zapin mobile capture for banking - newgen...

ZapIn Mobile Capture for Banking

To keep pace with the ever increasing demand for real-time customer service, shifting to mobility has become inevitable for the banking industry. In today's scenario, where real-time servicing of customer requests 'on the fly' has become a norm, mobile technology seems ideally positioned to enable banks to gain a competitive advantage. Mobile solutions enable faster and improved communications between customers, field agents, and the central processing office of the bank. Adopting mobile technology can help banks enhance customers' experiences and increase productivity while keeping a check on costs, and mitigating operational risks.

Hence, Banks can use mobile applications across multiple areas like customer on- boarding (account opening, retail loan, and credit card), customer service, micro finance, collection process, trade finance to achieve real benefits at affordable price points.

Newgen's innovative Mobile Capture Platform for Banks, ZapIn, combines our expertise in the areas of Imaging, Business Process Management and Enterprise Content Management with the new age mobile technology, to offer customer service representatives, field executives, and consumers anytime-anywhere access to services on their mobile devices.

Introduction

Newgen has developed an innovative Mobile Capture Enterprise Application “ZapIn” that revolutionizes the way data gets captured. ZapIn helps business executive on-the-move, to capture customer information while he is face-to-face with the customer and instantly initiate its processing at the back-office. ZapIn is available both on Mobile phones and Tablets.

ZapIn leverages Newgen's advanced imaging capabilities to ensure high quality document images and minimal size. The captured data and documents/images are transferred to back-office via a 3G/2G/EDGE data connection, in real time. The solution ensures First-Time-Right by enforcing business rules and logic so that all key information and documents are captured accurately, eliminating any rework. Customer's initial credit checks can be done instantly in the field itself ensuring only qualified cases moveing to the back-office. ZapIn is highly secure as it encrypts all data whether it is stored on the device or transferred over the network. Only registered mobile/tablet devices are allowed to communicate with the ZapIn server, ensuring safety and security of customer information.

ZapIn – Enterprise Mobile Capture Platform

Advanced imaging capability to capture good quality document images

Image Quality Analysis and auto correction for common image issues like skew, darkness, noise etc.

Highly compressed images for faster transfer over mobile networks

Real time Integration with applications to get instant customer credit checks

End to End security including advanced access control, data encryption on device and digital signatures

Available on Android/iOS

Key Features

In today's world, the main strategy employed by banks to differentiate themselves from their competitors is to

provide a new or unique service/feature. This places the bank in a position to garner greater market share, a larger

customer base and an edge over the competition. Newgen's ZapIn is one such market differentiating solution. With

ZapIn, the bank can manage multiple processes like account opening (savings, current, salary), retail loan, credit

card, customer service, collection process, trade finance. The application can be used for a wide variety of cases

where documents move from field to back office.

Use Case Scenarios

The Field agent using the ZapIn application gets the list of all cases he needs to attend for customer on-boarding

directly on his tablet. Based on the lead information, the field agent contacts the customer, enters the application

form in the tablet and captures his KYC documents. He then uploads it to the central server to initiate the process.

The Field agent can also track the status from the ZapIn application itself.

Thus with this application banks can provide excellent customer service by instantly generating the account

number, reducing TAT and reducing exception.

For existing customers who want to apply for a new product, the field agent can fetch the customer details from

the server, capture remaining data and relevant documents and then upload it. So for existing customers, the field

agent need not enter the data again in the form. Using this application, the productivity and efficiency of the field

agent can be improved drastically. ZapIn can be used in the following On-Boarding scenarios in a bank:

Customer On-Boarding

Account Opening: A field agent equipped with ZapIn gets all his cases

in the application itself. He can meet the customer and depending on

his load, enter a few key fields or the complete form in the tab itself. He

then captures all supporting documents including the KYC documents

and uploads the case to be initiated at the back-office. Built-in checks

and validations in the form and document capture ensure that all data

and KYC documents are captured correctly at the first place to reduce

future rework. The back-office team can also send instant feedback to

the field agent in case of any concerns so that the issues get resolved

while he is in front of the customer. Field agent can track the application

status on the tablet itself and update the customer accordingly.

