| Situation | | | | Windows Tablet device, the credit card representative |
| A credit card company spends a lot of money | | | | entered the customer details into the application form |
| establishing point of sale facilities at airports, shopping | | | | via an e-Form. |
| centres and other areas where there is a lot of public | | | | 2. Once completed, the e-Form is uploaded to the |
| traffic. | | | | companies workflow queue marked as a high priority |
| This has been a successful strategy but the level of | | | | case |
| people signing up at the stands was not matched by | | | | 3. The representative makes the client a refreshing |
| the number of people who signed the contract when | | | | cup of coffee and a small bite to eat. |
| they received it in the mail. | | | | 4. The priority case is processed by the credit |
| The length of time that the contract has taken to get | | | | application team. Once the approval process has been |
| to the customer means that the customer has either | | | | completed, an instruction is sent to a Service Oriented |
| changed his mind or, prompted by the idea of getting a | | | | Architecture based on-demand (ad-hoc) document |
| new card found a better deal. | | | | composition system. Key data concerning the client is |
| Solution | | | | passed from the workflow system to the document |
| The company recognised that the issue with | | | | composition application. |
| conversion lay in the time it takes for mail to arrive at | | | | 5. The document composition application recognises |
| the customers home. | | | | the data and request and creates a contract that is |
| The company recognised that if it could find a way of | | | | unique to the customer, variable data within the |
| getting a contract through to the customer whilst at | | | | document also includes interest rate, customer and |
| the point of sale, then it could improve conversion | | | | account details and so on. |
| rates. | | | | 6. At the same time, the document composition engine |
| The company had existing assets within in its credit | | | | also creates a welcome letter and customer service |
| approval team that meant that acceptance of an | | | | newsletter. The documents are then collated together |
| application could be processed within a few minutes. | | | | to form a single small print stream. |
| The missing link was the ability to get data from the | | | | 7. Simultaneously, the document is sent to the point of |
| point of sale, through the credit acceptance workflow | | | | sale terminal and ingested to the document archive. |
| process in order to generate a contract and get it to | | | | 8. As the customer finishes their coffee, the |
| the consumer quickly. | | | | representative prints out the paper work and requests |
| The company solved the problem in the following | | | | the signature from the client. |
| fashion: | | | | 9. A new customer is born! |
| 1. Utilising POS data capture and e-forms on a | | | | |