Seamless Across Channels

Accessible everywhere on PC, tablet or mobile

With the increased penetration of the internet and smartphones, corporations are looking into leveraging multiple distribution channels to reach out to prospects and customers and provide them with a consistent, positive experience. The online sales of products and related services has tremendous potential, keeping the overall costs low. Papyrus Online channel meets the new demands by introducing an innovative business solution for companies to promote their online customer-centric services and dynamically and consistently win, serve and retain prospects and customers.

Business maintained applications

Online channel services can be fully managed by the business and be leveraged for product and service requests, to capture your leads and to collect customer feedback. Our solution integrates with your Website and works as an integrated part of the whole Papyrus omni-channel network - directly linked with the back office where operational users perform Adaptive Case Management.

Full integration with back office

The customer information is securely transferred to backend systems as entered, and any activity on the front-end is immediately reflected on the back side to initiate actions, connect to back-end services and provide the required data on the fly.

Integration with back office

The current information from the customer interaction is dynamically combined with the data from CRM and your other systems, as well as calculations performed on the server side to create personalized, custom-made content in the specific context of the customer – e-policies, e-offers, e-contracts, etc. – in real-time.

Papyrus Online Channel: Straight-Through Processing

Effectively acquire new customers

With an easy and fast customer access to product information, personalized quotation in just a few clicks, tailor-made proposals and online or on-site purchase, companies can now secure effective, time-efficient sales at a low operating cost.

Time efficient and effective sales fully integrated with the traditional channel

The Online channel solution is fully integrated with the traditional channel and accessible everywhere – on PC, tablet or mobile. By one definition on the server, the entire functionality can be propagated to multiple different channels, so that your customers can look at it on mobile or directly on the laptop or however they wish to interact with you. The enhanced customer experience is an incentive for clients and is used to effectively acquire customers and create new revenue.

Responsive mobile-first design (optimized for desktop, mobile and tablets)

Digital solutions defined and maintained by business teams

Online services are managed directly by the business and can provide any content and processing with a full access to the Papyrus Platform key functionalities, such as Business Correspondence, Correspondence Wizard, Case Management, Outbound and Capture - working directly through this UI. Web/Mobile user front end, rules, process and e-document templates are defined by the business without the need for IT engagement.

The Business Designer for Wizard-Driven document composition

Wizard Business Designer

Enrollment – interactive questionnaire (Wizard) with verification rules

The Online channel services enable companies to effectively engage with customers, while easily guiding them in conveying their needs. Case workers in the back office can see in real-time what customers are actually doing and can effectively collaborate and follow the customer case, track the content and interact with the customer directly from the backend via this Case Management system.

Online Business Workflow

Increased customer interactions ‘Chat’ with Notifications to CRM and Lead management

Customers can open direct communication to your workforce and receive the support instantly via live chat. All self-service customer actions are automatically recorded and can issue instant notifications for your sales force to take action and create new business opportunities.

Online chat user and clerk UI

Access to claims management process, upload evidence

In claims situations, customers and agents have direct access to quotation tools, policy conditions, claims management process and can upload relevant evidence to speed up the claims process in the corporate back office.

Online claims user and clerk UI

Social Channels Integrated – Twitter, Facebook, Linked-in
Chat/Capture/Respond

Social Channels Integrated

VOIP Integrated – make calls when working in a case

VOIP Integrated

SMTP Integrated: Send and receive emails when working in a case

SMTP Integrated

Enhanced customer experience engaging through Omni-Channel

The information is delivered to customers via omni-channel communication that works across departments and channels directly to your Website, to mobile device, per email or any other digital communication channel and/or print. In addition, all communication and data becomes automatically part of the customer case - on the spot visible and accessible to your workforce and stored for future use, auditing and/or reporting

E-policy/e-loan/e-offer with digital signature in real time and fully integrated with the traditional channel.

Online Customer On-boarding with digital signature

By embracing the Online channel and omni-channel communication, companies are empowered to effectively engage with customers and provide high quality of service through the consistent targeted communication in real-time with enhanced customer experience based on a 360-degree view of the customer and consistent messaging across WebPortal, e-mail, mobile, social, chat, phone, fax and print - inbound and outbound.

Full integration with WeChat

Your corporate band on WeChat. A new and powerful way to interact with your customers.

800+ Million users in the world use WeChat and can now leverage the powerful Papyrus platform to access cross industry business applications in the WebChat channel.

WeChat with Papyrus: Request ad-hoc statement

WeChat with Papyrus: View your statement or any other document

Papyrus capabilities include:

• Send promotions and campaigns
• WeChat as the preferred output channel
• View your statement or any other document
• Request an ad hoc statement
• Request new product or service information
• Ask your questions
• Request an ad hoc offer
• Enroll products
• Close a loan contract / sign digitally
• Open an account
• Upload a claim
• Calculate the premium

The options are limitless ...

WeChat with Papyrus: Request loan terms

WeChat with Papyrus: Submit personal data

Enterprise wide Collaboration

A single view of all activity across all business value streams. In the customer engagement cycle alone there are many value streams, where your company provides value to the customer – from creating and running promotions and campaigns to providing highly personalized offers, policies, contracts and invoices. Value streams also include customer and employee onboarding, handling personal data changes and claims, up-selling, cross-selling and much more.

Single View of Customer

A value stream typically starts with an incoming request – this can be a digital request via email or a request filled out in Facebook Messenger or any other request that is incoming via your portal, mobile app or any other channel, including a printed letter. You need to be open to all these channels and provide smart, engaging experiences with interactive forms, videos, live chat and chatbots, wizards and any other means to help customers quickly navigate and enter data, photos, documents and information you need to successfully deliver value.

As everything is running in real time, automation and AI-support are indispensable. This technology will help you automatically process, extract, evaluate and transmit customer information in any format from anywhere to anywhere in order to immediately start handling the request and stay up to the task.

Customer requests can be handled in an automated way, or they may require human judgment and tapping into the knowledge and expertise of your employees and teams who have the right skills, availability and authority to handle specific types of requests. Work does not need a predefined flow, it requires clear goals and authority assigned to a specific performer.