Digital Transformation Project of the Year
In a continual quest for greater agility, companies often lean on a multitude of tools and technologies every day to speed up and streamline business processes. However, even if a company boasts the latest, greatest, and most promising software and programmes, it’s likely there’s still a certain amount of manual effort required to get work done – especially when it comes to generating and managing documents.
When the data needed for documents lives in different systems or with different users, sales operations, legal, admin teams and others have to toggle between programmes and cut and paste information. It’s bad enough that these manual efforts take so much time – but it’s a whole lot worse when documents are generated with incorrect or missing information, when updates are made to customer data that don’t get synced back to the CRM, or when the most recent versions of a document can’t be found or accessed. The result is that everything from sales quotes and contracts to invoices, business reviews, and a plethora of other documents take so much time and energy that producing them effectively kills any semblance of productivity across several teams.
Worse still, documents with errors – on top of those that take too long to produce – will negatively impact how customers and prospects think about a brand that can put a business at a competitive disadvantage. Seeking greater agility can take a company a long way, however the journey stops short without some kind of integrated automation, which pulls together people, processes, and data in one place, on one screen, with one – or two – clicks.
PensionBee – automation to reduce the risk of human error
Founded in 2014, and with 198,000 customers, PensionBee combines old pensions and transfers them all together into a PensionBee pension. With PensionBee, online access provides the ability to manage pensions online. Customers can login to their account to see how much they have in their pension, add a contribution, or transfer more pensions.
As a financial services company, PensionBee knew the impact human error could have on its business. Additionally, when PensionBee started building Salesforce, which is made up of a lot of custom objects, one of the first obstacles it came across was how the company would be able to generate documents from custom objects. In particular, the company had to be able to create documents that it could email to customers and third parties.
Conga, a leader in end-to-end digital document transformation (DDX), was deployed from the very beginning of the Salesforce process (1). As such, it became an important part of how the company mapped out its digital document processes. Conga Composer is used for document generation and was deployed to automate and reduce the risk of error-prone manual processes. Conga is used for a wide variety of document types, including letters of authority that customers must sign, so that PensionBee can ask pension providers for information about their policies, as well as letters to send on to those providers to ask for that information.
With Conga Composer, PensionBee is able to easily create, share and edit digital documents directly from Salesforce. Using pre-built templates, Conga Composer automatically creates engaging, personalised documents with a single click. Businesses can send accurate, consistent communications using data from Salesforce to elevate a brand and benefit its customers.
The benefits of Conga Composer include:
- Automation – by making document creation and processes automatic, Conga Composer eliminates manual tasks and standardises what’s being sent out, staying on brand
- Acceleration – by creating all documents faster, Conga Composer speeds up document processes and business cycles for more productive work and quick time-to-value
- Flexibility – by pulling data from any Salesforce object and creating documents in almost any format for any scenario, Conga Composer enables businesses to deliver what they want
Using ‘Trigger’ technology, Conga Composer becomes a ‘set it and forget it’ technology. Trigger creates and distributes digital documents automatically from Composer and Salesforce, without having to click a button every time. Businesses can set up a workflow for creation and delivery, ensuring that documents get to where they need to go, when they need to get there.
Tess Nicholson, head of operations at PensionBee, said:
“Undoubtedly, Conga has saved us a huge amount of time and manual work. This is particularly important in the financial services industry, as there is the risk of human error – automation significantly reduces this risk. Conga Composer has been there since day one for PensionBee – it’s the bread and butter of what we do, so it’s hugely important. It just gets on with things in the background – I don’t know where we would be without it.”