Your new customer doesn't quite trust you yet...

That's why you want to be the easiest to deal with

So make sure that first impression is memorable.

Your on-boarding process is where you and your customer meet face-to-face for the first time. Make it a pleasant, gentle experience and you set a positive tone for the rest of your valued relationship; get it wrong and you pay the price.

Is there anything worse than filling out paper forms for a government body or an institution? All those tiny blocks that strain your eyes and test your patience. And all those confusing blocks and boxes; seemingly designed to scare you away. But the blood pressure really rises when you know that they already have all this information about you. And now you have to complete it all over again...

Some firms and government departments have moved to web-based PDF forms. But they are just digitized versions of the same thing. Some even let you fill out details online, but then you have the hassle of having to print the darn thing out, sign it and scan and email it back (just as the printer runs out of ink, of course). Then there is that ‘smart’ PDF, which kind of works online, but is not so smart on your mobile device; in fact it doesn’t work at all on your mobile or your rather dated home browser.

The world has now moved to the rich brilliance of HTML5. Responsive pages that adjust to your screen size, wizard-driven input that doesn’t ask you questions about your kids when you have don’t have any, or your partner’s identity number, when you are single. Intelligent interaction and background processes that go on while you are still completing the input, so you get a snappy response. Even better, your existing information pre-populated into the data input, so that you only have to update your details, not fill them in all over again. Simple, efficient 21st century technology.

When these issues are ignored by organisations that are not prepared to invest in decent customer/citizen on-boarding technology, they risk their much-valued customers voting with their feet; simply ignoring them when they see that monster form, or worse, abandoning the process altogether. Many of these organisations don’t even know why they are losing sales or that their customers hate dealing with them.

On the other hand, smart CIO’s have realised that the guys in Sales need them badly on this one. For a relatively modest capex outlay, they can smooth the take-on journey and create the right impression where it counts most; from the very outset. When it comes to the real gold - highly-prized returning customers - the firm is naturally faced with the fiercest competition at the point when the customer buys again. This is where you simply cannot afford to irritate them by making things difficult and cumbersome, or they are gone.

Evaluate offer the option of using a pre-built comprehensive on-boarding solution or a tailored solution from one of our bespoke solution partners. The choice is yours.

AEM Forms Mnemonic

Adobe Experience Manager Forms

Given the obvious importance of silky smooth on-boarding processes, when it comes to out-of-the box solutions we strongly recommend the use of Adobe Experience Manager Forms.

This state-of-the-art technology is part of a greater suite of solutions known as Adobe Marketing Cloud. This interoperable suite provides a range of capabilities across the marketing spectrum including analytics, forms, campaign management, content management, targeting, media optimisation, social and the like. Adobe Marketing Cloud was once again recognised as the leader in 2016 by Gartner in the Gartner Magic Quadrant for Digital Marketing Hubs. This technology provides the most complete vision in the industry.

Adobe Experience Manager is rated separately as a leader in its own field and is a component of this overall solution. Experience Manager Forms, in turn, provides a rich set of tools that:

  • Simplifies and streamlines the discovery of your forms;
  • Powerfully processes forms and provides personalised responses; and
  • Tracks security pre-emptively to give peace-of-mind.

We have been Adobe partners since 2005.

welcome on board with lifebouy

Bespoke Solutions

The great thing about HTML5 is that it is so flexible. Add Bootstrap into the mix and you get nice responsive pages that enable you to provide a really friendly input form that your users will love. But it doesn’t end there unfortunately. Interfacing with back-end data provides a mountain of potential challenges and there are many security issues and other complexities involved.

It is often best to go with a proven, tailorable pre-built solution like Adobe Experience Manager Forms, but the nature of your requirements may sometimes either overshoot the built-in capabilities, or undershoot them and require a simpler solution. Even when the solution is bang-on with what you need, the solution still requires implementation and detailed adaptation to your specific needs. In most cases therefore, you require expertise to optimise your process.

That’s why we have partnered with some of the finest development and consulting houses in Sub-Saharan Africa to provide you with the most secure, most scalable and most appropriate solution possible, as well as the ability to provide credible ongoing support and system maintenance. These dev teams are supported by world-class credentials and utilise the latest and most efficient methodologies to bring you a solution that is going to stand the test of time (and fussy users).

For pricing and other enquiries, or to set up an appointment, please use our contact page