LincDoc VoIP Customer Case Study


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A VoIP company centered on providing phone systems for small and mid-size businesses needed a more efficient way than traditional hard copy forms to establish new customer accounts and transport traditional phone numbers to their VoIP service.

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LincDoc VoIP Customer Case Study

  1. 1. Succeeding with LincDoc … Greatly enhancing the customer experience with a true electronic forms process for a unique VoIP company At a Glance Scenario A VoIP company centered on providing phone systems for small and mid-size businesses needed a more efficient way than traditional hard copy forms to establish new customer accounts and transport traditional phone numbers to their VoIP service. Decision LincDoc Enterprise Edition (LincDoc EE) became the Company’s solution of choice because it creates simple forms with fields and instructions that are clear to multiple contributors; compliments high-level business processes; provides strict version control; designs attractive, branded documents; is Web-based; empowers true electronic signatures; and demonstrates a remarkable cost-to-benefit value. Results  Dramatic improvement in central business process  Entire forms process streamlined and consistent  Sales cycle made significantly shorter  Forms process reflects technological sophistication of company  Simplified and explained vague industry jargon on forms  Form version control challenges solved  Electronic signature acceptance where needed speeds form approval  All customer-facing forms branded with company identity The situation The Company’s pre-LincDoc forms process involved hand-written information being collected and approved by/from internal staff, a regulated telephony carrier partner, third- party telecom companies and customers. The forms facilitated the transport, or “porting,” of an existing phone number from a traditional carrier to the Company’s VoIP service. For each type of number, whether fax, landline, or toll free, a separate form was needed. In order to be properly ported, each form (number) requesting transfer needed to be approved by the customer’s existing traditional telecom vendor. This entailed many manual
  2. 2. form-handling steps (re-keying of changes, printing, scanning, faxing) for EVERY FORM between multiple business parties. Every form also needed to be physically hand-signed. Since every customer often had many numbers to port, form frustration from vendors, staff and customers grew quickly. What wasn’t working The manual forms process perpetuated an array of productivity issues. Beyond the surface-level issues caused by multiple versions of the same form being e- mailed between many parties, customers’ handwriting was often the cause of critical data being entered into company systems incorrectly, as it required manual re-keying, which only introduced an additional opportunity for error. When submitted to the customer’s existing telecom provider for porting authorization, a form could be rejected based on incorrect information, thus causing an extended delay to recollect the information and ensure it is correct in every system instance. Since many customers required many forms, an error spread quickly. Plus, a ported number meant lost business to the traditional carrier, a reality that seriously reduced tolerance for error. Account setups also needed a copy of a current phone bill. This meant scanning and sending, or faxing, a separate document that was essential to the process but not automatically integrated into the specific customer’s porting process. Phone bills could get physically lost or associated with incorrect accounts. The Company was also using forms with service partner’s brand. And, since every form existed individually, the Company’s need to package them as a single document was compromised. Why LincDoc? Targeted data collection LincDoc EE eliminates “form intimidation” with highly intuitive clean layouts, field names and content areas that ask and collect only what is needed, leaving nothing to interpretation. And, critical attachments can be uploaded and merged with the final document. Forms are completed quickly and submitted with only what you need. Version control LincDoc EE delivers only the most recent version of the document you need, eliminating the spread of incorrect data and instances of redundancy.
  3. 3. Digital signature integration LincDoc EE truly automates a transaction process with simple integration of digital signature technology. Sign, scan and insert is a thing of the past. Advanced business logic LincDoc translates company-specific processes into data collection and document assembly. It intuitively connects related content, packages common forms and provides support before you need it. Results Hours of time saved per new account Number portability forms are completed and approved exponentially faster than within the previous process, strengthening the company’s primary business function. Customers no longer hand-write critical information. Form content is no longer manually re-typed, digital signatures are used where applicable and all number porting requests (fax, landline, toll- free) are intrinsically linked. Separate documents now streamlined Customers can now upload their phone bill directly to the LincDoc EE-created form, linking it eternally with that customer. It also auto-generates a fax cover page for the customer with the corresponding account information to ensure association with their account. And, all related forms are collected automatically as a single document. Enhanced customer experience Collecting what’s needed takes only a few steps, allowing small business customers to greatly reduce time away from their primary business to set up phone services. Confusing industry jargon was replaced with clear field titles and automatic help prompts. Improved customer data integrity LincDoc EE documents ensure form accuracy so all customer data being integrated with the Company’s CRM system will demonstrate long-term business value. More Information LincWare , LLC 585.563.1669