Month: April 2018

Intelledox Joins the Symitar Vendor Integration Program

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VIP enables Intelledox to connect with Symitar’s Episys platform, enabling credit unions to transform digital account opening and service processes

DALLAS – April 30, 2018 Intelledox, a global software provider focused on transforming forms-driven business processes, today announced that it has joined the Symitar® Vendor Integration Program (VIP).

Participation in the program will provide Intelledox with access to Symitar’s technical resources to enable its Infiniti platform to integrate with Episys. The Vendor Integration Program is designed to help ensure that Symitar’s customers can easily deploy third-party products.

Intelledox Infiniti now integrates with Episys via SymXchange™, a services-based programming interface that enables third-party vendors and credit unions to access the platform’s core data and business rules. The integrity of data is maintained throughout any data exchange, because access to business rules and data is managed through a service layer, which governs these interactions. (Read more on our blog.)

The Intelledox Infiniti platform enables banks, credit unions and other enterprises to rapidly deliver a 100% digital customer experience across acquisition, onboarding and service processes. Paper or static web forms can be replaced by adaptive interviews – delivered via web or mobile device – using the data in Episys.

Then based on new and existing data, Intelledox can dynamically create personalized documents or other communications on demand in real time. When connecting Intelledox with e-signature solutions, credit unions can deliver a seamless digital interaction from end to end. This not only saves both the credit union and its members time and money, but improves data integrity and reduces the likelihood of abandoned processes, which can affect revenue.

“Consumers are busy and want to manage their finances when and where they choose,” said Rodney Frye, president of Intelledox North America. “Automating the forms process is a perfect example of enhancing the customer value proposition in the digital age. By applying a digital solution, credit unions are able to meet the needs of their members and solidify their acquisition and retention strategies.”

This includes offering innovative services such as “skip-a-pay,” where members can apply online to postpone a payment on a loan. “Enabling members to apply for skip payment using a one-step digital process goes a long way toward delivering the seamless integrated experience that members value,” Frye said.

Intelledox Infiniti requires no coding, which makes it ideal for credit unions and regional financial institutions that lack major IT infrastructure or technical support. “By becoming part of Symitar’s Vendor Integration Program, Intelledox Infiniti can provide more credit unions with a strong foundation for delivering an exceptional customer experience now and in the future,” Frye added.

Symitar’s VIP takes the customer out of the middle, providing vendors with direct access to Symitar’s technical resources and test systems. VIP inclusion is not an endorsement of the vendor’s product.

To see a demonstration of the Intelledox-Symitar integration, join our webinar on May 10: Symitar & Forms Transformation. Learn more and register.

Media Contact US: Karen Oakland (888) 576 6428 ext. 700

Media Contact AU: Monique Dorigo – 0423 567 138

About Symitar

Symitar®, a division of Jack Henry & Associates, Inc. (NASDAQ:JKHY), is a provider of integrated computer systems for credit unions of all sizes. Symitar has been selected as the primary technology partner by more than 800 credit unions, serving as a single source for integrated, enterprise-wide automation and as a single point of contact and support. Additional information about Symitar is available at www.symitar.com.

About Jack Henry & Associates, Inc.

Jack Henry & Associates, Inc.® (NASDAQ: JKHY) is a leading provider of technology solutions and payment processing services primarily for the financial services industry. Its solutions serve approximately 9,000 customers nationwide, and are marketed and supported through three primary brands. Jack Henry Banking® supports banks ranging from community banks to multi-billion dollar institutions with information processing solutions. Symitar® is a leading provider of information processing solutions for credit unions of all sizes. ProfitStars® provides highly specialized products and services that enable financial institutions of every asset size and charter, and diverse corporate entities to mitigate and control risks, optimize revenue and growth opportunities, and contain costs. Additional information is available at www.jackhenry.com.

Your “Smart Forms” Are Inefficient & Full of Errors: Getting Connected (Part 4)

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For many large organizations, forms are a critical part of your business. But even if you’ve transitioned your forms online, chances are you are still operating from what we would call the “PDF paradigm.” So, let’s talk about why your “smart form” may not be that smart after all. If you have heard us say this before, that’s because this is Part 4 of a 5-part series. (You may read Part 1 here, Part 2 here, and Part 3 here).

In part 4, we focus on “form errors and disconnects.” When your systems are disconnected, poor data integrity is inevitable. Whether the cause is illegible handwriting on a paper form or typos on a web form, inaccurate data creates many risks. In some industries, these data problems present real compliance issues.

Form disconnects also cost you money. When your people need to rekey information into core systems, you take on huge operational inefficiencies and open the door to more errors. And optical character recognition (OCR) solutions just don’t deliver the reliable accuracy you need.

