It was never a stretch to envision the value of “synchronous” capture: where you embed your capture application into your line of business system or transaction. At the point where a user must scan a document, the system prompts accordingly, and the user scans the content. It’s a standard and consistent way of capturing information no forgetting, no wasted time or motion.
On the flip side… why would one want to revert to asynchronous capture? It’s not reverting per say; it’s recognizing that sometimes a process interruption better serves the business need. This line of thinking could translate into some significant benefits; let me share with you a few examples:
Improved Customer Experience – Imagine (yes, pun intended), you’re a sales person at a retail bank branch and you’re driven to deliver an exceptional customer experience. You don’t ever want to leave your customer, a potential sale to be closed or a new account to be opened, to run off and scan some paper because a system requires it. Instead, you choose to focus on your customer’s needs, closing the deal versus the system’s needs. Putting the customer’s needs first is the right choice.
According to a new report from Forrester, “Banks and Retailers: You Cannot Price Your Way Out of Bad Customer Experiences,” the customer experience is more powerful in driving customer loyalty than even the perception of value received for a given price, accounting for almost 55% of customer loyalty to banks.
More Efficient Work Flows – In a typical business process where asynchronous capture is applied, the person who does the line of business work can focus on that work while somebody else batch scans for the entire group. Converting manual paper-heavy processes into streamlined, automated procedures helps align resources more efficiently with the needs of the business. Large amounts of paper output, courier costs and physical storage for hundreds of thousands of account documents on-site could be eliminated.
Streamlined Processes - Now imagine you’re a loan underwriter and you have a quota to meet – pressure! And you discover that one of your pending applications is missing a proof of employment document. Instead of aborting the entire process, you simply create a pending transaction that alerts the borrower of the need, and finish your process. Anybody can add the missing document later, the loan officer or even the customer, allowing for faster execution of loan processing and a quote met.
Let’s keep this conversation going… What other uses do you see for asynchronous capture? What are the obstacles? Let us know what you think, feel free to post your comments on Twitter: @ImagineSolution.