Digital service enrolment.

Modernise and improve your customers’ first experience.
 
 
The challenge
 

Modern customers demand modern enrolment.

You want to deliver phenomenal experiences across every channel. But your organisation still relies on paper forms for enrolling and servicing customers. You’re well aware that these forms are outdated and can lead to poor onboarding, lost revenue and operational inefficiencies. While waiting to answer the digital call, you may have heard yourself saying things like:
 
“Updating forms and documents is a logistical nightmare.”  
You still rely on expensive IT resources to create and update forms. This reduces flexibility and increases time to market, especially when launching new enrolment services across various channels.
 
“I need to optimise forms for mobile devices.”
Enrolment forms that mimic a desktop or paper experience are well below par when used on mobile devices. This can push customers to higher cost channels — or make them abandon the experience altogether. 
 
“I don’t know what impact my forms have on conversion or loyalty.”
Without insight into how customers experience your enrolment process, you can’t understand the downstream effects on your revenue or their loyalty. Knowing how to optimise your forms could increase conversions. 

Major roadblocks customers experience with manual processes include:

Customers must re-enter information for every interaction.
 
Customers must re-enter information for every interaction.
Form revisions are slow and costly and require input from IT.
 
Form revisions are slow and costly and require input from IT.
Your forms aren’t easily accessible on mobile devices.
 
Your forms aren’t easily accessible on mobile devices.
You lack visibility into the performance of your enrolment experience.
 
You lack visibility into the performance of your enrolment experience.
Your form workflow doesn’t scale to support your growth.
 
Your form workflow doesn’t scale to support your growth.

Service enrolment is going digital. It’s time to adapt.

 
73%

73% of customers say that valuing their time is the most important thing companies can do to provide them with good customer service.1

53%

53% of Americans use smartphones as their primary computing device.2

1.  Kate Leggett, The Future of Customer Service, Forrester, 5 January 2016.
2. Giulia McHenry, Evolving Technologies Change the Nature of Internet Use, National Telecommunications and Information Administration, 19 April 2016.
 
The solution

Make a great first impression.

 
Manual service enrolment vs. digital service enrolment.
Manual service enrolment ignores your customers’ desires and is laborious for both of you. More importantly, when you lack deep insights into the enrolment process, you can’t identify drop-off points and improve the experience with personalised offers. 
vs.
Digital service enrolment evolves beyond paper forms, manual processing and in-person interactions to streamline enrolment across digital channels. It means modernising complex interactions at scale to enrol and service new customers on the devices where they want to meet you. 

Digital service enrolment = Streamlining the customer enrolment and service process across online and mobile channels to remove barriers to conversion, deliver responsive experiences and reduce the demands on IT.

Digital service enrolment = streamlining the customer enrolment and service process across online and mobile channels to remove barriers to conversion, deliver responsive experiences and reduce demands on IT.

Modern digital service enrolment will help you:
Simplify application, onboarding and service processes.
Simplify application, onboarding and service processes.
Complete, sign and process forms with secure and compliant digital tools.
Process forms that need signing with secure and compliant digital tools.
Personalise customer communications and upsell experiences across any channel
Personalise customer communications and upsell experiences across any channel.

Transform your forms.

Learn how to improve the customer experience from the very beginning in the Digital Enrolment Imperative.
 

The Adobe advantage

Digital service enrolment, simplified.

You’ve worked hard to refine your digital marketing machine. Don’t lose your tech-savvy customers by ignoring their desire to complete enrolment and servicing forms on their favourite digital channels.

3 steps for multichannel digital enrolment and servicing with Adobe:

ENGAGE Deliver consistent, contextually relevant content across all channels.

 

ENGAGE
Deliver consistent, contextually relevant content across all channels
.

STREAMLINE Increase digital conversions with mobile-ready forms and pre-filled data.

 

STREAMLINE
Increase digital conversions with mobile-ready forms and pre-filled data.

OPTIMISE Continually measure and personalise to improve experiences and outcomes.

 

OPTIMISE
Continually measure and personalise to improve experiences and outcomes.

With Adobe, you’ll have the platform you need for forms that engage your customers on every device. And you can deliver a consistent experience by prepopulating forms with information you’ve already gathered from any channel. It makes the process easy for your customers, which means more conversions for you.

Another way to simplify form completion and approval is with electronic signatures. When you remove the cost and hassle of paper approvals with Adobe Sign, your customers can sign and approve documents wherever they are — and you can track and manage them with ease.

Be sure to take a moment to understand the efficiency of your enrolment process, too. With advanced analytics and detailed customer segmentation, we can show you where people are falling off and then help you course-correct with form improvements. Automated personalised emails also help bring distracted customers back to complete all steps in the enrolment process.

Our software lets you transform complex form and document interactions into simple and engaging experiences across web, mobile and beyond.

Find business value in your digital form transformation.

Increase conversions with simplified processes and contextually relevant and consistent experiences across any screen.

 

Increase conversions with simplified processes and relevant, consistent experiences across any screen.

Drive retention with insights from analytics and testing and personalised offers embedded in forms.

 

Drive retention with insights from analytics and testing and personalised offers embedded in forms.

Lower costs by attracting customers to online channels, reducing the burden on IT,  and automating approvals.

 

Lower costs by attracting customers to online channels, reducing the burden on IT,  and automating approvals.

 

Customer story

County in San Diego
Serving citizens with modern solutions.
It’s not uncommon for people to find interactions with their local government outdated and frustrating. But the County of San Diego makes sure every citizen interaction is convenient, secure and cost-effective. With Adobe, the county is helping people help themselves.

Susan Green

“With Adobe…we can create mobile applications to support services and rest assured that the public will have a better experience accessing them on their preferred devices.”

Susan Green
Assistant chief information officer, County of San Diego

The County of San Diego used Adobe’s help to:

  • Eliminate manual, paper-based processes.

  • Incorporate a mobile strategy for any time, anywhere access.
  • Improve service delivery with high-quality digital experiences.

  • Save time with departments making their own updates.

Serve your customers with easy enrolment.

Few things can set your brand apart like improving your enrolment process — it’s required for every first-time purchase or conversion. With integrated enrolment and servicing technology, your business can deliver consistent, relevant and compliant communications and personalised experiences. It’s time to ditch paper forms and give mobile-savvy customers the options they need to enrol on their terms.
You increase conversions with responsive mobile forms.
You increase conversions with responsive mobile forms.
You use real-time analytics to increase completion rates and personalise content.
You use real-time analytics to increase completion rates and personalise content.
You share enrolment data across channels.
You share enrolment data across channels.

Sign up for digital service enrolment.

Answer the call for digital transformation by engaging your customers in simple, yet impressive, online enrolment processes.