99% Digitization of Contract Processes with Electronic Signatures and Salesforce Integration

KravMaga Japan Co., Ltd.

Interviewee

Mr. Noriyuki Otsuka, CEO

To streamline operations and reduce paperwork, Krav Maga Japan integrated its customer relationship management system, Salesforce, with the electronic signature solution SignTime. This integration enabled the company to digitize nearly all membership-related processes—such as new applications, withdrawals, and suspensions. As a result, they significantly improved speed, accuracy, and overall efficiency while enhancing the customer experience.

Industry: Service

Number of Employees: Medium

Pain Points: Cost Consumption、Time Consumption、Wants to centrally manage all documents

・Membership processes such as enrollment, cancellation, and account freezes were handled manually using paper documents.
・Remote locations (Osaka and Nagoya) required postal correspondence, introducing delays and increasing staff workload.
・While customer data was managed in Salesforce, forms and contracts were separate. Manual data entry created duplicated work, risk of transcription errors, and security concerns related to physical document storage.

・Contract turnaround time dropped from over one week to same-day or next-day completion.
・Paper-based tasks like printing, mailing, and filing were eliminated.
・Human errors—such as incomplete or incorrectly filled forms—were reduced from 4–5 incidents per month to zero.
・Operational efficiency improved so significantly that staffing for membership processing was cut by 50%.

What challenges did you face before implementing SignTime?

All membership processes—such as joining, withdrawing, or suspending—were handled using paper documents.
In Tokyo, members completed forms in person. In Osaka and Nagoya, we relied on postal mail, which created delays and manual work.
Even though we used Salesforce to manage customer data, it wasn’t linked to the forms. Every time a form was submitted, staff had to re-enter the data manually. This was inefficient, error-prone, and introduced security concerns with physical storage.

How long did the process take before?

For postal applications, it could take more than a week to receive and process documents.
Now, with the integration of Salesforce and SignTime, the entire process can be completed the same day or by the next.

What made you choose SignTime?

The biggest deciding factor was that Salesforce integration was built in—and included as a standard feature at a competitive price.
We evaluated multiple electronic signature services, but SignTime’s cost-performance and compatibility stood out.
We also appreciated the ability to customize the interface with our logo and email sender address, which helped members feel more comfortable.

Was the implementation smooth?

Yes. We completed full implementation in about one month.
We started with suspension and withdrawal requests, then expanded to new membership applications.
This staged rollout helped minimize disruption and ensure a smooth operational transition.

What does your current workflow look like?

All applications are now handled via a web form.
We introduced tablets in each studio so customers no longer need to fill out paper. The application data is automatically registered into Salesforce, and SignTime sends a completed copy to the customer.
We also display a QR code in each studio that links directly to the application form. While a few members with older phones still use paper, 99% of applications are now fully digital.

What impact has the system had?

The combination of SignTime and Salesforce has significantly improved operational speed and accuracy.
We eliminated printing, mailing, and physical document storage.
Errors like missed fields or input mistakes—previously happening 4–5 times a month—have dropped to zero.
We also reduced staffing: what used to require two people now takes one, cutting associated costs by 50%.

How have customers responded?

Feedback has been very positive. Members appreciate that they no longer need to visit the studio or fill out paper forms.
Going digital has also improved our brand image—we’re seen as a more modern and reliable organization.
Some were initially concerned that digital forms might make cancellation too easy, but we haven’t seen any negative effects.

Which features of SignTime are you actively using?

We use:

Document sending
Template functionality
SMS delivery
Branding (logo, email sender address)

We’re also considering expanding our use to include internal approval workflows and automatic reminders.

What else would you like to see from SignTime?

We’ve already achieved most of our digitization goals, but moving forward, we’d like to use SignTime not just for customer contracts, but also for:

HR-related documents
Freelancer agreements
Contracts with part-time instructors

This would allow us to further improve efficiency and reduce paper use across the company.