Lannebo
Effekt
Challenge
Lannebo had a vision to simplify and improve their internal processes to create a smoother experience for both employees and customers. Their previous solution for digital forms was based on a third-party system, but they wanted to take greater control and be able to create and manage forms internally. The goal was to enhance user-friendliness and ensure the forms were tailored to the organization’s specific needs, with features like visibility rules and validations to reduce the need for additional input.
They also identified an opportunity to streamline the handling of KYC forms, where responses were previously sent as PDFs and processed manually across various systems. By digitizing and automating parts of the process, they were able to create a better workflow and free up time for more value-adding tasks.
In terms of customer service, the team managed case handling through a shared email inbox for both incoming support cases and submitted forms. While functional, it lacked clear structure and overview. To support the team and create a smoother workflow, a solution was needed that provided better visibility and easier distribution of cases.
Solution
To meet Lannebo’s needs, we implemented a solution that gave them full control over their digital forms. With Sweet Forms, they can easily create and manage forms for customer cases, support, onboarding, and KYC processes – all tailored to their operations. The user-friendly Form Designer in Sweet Forms enabled the team to quickly get started and independently create forms without relying on external providers.
We also simplified the structure by consolidating several forms into fewer, broader, and smarter options. This reduced the administrative burden and created a clearer workflow for customers. Visibility rules in the forms ensure that only relevant questions are displayed, making the process more intuitive and seamless. Field validations ensure data accuracy, which in turn reduces the need for additional input.
For the KYC process, we implemented Sweet Automation as an integration and automation engine. It processes all form data and automates the workflow – from creating new cases in Sweet to updating customer information in other systems. All data integrates directly into Lannebo’s existing systems, eliminating manual work and streamlining the workflow.
Depending on the form submitted, a case is automatically created and assigned to the correct team, efficiently managed through Sweet’s case management system. This ensures that cases are immediately directed to the responsible team, providing clear oversight and enabling continuous follow-up and efficient handling of cases.
To enhance the customer experience, we added features like pre-filling forms using data from authorities, such as the Swedish Tax Agency. By entering a personal or organizational ID number, the remaining fields are automatically populated with accurate information, making the process faster and easier for customers. Additionally, checks ensure that correct information is provided, such as verifying the appropriate legal guardian, to maintain quality and reduce errors.
Results:
- Improved customer experience during onboarding
- Significant reduction in manual KYC handling through system integration
- Shorter lead times for launching new forms across the organization
- Simplified handling of submitted form responses
For our customers, this means an improved experience with greater ability to manage their own cases through a user-friendly platform. This has reduced our administrative workload while increasing customer control. At the same time, Sweet has provided us with better oversight and control over case management, as well as the ability to customize forms to meet our specific needs.
In summary, Sweet has enhanced both internal efficiency and customer interaction, making us a more dynamic organization that continually strives to improve the quality of our services and customer experiences.
Marcus Persson
Head of Back Office Customer - Lannebo
Om Lannebo
Lannebo är en fristående kapitalförvaltare med fokus på aktiv och ansvarsfull förvaltning. Med ett personligt och engagerat förhållningssätt arbetar de för att skapa långsiktigt hållbart värde för sina kunder. För att fortsätta ligga i framkant identifierade Lannebo ett behov av att effektivisera sina interna processer och stärka kundupplevelsen med hjälp av digitala verktyg.
