There are multiple business processes in which it is necessary to request documents from customers. One of the most typical is customer onboarding. For example, when you want to compose the customer file to evaluate an application or to process the contracting of a product.
The request of documents to clients in digital format can be made from the client’s core system, if the latter provides this functionality, or it can be done from Athento, ensuring that the documents are accessible from the core and from the document manager.
To make a digital document request to a client from Athento, we need to have at least one email address of our client to which we can send the document request. This can also be done with a mobile or cell phone number. This contact information can be stored in our file as fields.
Using the Send Document Request operation of our automation Marketplace, it is possible to send a link to the customer via email or SMS so that the customer can upload the documents digitally. The automation can be executed on demand – by an agent or person – or in an automated way, depending on the business process.
Of course, when companies want to implement such a solution, they have several concerns that we will see below.
The solution we choose must give confidence to our customer and offer the best possible user experience. To do this, we must ensure that:
This can be achieved with simple elements such as:
All of the above options are possible with Athento. I would like to delve a little deeper into the last point, commenting that the latest version of Athento already allows total control over the look & feel of the document upload page. To do so, Athento allows the loading of a style layer that gives the client 100% control over the way the page looks. This style layer supports :
In the main image of this article we can see an example of a customized page for uploading documents.
Humans are very diverse and have different technological skills and knowledge, as well as a multitude of devices. Internet access is also not the same for everyone. Therefore, the solution we choose must be usable and accessible.
Let’s take a look at some of the features of Athento’s functionality to achieve a pleasant user experience and facilitate the loading of documentation.
Athento allows us to have peace of mind regarding the documents we are going to receive. The request of documents is safe with Athento, since it provides the following protection mechanisms.
Next, in this video we will see how the document request works with Athento.