Send customer COT "form"

User Story

As an operations agent, I want to be able to send the customer, new occupier or landlord a functionality which can capture all the necessary information on a change of tenancy, so that I can give them an opportunity to provide us details of the COT, and so that I record that this has been sent.

As is Process:

https://universaldocs-my.sharepoint.com/:u:/g/personal/andrew_hart_verastar_co_uk/ERIa26lIFgRArqmxayc4pjkBJLaw0DTtNLlG_-TjQo8TuQ?e=18rJx6

Value

• Provide the ability to chase customers where the customer has not returned the details of the COT.

• Provide ability to analyse customer's behavioural trends and improve forecasting of COT's.

• In March 2024, 1249 links to the DocuSign form were sent to out via the MSForms COT email form. None of which have events logged within the system. Also agents can send the link via SMS, or direct them to the website of the phone, which we don't have sight of.

• Marginal improvements in efficiency by sending the form from the system. Benefit would be inflated due to large numbers of emails being sent.

• An event logged within the system would allow the information to be fed back into the

Acceptance Criteria

• I expect that the solution can be sent to either the landlord, existing customer or new occupier.

• I expect that when this has been sent that it is logged in the system against the account/customer record with a date-time stamp and the user who has sent this.

• I expect that the above metrics can be reported on.

• I expect that the solution can be sent and completed by the customer in a physical format.