Remote is a global digital platform founded in 2019 that simplifies the process of managing a remote workforce for businesses in over 160 countries.
Remote was experiencing inefficiency in its contracting processes that it needed to fix: as a result of increased demand for its services, Remote’s customer onboarding process was taking up to 3 days, impacting its scalability.
In a world where click-through terms are the norm, Remote sought out TLB’s bolt-on support to optimise its customer agreement and process to bring onboarding time back down to minutes rather than days.
Step 1: Discovery
We kicked off with a detailed discovery session into Remote’s customer contracting process. We found that the existing process, from customer engagement to sign-up, was made up of 50 different steps. The customer contract itself was also made up of three separate contracts, all structured differently, and managed by different internal teams. TLB saw a golden opportunity to rebalance Remote's approach to contractual risk and create a far simpler, more appealing, customer experience for high conversion, better retention, and increased customer satisfaction.
Step 2: Template Redesign
We redrafted and consolidated all three agreements into one simple, easy-to-understand and navigate click-through agreement, eliminating negotiation on their terms altogether and a significant reduction in customer pre-contract queries, freeing up Remote’s Legal team for strategic matters.
Step 3: Process Redesign
We also worked with Remote’s Product team to deliver a new wireframe for Remote's platform with a revised user journey for the terms and conditions sign-up, to be implemented by Product. This new wireframe not only accelerated the sign-up journey but also gave customers the power to self-serve when it came to making simple amendments to their account, something that the team previously did manually.
Remote saw increased conversion rates and reduced internal workload through redesigning their onboarding process, empowering customers to self-serve, and simplifying their terms and conditions.
Overall, Remote saw a 30% decrease in bounce rates, a 20% faster deal cycle, and a sizable increase in customer satisfaction. TLB's legal design approach has helped Remote transform their legal and onboarding processes to improve their customer experience and achieve significant business outcomes.