Application Management
In the onboarding journeys, DIY or assisted, human slips or errors while filling out the form lead to drafting the application and sending it back to the customer for re-doing it.
This leads to increased TAT, multiple back-and-forth communication, and an increase in the number of drafts.
Allowing the back office user to edit the application data will help in
- Reducing TAT: Accelerate the approval process by empowering back operations users to edit fields, thereby significantly reducing turnaround time (TAT).
- Reduced operational costs: Fewer drafts reduce operational costs associated with application handling.
- Enhanced competitiveness: Clients can provide quicker services to their customers or respond to market changes more swiftly, improving their reputation and giving a competitive advantage.
To use this feature, we must enable the grant 'Allow user to edit the application details' in the Manage Rolesο»Ώ section of the back office portal. This grant will allow back office users to edit the details in the application.
Back office users can edit fields within the FormV2 widget by toggling the below option on the respective element.
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- Enabling this toggle would let the back office user edit this field and override the customerβs input.
- If enabled, ensure you avoid using the variable in prefilling, contract, rule engine, video verification, etc, as editing such fields in the Backops might cause disruptions to the flow.
Note: This feature can only be used for the applications in the Pending bucket.
- Go to the 'All Applications' section in Backops.
- Click on 'View Application' for the application you want to edit.
- Go to the 'Form Data' tab.
- Click on the 'Edit' option present beside the value(s) that can be edited by the back office user.
- Enter the new detail for the specified value(s).
- Click on Save.
These changes can be seen in the 'Audit Trail' section of the application, where the back office user can see both the old and the new value(s)
The existing back office portal shows all the variables data to the user including fields that are duplicates or irrelevant to the back office user.Β
Some of these fields might have been used to map the contract variables or configure the rule engine which are irrelevant or some fields might have been prefilled from other pages to conditional render. These prefilled variables are duplicates.
By configuring the fields to be hidden from the back office user, the back office's operational efficiency can be increased by allowing tailored visibility of fields, reducing irrelevant information, and streamlining processing.
Fields can be hidden from the back office users within the FormsV2 widget by toggling the below option on the respective element.
These fields can be used in the rule engine, front end, etc., but still be hidden from the back office user.
Getting help
Please feel free to contact us if you have any questions, require clarification, or have ideas for how to make the documents or any of our services better.
You can reach out to us at [email protected].