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NEAL KEENE, EVP CORPORATE STRATEGY |
May 21, 2018
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 5 of a 5-part series. (You may read Parts 1-4 here).
In part 5, we focus on the speed of your forms processing. Online and mobile customers want to interact with you in real time, and that means they demand instant responses to the information they share with you. They are unwilling to wait for your back-office staff to manually process form data and respond later. When this happens, you can lose customers.
That’s why next-gen forms should drive the delivery of personalized communications or documents on demand, giving your customers the real-time information they need to complete their goal and move forward with their day. The end results are higher customer win rates and greater customer lifetime value.
According to a Salesforce survey, 64% of consumers expect companies to respond to them and interact in real time. Yet, many organizations still take forever to manually process forms data. Bogged down by hundreds or thousands of people processing customer requests, back-office operations make customers wait. And this is a business killer.
How do you know if your forms are delivering interactions that are unacceptably slow? Ask yourself the following questions:
If you answered “No” to any of these, then it’s likely you need to transform your digital forms environment and engage customers faster.
Next-gen forms can trigger automated workflows, including the generation of personalized documents as well as text messages and other digital communications. Their ability to leverage on-demand Customer Communications Management to generate real-time alerts and other tasks means you can flag urgent issues internally and involve the customer in real time – at the right time.
Using rules, conditions and pre-built connectors to bring in system data, next-gen forms can create dynamic questions to make conversations intuitive. Their drag-and-drop tools also free you from IT dependence. Now, business users can develop forms fast, without the need to know Java or other programming languages. With IT help in short supply, you gain business agility by developing your own flexible approaches to customer engagement.
Next-gen forms don’t just transform customer interactions. They also transform internal and external processes vital to employees and channel business partners, such as insurance brokers and financial advisors. Many organizations are looking for opportunities to reduce data entry and streamline interactions for their customer service representatives (CSRs) or other agency principals.
They also enable multiple parties involved in an interaction or project to engage with role-specific screens and questions tailored to each individual. Nobody has to manually combine the responses into a single document or system. This speeds transaction time and delivers an elevated experience to everyone involved.
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.
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