Interactive Application Communication

Overview

The Digital Application Process: A Better Digital Customer Experience

Give applicants every reason to complete the process. Consumers want to open accounts anytime, anywhere. They expect convenience and personalized treatment throughout their journey. They're quick to form first impressions. Meet their expectations with authentic, two-way digital conversations that strengthen your application process and business relationship.

Capabilities

FICO solutions offer a wide range of capabilities, empowering you to make smarter, personalized decisions, streamline operations, and improve the customer experience.

Create Flow, Not Friction

Provide simple mobile and online options to reduce typical friction points, including applicant identity verification, disclosure signing, and submission of supporting documents.

Make It Easier for Applicants

Make it easy for applicants to find out what’s happening, around the clock. Incorporate digital self-service options everywhere — from application receipt to signature reminders, document requests, contact preferences, approval status, missed payments — and more.

Better Resource Allocation

Shift agents to more complex applications and questions requiring a human conversation. Use digital communication for everything else.

Compliance Assured

Trust intelligent digital communication to automatically enforce regulatory guidelines based on application and product or service characteristics and legal jurisdiction.

What's hard to find is a truly integrated lifecycle experience within one provider. Customer Communication Services provides this to us and is integrated with our entire credit lifecycle. It's a good, seamless experience for our customers.

Senior Vice President

North American Financial Institution

Orchestrate one- and two-way digital communications that create an outstanding application experience

95

%

Of customers have a 100% automated onboarding

25

%

Increase in loan applications completed through self-service

45

%

Re-engagement of applicants who failed to return requested documents

Digital Credit Application Process: Frequently Asked Questions

FICO solutions are built on the most advanced analytic science, leveraging decades of pioneering innovation and real-world expertise.

Best-in-class solutions include a link or button in texts, emails, and in-app communications for automatically connecting to a human agent or requesting a call-back.

Digital application solutions integrate easily with other systems and often include prebuilt connectors, which means this is typically much less than a capital expenditure. Choose cloud deployment with transaction-based pricing, which drives substantial ROI.

Get a head start with solutions that include preconfigured, modifiable rules, workflows, templates, and scripts. Depending on where you are currently in the process, this can be one to six months.

Be sure you can reconfigure solution elements without IT assistance. It’s important to make digital communications smarter with additional data and analytic inputs, including machine learning.

Work with solutions that incorporate secure-the-channel capabilities and are certified under PCI DSS, PCI PSS, SOC 2, and ISO 27001.

It’s best to choose a solution with configurable compliance frameworks, embedded rules engines that automatically enforce applicable regulations, and support for the General Data Protection Regulation (GDPR), California Consumer Privacy Act (CCPA) and other legislative requirements.