Document Collection

Instant, Secure Collection of Documents from any Device

Companies that rely on agent-led customer transactions are concerned about business-killing friction. Lengthy average handling times (AHT), redirecting customers to different channels or agents, and cumbersome compliance requirements are all bad for business.

One of the most common customer-facing tasks is collecting supporting documents. Typically, customers must scan their documents, and send it to the company via email. In other cases, they must bring documents into a physical branch, or send them by mail. 

Whether it’s during a sales or servicing cycle, such convoluted document processes are damaging to both businesses and customers. 

Here are some of the KPIs that are negatively impacted by traditional document collection processes:

• Turnaround time: Agents spend an excessive amount of time chasing customers for supporting documents. Customers rarely get all their documents in the first time around due to friction, prolonging the time it takes to complete a journey. 
• Conversion rates: Physical paperwork requirements, and requests for additional documents that often follow, are symptoms of a broken journey. This lowers the conversion rate as many potential customers simply give up.
• Compliance: Agents put themselves at risk of noncompliance as they rely on physical documents or documents sent via email. Loose documents lying on a desk or sensitive agreements sent to an inbox can all pose privacy problems. 
• Cost: The operational and processing costs of paperwork can add up, from printing to scanning to filing. 

Companies can provide an efficient, seamless document collection process with Lightico, ensuring a better customer experience and reducing operational costs. Lightico’s Digital Completion platform allows companies to collect any document or stip in real-time. This means no more chasing for emails, scans, and uploads.

With digital document collection, customers simply snap a picture of their documents while inside the Lightico mobile session. Whether it’s a passport, driver’s license, financial document, agreement, or anything else, the Lightico system automatically processes and stores the document. 

Process Initiation

This document assumes that end-customers will interact with the Lightico platform with a live agent. However, the platform also supports self-service and API options. The main differences between them are described below.

Self-Service

• The Lightico platform can be used by end-customers as a self-service, which can be implemented either with an API or as a standalone service. Using it with the API would overcome some or all of the limitations detailed below. 
• With self-service, you provide direct access to the workflow using a URL — the customer can either open or be directed to the URL to start the workflow process.
• There is no agent basket capability, so no ability for the agent to provide any up-front data to the workflow.

API

• Using the API allows organisations to provide a more seamless journey for their agents.
• The customer experience is improved by providing data that is already known.
• It supports more complex use cases where larger volumes of data are required that would otherwise be cumbersome for the agent or the customer to provide.

Step 1: Opening notification

At the start of the workflow, the customer receives a welcome notice that explains the process.

Step 2: Document submitted

The customer snaps a photo of the document and submits it, after which it goes through an automatic authentication process.

Step 3: Condition based on authentication result

If the document is authenticated, the customer moves to the next step.

If the authentication fails, the customer cannot proceed and the workflow ends.

Step 4: Customer signs agreement (optional)

All relevant parties electronically sign the final agreement.

Step 8: Closing notification

The customer receives a closing notification assuring them the process is complete, and the next steps they can expect the company to take. 

Digital document collection allows companies to dynamically build and adjust processes to meet their needs. Document collection can be used as a standalone tool, or as part of an automated workflow with additional capabilities (e.g., ID verification, eForms, eSignatures, payment). Business rules baked into the workflow means that customers are asked to provide only the information and documents that are needed from them, no more and no less. 

Here’s how it works:

1. The agent sends a text message (or email) to the customer containing a secure link to a collaborative session. (If self-service, the customer enters an online portal without agent guidance).
2. In the session, the customer is shown the request for document submission.
3. The customer submits the documents while the agent is on the phone. If needed, the agent provides guidance and/or answers questions.
4. Upon completion, the agent is notified. All the documents can be saved securely in the agent’s CRM. 

The below shows how an admin can set up document collection in Lightico from start to finish. 

During a Lightico session, the agent can request documents such as passports and driver’s licenses from the customer. When a customer clicks a document request in the session they can upload a file or, if they are participating with a mobile device, take a photo of the document for upload.

In the context of a workflow, Lightico can also authenticate a photo ID and extract relevant data.

1. Create Document Request Categories

Each document request is associated with a category that helps the system administrator organize the different types of requests. In addition, you can select an icon to for each category that the agents see when selecting a document request during a session. 

To create a document request category:

1. In the Lightico Administration page, in the left pane, click Document requests > Categories.
2. Click Add Category in the top right corner.
   The Add Category dialog box opens.

1. In the Name box, enter a name for the category.
2. In the Code box, enter a string of lower case letters and underscores (optional), without white spaces.
3. From the Icon list, select an Icon to associate with this category.
4. Click Save.

You can edit a category but you cannot edit the code name. 

You can also delete a category. However, if a document request associated with that category has been sent to a customer, you cannot delete the category.

1. Add Document Requests Types

Before an agent or the API can add a Document Request to a Lightico session, you'll need to create and configure the types of requests that you'll be using. The Lightico platform includes some preconfigured document requests such as Photo ID and Driving License. This section explains how to add new types. 

To add a document request type:

1. In the Lightico Administration page, in the left pane, click Document requests > Documents.
2. Click Add Document in the top right corner. The Add Document dialog box opens.

3. From the Category Name box, select a category to associate with the document.

1. In the Document Name box, enter a name for the document. This name will be visible to agents and customers.
2. In the Document Code box, enter a string of lower case letters and underscores (optional), without white spaces (for use with the API).
3. Click Save.

You can edit a document but you cannot edit the code name. 

You can also delete a document.  However, if a document has been sent to a customer, you can no longer delete it.