LIGHTICO AND COVID-19 Our Commitment: Full Business Continuity Through The Pandemic

Empowering our customers and their communities to quickly lead in the ‘new normal’

A note from Lightico’s CEO

I founded Lightico after 17 years of helping hundreds of businesses improve the way they service and sell their customers — with a strong emphasis on CX and simplified customer journeys. I’ve done this in several roles, and from many angles including effective interaction management, compliance assurance and customer experience.

Since the coronavirus began, I’ve had dozens of conversations with executives, middle managers, and operational employees to better understand their challenges with the new remote consumer. In parallel, I listened to, and analyzed, thousands of interactions in order to understand how consumers are experiencing their new remote reality. Our company was built to improve these digital interactions for businesses and their customers, but the crisis created a unique obligation to fill any remaining gaps.

Even today as lockdowns have been lifted in many jurisdictions, the coronavirus has transformed consumers’ attitudes towards in-person interactions and retail visits. Consumers want to be less dependent on in-person visits, and enjoy the convenience, ease, and of course safety of remote interactions. As a result, businesses need to keep consumer and business life going by enabling safe, remote, and intuitive transactions. Here at Lightico, our all-in-one platform is helping B2C companies to switch to all-digital contracts, forms, documents, payments, ID verification and more to ensure the safety of end-customers and employees, and keep the wheels of business running.

Our goal, both during the pandemic and beyond, is to simplify your customer-facing interactions — making them easier, more digital, and accessible anytime and anywhere — directly from customers’ mobile phones. We’re here to take care of you, so you’re better equipped to take care of your customers. That’s our promise and our commitment.

To your health and success, Zviki Ben-Ishay

How Lightico Has Ensured Business Continuity During COVID-19

Banking

The coronavirus has unfortunately led to a financial crisis that is spurring new loan requests, loan deferments, and refinancing. In addition, the usual banking activities must go on. Lightico has ensured that banks can continue to serve their customers in a timely way completely remotely.

  • Expediting emergency loans: From digitizing loan applications to digitizing PPP loan forgiveness forms, our customers can quickly serve their retail and commercial customers.
  • Powering safe drive-through banking: Our eSignature, digital forms and documents submission make drive-through banking faster and easier.
  • Servicing by text message: We enable the financial sector to serve all customers from anywhere – all they need is a cell phone and SMS.
  • Real-time ID verification: Prevent fraud while staying safe. Customers no longer need to show up at the bank branch to get authenticated. They can simply take a photo of their ID and a selfie, then send it via a secured mobile channel during a call with an agent.

Don’t just survive but thrive during Covid:

33
%
Faster
Onboarding Process
67
%
Lower
Abandon Rate
25
%
Increased
Conversion Rate
Auto Finance

Growing numbers of customers are struggling to repay their auto loans on time, and lenders are working hard to accommodate their needs. We’re here to make sure existing borrowers can access financial relief, and new loans can get processed quickly and efficiently––all during a single remote transaction between the borrower and lender.

  • Remote loan origination: Convert clunky application forms to easy-to-fill mobile-friendly eForms which can be signed on the spot with a simple eSignature.
  • Remote servicing: Allow customers to apply for car loan deferments and refinancing without leaving their homes or submitting physical paperwork.
  • Simplified stip collection: Instantly collect missing information such as proof of income, proof of address, driver’s license and financial statements in seconds via the customer’s phone camera.
  • Real-time ID verification: Auto loan fraud is on the rise during the pandemic. We allow lenders to simplify their KYC and reduce fraud risk with instant collection and verification of ID & supporting documents—as easily as taking a selfie.

Don’t just survive but thrive during Covid:

 

 

Insurance

Despite the coronavirus taking a major hit on people’s personal finances, consumers are shopping for insurance like never before. Yet a Lightico survey found that only 34% of insurance customers were able to easily communicate with their insurers during the pandemic. We’re here to change that.

  • Selling health insurance: Whether it’s for Medicare enrollment season or regular health insurance, we’re helping insurance providers onboard new customers safely and easily.
  • Selling P&C insurance: Consumers are more likely to purchase the P&C policy they need if it can be done ina
    frictionless, low-touch way — like our mobile interface offers.
  • Processing claims: From the FNOL to the final settlement, we make it easier for insurance companies to expedite the
    collection of claims forms and documents, 100% remotely.
  • Real-time ID verification: Fears of coronavirus-related insurance fraud are widespread. We allow our customers to simplify
    their KYC and reduce fraud risk with instant collection and verification of ID & supporting documents — as easily as taking a
    selfie.

