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Sale and customer service support thanks to electronic signature of documents

Electronic signature of documents saves time of salesmen and clients. This time may be devoted to building relations and developing business.

Handling documentation in sales or customer service processes includes a set of typically administrative activities that does not bring any business value to a process.

The paper form of the documentation makes it time-consuming to handle documents. Paper documents are printed, completed for signatures, signed in many places and transported to/from the client and the company’s Administration Department. High time-consumingness is not only on part of sales representatives, who should devote their time to contacting clients and generating sales, but also on part of Back Office Departments that verify the received documents, register them into systems, scan and physically archive them.

The complex nature of paper documentation handling processes and in many cases performance of works manually are what generates high costs of the served processes and a risk of human errors, abuses and frauds, which additionally burdens sales and customer service processes.

As part of Billennium’s Paperless offer we propose a solution that supports sales and customer service processes.

Electronic signature of documents instead of printouts

The Paperless solution allows to replace printing any sale documents with electronic signature. Thanks to this sales forces do not waste their precious time on printing documents, preparing them for signature, transferring to clients, physical completion or settlements with their own Administration Department. A risk of mistakes is eliminated, which additionally prevents any delays.

Electronic signature of documents with the use of the handwritten biometric signature technology

Documents are signed with the use of handwritten electronic signature technology, being the most natural biometric technology for human beings. The solution is based on the EMR of a tablet, pencil lead and specialist software for registration of all biometric data of signature that are unique for each person, such as signature, pressure, quickness and acceleration. The data is properly coded and integrated with the document, so that it can be used by an expert graphologist for evaluation of authenticity of appended signatures in the event of court proceedings, if any.

Electronic signature of documents in compliance with legal provisions in force

The Paperless solution complies with the EU REGULATION No 910/2014 on electronic identification and trust services for electronic transactions in the European internal market (eiDAS), effective from 1 July 2016, the amendment to the Polish Civil Code, effective from 8 September 2016 and Article 78 item 1 of the Polish Civil Code with regard to the written form. The solution allows to fulfil the legal requirement related to the written form.

Signature of documents in all channels of contact with clients

The solution may be used in the mobile, stationary and remote (on-line) channels. In the mobile channel tablets equipped with active EMR matrix and 3/4G communication module are used. Stationary facilities may be equipped with specialist pads for e-signature (e.g. by Wacom). As regards the remote channel, the afore-mentioned equipment and/or the click-to-sign form may be used for confirmation and signature of documents.

Cooperation with the company’s internal systems

The solution may be integrated with the company’s internal systems, such as CRM, BPM, ERP, thanks to which electronic signature of documents may automatically start further steps in the systems, e.g. sending documents to the client, satisfaction survey, product supply order, telemarketing task, etc.

Automatic archiving of documents in e-archive

After the document has been signed electronically it is automatically archived in the dedicated electronic repository. Thanks to the additional integration with the company’s internal systems, an e-mail may be automatically generated with the document to the client /link to the e-archive.

Monitoring clients’ satisfaction and quality of representatives’ work

As part of the process of conclusion of a loan agreement there is a possibility of including in the process the customer satisfaction survey, thanks to which sales managers may receive, on an ongoing basis, evaluation of the work done by their employees.

Automatic reporting

All steps in the sales service or customer service processes (including electronic signature of documents) may be automatically reported after the performance of a given transaction. Reported data may include (inter alia) the time of a given operation in the process, the duration of a given step, customer satisfaction survey, event geolocation. Reported data enables managers to react on an ongoing basis to the quality of work of representatives and to improve the offer in the future.

Supporting clients in the timely payment of liabilities

As part of the Paperless solutions end clients may be invited to download free mobile Bilo application, as part of which they may commission Billennium to handle monthly bills for the sold product or service.

Thanks to Bilo the client does not have to remember about his/her bills, and service providers may reduce internal costs of serving untimely payments (inter alia debt recovery).
An additional advantage of the application is the possibility of starting personalised communication between the company and a client, which allows to present a customised offer.

More information about Bilo: http://bilo.co/


Advisory in the scope of implementation of the solution

As part of the Paperless offer Billenium’s analysts may analyse the present sales or customer service processes, both as regards reduction in operating costs and increase in sales volumes.

Analytical recommendations include the scope of the required process modifications, the layout of the contents of electronic documents, the scope of integration with third systems, the type of devices for e-signature, the scope of support services.

As part of the Paperless analysis initial KPIs are established to allow companies to estimate the potential of benefits from the investment in the solution and the projected return period.

Benefits

The use of the Paperless solution for supporting sales and customer service in the company brings a lot of benefits, including:

  • Saving time spent by representatives and clients on formalities.
  • Minimisation of the cost of service of sales and customer service processes.
  • Elimination of mistakes in the process and any abuses.
  • Real-time control of the quality of service and customer satisfaction.
  • Increase in the percentage of timely liabilities on part of clients and possibility of extra sales (as part of Bilo application).
  • Building a positive corporate image among customers.