4 million
Pages of paper saved so far
MediaMarktSaturn: Digitalising billions of customer interactions
MMS needed a flexible, secure and scalable way to digitise key processes, without disrupting the in-store experience or existing systems.
Over 90%
Of German customers opt for e-signing over paper
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“Our motto is to stay close to the customer and offer exactly what they need. But doing so used to involve a lot of paperwork and manual processes; printing, scanning, handling documents by hand. That’s where we decided to take action and asked ourselves: How can we elevate all this as part of our digital strategy?”
Challenge
MediaMarktSaturn (MMS), Europe’s leading consumer electronics retailer, operates over 1,000 stores under the MediaMarkt and Saturn brands. With more than 50,000 employees and over 2 billion annual customer interactions, MMS faced significant challenges:
- Paper-heavy, manual processes across a diverse landscape of markets and business units
- High variation in workflows and compliance requirements between countries
- Risk of delays, missed opportunities and poor customer experience if processes remained unchanged
- Growing demand from customers and employees for digital-first, frictionless experiences
MMS needed a flexible, secure and scalable way to digitise key processes, without disrupting the in-store experience or existing systems.
Solution
For MMS, finding a provider who could simultaneously adapt to their various needs and use cases and help MMS adapt their workflows for modern needs was key. They wanted someone who could deliver an agile rollout, with strong local support and expertise, a partnership focused mindset and a wide scope of use cases. In MediaMarktSaturn’s case, these use cases range from in-store interactions like energy contracts and warehouse solutions to HR agreements and executive approvals, meaning a variety of workflows and integrations were needed.
“Scrive’s flexibility was a game-changer. Whereas other providers couldn’t support our complexity, Scrive adapted quickly, even for our edge cases and legacy systems.”
“It's not only interesting to see which customer-facing processes can be digitised with eSign, but also how back-end workflows in the warehouse – often hidden but administratively heavy – can be made significantly more efficient.”
MMS selected Scrive as its e-signature provider after an extensive market evaluation
Scrive stood out for its:
- Scalability of products and services
- API and ability to support legacy and non-standard use cases which other providers couldn’t match
- Flexible and transparent pricing model aligned with MMS’s usage needs
- European compliance expertise and support for qualified electronic signatures (QES) to meet local regulatory requirements
Working closely with Scrive, MMS adopted what they referred to as a “speedboat approach” to digitalisation, rolling out fast, agile implementations with quick ROI, rather than waiting for a large-scale IT overhaul.
Results
- More than 1 million processes digitally signed with Scrive
- Over 4 million pages of paper saved
- 90%+ e-signature adoption rate among customers
Scrive’s intuitive user experience and strong support enabled MMS to digitise more processes than initially planned, often uncovering new opportunities as teams became more engaged. Processes across the organisation got significantly faster, including drastic improvements to critical HR document processes. Employee feedback was very positive from the start due to reduced admin requirements and MMS being enabled to meet customer expectations and requirements faster than ever before.
MMS is continually expanding Scrive’s role across new markets and processes. Scrive remains a key enabler of MMS’s “Experience Electronics” vision, offering customers the best of both digital and physical retail.
“What I would recommend to others facing similar challenges: Just get started and start small. Digitalising processes and seeing initial successes within weeks rather than taking years of planning and implementation was like comparing an agile speedboat to a slow, lumbering oil tanker.”
Let’s talk
Request a meeting so you can tell us what you’re trying to solve, and we can look at how Scrive can streamline your business processes and bring value to your organisation.
