Companies update their websites, incorporate chatbots, develop mobile apps and maybe even dabble in AI. But they may be missing an obvious (and less expensive) way to improve the customer experience (CX). Transactional documents are those necessary, yet often overlooked, elements of your business–such as bills, statements, and claim forms. They may seem mundane, but […]
As the digital landscape continues to evolve, businesses must embrace change and adapt to stay ahead of the curve. One area that often gets overlooked is the management of customer communications. Cloud-based platforms have advantages over traditional on-premise customer communications management (CCM) software and highlight the risks associated with maintaining outdated on-premise systems. Transitioning to […]
Scalability issues arise when companies experience growth. An on-premise document generation system must often process increased volumes within a specific time. Even without overall growth, many companies experience volume peaks at certain times of the year. In healthcare in the U.S., open enrollment periods in the fall prompt a surge in activity. For financial services […]
As you conduct business in a global economy, it is important to recognize that English may not be the language spoken by all consumers or end-users with whom you communicate. To successfully engage with customers, whether abroad or at home, it is crucial to correspond with them in their native language and respect their cultural […]
Documents designed for an audience of one are highly effective. Organizations use the data they collect about their customers to improve future communications and boost customer loyalty. Personalization is not just about using a recipient’s name or explicitly printing other personal data. Information an organization compiles about a customer can also affect messaging and remove […]
Some organizations experience a jump in the number of documents they produce or the volume of pages they generate at year-end. Banks and credit unions, for example, may produce year-end or zero-balance statements. They may be required to produce statements for accounts that have been closed throughout the year. These practices generate extra volume they […]
In a challenging labor market, automation is a key strategy for survival and growth. Companies generating high volumes of customer-facing printed and electronic documents have traditionally relied upon on-premise solutions that require trained individuals to handle the customer communications management (CCM) production workflow. With many people retiring or leaving the industry, a new generation of […]
Most organizations create and distribute customer communications with software systems that have existed for many years. Some are decades old. Business leaders understand the value and the necessity of a digital transformation throughout the enterprise; however, their document production workflow can be a roadblock. Software developers know their customers want and need to upgrade customer […]
For a long time, customer communications systems ran in isolation. Data was extracted from databases and systems to drive the composition and production of printed and electronic documents, but without a genuine connection to CRM, ERP, or other systems upon which most businesses rely. Many of these legacy document systems still exist and they are […]
Securing approvals, especially for regulated documents, can be a long, painful process. Some organizations invest in separate software or use a third-party general purpose collaboration tool to facilitate reviews and approvals. This approach can help standardize the process and document changes. The software doesn’t always speed things up though, and may not include everyone in […]