Credit Application Processing with PaperTrail

Introduction

PaperTrail has provided a robust Electronic Content Management (ECM) system to support business-critical processes for many years.

Through our sophisticated solutions we offer our Valued Clients leading edge document solutions with the aim of achieving our goal in providing collaboration, flexibility and agility achieving both cost and service benefits for our clients.

PaperTrail Features allow for the ability to easily and automatically manage Application processing such as Credit Applications, Loan Applications and other 3^rd Party Applications.

The ability to integrate with 3^rd party Client Facing Systems and processes such as Web Forms / Mobile Solutions as well as internal 3^rd party Systems utilised to assist in making the application process seamless.

With the inclusion of PaperTrail’s Esign tool set as well as the Document Assembly Module, the Application process can be handled end to end in a completely paperless process for your Customers as well as your internal processing departments.

In the PaperTrail Processing Module, Applications are received automatically via a number of methods, email imports, XML, CSV and other data transfer methods. These Applications are then in turn automatically allocated to the relevant teams/department and can be facilitated in the following ways :

Queues
Round Robin
Specific User Allocations
Group Distributions

By using PaperTrail’s Distribution methods you no longer require an individual/s to monitor inbound emails, identify tasks and distribute manually, thereby speeding up the time it could take to begin actioning an item for your Customer.

PaperTrail provides the ability to action and manage your team and tasks :

Instant visibility on the number of items received at any given time
View incomplete/pending tasks
Escalate items based on your clients SLA or your own KPI’s
Report on Completed Tasks
Report on Escalated Tasks and instantly manage these tasks real time.
Redistribute your items to your team based on workloads / volumes on an adhoc basis.
Provide and Manage Incentives with your team based on tasks completed as well as time taken to complete tasks.

Escalations and Redistribution of Work

Using PaperTrail’s Workflow engine you are able to Escalate Tasks to Management or Distribute Work to other teams/divisions within your organisation. These escalations or redistributions can be performed on some of the following criteria which are configured in accordance with each PaperTrail Customers KPI/SLA’s and can be configured per type of request/department etc.

Time that an issue was logged
Type of Request received
Duration an item remains ‘unresolved’

Client Communication

PaperTrail with its robust Email Management tool, allows the user to communicate with their clients via email by either using the ad hoc email tools or PaperTrail’s automated email messaging system. The user will also have the ability to upload and attach supporting documentation to email correspondence with their clients.

In this way you can automatically update your clients upon receipt of an email as well as provide regular updates as the resolution progresses to the finalisation of a task.

Reporting

The ability to report on the status of client requests is imperative. No longer do you need your team to create and manually update spreadsheets of the tasks they are currently working on.

PaperTrail will automatically create reporting data both during and after tasks have been completed.

Examples of some reports

Current items received but not yet actioned
items currently ‘in progress’ per ‘user’
Items not yet actioned where the ‘KPI’ is = ‘x’
Items completed per ‘user’ in a specified date range
Items received per ‘client’ in a specified date range
Items completed for all clients where ‘type of request’ = ‘x’

Benefits

The benefits of implementing this type of solution is to streamline business processes and create transparencies in the process as well as the improvements for ‘Real Time Reporting’ and ‘Post Process Reporting’

Written by: Gabriella Agliotti

Project Management Consultant at Egis Software