This case study shows how BMO digitized its manual and error-prone small business credit card application process. Customers previously had to visit a branch, complete multiple documents, and repeat missing information when applications were returned by the back office. Using Quadient Inspire iForms, one internal subject matter expert built a personalized application for online, branch, and call-center use without waiting for a larger IT project. The experience launched in six weeks, validated information before submission, supported rapid regulatory updates, and integrated with the new back-end system without downtime. Application errors fell by 90% and were later effectively eliminated, while processing speed, KYC and AML checks, customer satisfaction, and revenue opportunities improved.

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