A VoIP company centered on providing phone systems for small and mid-size businesses needed a more efficient way than traditional hard copy forms to establish new customer accounts and transport traditional phone numbers to their VoIP service.

1. Succeeding with LincDoc …
Greatly enhancing the customer experience with a true electronic forms process for a
unique VoIP company
At a Glance
Scenario
A VoIP company centered on providing phone systems for small and mid-size businesses
needed a more efficient way than traditional hard copy forms to establish new customer
accounts and transport traditional phone numbers to their VoIP service.
Decision
LincDoc Enterprise Edition (LincDoc EE) became the Company’s solution of choice because
it creates simple forms with fields and instructions that are clear to multiple contributors;
compliments high-level business processes; provides strict version control; designs
attractive, branded documents; is Web-based; empowers true electronic signatures; and
demonstrates a remarkable cost-to-benefit value.
Results
 Dramatic improvement in central business process
 Entire forms process streamlined and consistent
 Sales cycle made significantly shorter
 Forms process reflects technological sophistication of company
 Simplified and explained vague industry jargon on forms
 Form version control challenges solved
 Electronic signature acceptance where needed speeds form approval
 All customer-facing forms branded with company identity
The situation
The Company’s pre-LincDoc forms process involved hand-written information being
collected and approved by/from internal staff, a regulated telephony carrier partner, third-
party telecom companies and customers. The forms facilitated the transport, or “porting,” of
an existing phone number from a traditional carrier to the Company’s VoIP service.
For each type of number, whether fax, landline, or toll free, a separate form was needed.
In order to be properly ported, each form (number) requesting transfer needed to be
approved by the customer’s existing traditional telecom vendor. This entailed many manual

2. form-handling steps (re-keying of changes, printing, scanning, faxing) for EVERY FORM
between multiple business parties. Every form also needed to be physically hand-signed.
Since every customer often had many numbers to port, form frustration from vendors, staff
and customers grew quickly.
What wasn’t working
The manual forms process perpetuated an array of productivity issues.
Beyond the surface-level issues caused by multiple versions of the same form being e-
mailed between many parties, customers’ handwriting was often the cause of critical data
being entered into company systems incorrectly, as it required manual re-keying, which
only introduced an additional opportunity for error.
When submitted to the customer’s existing telecom provider for porting authorization, a
form could be rejected based on incorrect information, thus causing an extended delay to
recollect the information and ensure it is correct in every system instance. Since many
customers required many forms, an error spread quickly. Plus, a ported number meant lost
business to the traditional carrier, a reality that seriously reduced tolerance for error.
Account setups also needed a copy of a current phone bill. This meant scanning and sending,
or faxing, a separate document that was essential to the process but not automatically
integrated into the specific customer’s porting process. Phone bills could get physically lost
or associated with incorrect accounts.
The Company was also using forms with service partner’s brand. And, since every form
existed individually, the Company’s need to package them as a single document was
compromised.
Why LincDoc?
Targeted data collection
LincDoc EE eliminates “form intimidation” with highly intuitive clean layouts, field names
and content areas that ask and collect only what is needed, leaving nothing to
interpretation. And, critical attachments can be uploaded and merged with the final
document. Forms are completed quickly and submitted with only what you need.
Version control
LincDoc EE delivers only the most recent version of the document you need, eliminating the
spread of incorrect data and instances of redundancy.

3. Digital signature integration
LincDoc EE truly automates a transaction process with simple integration of digital
signature technology. Sign, scan and insert is a thing of the past.
Advanced business logic
LincDoc translates company-specific processes into data collection and document assembly.
It intuitively connects related content, packages common forms and provides support
before you need it.
Results
Hours of time saved per new account
Number portability forms are completed and approved exponentially faster than within the
previous process, strengthening the company’s primary business function. Customers no
longer hand-write critical information. Form content is no longer manually re-typed, digital
signatures are used where applicable and all number porting requests (fax, landline, toll-
free) are intrinsically linked.
Separate documents now streamlined
Customers can now upload their phone bill directly to the LincDoc EE-created form, linking
it eternally with that customer. It also auto-generates a fax cover page for the customer with
the corresponding account information to ensure association with their account. And, all
related forms are collected automatically as a single document.
Enhanced customer experience
Collecting what’s needed takes only a few steps, allowing small business customers to
greatly reduce time away from their primary business to set up phone services. Confusing
industry jargon was replaced with clear field titles and automatic help prompts.
Improved customer data integrity
LincDoc EE documents ensure form accuracy so all customer data being integrated with the
Company’s CRM system will demonstrate long-term business value.
More Information
LincWare , LLC
www.lincware.com
sales@lincware.com
585.563.1669