Industry: Healthcare
Solution: New accounts onboarding process digitized
Business Challenges
- Client wanted a solution for New accounts registration which was easy to adapt and implement.
- They faced a challenge where not only the turnaround time was more but the process to create a new account was a manual and paper based.
- Lead management process was not well-defined – no way to track where the leads were stuck
- Create a New account with in 48Hrs and ensure the new account registration process is easy for customer to fill the form and send the forms back to Client
- Loss/misplaced forms in transit by Fedex or UP
Solution provided
We provided a Web Based Solution by creating the New Account Sign up tool and converted all physical forms to online forms with every field being structured and readable, helping in real-time bifurcation and analysis before sign ups. The client’s customers could access this from any device – website, mobile or laptop.
Benefits
Financial
Revenue
- Increase in revenue due to reduced TAT with an automated process which helped in increasing the average number of new account registration , followed by revenue growth.
- The client was able to leverage on the more new accounts registrations being completed as a result of an automated process being implemented
Cost
- Cost savings achieved on account of no structural cost
- Hiring and training cost saved
- Reduction in cost pertaining to utilization of IT hardware and software infrastructure arising from a resource deployed
- 24/7 availability without increased overhead costs
Productivity
- We created the new account sign up tool and converted all physical forms to online forms
- Workflows are much more streamlined and efficient.
- The new process is easy to use and also has a editing feature with Document sign option
- Increase in productivity due to the new account registration tool
- Reduced unnecessary email interactions & between one department to another.
- Help to identify the Department which need to improve the process for a faster resolution
- No Customer Escalations for delay in creating accounts
Customer Experience
- Positive reviews as a result of reduced TAT and online registration process
- Ease of Use- Customer will Just Click on the Link which receive on their Mobile/Tab/Laptop and start filling in the form and Click on Send Button, No more Paper work, No scanning or sending as an attachments.
- New Account Sign Up Program is now measured by parameters such as TAT, delayed by department, RCA for delay, process Improvements required and Customer satisfaction.
Scalability
- As there is no dependency on resources, the automated process is real-time and highly scalable