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A customer wants to change their address. They ring up – but are put on hold. They write an email – but get an automated response ‘We’ll be in touch’. They visit the website – but cannot find an online form. A frustrating situation. But one that’s still experienced by customers with many businesses. Even though everyone knows that the solution is standardised digital processes like intuitive online forms.
The digital transformation has redefined service quality benchmarks, with same-day delivery, app-based banking and one-click ordering now well-established standards. Customers want a hassle-free experience and quick answers to questions. Companies unable to meet these expectations not only risk customer dissatisfaction but also loss of market share to their more digitally savvy competitors.
In this environment, traditional processes are rapidly overwhelmed. Service teams are swamped by repetitive standard enquiries and are unable to focus their attention on more complex customer issues. Manual data entry causes avoidable errors and the use of multiple media – e.g. switching between phone, email and paper-based forms – unnecessarily prolongs the turnaround time. As waiting times grow longer, follow-up enquiries are made that further increase the pressure on service teams. This creates a vicious circle that is frustrating for both customers and employees.
The answer to these challenges is to be found in the intelligent digitalisation of standard processes. For their part, online forms are a quantum leap from their paper-based predecessors, offering the flexibility and efficiency that’s needed to avoid the use of multiple media, minimise errors and optimise processes in real time. So, how do we find the right solution?
Formcentric is the solution that meets and exceeds all of these requirements. With its user-friendly interface, businesses can create forms without needing to have any IT expertise. By enabling seamless integration with existing systems while complying with the toughest security standards, Formcentric makes the transition to fully digitalised processes significantly easier.
Successful digital processes are all about a well-designed user interface. A properly structured online form guides users step by step through the process, gives instant feedback during data entry with inline validation and clearly identifies any required fields. Accessibility features such as screen reader support and full keyboard control make sure that forms are easy to fill out for any user. The responsive design also ensures that all users experience the same high level of usability, whatever their device.
Formcentric also guarantees seamless integration with existing systems and enables the automation of business-critical workflows. One example is email routing, which can be set up to ensure your users receive automatic confirmation of their form input. Formcentric also naturally ensures compliance with data protection laws, thanks to its GDPR-based security standards and encrypted data transfer.
The rollout of digital processes like automated online forms bring measurable results.
Benefits for customers:
Digitalising customer processes with modern online forms and efficient process automation isn’t a far-off goal but is possible in the here and now. Businesses who act now will secure themselves a clear competitive advantage and increase long-term customer satisfaction. An investment in digital processes offers multiple returns, including more satisfied customers, more efficient processes and more motivated employees.
Try out Formcentric free of charge, and discover for yourself how simple the digital transformation can be.
Formcentric is available in three different products. We will answer your questions about the product at any time.
