Challenge

One of the services offered by Banco ABC Brasil is the implementation of billing documents for companies. The first step in the process involves gathering information such as the chosen billing type, issuance type, information submission format, among others. The problems that existed were:

• Manual Process: The use of various types of documents, such as emails and spreadsheets, was a daily part of professionals’ routines.
• Slow and Error-Prone Process: Many documents were exchanged among various areas of the bank, causing delays and file duplications.
• Unfriendly Language: The use of many technical terms such as “Duplited,” “API,” “VAN,” and “ERP,” resulting in numerous inquiries to the customer service department.

Solution

Construction of a digital form in Salesforce, fully automated, and centralizing all processes in the service implementation pipeline.

Simplification of language during the workflow, explaining technical terms for those on the front lines of billing implementation.

Results

• Reduction in billing implementation time: from 6 hours to 30 minutes.
• Error Reduction: Less time spent on corrections.
• Improved Communication: All areas will have access to the data entered in the form.
• Reduced inquiries to customer service regarding technical terms.

Problem

The billing form was a new functionality that would undoubtedly generate questions when in use. Check out the solution in the “Billing Articles.”