First impressions matter: 3 ways digital priority work management enables superior service experiences from the start

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You never get a second chance to make a good first impression,” a quote nearly a century old by Will Rogers, is still true today in nearly every walk of life.

First impressions stick.

Everybody knows this. And for highly competitive industries where service is the differentiator between growth and attrition, enhancing the customer experience at every phase of the relationship is critical, starting with initial interactions.

What’s interesting is that in our current realm, the digital evolution has actually elevated human interactions to significantly enhance experiences. Because digital transformation has automated routine tasks, eliminating the need for people to spend hours on administrative document shuffling and enabled us to focus on what matters most — meeting and anticipating the needs of those we serve.

A digital revolution that yields enduring personal relationships? Yes.

In industries including financial services and insurance, digital transformation has turned some of the most frustrating, slow and document-heavy processes — prone to high percentages of rework due to documents being not in good order (NIGO) — into efficient, transparent and positive experiences that enhance client relationships for enduring and mutually beneficial growth.

This is significantly impactful in areas like new account onboarding and basic mailroom processes. The sheer volume of documents flowing into organizations that we need to quickly route to the right people — with the right skills to successfully complete critical documentation and supporting work — means that if there is an error, like a missing signature or check box, it can significantly delay processes at one of the most critical phases; new account onboarding.

Delayed processes, applications that are returned for rework and supporting documentation that needs to be resubmitted create poor experiences for potential customers. They will opt out of the process and the relationship before it even really begins if they sense this is what to expect from the organization going forward.

The risk is significant.

“The Digital Banking Report found the abandonment rate can be as high as 90 percent,” according to “Millennials, in particular, have higher digital expectations and banks risk losing them at higher rates, which is especially dangerous because they’re maturing financially, having the need for more – and more sophisticated – financial products as they age.”

But there is a way to more easily ensure efficient, positive experiences for enduring relationships.

Automatically prioritize and route work to the right people to easily, compliantly meet service level agreements (SLAs) and customer expectations

Digital work management solutions can vastly reduce the pain of NIGO by eliminating manual processes that include tons of spreadsheets, ad hoc meetings and communications. They replace manual, time-consuming processes with automated workflows and integrated case management solutions that automatically assign work to the right person, at the right time.

Digital work management solutions also provide checks to make sure all required documentation and elements, like signatures, checkboxes and supporting information, is present and complete at all required phases.

This drastically reduces NIGO applications and turnaround times, while providing the transparency and personalized service that today’s customers are demanding.

Unique organizational needs require work management solutions that are integrated, automated and highly configurable

Digital-forward work management solutions need to be highly adaptable and configurable to meet the unique and evolving needs of today’s organizations. Hyland’s Priority Work Management solution capabilities center on three main goals:

1. Prioritize work with appropriate values. Highly configurable capabilities mean that you can define as many tasks as you need. And the solution enables easy task definition including the capability to assign each task with an importance and user-defined urgency level (typically between 1 and 100).

2. Send work to the right employee. Once you assign each task a value, the solution performs calculations in the background to ensure the highest value priorities are assigned first to the individuals who have the time, skill and knowledge to complete them.

This automated assigning of values and routing of work into individual queues allows organizations to ensure all tasks are completed by the right people.

3. Minimize SLAs through automation. Since assigning values to tasks and routing them to the appropriate employees is automated and behind the scenes, you complete work much faster.

These three features mean organizations no longer need to waste time in meetings to review tons of spreadsheets or to hear what their employees are working on. Everything is automated at the correct speed, significantly minimizing SLAs and costs. And organizations can easily identify which tasks are not getting done — or getting done late — and adjust.

This empowers your organization to meet faster SLAs, but also yields more accurate processing, less stress and lower operational costs.

Consumer expectations are driving disruption and transformational results

More than 70 percent of bank executives say higher consumer expectations are what’s primarily driving disruption in the industry, according to the 2020 Kofax whitepaper ‘Work Like Tomorrow’.

The whitepaper states that digital transformation can result in:

  • Higher customer satisfaction rates of 5 to 25 percent
  • Productivity gains of 35 to 50 percent
  • Improvements in employee satisfaction from 5 to 25 percent

It also states that digital transformation has proven to result in more products per customer and up to an 80 percent reduction in client onboarding time. That’s a significant, and direct, way to improve your customer experience.

You never get a second chance to make a good first impression.

Tap into the tools at the ready to drive transformation and reduce the risk of abandonment and attrition

Will Rogers also said, “It’s great to be great, but it’s greater to be human.”

That concept has never been more true than in our increasingly digital world. To factor in the human component when deciding on technology and business strategies that will enable your organization to react quickly to changing economic, regulatory and consumer-driven market changes is essential for differentiation that enables growth and customer loyalty.

Leveraging the right work management solution removes the obstacles that obsolete manual processes put in your way. The time is now for digital automation that fosters human connections and positive experiences, right from the first impression.

Sarah Stoner

Sarah Stoner

As a Content Strategist for Hyland’s Global Services, Sarah has a background in business and technical writing and has worked in several areas of the organization since 2003. She has... read more about: Sarah Stoner

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