The stakes are high for customer service teams: Making your customers happy through consistent and timely service pays off, leading to repeat purchases and a higher customer lifetime value (CLV). In fact, 88% of customers worldwide say that good customer service makes them more likely to make another purchase from the same company.
One way to achieve stronger customer service is to turn away from manual document generation and processes—which are often riddled with inefficiencies that cause delays and errors, impacting customer service success—and turn toward business process automation.
With a process automation platform and automated document generation, you can connect to your single source of truth (SSOT) tools like a CRM or knowledge-base system and automate tedious, time-consuming, repetitive tasks like data entry and document generation. This allows your reps or agents to focus on more valuable tasks, like collaborating with colleagues in IT and billing to solve complex customer issues or analyzing customer feedback.
“It’s about setting up your team to do their best work while automating manual work to get things done for customers faster,” says Michelle Tanner, Product Marketing Manager at Nintex.
With automated document generation—especially when integrated with platforms like Salesforce through tools like Nintex DocGen®—you can significantly improve consistency, accuracy, and timeliness to increase customer satisfaction.
Let’s look at how this works.
Enhancing consistency with automated document generation
Even the best employees make mistakes. They might intend to include certain payment terms on an order form—but forget. Or, they might promise to create a form for a customer by the end of the day—but then other tasks and impromptu meetings arise, shifting doc gen to the back burner.
With errors like these, manual document generation often leads to inconsistencies, especially in repetitive tasks like creating order requests, shipping labels, or contracts. Those inconsistencies result in employee confusion, delays, and often, unhappy customers.
With automated tools like Nintex DocGen®, you ensure that every document you generate adheres to the same templates and, with automation, gets pushed out on time. This reduces potential errors and ensures consistency across customer communications.
For example, say you use Salesforce as your customer relationship management (CRM) platform. Using Nintex’s Salesforce integration, you can automatically generate consistent documents and contracts. Nintex automatically pulls the relevant data from Salesforce, applies the correct templates, and formats the documents accurately so they are ready to deliver.
The result is improved consistency and reliability, allowing your customer service teams to build client trust.
Car company scales productivity without added headcount
California-based automotive company Cartelligent was bogged down in paperwork. Their employees had to manually correct thousands of service agreements before sending them to clients.
Eager to automate document generation, Cartelligent quickly zeroed in on Nintex DocGen® for its data merge functionality and intuitive user interface (UI).
The first document Cartelligent designed and automated with the platform was a new and improved customer service agreement. With DocGen, they could ensure that the agreement had its essential components and effortlessly route it to the client for a signature via Nintex’s DocuSign integration.
With the customer service agreement template created, the company built four more document packages for the Sales team. And now, more than 90% of the company uses DocGen in some capacity to make their jobs easier.
Improving timeliness with seamless automation
Manually generating documents can be time-consuming when you have one customer. But when you have dozens or hundreds, each with multiple requests or orders, things can get complicated fast. As a result, your reps might respond more slowly to customer requests, affecting overall service quality.
That’s where automated document generation shines. It enables you to rapidly create and distribute documents, minimizing delays and ensuring that customers receive the information they need promptly.
For example, when a customer service rep needs to send out a work order or issue ticket, Nintex DocGen® can automatically pull the necessary data, populate the template, and send it out via email or an e-sign service within minutes. Other common documents, like shipping labels and order requests, are equally as quick and easy to generate and send.
Faster document generation gives customer service teams more time to focus on revenue-generating activities and other critical tasks. As a result, you save them stress and increase employee productivity and customer satisfaction.
Fintech startup efficiently processes 100,000 contracts a year
Cloud-based lending platform Blender provides credit and financing solutions to more than 60,000 customers. As a fintech, the company has a technology-forward vision that aims to eliminate all manual processes.
To manage and automate contact creation, the company integrates Salesforce, its core banking platform, with Nintex DocGen®. With this setup, they can generate all contracts directly within Salesforce. Since the contracts are digitally configured, routed, and completed using automated workflows, Blender can efficiently process 100,000 contracts annually while maintaining a lean team of fewer than 50 employees.
Ensuring accuracy and compliance with automated document generation
A small mistake, like a transposed number on an order form, can create a big hiccup in your workflow. An omission, such as forgetting to include a legal disclaimer, can, too.
Inaccurate documents due to errors like these can result in compliance breaches, legal challenges, and a damaged reputation.
With automated document generation, you create documents from pre-approved templates and data, ensuring that all information is accurate, up-to-date, and compliant with regulations.
“With document generation, you’re setting yourself up to avoid future problems,” Tanner says.
For example, Nintex DocGen® allows for a one-time setup of document templates that your legal team can review. Then, you know that all subsequent documents created from these templates meet legal and compliance standards.
This process is also helpful in creating documents like statements of work (SOWs), purchase orders (POs), and contracts. Your attorney can check for the necessary terms and conditions once and then have the peace of mind of knowing that legal protections are in place each time it gets sent out.
The bottom line? By automating the document generation process, companies can reduce their risk of errors, ensuring that every document is accurate, compliant, and ready for use.
Brewing company stays compliant with doc gen and automation
Craft beer maker New Belgium Brewing Co. faced a tough deadline: they only had five months to develop a compliance system to adhere to the California Consumer Privacy Act (CCPA). Failure to do so could mean facing hefty fines.
With Nintex, New Belgium Brewing created a solution in just one month. The streamlined solution standardizes and automates how they handle privacy requests from California customers, so the company can meet those requests twice as fast as the law mandates.Let’s take a closer look at how that works:
- The company created a form using DocGen on Nintex Workflow Cloud that allows consumers to ask what personally identifiable information it keeps on them.
- Once a customer submits that form, the data gets stored in SharePoint Online, and a workflow routes the request to each department.
- A representative from each department looks in their database and sends in their response.
- The consumer then automatically gets sent an email that lists the stored information and allows them to request its deletion.
- Once the customer replies, the workflow routes their request to each department to take the appropriate action.
- A confirmation email is sent to the customer for reassurance.
Done manually, orchestrating this cross-functional process would be time-consuming and frustrating. With Nintex DocGen® and automation, it’s seamless. Plus, each step is captured by Nintex automatically, stored in SharePoint, and immediately available in case of an audit.
Empowering the best customer service with Nintex
Investing in automation isn’t just about efficiency. It’s about empowering your team to deliver the best possible customer service by removing manual bottlenecks and allowing them to focus on what truly matters—serving the customer.
With Nintex DocGen®, you can easily create forms like order requests, shipping labels, contracts, work orders, purchase orders, issue tickets, and more. Just create a template—and get it approved once—and it’s good to go each time.
Reach out for a demo to learn how Nintex can save your team time on repetitive tasks so they can offer better customer service.