Don’t just survive but thrive during Covid:

85
%
LowerAverage
Time to Settle a Claim
60
%
Reduced
Touch Points Per Policy
15
%
Increased
Customer Satisfaction
Healthcare

As concerns about COVID-19 continue to linger, patients and doctors are eager to continue treatment for unrelated illnesses while avoiding unnecessary in-person visits. We are honored to provide services to medical practitioners to keep them focused on health, and remove the burden of paperwork.

  • Remotely collecting patient information & approval: Remote patients often don’t have ready access to traditional channels. Eliminate the need to print, scan and handle documents and enable patients to easily fill and sign forms, agree to disclosures, and securely provide supporting documentation and payments straight from their cell phones for a seamless, simple experience. 
  • Ensuring compliance and protecting PHI: The privacy of patients is always a priority, even during a pandemic. Provide an easy and compliant way to collect sensitive patient information with HIPAA-compliant eSignatures and mobile eForms which automatically encrypt form data, guaranteeing the privacy of patients’ health information and making sure PHI stays secure. 
  • Improving staff effectiveness: In many areas around the world, hospital workers are overwhelmed with COVID-related cases. The last thing they need is to waste precious time and energy on paperwork. We help physicians and healthcare staff free up their administrative burdens and focus on their patients by automating the collection of provider agreements, medical director agreements, resident onboarding, and physician CME exhibits.

 

Don’t just survive but thrive during Covid:

 

33
%
Faster
Turnaround Time
60
%
Fewer Touchpoints
Per Patient
100
%
Secure
& Compliant
Call Centers

Call center agents have gone from working in physical locations to working from home, in some cases jeopardizing compliance procedures. We’re helping call centers maintain the highest levels of safety––and security––independent of location.

  • Allowing WFH agents to collect payments securely: Working from home continues to be the safest way to prevent the virus from spreading. But compliance is typically a concern. Our customers have access to an intuitive PCI-compliant solution that’s well suited for today’s WFH call center agents. It works by allowing call center agents to request payments from customers in real-time via a secure mobile environment: the whole process can be completed via text message link that keeps customers’ credit card information secure. 
  • Remote sales: Sales teams can share product images with customers via their mobile phone in a “visual cart” to review orders in real time, accelerating time to sale.
  • Remote servicing: With real-time co-viewing of documents, agreements, and bills, agents can resolve issues faster, reduce customer frustration, and minimize agent callbacks. 

Don’t just survive but thrive during Covid:

 

33
%
Faster
TAT
25
%
Increased
Completion Rate
40
%
Reduced Time to
Collect Documents
Telcos

The surge in online education, remote working, telehealth solutions, and video conferencing during the pandemic means that consumer dependency on devices is at an all-time high. Telco companies have a huge opportunity to cement their customers’ loyalty at a time when they are counting on telcos for a wide range of essential activities. 

  • Simplifying compliance: Consumer and employee stress levels are already running high. We help you replace stress-exacerbating, time-consuming agent scripts with instant acknowledgments of the offer summary and terms & conditions with a single click. 
  • Accelerating contract signups: Financially-squeezed consumers may already have doubts about signing up for or renewing telco services. Streamlined, end-to-end remote contract management from a single touchpoint makes customers more likely to say “yes” if they are on the fence about purchasing. 

 

Don’t just survive but thrive during Covid:

 

35
%
Higher
FCR
25
%
Reduction
in AHT
15
%
Higher
NPS
Legal Teams

The legal industry has taken a hit from the pandemic, with perhaps the exception of labor law and insolvency law, which have found growing interest during the crisis. Courts in some cases are suspended or at risk of being suspended, and face-to-face meetings have declined steeply. We’re here to help overcome this gap.

  • Qualifying leads efficiently: The coronavirus has made it harder for remote teams to handle mountains of paper forms and bulky PDF documents—especially for personal injury, class action and mass tort where speed-to-sign new qualified leads is critical. Lightico’s mobile-friendly intake forms are mapped with intuitive logic to quickly qualify leads for eligibility.
  • Removing onboarding bottlenecks: Entire new client onboarding processes can be completed remotely via the customer’s cell phone. Collect retainers, documentation, ID, eSignatures and payments in real-time, without the need for faxing, overnight mail, waiting for emails, or in-person meetings.

Don’t just survive but thrive during Covid:

85
%
Faster
Turnaround Time
43
%
Higher
Completion Rates
15
%
Reduced
Costs

Find out How Lightico Can Ensure Your Business Continuity