Before After• time spent w/customer • improve customer experience• time spent processing paperwork (reduce churn) (store manager and store rep) • increase number of customers• storage costs served • reduce printing costs• risks associated w/unsecure customer info • eliminate storage costs• contract fraud • reduce carbon footprint• inability to attach new svcs to • secure information existing contract • contract/sales audit• inability to locate contract • central repository lookup for information beyond store services – contract available to mktg, call center, sales, etc.
Detailed process steps(1) Sales rep types in customer / contract information using HP Exstream Live connected to xxx CRM system.(2) Copy of customer identification may be required.(3) Customers reads the contract and signs it electronically using an eSignature pad or sales associate prints contract and customer signs contract.(4) If there is a signed document, the sales rep scans the signature page and any other pages that must be maintained for their files. The customer leaves with the hard copy and the service provider has the scanned image of the contract.(5) Image of signed contract is pushed to xxx CRM system with all the customer information captured by HP Exstream Live.(6) An email is sent to the customer through HP Exstream Live with a pdf version of the contract attached.(7) A copy of the contract is sent to SharePoint for archiving with relevant indexes.(8) Sales rep scans required documents (ID, bank statements…) using MFP. A cover sheet is printed with a unique ID (barcode) referring to the contract (or sales rep types in the contract ID on the control panel) for matching with Contract into SharePoint . 28
Account opening for CME workflowBefore HP HIGHLY PAPER-BASED PROCESS NEGATIVELY IMPACTS CUSTOMER SERVICE and can pose significant costs and risks associated with unsecure information.Customer provides Retail associate Customer Retail associate Customer receives information scans and copies signs documents prints multiple copies hard copy of required documents for record-keeping contract $70K PER YEAR 13 $2.34 Total costs (Off-site storage) Total pages printed Total page dollars/contract $ $ Service event requires retrieval of contract Off-site archive Courier to archive In-store storage from off-site and physical transport back to store
Account opening for CME workflowAfter HP Account Opening Accelerator AUTOMATED PROCESS IMPROVES THE CUSTOMER EXPERIENCE and can reduce costs, administration time, security risks, and carbon footprint. Mail E-mail WebCustomer provides Retail associate Customer signs CUSTOMER DATABASE MULTI-CHANNEL information scans proof of ID signature pad; wet DELIVERY if required signature if required. Contract delivered to customer platform of choice 75% REDUCTION IN STORAGE COSTS 0 PAGES PRINTED Documents delivered via email, internet portal, etc. ELECTRONIC ARCHIVE Contract image (not just data) accessible to other retail locations, marketing, customer service, and call >$2M SAVINGS centers for services FOR 1M NEW CONTRACTS