where users entered plain text or invalid marks (like a line, "X," or other symbols) instead of a proper signature. These hidden errors not only complicated the process but also added to the overall service time.

With Signify, the operator’s job has become much easier, they can generate pre-templated documents from the operating system and collect signatures using the pad. The best part is that signature validation is built into the pad. If the signature is too simple or invalid, the pad won’t accept it and prompts the user to sign more clearly. Once signed, the document is automatically updated in the operating system and simultaneously stored in the Signify cloud archive.

The document templates for each service are designed to ensure that no information is missed, if any required detail is left out, the system won’t allow the process to be completed. This significantly reduces the risk of errors and saves employees time that would otherwise be spent on manual checks, allowing the work to be done with less stress.

A routine that's now history

The branch manager's daily routine used to involve collecting documents from employees, scheduling, and accounting at the end of the day. This included tasks that, thanks to the pads, are no longer necessary today:

• The branch manager no longer has to go through each document individually or check whether it has been properly completed and signed
• The branch manager no longer has to create accounting sheets in Word or prepare boxes for archiving

Now, the branch manager simply checks the electronic archive to verify that the correct number and type of documents are attached to each service in the system.

Strengthened brand

In addition to saving resources, speeding up processes, and increasing satisfaction among employees and customers, Lasha also highlighted the benefits the pads bring from a brand perspective.

One of AdjaraPay’s core brand values is environmental care. This commitment is reflected in various company initiatives, including waste sorting efforts. The shift to electronic documents has given the company and its employees new motivation to contribute further to environmental sustainability, reinforcing the brand’s values by reducing paper use and protecting forest resources.