If you’re an individual who works in the banking and finance sector, you’d like ensure your customers receive the best possible service. Failure to do can decrease customer loyalty and retention. Banks, building societies and insurance companies sell the same products and services therefore where they have to differ are in aspects of customer service.
Likewise if you’re working in the legal sector you’d like to provide an excellent level of service.
To summarise banks and building societies provide the following services that are related to a set of processes (not limited to):
– Mortgage application.
– Opening bank account.
– Credit card application.
– Fraud prevention and risk management.
– Archive financial document.
Aside from providing insurance cover, in order to provide a good customer service, insurance companies must adeptly process a claim on insurance and manage all data and document necessary that goes with a claim such as a bordereau. In the insurance world as well as in the legal world case management, document management and document retrieval is extremely important. In essence it’s the organisation of the necessary document i.e. all documents and pieces of information related to a specific case/claim.
Using examples, which by default, can apply to a variety of different documents regardless of sector it will be discussed how such documents and workflows (the pathway of each document/data) can be automated and the benefit of doing so.
Automating business process
A common business process is an application form. In the most basic way an application form will consist of one or more sheets of paper, which is submitted. Once submitted the application form will travel (i.e. workflow) across different individuals and departments and be processed. There are many examples of such application forms such as job applications. A slightly more complex application form may require additional documentation as pre-requisite to the application being accepted i.e. those application forms that require additional evidence and proof. Usually these additional documents will decide the outcome of the application. Therefore it is important that all related documents are matched with the form throughout its journey and not lost.
It does not take much imagination to picture manually trying to process such application forms, be it simple or complex. Clear disadvantages are present in this method such as common human error in processing, difficulties in retrieving documents, difficulty in trying to make sense of the data to determine a decision based on the application (usually an acceptance or decline of some sort) and documentation can be lost or misplaced. The resulting factors include delays in response and poor customer satisfaction.
Automating an application form can reap many benefits for an organisation. To help readers understand we’ll use the example of mortgage and credit card applications. Such applications are usually done at branch level but require a logistical structure for the data and documentation to be sent for higher level authorisation. Moreover, the applications are large in quantity. Mortgage applications alone can consist up to 200 pages long. Evidently being a labour intensive process, automation will alleviate the pain in doing so. The first step will involve scanning the documents and extracting the relevant data which is then fed into a said system for verification and processing to ensure of accuracy. What ensues (in general terms) is a scoring system will assess the facets of application and all related documents such as credit checks, being the main factor on the success/failure of such applications. The system feedbacks an answer as to whether to approve a credit card/mortgage and its quantity (in the case of a mortgage or loan).
The combination of a quick, accurate and seamless process with added human intervention provides the foundation of making the most accurate and proper decision, which is in the interest of the customer and the organisation. Other benefits include the elimination of manual data entry, easy document retrieval and management as all documents are made electronic, less labour and resource intensive thus allowing staff to focus on other activities and, most importantly, all related documents to the application are kept together and organised.
Staying with the topic of document management and organisation, it these aspects that are most vital to insurance firms, solicitor firms and other organisations who engage in risk and case management. Using the example of solicitors case or an insurance claim/case, all related documents i.e. letters, emails, fax and so forth all need to be filed under ‘case name’ and ‘case number’. Setting up an automated workflow can allows all paper documentation, once scanned, to direct automatically to the relevant case using unique ID’s with electronic documents going directly to the specific case/claim. Henceforth making your organisation paper less or at least paper lite removes clutter, increases efficiency and accuracy and speeds up processes.
Automation of business processes provides many benefits, as explained, and the collective benefit, i.e. benefit of all these benefits is that response times is decreased. Your organisation is able to respond to customers quicker, not only quicker in the sense of time, but quick resolution of the problem. The benefits are clear and apparent be it a fraud case, insurance claim, an application form, invoice processing or any document that requires the following: storage, retrieval, management, processing and reporting.
It is vitally important for organisations to be as efficient as possible. If you’d like further information please do not hesitate to contact us. Alternatively, book your free demo. The purpose of the demo is to enable a first-hand understanding of the solution. Furthermore, we’re able to demo the solution using your own documents as that will facilitate an even better understanding.
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