Business and Rural Solutions Cut Client Document Turnaround from Weeks to Minutes

With 98% of work delivered through a frontline team, Business and Rural Solutions could not sustain inefficient processes. Their previous form solution created delays, poor user experiences, and ongoing admin work for staff. 

Forms did not display properly across devices, a major issue for rural clients often responding from mobile while working in the field. Documents were also poorly formatted, links had no expiry controls, and staff were forced to manually chase incomplete forms and survey responses by phone and email.

As a result, clients regularly disengaged during the process, with some documents taking weeks to be returned.

The system also created data quality issues. Staff were not required to verify pre-populated client information before sending forms, allowing incorrect information to enter Salesforce when client details were not corrected.

Business and Rural Solutions needed a secure, Salesforce-connected way to manage client forms, signatures, and surveys without adding more manual work.

Business and Rural Solutions implemented Titan Enterprise Suite to replace its previous form solution and standardize how client forms and signatures were managed across all five programs.

At the start of each client relationship, staff send a Titan-built engagement letter outlining program requirements, eligibility criteria, and client commitments. Clients review and sign electronically, with updated information written directly into Salesforce. Titan then automatically generates a signed PDF and sends copies to both the client and the relevant team member.

Forms are tailored to each program, while built-in verification steps require staff to confirm client information before forms can be sent, helping keep Salesforce data accurate.

Business and Rural Solutions also replaced its previous survey process with Titan, making it easier for clients to complete and return surveys across mobile and desktop devices.

Client Forms Returned in Minutes
Documents and surveys that previously took weeks to return now regularly come back within minutes of being sent.

More Time for Client Support
Staff no longer spend hours chasing incomplete forms and overdue survey responses, allowing more time to be directed toward frontline client work.

Better Client Engagement
Mobile-compatible forms make it easier for farmers and rural business owners to review, sign, and submit documents while working in the field.

Improved Data Accuracy
Staff must verify client information before forms are sent, reducing incorrect data from entering Salesforce and improving the reliability of program records.

1 Administrator Supporting 55 Staff
Titan’s flexibility allows a single administrator to manage forms and Salesforce processes for a team of 55 staff across five programs.

Built to Support Growth
New programs, forms, and processes can now be launched without additional development resources, giving the organization room to grow without increasing admin workload.