E-signature for customer relations
Customer success, customer experience, support: sign onboarding contracts, direct debit mandates, refund agreements, customer image authorisations online. A mobile-first flow, with no account or app to install on the customer side.
Customer experience broken by paperwork
One in three customers abandons their onboarding when asked to print-sign-scan a document. NPS drops, churn explodes. Certyneo offers a signature flow in under 2 minutes on mobile, with no app to install.
Print-sign-scan drives away one customer in three
Each documentary friction degrades NPS and fuels churn. Mobile signature in less than two minutes removes the obstacle at the critical moment.
Onboarding breaks off at a paper stage
A required handwritten signature breaks an otherwise fluid journey. Online signature integrated into the journey keeps the customer until finalization.
Installing an application discourages signers
Requiring app download adds an unnecessary barrier. Signing from a simple browser, without installation, maximizes completion rate.
All your customer-facing acts online
6 use cases covering acquisition, onboarding and support.
Customer onboarding contract
Subscription contract, terms and conditions of use (T&Cs), KYC form, usage charter: mobile signature in under 2 minutes.
SEPA direct debit mandate
SEPA SDD mandate (Core or B2B), recurring direct debit authorisation, automatic payment agreement. Compliant with regulation (EU) 260/2012.
Refund agreement
Customer refund settlement agreement (dispute), commercial credit note, commercial gesture, payment schedule. Mutual signature required.
Image / testimonial authorisation
Authorisation to use customer image and testimonial (case study, video testimonial), image rights assignment (art. 9 French Civil Code + GDPR).
After-sales / complaint request
Signed complaint form, warranty coverage agreement, product return (RMA - Return Merchandise Authorization).
Termination letter
Customer termination request, post-break data retention agreement (GDPR art. 17 right to be forgotten), portability agreement (art. 20 GDPR).
Why Certyneo for CX
Mobile-first flow with no app
The customer signs in under 2 minutes on their smartphone, with no app installation. 100% iOS / Android / Windows mobile compatibility. Measured completion rate: 92%.
Rising NPS and CSAT
On 50 customers migrated from paper to Certyneo, average NPS increases by +18 points, post-onboarding CSAT by +24%. Data published on /case-studies.
24 languages for international support
Your customers sign in their language (FR, EN, DE, IT, ES, NL, PT, JA, ZH, AR…). Native localisation of the signer interface, not the content (the contract stays in your chosen language).
Frequently asked questions — customer experience
- Do my customers need to install an app to sign?
- No. Certyneo works 100% in the browser (Chrome, Safari, Firefox, Edge on mobile and desktop). The customer clicks on the link in the email, signs on the web page, and receives the signed document as PDF. No installation, no account creation.
- How do I maximise signature completion rate?
- Three levers: (1) automatic email reminders at the interval you choose; (2) your brand on the emails sent to your customers; (3) a mobile-first flow, with no account or app. On Certyneo, 8 in 10 signed contracts are signed within 24 hours (measured April to September 2026).
- Can I sign a SEPA direct debit mandate online?
- Yes. The SEPA SDD mandate (Core or B2B) has been signable electronically since 2014 (EU Regulation 260/2012). Certyneo generates the mandate as a PDF with the required details — IBAN, BIC and unique mandate reference (UMR) — gets it signed and archives it with its audit trail. Certyneo sends nothing to your bank: you get the signed mandate and its details for your direct debit tool.
- How do I handle GDPR for my customers?
- Certyneo acts as a processor for the data you handle: the privacy policy, the list of sub-processors and the retention periods are published, and a data processing agreement (DPA) is available on request. At signing, the signer's acceptance is timestamped in the audit trail; video identity verification asks for explicit consent (Article 9 of the GDPR, biometric data). In their account area, each user can correct their profile details and request deletion of their account; for other requests — access, portability, erasure — write to privacy@certyneo.com.
- What is the price for a 50-person customer service?
- Pricing is per account, not per sending user: Standard at €19/month (up to 10 users, 100 envelopes), Business at €39/month (up to 25 users, 300 envelopes) and Business Pro at €99/month (unlimited users, 1,000 envelopes and 1,500 SMS per month). A 50-person customer service team therefore takes the Business Pro plan and pays the same as a team of 5. Beyond 1,000 envelopes or 1,500 SMS a month, the Enterprise offer starts at €299/month, quoted case by case.
Related solutions and functions
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