Newsec – digitalising tenant services with Scrive eSign Forms

Newsec, the leading full-service property house in Northern Europe, has been a Scrive customer since 2021. Initially using Scrive eSign Online, they took the next step in their digitalisation journey in summer 2024 when their Customer Support team began exploring ways to replace manual tenant forms with digital solutions.

Previously, tenants had to complete PDF forms, print them, sign by hand, and either scan and email them or send by post. This process was time-consuming, prone to errors, and excluded non-Swedish speakers, as all forms and instructions were only available in Swedish.

Working with Scrive, Newsec introduced eSign Forms for four key processes: lease termination, subletting, apartment swaps, and contract transfers– now available both in Swedish and English. Today, tenants can access the forms directly on Newsec’s website: hyresgaster.newsec.se/forms

The challenge

Newsec faced several challenges with their old process:

• No digital option: Forms had to be printed, signed, and returned physically or scanned.
• Lack of identity verification: No secure way to confirm who was submitting a form.
• Incomplete or incorrect forms: Manual errors led to repeated follow-ups and extra admin work.
• Exclusion of non-Swedish speakers: Forms were only available in Swedish, creating confusion and additional support needs.

These issues caused unnecessary workload for colleagues and frustration for tenants.

The solution

By implementing Scrive eSign Forms, Newsec transformed the tenant experience and streamlined internal workflows. All forms are now available online in a digital-first process, with mandatory fields and required attachments ensuring that every submission is complete from the start. Tenants sign securely using BankID, which provides reliable identity verification.

Through an integration built by Scrive’s partner Releye, all signed forms are also automatically imported into Newsec’s Salesforce module. The integration populates metadata and stores the PDFs directly in the customer record, removing the need for manual data entry and reducing the risk of errors.

Today, more than 90 percent of forms are submitted electronically, with exceptions only for special cases such as situations involving foreign tenants, or individuals without BankID.

The results

The switch to Scrive eSign Forms has delivered immediate benefits:

• Time savings: An estimated 15 minutes saved per form by eliminating manual processing by Customer Service – equivalent to hundreds of hours saved annually.
• Improved tenant experience: Tenants can submit forms anytime, from anywhere, and instantly receive confirmation. No more delays from scanning or postal services.
• Higher data quality: Mandatory fields ensure complete, legible information every time.
• Operational efficiency: Customer Support no longer handles incomplete forms, freeing time for higher-value tasks.
• Brand impact: The smoother, digital-first process enhances Newsec’s reputation as a modern and sustainable property manager.

Currently, over 2,000 signed forms are processed annually via eSign Forms, with significant potential for expanding digitalisation to additional processes.