Automate and Accelerate
Deciding to replace a document on a website with an electronic form is as simple as collecting or capturing the customer information in a user-friendly format. Most of us have personal data saved in our browser, making it a few clicks away from completion. If your customer has already found the web page relating to their needs, it’s a logical next step compared to working with a PDF that was intended for printing. What happens next with the information collected? A few years ago, the best next step may have been sending an email to a help desk staff member with the collected information, then a duplicate effort begins where the customer information is keyed into another system. Today initiating a workflow with an electronic form is completely reasonable, and possible next step for automation. Connecting back-office systems and customer-facing interactions reduces the time employees spend duplicating each other’s work and gets your organization closer to its potential for automation while accelerating customer interactions. In the coming weeks, we’ll cover the basics of eForms, and then a deeper dive into second and third phases of eForms automation.