Thankfully, next-generation forms serve to minimize errors and connect your front-end data collection with your core back-office systems, whether that’s CRM, ERP, content archiving or industry-specific system. All this adds up to reduced costs and minimized risks.

How Inefficient Are Manual Forms?

According to McKinsey, a study of one bank uncovered more than 70% of its new account applications were paper-based. Almost three out of four! And of those, 30% to 40% contained errors and required rework.

MunichRe estimated that it cost as much as $300 per application to resolve issues with errors and incomplete forms in life insurance. The costs arose from both underwriting and administrative issues.

Just imagine how manual forms mess up your operations:

  • Applications can become bogged down in the data verification step for hours or days
  • Processing can be tedious without integration to core systems
  • Lack of IT integration leads to more manual data entry when multiple systems are involved in the workflow

Those problems just focus on the cost side of the equation. On the revenue side, customers hate it when you get their data wrong. It says you neither know or care about them. Nothing can erode customer loyalty faster than that.

How to Improve Data Collection and Connections

When you connect your next-gen digital forms with core systems of record, you realize serious value creation. You also avoid errors by cutting out manual processes and poor customer interactions. That’s because next-gen forms are not really traditional “smart forms” at all. They are adaptive interviews you have with customers that inform the data you collect which you can then share back with them during any transaction.

Consider all the areas where you can merge information you already have and which you collect during adaptive customer interviews. They include data going into and out of your:

  • CRM system (e.g. Salesforce)
  • Enterprise content management system (e.g. SharePoint, IBM/FileNet or Documentum)
  • Business process management solutions (e.g. IBM or Pega)
  • Line-of-business back-office solutions (e.g. Duck Creek, Guidewire, Symitar, etc.)
  • Digital signature solutions (e.g. DocuSign, eSign Live)
  • Finance, HR, or other admin systems (e.g. SAP)

As you look at next-gen forms, you quickly see how they become a system of engagement that improves customer experiences and extend your IT investments.

Low-Code Supports Business Users & Reduces IT Demand

For most organizations, your IT team is in high demand and short supply. But customers and market demand require a more agile, flexible approach to building new processes. With the Intelledox approach, after IT sets up these connectors to core systems such as those above, business users are empowered to build any new data-collection process quickly through easy-to-use, drag-and-drop capabilities. They just drop in the data fields they want. This is the essence of low-code platforms like Intelledox Infiniti.

4 More Ways Your Forms Are Killing Customer Engagement

This post on engagement and delivering a better personal experience discusses 1 of 5 key areas of forms transformation found in this new eBook we created based on our in-depth experience in helping businesses just like yours. The other areas addressed by the eBook include lessons to make your forms digital and mobile, minimize friction, eliminate disconnects and errors, and speed forms toward real-time process completion. Download your copy now!

Learn more about Intelledox Infiniti Next-Generation Forms capabilities here.

From paper trails to digital experiences – how automated forms drive best practice in safety

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It’s very rewarding working with organisations that can attribute not only process efficiencies and costs savings to a new digital transformation solution, but also improved safety.  It’s even better when I can see the project happen quickly and easily.

Any business that has been established for several years will at some stage be faced with the challenge of upgrading legacy systems and processes.

At Wannon Water, their reliance on paper-based forms and manual workflow overtime became at odds their emphasis on safety, compliance and efficiency. It provided a clear opportunity for improving how they collect data – particularly out in the field, where employees needed to complete a Job Safety Analysis (JSA) prior to starting any manual activity, such as digging roads or fixing pipes.

Depending on the job, each of the 300 or so JSAs completed each month could incorporate multiple forms, each extending to several pages long. As one might imagine, this convoluted process combined with the cumbersome nature of paper-based data capture, led to several issues. Forms were submitted in an incomplete state,  at times forms were left in vehicles and never made it to records management; and there were often discrepancies with version control.

“Capturing data with Intelledox next-generation forms delivers business benefits that extend far past efficiencies”, says Wannon Water GIS & Digital Workplace Manager Chris Crossland.

An automated digital solution

Wannon Water sought a digital solution that made data collection easier, improved data analytics and upheld their commitment to safety and compliance. The partnership between Intelledox, and Intelledox partner FYB (who conducted business analysis and established the digital processes) allowed them to do just that. In a period of 6 months, they automated forms end-to-end, from data capture to workflow to delivery.

Post implementation, we asked them how digitising their forms impacted their business. And the benefits were many.

First was the efficiency benefits. Their people find automated forms faster and easier to complete, and they can now do this using their tablet or smartphone. Completion is now automated, so an algorithm prompts them to fill out required sections depending on their relevant scenarios, so employees no longer need to dig out additional forms. The digitisation effort has also reduced the JSA process from eleven possible paper forms to just one digital form, and changes made throughout a job are live and up to date – improving their overall reporting and compliance.