Retail Loan: ZapIn can also be used for initiation of the retail loan

process. The retail loan form comes with necessary rules and validations

and customer's credit checks can be done in the field itself. The ZapIn

application can be integrated with Credit scoring application and Credit

rating authority applications. The result of credit check and basic

underwriting check is communicated back to the tablet instantly. Field

agents get to know the eligibility of the customer instantly and can then

guide him accordingly. This saves a lot of hassles for the customer as

well as the bank.

Application Form

Application Form

Personal Details

Date of Birth

First Name

Last Name

Citizen

Address

City

State & Zip Code

Country

Phone No

Submit

Submit

Personal Details

First Name

Last Name

Address

City

State & Zip Code

Citizen

Phone No

Country

Date of Birth

ZapIn

ApplicationForm

Supporting Documents

GPRS/3G/WiFi

Mobile Capture ServerCore Applications

ABC Bank - Application Form

The field agent equipped with the ZapIn application can also perform

account servicing activities from the field itself. Customer requests like

KYC update, address change, debit card request, internet banking etc.

involve physical documents. The agent can capture details of the service

request, corresponding documents and customer's signature on the tablet

itself to initiate the process from the field, thereby eliminating the need

for the customer to visit the branch. A reference number is generated in

the tablet for tracking. Instantly after uploading, the back office user is

notified and the request is ready for further processing.

Account Servicing

Collections is one of the key processes and has a direct impact on the bank's revenue. ZapIn helps in reducing the

turn around time and bringing transparency to the process. Collection agents can fetch the delinquency list on the

tablet from the central server. Based on the list, the collection agent visits the customer and fetches his details like

account number, due amount, due date etc. from the server directly. The field agent then collects the payment,

enters the payment details in the form and uploads it on the server. The app allows payment collection in multiple

modes giving the user the option to pay in his preferred mode e.g. cash, cheque or credit card. The payment receipt

is generated instantly and is both mailed and printed using a mobile printer. For cheque payment, cheque details

can be captured like cheque number, cheque image and bank name. For credit card payment, credit card can be

swiped in the mobile or tablet device using mobile

credit card reader.

Once the payment has been collected, the payment

details automatically get updated in the central server. If

payment is not collected or customer is not available or

a fraud case is identified, the same can also be updated

in the system and a supervisor can check the payment

details and take required action.

Collection Process

Print Payment Receipt

from ZapIn App

Credit Card: On the same lines as above a Credit card request can be initiated from the ZapIn mobile

application. The field agent can enter few a key fields or complete credit card form in the tablet, check customer's

credit limit eligibility and guide him for the correct type of credit card. He can then capture the KYC documents

and initiate its processing at back-office.

With the ZapIn mobile application lead

management module, both lead creation

and lead assignment can be efficiently

managed. Leads can also be created from

the tablet by capturing customers' interest in

products or services that they may be

interested in purchasing. These leads can

then be self assigned to the field agents and

field agents can keep track of these leads. If

the field agent is not responsible for the

specific product the customer is interested

in, the same lead can be passed to the agent

responsible for that product.

Lead Management

Manually assigning new leads to specific field agents can be tedious. ZapIn allows the agent to assign new leads to

field agent's tablet based on specific criteria, such as geographic region, products etc. The field agent can search

leads based on location, products, date etc. and can plan his route accordingly.

Field agents can set reminders for leads and accordingly follow up with leads. They can also put comments, next

follow up date etc. thereby improving their performance and responsiveness.

About Newgen

• Leading Global Provider of Business Process Management (BPM), Enterprise Content Management (ECM) & Customer

Communication Management (CCM)

• 1000+ installations across 50 countries

• Solutions for Banking, Insurance, Healthcare, BPO/SSCs, Telecom and Government

• Credited with some of the world's largest implementations

• Innovative culture, consistent R&D investments, 40 patents

• Employee strength 1300+

• Certified for ISO 9001:2008, ISO 27001:2005 and CMMI Level3

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