The client, the notary public organization for a major country in the region, faced significant challenges in delivering a seamless customer experience. Their digital and physical customer journeys were disjointed, leading to inefficiencies and dissatisfaction among users. With increasing demand for streamlined services, the client recognized the need to enhance their operations to meet modern expectations.

Our team conducted a comprehensive assessment of the notary public’s customer service landscape, focusing on people, process, and technology elements.

We analyzed current service delivery mechanisms to identify gaps and bottlenecks, then formulated a strategic plan to transform the customer experience.

By leveraging insights from this assessment, we developed a holistic strategy and operating model aimed at optimizing both digital and physical touchpoints.

Through our strategic intervention, the client achieved remarkable improvements across key performance indicators. Process automation saw a significant boost, leading to streamlined operations and reduced manual intervention.

Additionally, the notary public service cycle time experienced a remarkable enhancement, resulting in faster service delivery and increased customer satisfaction.

Moreover, by optimizing the customer journey, the client witnessed a significant reduction in visits required to physical service centers to access and complete notary public services.