As a DocuSign SI partner, I’ve spent considerable time reflecting on what defines an exceptional System Integrator (SI) Partner for DocuSign eSignature. With this article, I’d like to share my thoughts on key considerations, informed by the DocuSign Partner Program and our practical experience, to help guide customers in identifying outstanding SI Partners for eSignature.

DocuSign SI Partner Definition

According to the DocuSign Partner Program:

2.2 Systems Integrators:
From DocuSign’s perspective, a Systems Integrator (SI) is a Partner that provides DocuSign advisory and implementation services to customers, often integrating with new or existing systems such as CRM, HCM, or ERP.

This definition underscores the role of SI Partners as trusted advisors and integrators who help customers embed DocuSign into their business processes. However, the level of integration complexity can vary significantly:

1. Levels of Integration Complexity for eSignature

Basic Integration: Pre-configured Systems

This involves integrating DocuSign with tools like Salesforce or HubSpot. These integrations typically require minimal technical effort, as most configurations are well-documented and straightforward. Such tasks often fall under daily administrative work and don’t require a developer's expertise.

Intermediate Integration: Workflow Automation Tools

Tools like Microsoft Power Automate wrap DocuSign APIs into pre-built workflows, making integration easier than direct REST API development. While these solutions still require knowledge of workflows and connectors, they’re less complex than custom API/SDK integrations.

Advanced Integration: API/SDK Development

The highest level of complexity involves using DocuSign’s REST APIs and SDKs to create deeply customized integrations that align perfectly with a customer’s business workflows. This allows DocuSign functionalities to be seamlessly embedded into enterprise systems, offering maximum flexibility and meeting advanced business needs.

2. Expertise in eSignature API/SDK Integration

To excel at eSignature API/SDK integration, an SI Partner must possess technical knowledge that spans several areas. The Certified DocuSign eSignature Technical Consultant certification is an excellent benchmark for evaluating this expertise. It covers:

• API Authentication (13%)
• Discovery and Design (7%)
• DocuSign Connect (11%)
• eSignature API (22%)
• Envelope Object Model (16%)
• Product Feature Knowledge (13%)
• Technical Knowledge (10%)
• Go-Live Process (8%)

This certification ensures consultants are equipped with the technical depth and breadth needed for API/SDK integrations. From my own experience, I’ve found this certification highly relevant to real-world integration scenarios.

3. My Experience with the eSignature Technical Certification

When the Certified DocuSign eSignature Technical Consultant certification was introduced in February 2023, I attempted the exam without preparation, relying solely on my project experience. Despite my extensive background, I narrowly missed passing on my first attempt, which underscored the rigor of the exam.

After systematically studying the exam framework, I passed on my third attempt. The Certification Program Manager later informed me that I was the first partner to achieve this milestone. Today, nearly two years later, only 17 individuals hold this certification, with 15 being current or former DocuSign employees. This exclusivity highlights the high standards required to achieve it.

4. Team Dynamics: Do All eSignature Consultants Need Technical Consultant Certification?

In practice, not every team member needs to hold the eSignature Technical Consultant certification. A single certified eSignature technical consultant can lead a team, ensuring quality and efficiency while guiding other consultants. With one Technical Consultant, a team can complete numerous eSignature API/SDK integration projects annually.

5. Measuring an eSignature SI Partner’s True Performance

Key Metrics for Success

1. Go-Live Integration Keys:
   The number of Integration Keys that go live is a strong indicator of an SI Partner’s impact. For instance, if an integration enables a customer to send 300 envelopes per Integration Key annually, it demonstrates real business integration value.

2. Envelope Volume Growth for eSignature:
   One of our customer initially purchased 500 envelopes annually. After integrating DocuSign into their system, they sent over 200 envelopes in a single month, prompting them to increase their plan to 2,000 envelopes. One of DocuSign’s largest customers in the APAC region started with a modest usage of just one to two thousand envelopes annually. Over the years, their usage has scaled to hundreds of thousands, achieving nearly 100x growth. This remarkable expansion showcases the transformative power of API/SDK integration. They continue to rely on us for consulting on various business scenarios and addressing challenges encountered post-integration, further emphasizing the critical role of seamless system integration in driving such exponential growth.

3. Support Cases per 1,000 Envelopes for eSignature:
   While we manage a high absolute number of support cases due to the volume and diversity of customer scenarios. For example, a Support Manager once noted:

   "The partner has been having issues needing to reach out to support 44 times over the month of July and 122 times overall this quarter, with multiple cases each month. They have been opening cases with Dev/API, Microsoft/eSign/Account Service/Salesforce, etc., not just one product."

   Despite these figures, our high volume of support cases is proportional to the large number of envelopes processed and the wide range of business scenarios we cover. Many of these cases involve complex or undocumented issues, demonstrating our role in addressing advanced customer’s needs. But we think the ratio of cases per 1,000 envelopes is relatively low. Additionally, we go beyond the standard expectations of an SI Partner by handling not just Tier 1 issues but also Tier 2 and Tier 3 cases independently. This minimizes the need for DocuSign support intervention and ensures timely resolutions for our customers.

4. Feature Requests and Bug Reports for eSignature:
   With sufficient integration projects and diverse business scenarios, it’s natural to encounter numerous feature enhancement requests and bug fixes. Submitting these requests and reporting issues reflect an SI Partner’s active involvement in addressing real-world customer needs. By resolving edge cases and suggesting improvements, we not only tackle immediate challenges but also contribute to DocuSign’s product development, enhancing the platform for all users. This proactive approach underscores our commitment to continuous improvement and collaboration within the DocuSign ecosystem.

6. Community and Knowledge Sharing

An outstanding eSignature SI Partner not only delivers value to customers but also contributes to the broader DocuSign ecosystem:

• DocuSign Blog: A valuable resource for learning about new features and best practices. Adding a commenting feature could make it even more interactive.
• DocuSign Community: This platform hosts thousands of discussions where partners can expand their knowledge, share insights, and actively contribute. Being an active participant in the community fosters mutual growth.

7. The Philosophy of Giving Back

An exceptional eSignature SI Partner goes beyond individual success, striving to support others in the ecosystem. By prioritizing customer success, contributing to the community, and collaborating closely with DocuSign, partners help build a robust and sustainable ecosystem.

We believe in the principle of reciprocity—“what goes around, comes around.” This philosophy drives us to actively contribute to the DocuSign community and continuously improve our services.

Conclusion

An outstanding DocuSign SI Partner embodies the following qualities:

1. Technical Expertise: Demonstrated through certifications like Certified DocuSign eSignature Technical Consultant and the ability to handle complex integrations.
2. Customer Impact: Proven by measurable success stories, such as significant envelope volume growth and seamless API/SDK integrations.
3. Proactive Collaboration: Engaging with DocuSign support and contributing to product development through feature requests and bug reports.
4. Community Engagement: Actively participating in the DocuSign Community to share knowledge and best practices.
5. Philosophy of Service: A commitment to benefiting customers, the DocuSign ecosystem, and the broader community.

Our dedication to these principles has earned us recognition as the DocuSign 2024 APAC Reseller Growth Partner of the Year. We hope these insights can support the DocuSign Partner Program’s efforts to help customers identify outstanding SI Partners.

Best regards,

FreeLink/甫连信息

DocuSign Partner | Partner Profile

DocuSign 2024 APAC Reseller Growth Partner of the Year

The only DocuSign Partner globally certified as both a Certified eSignature Administrator and eSignature Technical Consultant.

DocuSign Community Leaderboard Top 5 contributor.

Expertise in DocuSign integrations with on-premises systems for leading enterprises across various industries.