A disaster recovery specialist cut intake forms from 45 minutes to 15

The same details appear over and over inside one application: name, date of birth, address, case number. The work used to happen in the field. When it moved to calls, the paperwork had to move with it.

Before, he scrolled back to his reference document and copied those details across by hand, while the person he was helping waited. That is most of why a form took 45 minutes to an hour.

• The same details, over and over. Name, date of birth, address, and case number repeat through a document that can run 33 pages.
• Someone is waiting on the line. Every minute spent retyping is a minute before the next question gets asked.
• The tool at work had stopped working. Support requests on the editor his employer provided went unanswered for months.

Autofill carries the repeated details through the whole document, including a 33-page application. The information is entered once, during the call, and lands in the right field without being checked line by line.

• Fill it live. Answers land in the form as they are said, not after the call.
• Ask once, not twice. Details already captured never get requested again while the client waits.
• 33 pages, one entry. Name, date of birth, address, and case number carry through on their own.
• Signed and saved. The signature goes in, and the application comes out as one finished file.

A completed intake form takes 15 to 20 minutes instead of 45 to 60. Details are entered once and carried through, so the call itself is down to about 25 minutes.