Some background regarding our user case - we are an FCA registered neobank and often need to request information and documents from customers. Our onboarding is done automatically through third-parties however this is limited to identity document verification and external database searches.

For everything else during the customer lifecycle, such as proof of address, source of funds, and enhanced due diligence we need to request this from customers separately where appropriate. For the most part, this has been over email, however, there is always an issue with customers answering the actual questions and sending in the correct documents.

This is where Superdocu comes in, which for me was accidentally stumbled upon while looking for anything productivity-related on Wednesday and fully integrated into our process by Friday.

We can set up multiple forms for different uses, such as one for proof of address, one to ask for documents about specific transactions. Each form has multiple screens that can be set-up including one with standard inputs (i.e text, multiple choice, radio buttons), one for information, another for uploading documents and then a checklist. We can set a clear workflow of questions for customers, walking them what information we need.

These forms can be attached to 'portals', public facing URLs so that we don't need to manually add customers to the system. For us we just include the URL in our standard email template when needing information.

When customers response, each screen is clearly separated and can be approved / rejected individually, the same for each document. When a document / response is rejected we can input in a clear reason which the customer is informed about.

The usefulness of this is to reduce continuous back and forth in emails over what we actually need, especially where it relates to documents which saves us time and the customer time (especially our support staff). Customers can also see the progress of the review and are notified when it completes.

Customers have their own profile in the system so it is really easy to find them for future reference, one of our painpoints is trying to find previous responses from customers, needing to hunt through emails to find the right documents if it needed to be reviewed in future. The responses in Superdocu are all structured and organised, we can see someone has completed a review, if that has previously been accepted and assign new forms to a customer directly if needed. It is all together and fairly easy to download (exporting a customer in full would be awesome, as would encrypting it with a PGP key).

We currently use make.com for our automations, and it was pretty simple to set up a webhook to get this integration working, even without native support. Make.com seems to be much cheaper than Zapier and I find it easy to work with. When a customer responds we have this create a ticket in our JIRA service management so our team can work through easily.