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Pain Points Summary Go Digital Workshop Pre-Work (2 Access (2.6 Single…
Pain Points Summary
Go Digital Workshop Pre-Work
8 Requests
8.3 Self Raising
8.3.3 Debt Restructuring
8.3.2 Due Date Change
8.3.4 Equity Transfer
8.3.5 Collateral Substitution
8.3.6 Insurance Phone Numbers
8.3.7 Bid Information
8.3.9 Other Information
8.3.1 Online Payments
8.3.8 Contract Extension
8.2 Trigger Workflow
8.2.1 Automatic Actions Based On Predefined Rules
8.2.2 Automatic Activity Distribution
8.2.4 AI to Classify Customers
8.2.4.1 Belligerent
8.2.4.2 Good Payer
8.2.4.3 First Contact
8.2.4.4 Other Classifications
To Facilitate Customer Support
8.2.3 Status Tracking
8.1 Navigation
8.1.1 Personalized Menu
8.1.2 Easy Interfaces (simple or guided)
9 Documentation
9.1 Contract & Other Documents Download
9.2 Digital Delivery (e.g. Proof of Residence)
2 Access
2.3 Single Sign-On
2.6 Single Access Point
2.6.2 Regardless of product (e.g. Consorcio, Retail Loans, Insurance)
2.6.1 Regardless of company (GM, GMF)
2.6.3 Regardless of phase (e.g. Collections)
2.6.4 Regardless of number of contracts (fleet customers)
2.4 Authentication to perform contract changes using password as a signature (e.g. Credit Card, Bankline)
2.2 Simpler Registration and Password Recovery
2.5 Biometrics (face, fingerprint, etc)
2.1 Admin Access (for testing in production)
5 Chat
5.2 Web Chat
5.1 24x7 Virtual Assistant Robot
5.4 Whatsapp
5.3 Messenger
1 Information
1.4 Contract / Quota / Group (Consorcio) Details
1.5 Collection Agency
1.6 Lien Release Status
1.3 Integrity (customer and GMF shall see the same data, online)
1.2 Multiple Languages (EN/ES/PT)
1.1 Important Things First (e.g. next due date)
6 Multichannel
6.3 Web
6.4 App
6.2 Mobile
6.1 Desktop
3 Sales
3.1 Personalized Offers (e.g. Insurance)
3.2 Allow Online Contracting (e.g. insurance)
7 Reports
7.1 Unique Database
7.2 Cross Multiple
Distinct Universes
4 Proactive Actions
4.1 Notifications (SMS, Push Notifications)
4.2 Adhoc Customer Research