Second, smart workflows direct the forms immediately to the right people and removed manual scanning requirements and the risk of lost forms. Wannon were able to save 1.5 FTE’s by eliminating manual form collection and redeploy them to new, higher value tasks.

But more than that, automated forms have provided valuable opportunities for Wannon Water to leverage data analytics more effectively. For example, when previously completing paper based forms, employees could use several alternative words to describe a fall – perhaps trip, stumble or slip. Introducing standard words through a drop-down list or a ‘pick-list’ has made it easier for data to be analysed and applied to improve operational effectiveness.

Perhaps an unintended benefit was that Wannon Water were able to identify employees who fill out forms really well and use them to help set company-wide quality standards. They’ve also been able to identify common safety hazards and areas for improvement, which has informed the frequency and style of their internal training programs.

What’s next?

While the JSA was the original catalyst for change, Wannon Water have since expanded their automated forms to include several others, including expense claims, corporate ordering and vehicle checklists. This truly has been a fantastic example of digital transformation best practice – starting with one or two problem areas and implementing a solution that can later be scaled to other parts of the business with the lessons learnt from the first project.

I’ve had the privilege over the past 10 years to work with organisations globally on their transformation projects, large and small – and while change is hard, and transformation is never easy or straightforward, the combination of expected and unexpected benefits at the end have always made the journey worth it.

Introducing Intelledox’s automated forms has supported a positive cultural shift and provided Wannon with immediate access to the data for the first time. This has not only delivered tangible benefits, but allowed Wannon to re-define ‘best practice’ in safety, compliance and efficiency.

Wannon Water partners with Intelledox and Technology Provider, FYB to reap the benefits of improving safety and drive significant efficiency across the entire organisation

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  • Introduced next-generation forms to redefine safety and communication processes and removes the need for paper-based forms
  • Direct quantifiable benefits include improved efficiency, safety and compliance
  • New data analytics enables further business optimisation

Victorian service provider Wannon Water has partnered with Intelledox and FYB, technology and systems provider to implement next-generation forms and set new standards for best practice across the industry.

The upgraded digital process replaces a cumbersome paper-based approach to improve efficiency, safety and compliance by:

 

  • Making it faster and easier for employees to complete forms via their smartphone or tablet.
  • Eliminating the need for off-site employees to carry reams of paper, as well as the associated risks of misplaced or forgotten forms.
  • Incorporating a smart algorithm that automatically re-directs users to the relevant sections of the form to deliver a streamlined customer experience.
  • Introducing an automated workflow, thus ensuring forms are captured directed into their records management system. Online completion removes the need to scan and email documents, and manually manage the process. This has led to redeploying people to other higher value programs within the business.
  • Using a standardised pick-list, which makes it easier to capture activities performed and analyse the data post-submission. The simple layout, clear instructions and standardised wording have also helped to improve the quality of information entered.

Completion of a Job Safety Analysis (JSA), required before any high risk on-site work event, was the catalyst for organisational change. Following a successful pilot, the digital process has been extended to incorporate all forms across the business.

“Safety and compliance are huge priorities at Wannon Water, and we identified an opportunity to streamline our processes in a way that also delivers on these commitments,” says Wannon Water GIS & Digital Workplace Manager, Chris Crossland.

“All employees who carry out works such as fixing pipes or digging holes need to complete a JSA to record safety hazards and mitigate risks; the cost of this being carried out incorrectly could have serious consequences. Our previous paper-based approach was lengthy and arduous, and could see each worker needing to complete multiple forms depending on the nature of the job.”

“Since introducing e-forms, we’ve seen a marked increase in the number of forms submitted as well as improvements around the quality of information provided. The digital process allows us to access ‘live’ information when required, and this is particularly important if we need to assess risks as they happen. A smart algorithm has enabled 11 paper forms to effectively become one online – and when you consider we record around 300 JSA a month, this is a significant improvement.”

Data analytics has also presented opportunities for Wannon Water to improve safety and quality training.

“Capturing data digitally has enabled us to understand where we need to focus our attention in terms of safety. We can track the most common hazards, and adapt the frequency and content of our training programs to suit. “

“We’ve also been able to highlight forms that have been completed to ‘best practice’ standard and use these to set new benchmarks across the business. All in all, employees have a better understanding of the importance of a JSA and how they need to complete one. This has helped to enhance our safety culture across the business and that is an incredibly important outcome for us.”

Business analysts FYB supported the planning and implementation at Wannon Water over a six-month period, and designed the processes prior to their digitisation by Intelledox.

“Wannon Water exemplifies industry best practice by leveraging data analytics to continually improve operations,” says Intelledox CEO Ray Kiley. “Introducing next-generation forms to JSA  has delivered value beyond efficiencies by enabling Wannon Water to better uphold safety and compliance in the workplace and set a new benchmark for the industry.”

