It's no secret that, despite the digital revolution, many businesses are stuck in the old ways of using PDFs and paper forms. This old-school approach isn't just a minor inconvenience, it's a significant barrier to efficiency and customer satisfaction. The finance industry offers a stark example with 60% of paper forms submitted containing errors, leading to a domino effect of delays and frustration. It's clear that the traditional method of data collection is ripe for disruption. Enter intelligent forms, the champions of the digital world. These aren't your average forms; they're smarter, sleeker and designed to make life easier for everyone involved. By leveraging technology to streamline data collection, intelligent forms ensure that information is captured accurately and efficiently, reducing errors and saving precious time. Their benefits and advantages include:

The beauty of intelligent forms lies in their ability to simplify the complex. They eliminate the need to ask for the same information repeatedly by intelligently routing data where it's needed. As an example, a pharmacy chain needed to overhaul its data collection system for pharmacists prescribing medicine for minor ailments. The old forms process, taking up to an hour, was difficult for both pharmacists and patients. Implementation of an intelligent form helped guide pharmacists to collect the right information, check the patient’s history, provide a diagnosis and generate a prescription — all with one form in a few minutes. Without needing special training, the pharmacists could lead a high-quality dialogue with the patient that ensured full compliance and controls for patient safety. This example underscores the transformative power of intelligent forms in enhancing operational efficiency and customer satisfaction.

With intelligent forms, an enterprise can deliver a journey that’s free of obstacles that might harm brand reputation or result in a lost customer. Customers encounter a thoughtfully designed digital experience that includes personalized self-service touchpoints without compromising on compliance. Forms take less time to complete, and customers appreciate that they can complete or sign documents from any device without losing data.

Take the case of a national bank that built a universal omnichannel experience for small business customers interested in applying for a credit card online. Previously, the complex process involved visiting a branch to fill out an array of forms, which deterred potential customers right out of the gate. Now, regardless of the digital channel, a customer answers the same flow of questions in an intelligent form created by the bank’s small business team. The form resides on the website’s member portal and is branded to resemble all its other digital assets, turning a daunting task into an inviting, straightforward experience that aligns with its digital-first strategy.

Beyond the obvious benefits to customers, intelligent forms empower employees and drive productivity. Forms technology that offers low-code design makes it possible for non-technical staff to build and deploy forms in days or weeks, instead of months, without involving IT or worrying about compatibility with an existing system. Employees who are on the frontline with customers — and who know the business processes best — can generate forms that ensure the right information is captured the first time by codifying the rules and validating data at each juncture. Employees require less training, make fewer mistakes and are more satisfied when backed by a guided experience with clear communication, whether it’s a call center handling a claim or human resources onboarding a new employee.

Another good example is a major bank that wanted to consolidate its process for clients who needed to designate or change a power of attorney. The original process involved more than 40 PDFs representing various types and jurisdictions. Employees struggled to identify the correct form and accurately collect information, which often resulted in mistakes or clients needing to refile paperwork. Using an intelligent form, even a new employee can now walk a client through the right set of questions, which are validated along the way to always guide them to the correct next step. The solution saved hours of employee effort, enhanced the client experience and generated an accurate document package every time.

Adopting intelligent forms is a step in the right direction, but to realize their full potential, businesses must consider several strategic factors:

The transition to intelligent forms represents more than just an upgrade to digital; it's a fundamental shift toward a more efficient, customer-focused business model. By addressing the pain points associated with traditional forms, intelligent forms pave the way for smoother interactions, heightened customer satisfaction and improved operational efficiency. They embody the principle that technology should serve to enhance human experiences, not complicate them.

As businesses continue to navigate the complexities of digital transformation, the adoption of intelligent forms stands out as a clear step toward not only meeting, but exceeding, customer expectations. This move in the direction of smarter, more responsive forms is a testament to the power of technology in creating more connected and efficient business practices. In embracing intelligent forms, businesses are going beyond keeping up with the times by setting the stage for a future where customer centricity is not just a buzzword, but a tangible reality.