A first impression sets the tone for everything that follows. And often, the first impression an organization makes with a new client is through business documents. In industries such as healthcare, insurance, and banking, transactional documents are standard. If that experience is confusing or challenging to navigate, it erodes trust, leads to frustration, and results in errors or non-compliance. A well-crafted document communicates professionalism, care, and respect for the recipient’s time.
By following a few basic concepts and best practices, the sending organization can avoid producing confusing and difficult-to-read forms and documents. Here, we offer insights for organizations to optimize the document generation processes, boost efficiency, and enhance customer communications through effective document design and automation.
Contemporary document generation processes begin with state-of-the-art development tools. The Eclipse DocOrigin platform empowers customer service teams to create structured, responsive documents without relying on IT resources. Key features of a form builder tool include a drag-and-drop interface, template libraries, and integrations with backend and legacy systems for dynamic data population.
A robust form builder tool manages conditional logic, displaying only relevant sections to the reader. Show the recipient the information pertinent to them. All else is clutter. This action is increasingly valuable for industries with complex compliance requirements or customer groups who require specific (not general) information.
Manual document creation is prone to error and waste. Documents generated by pulling data directly from source systems reduce the risk of human mistakes and accelerate turnaround times. Tasks such as merging data into templates and triggering document creation based on a status change (e.g., claim approval, payment due) are prime candidates for automation. Workflow automation ensures that versioning is correct, and clients receive timely and accurate information, critical for a positive customer experience.
Reusable, predefined templates ensure consistency across all the organization’s documents. When everyone uses the same page layout, color schemes, headers, footers, fonts, and backgrounds, time is saved and the need for deliberation over design details is nonexistent.
The operative word here is “reusable.” Building a new template every time a department needs a document wastes time, money, and essentially defeats the purpose of “templating”. The DocOrigin platform features a template library where templates are indexed and retrieved based on the project or requirement at hand.
Generic documents are cold and impersonal, precisely the opposite of a positive, engaging customer experience. Clients respond to relevant communications tailored to their specific needs. Dynamic content is the enablement of personalization. Not just the greeting or name field, but actual content including instructions, disclaimers, contact information, and next steps, based on customer type, location, and other data points.
Even the most engaging document loses impact if it’s hard to read. A common pitfall in business communication is using overly complex language, small fonts, or dense layouts that overwhelm the reader. Three common-sense rules:
Readability is often a regulatory or legal requirement in sectors like finance and healthcare. But beyond compliance, it’s a powerful tool for building trust.
Consistency reinforces credibility. Documents following a standardized structure, tone, and branding instill confidence in the sending organization. Inconsistent document styles — a myriad of fonts, formats, or language styles among documents scream disorganization and confusion. Centralizing template libraries and enforcing brand guidelines across all channels ensures that every form, letter, or notice represents the organization with the same integrity and professionalism across all channels.
Great document design exists to make life easier for the reader. Poor document design can create fatigue and irritation for the reader or the client completing a form. Happy readers are contented customers. Review the document design from the reader’s perspective first and from the sender’s perspective second. Business document design is often an afterthought, but it plays a crucial role in shaping the customer experience. Regardless of the industry, business forms and communications are often the first—and most frequent—interactions clients have with your organization.
Eclipse’s document management software enables organizations to build and execute effective communications while lowering operating costs and ensuring compliance. An intuitive interface and no coding allow an organization to meet all regulatory requirements, handle volume variances, and meet deadlines. The Eclipse DocOrigin multi-platform is an intuitive application for creating and generating variable transactional business documents, forms, and labels effortlessly on your preferred platform.