For further details, contact Intelledox Head of Global Marketing, Monique Dorigo – 0423 567 138

About Intelledox

The Intelledox platform is used by many of the world’s leading companies and government organisations to transform outdated forms and processes into intelligent, customer-centric experiences.  Through its easy-to-use and solution-ready platform organizations can implement adaptive digital journeys, from acquisition to on-boarding to service. With North American Headquarters located in Dallas Texas, Intelledox has offices in New York, Singapore, Sydney and Global Headquarters in Canberra Australia. More than 200 global customers and millions of users trust the Intelledox Infiniti platform.

About Wannon Water

Wannon Water is Australia’s second largest regional urban water corporation. It provides water and sewerage services to residential, commercial and industrial customers across the state. As part of a wider focus on organizational efficiency, Wannon Water sought to improve the way it collected and leveraged internal data by overhauling its paper-based forms and the associated manual workflow process. This also provided an opportunity for Wannon Water to redefine organisational best practice in terms of safety, compliance and efficiency.

About FYB

Delivering the best Information Governance, Systems and Solutions to our customers. At FYB our customer promise is to provide secure, easy to use, leading edge technological solutions, to enable organisations to harness the power of their information so they can provide excellent services to the community.

We’ve stayed true to our core beliefs—to deliver the best information governance, systems and solutions to our customers. We owe a huge thanks to our customers for joining us on this awesome journey, and we hope that they will continue to be part of our story.

Why Your “Smart Forms” Have Friction & What to Do About It (Part 3)

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For many large organizations, forms are a critical part of your business. But even if you’ve transitioned your forms online, chances are you are still operating from what we would call the “PDF paradigm.” So, let’s talk about why your “smart form” may not be that smart after all. If you have heard us say this before, that’s because this is Part 3 of a 5-part series. (You may read Part 1 here and Part 2 here).

In part 3, we focus on “form friction.” The more difficult it is for a customer to complete a form – or really any business process that requires them to give you information – the more likely they are to abandon it. The results of this are never good. Maybe the customer will phone your help center, raising your support costs. Even worse, they may stop a revenue-generating process, like opening an account, turning form friction into lost revenue.

Fortunately, there are definite steps you can take to minimize the friction surrounding your forms. When you take them, you can watch your NIGO (not in good order) or form abandonment rates go down fast.

Know the Causes of Your Form Friction

Do you believe a form is “all set” when it asks all the core process questions to your online visitors? If that were true, companies in the financial services industry wouldn’t be experiencing 60% to 70% rates in form abandonment. But they are.

In any industry, the forms that drive processes like new account opening and enrollment need to be frictionless. Otherwise, the consequences to revenue are quite severe. How do you know if your forms have surprisingly high friction? Ask yourself these questions:

  • Do we require customers to print and sign a document to advance the process?
  • Are there any bottlenecks we’re creating to put transactions at risk?
  • Are we making customers input data they have given us before?
  • Have we simplified processes that involve more than one person (e.g. a spouse is required to sign, an agent must add data)?
  • Do we analyze our forms’ performance?
  • Can customers come back and complete a form later?

As you can see, friction is not always obvious or intuitive.

How to Minimize Form Friction

Personalizing the experience and providing digital/mobile access are important to reducing friction (see Part 1 on “Forms Personalization” and Part 2 on “Mobile Experiences.”) With an adaptive journey approach, you can ask fewer questions and focus on only what’s needed to advance a customer along a process. You can even let them stop the process and return later to finish it.

Consider these additional ideas on removing friction:

Integrate e-signature solutions: including DocuSign-type e-signatures directly into your next-gen forms process can deliver ROI in terms of time and cost savings.

Combine multiple forms into a single interview: using an adaptive interview, you can set up a different web-based experience for every person involved in a single interaction, with automated workflows to speed up the process.

Apply analytics to form abandonment: With the right analytics, you can identify the questions that halt digital engagement as well as which forms do it the most. You can also test your hypotheses easily and optimize to improve completion rates.

Next-gen forms serve to simplify and digitize any engagement process. The adaptive interviews that enable them are the digital conversations to help you achieve that. They turn forms into guided journeys that are contextually aware and based on each individual customer’s personal preferences and context.

4 More Ways Your Forms Are Killing Customer Engagement

This post on engagement and delivering a better personal experience discusses 1 of 5 key areas of forms transformation found in this new eBook we created based on our in-depth experience in helping businesses just like yours. The other areas addressed by the eBook include lessons to make your forms digital and mobile, minimize friction, eliminate disconnects and errors, and speed forms toward real-time process completion. Download your copy now!

And, learn more about Intelledox Infiniti Next-Generation Forms capabilities.