Digital Billing Form

Challenge

One of the services offered by ABC Brasil Bank 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”, “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.

Services explanations

To assist new team members in the Billing department, I’ve included brief services explanations about the various types of billing that ABC Brasil offers. This helps avoid confusion and makes filling out the form easier.

In the image:
Label: Simple billing (issuing invoices that are settled in your checking account)

Label: Secured billing (issuing invoices to be used as collateral)

Technical term explanation

The acronym VAN generated questions for the sales department and support calls for the Billing Support area. Therefore, I added a brief explanation of what it means.

In the first image:
Title: How will the company send remittances?
Label: VAN (network for sending and receiving files)

In the second image:
Title: Does the company use ERP (Enterprise Resource Planning) software?

Inclusive content

In Brazil, job titles have gender distinctions. For example, “o desenvolvedor” (developer) refers to a man, and “a desenvolvedora” (female developer) refers to a woman. However, when we want to refer to an audience that includes both men and women in programming, we use “o desenvolvedor” (developer), a masculine term.

To ensure that women also identify with the job, I used the gender-neutral phrase “Pessoa desenvolvedora da empresa” (Person developing for the company) instead of “Desenvolvedor da empresa” (Developer for the company) in the bold title.

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 “Digital billing form: user manual and articles“.