Adobe Experience Manager Forms Success Stories

“Integrating Adobe Experience Manager Forms into the waiver process helps us improve customer service by sending  timely, automated communications to taxpayers with the status of their requests.”

Tajel Shah, Chief Assistant Treasurer, Office of the Treasurer & Tax Collector

The Office of the Treasurer & Tax Collector for the City and County of San Francisco is responsible for collecting and managing approximately $9 billion for the one million residents and businesses within the city and county. The Office wanted to make it easier for individuals and organizations to pay taxes to reduce stress for payers and to encourage timely compliance with tax payments. Since they started using Adobe Experience Manager Forms, the Office has increased efficiencies and automation, cut costs, and is communicating more effectively with taxpayers.

“My long-term vision for Marin County is for us to become a paperless county. Adobe Experience Manager Forms was the first step in helping us offer convenient self-serve, online services for the public.”

Linda Jamieson, Applications Integration Manager, Marin County

In 2015, Marin County, California set out to engage better with their citizens and provide mobile-friendly, self-service workflows for all their services. They had struggled with costly and time-consuming paper processes. Now, though, with Adobe Experience Manager Forms, Marin County can create smart, automated, and responsive forms that allow their citizens to easily access and fill out. This has sped up their workflows and boosted reports across the board, improving Marin County’s relationship with their citizens.

“Adobe Experience Manager Forms was a major force in simplifying how we interact with customers. We can cut seven-step processes down to four steps with more control over each form. Additionally, we output completed forms to PDF, giving the customer a copy to help ensure accuracy and add a layer of hands-on service.”

Lizelle Vaughan, Program Director for Digital Experience Management, Nedbank

Nedbank may be the fourth largest bank in South Africa, but they’re more interested in becoming the most admired. And a huge part of achieving this goal is keeping up with innovation and creating hassle-free customer experiences. To make this happen, Nedbank looked to Adobe Experience Manager Forms to let customers complete forms on their favorite devices. Now, they’re seeing incredible returns, including successful forms completion increasing from 33% to 80%.

More customer success stories

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