Twilio Case Studies Revolutionizing Notarization: A Case Study on Notarize's Digital Transformation

	Revolutionizing Notarization: A Case Study on Notarize's Digital Transformation Twilio

Revolutionizing Notarization: A Case Study on Notarize's Digital Transformation

Twilio

Technology Category	Platform as a Service (PaaS) - Application Development Platforms Sensors - Camera / Video Systems
Applicable Industries	Consumer Goods Equipment & Machinery
Applicable Functions	Quality Assurance
Use Cases	Machine to Machine Payments Time Sensitive Networking
Services	Testing & Certification
Challenge	Notarize, a mid-sized company based in North America, was founded with the aim of transforming the traditional, manual, and often inconvenient process of notarization. The company's founder, Pat Kinsel, initially envisioned a consumer-facing remote online notary application. However, he soon realized that notarization was often part of a larger business process or organizational workflow. This realization led to a pivot towards helping organizations digitize their notarization experiences. The challenge was not just to create a digital notary service but to change laws and regulations state-by-state to allow businesses to certify documents online. Notarize also had to understand the individual processes and compliance needs of each industry, as well as the myriad laws and regulations that govern notaries in each state. Read More
About Customer	Notarize's customers range from individuals to organizations and businesses that require notarization as part of their processes or workflows. These include organizations that need to submit notarized documents to various bodies such as the FAA and the Coast Guard. Notarize's customers have grown by 600% since March 2020, and the company boasts a customer retention rate of 99.9%. The company's customers value the convenience, speed, and self-service that Notarize's platform provides, as well as the security benefits of digital notarization, including the ability to audit using video recordings and compositions. Read More
Solution	To overcome these challenges, Notarize worked directly with legislators, regulators, and industry coalitions to change laws and regulations, successfully changing more than 29 state laws and regulations. In addition to pushing for legislative and regulatory change, Notarize focused on improving the overall online notary experience. They developed tools for notaries, consumers, and businesses to administer transactions. Notarize partnered with Twilio to provide reliable service to their individual audiences seamlessly. They used Twilio's video, voice, SMS, recording and session management, archiving, and other products to deliver a consistent end-to-end notary experience. Notarize also built a sophisticated system of alerts to meet compliance obligations and deliver on enterprise SLAs. Read More Log in to view content
Contents

Technology Category

Platform as a Service (PaaS) - Application Development Platforms

Sensors - Camera / Video Systems

Applicable Industries

Consumer Goods

Equipment & Machinery

Applicable Functions

Quality Assurance

Use Cases

Machine to Machine Payments

Time Sensitive Networking

Services

Testing & Certification

Challenge

Notarize, a mid-sized company based in North America, was founded with the aim of transforming the traditional, manual, and often inconvenient process of notarization. The company's founder, Pat Kinsel, initially envisioned a consumer-facing remote online notary application. However, he soon realized that notarization was often part of a larger business process or organizational workflow. This realization led to a pivot towards helping organizations digitize their notarization experiences. The challenge was not just to create a digital notary service but to change laws and regulations state-by-state to allow businesses to certify documents online. Notarize also had to understand the individual processes and compliance needs of each industry, as well as the myriad laws and regulations that govern notaries in each state.

About Customer

Notarize's customers range from individuals to organizations and businesses that require notarization as part of their processes or workflows. These include organizations that need to submit notarized documents to various bodies such as the FAA and the Coast Guard. Notarize's customers have grown by 600% since March 2020, and the company boasts a customer retention rate of 99.9%. The company's customers value the convenience, speed, and self-service that Notarize's platform provides, as well as the security benefits of digital notarization, including the ability to audit using video recordings and compositions.

Solution

To overcome these challenges, Notarize worked directly with legislators, regulators, and industry coalitions to change laws and regulations, successfully changing more than 29 state laws and regulations. In addition to pushing for legislative and regulatory change, Notarize focused on improving the overall online notary experience. They developed tools for notaries, consumers, and businesses to administer transactions. Notarize partnered with Twilio to provide reliable service to their individual audiences seamlessly. They used Twilio's video, voice, SMS, recording and session management, archiving, and other products to deliver a consistent end-to-end notary experience. Notarize also built a sophisticated system of alerts to meet compliance obligations and deliver on enterprise SLAs.

Impact #1	Notarize's partnership with Twilio has resulted in a seamless, reliable, and secure notarization experience for its customers. The company has been able to turn a process that would traditionally take 21 days into one that takes about 3 minutes, available 24/7. The platform's flexibility allows customers to complete transactions even if they haven't downloaded the app or have poor computer cameras, using various communication avenues such as SMS voice to transition to mobile and vice versa. The pandemic has accelerated the realization of the convenience and security benefits of digital notarization, and Notarize sees potential for growth beyond notarization into broader secure business transactions. The company's success is credited to the benefits of an in-person interaction in a high trust online transaction, and a reliable and consistent infrastructure provided by Twilio.

Impact #1

Notarize's partnership with Twilio has resulted in a seamless, reliable, and secure notarization experience for its customers. The company has been able to turn a process that would traditionally take 21 days into one that takes about 3 minutes, available 24/7. The platform's flexibility allows customers to complete transactions even if they haven't downloaded the app or have poor computer cameras, using various communication avenues such as SMS voice to transition to mobile and vice versa. The pandemic has accelerated the realization of the convenience and security benefits of digital notarization, and Notarize sees potential for growth beyond notarization into broader secure business transactions. The company's success is credited to the benefits of an in-person interaction in a high trust online transaction, and a reliable and consistent infrastructure provided by Twilio.

Benefit #1	600% customer growth since March 2020
Benefit #2	99.9% customer retention rate
Benefit #3	90% session success rate

Benefit #1

600% customer growth since March 2020

Benefit #2

99.9% customer retention rate

Benefit #3

90% session success rate

Download PDF Version

Overview

Revolutionizing Notarization: A Case Study on Notarize's Digital Transformation

Operational Impact

Quantitative Benefit