The Manage Customer Circumstance Microjourney™ provides a framework to support complex flows, in which customers can report rare events that require exceptional handling. For example, COVID19, storms, or other natural disasters that can impact a customer’s ability to repay their bank liabilities.
Customers have several options to submit the required information, to make it as easy and empathetic as possible. They can securely upload the required documents through a web self-service portal, through a branch contact, or they can mail the documents to a back-office. Additionally, customers can extend this Microjourney to add extra steps for processing the request.
The following figures show the Manage Customer Circumstance workflow in the Web self-service channel and the Interaction Portal: