The Ultimate Guide to Digital Forms Software provides an overview of this type of software and its capabilities, highlights the benefits of forms automation and how it enhances the end-to-end customer experience, questions to ask a forms management software provider and more.
Trends Driving the Need for Improved Digital Forms Management
As enterprises try to identify the areas that will benefit the most from digital optimization, forms-based processes are often overlooked. However, automating forms is a simple way to boost the end-to-end customer experience and help business meet their near- and long-term digital transformation goals.
There are several trends that are driving the need for enterprises to invest in forms management software, including:
For decades, IT departments have had to implement and manage databases and home-grown applications across the company. Today and going forward, IT teams are being asked to identify low-code technologies that can be securely woven into their ecosystem and made available directly to the business units who need them.
By making an investment into low-code, process automation solutions, companies can quickly implement new technologies that rely on machine learning and minimal or no coding. In fact, Gartner predicts that by 2024, organizations will lower operational costs by 30% with the combination of hyper-automation technologies and redesigned operational processes. Low-code platforms are included as one of those technologies in Gartner’s report.
Making this investment would allow IT departments to refocus on other business initiatives while allowing business users to take ownership of the systems they use day-to-day – translating into improved employee and customer experiences.
Customers across the insurance, financial services and healthcare industries are interacting with businesses at critical moments in their lives – and it’s up to the business to ensure every customer interaction is efficient, effective and appropriate.
So, as enterprises identify areas to make things simpler and more meaningful, time-consuming, paper-based or PDF forms are simply not going to cut it. Instead, these forms-based interactions should be tailored to meet customer needs with sensitivity—a feat that can only be realized with intuitive systems.
Furthermore, with forms automation, data collected is more scalable and actionable – meaning subsequent customer communications are personalized and any frustrations are mitigated. Ultimately, this builds brand loyalty and customer trust.
Protecting customer data is a common goal across any business but is especially critical in highly-regulated industries. As technology and regulatory requirements continue to evolve, enterprises must keep customer information secure across multiple platforms and geographies.
There are a number of regulatory and compliance-related changes taking place around the world, and they can vary widely. As a result, enterprises should invest in a cloud-based digital forms solution that is built not only to collect data, but also to transfer the data to secure cloud storage platforms. It’s also critical that providers meet the latest and highest security standards, including PCI DSS, SOC 1 and SOC 2, HIPAA, ISO/IEC, IRAP, and FSQS and, among others.
Creates friction for both the end-customer and business users due to manual processes
Fail to meet customers’ increasing desire for digital-first experiences
Leave room for data error and integrity issues
Expedite business processes and deliver customer outcomes more quickly with data and approval workflows
Digital, mobile-friendly experiences and real-time status updates throughout processes
Connect with core systems of record to make data scalable