CURRENT MARKET PAIN POINTS
The 2018 Royal Commission into Financial Services
identified a disconnect between the information stored
by institutions and what the customers believed to be
PDF forms need to be printed, signed and re-scanned to
be sent via email and or post. The customer experience
is disconnected, labour intensive and far from seamless.
Processing of forms is also time consuming and costly.
Manually processing PDF forms incurs high error rates
and missing data means cost inefficiencies across the
organisation. PDFs can be digitised and imported but
there are always degrees of data error and requires
manual intervention. Email forms with no validation
suffer equal data and communication cost incursions.
IDEAL FUTURE STATE
A seamless customer experience where customers
self-verify applications and sign off with a digital
signature. The data is then automatically
transferred into enterprise systems.
The customer application is validated through
multi-level validation. This includes on-form, onsubmission
and business-definable validation
procedures which include "customer "pass back" for
final sign off.
This process includes interactive document version
control for system quality and compliance.
This is an automated, reliable end-to-end process
which is transparent and compliant.
THE IDEAL CUSTOMER EXPERIENCE
Stage 1. A customer is directed to an institution's designated link and selects the required form. Based on the information provided (identity, address, phone, loan type etc) Robotic PDF will send to the customer's designated email address a tailored application PDF, pre-populated with the information provided. Customer privacy can be protected by using an encryption option that will pass the encryption code to the customer's SMS number, cross
validating the customer's identity.
Stage 2. The customer, on receiving the application form can now electronically complete the application PDF and submit with a click of a button. Prior to submission, using the on-form validation function, the customer can self-check that they have completed the institution's required fields. The PDF application can be submitted in encrypted form for privacy and security.
Stage 3. On receiving the completed application form it will be automatically validated. If in error, it can be resent to the customer for remediation. Otherwise it will be re-sent to the customer with reference details for confirmation and digital signing.
Stage 4. Workflow requiring additional data collection can be initiated by the institution as per stage 2 above.
Note: all data will be stored on enterprise systems.
- Improved Customer Experience;
- Customer digitally signs their own application;
- Increased speed of processing with reduced cost;
- Quality Assured System.