Do You Struggle Because of the Current State of your Document Systems?

Ed Worsfold

 

Communicating with customers is not as easy as it used to be. Between innovations online, adoption of mobile and social media, and continued dependence on traditional print and mail, the customer communications landscape today is more diverse and complex than ever before. It’s a multi-channel marketplace, making the job of Customer Communications Management (CCM) an ever-growing challenge.

Status Quo is Not Good Enough

Organizations struggle with CCM due to the current state of their customer communications systems. Making even the smallest change on an account statement, for example, can take weeks or months. Often, multiple departments and multiple systems are in place for different aspects of customer communications each with its own distinct process and requirements that takes time, resources and specialized expertise. Strategies and investments in one area, such as customer statements, for example, may be planned for and implemented in isolation from other customer-facing communications in areas like marketing, compliance or customer support.

Manage Content, Not Complexity

Companies that continue to rely on legacy computing systems that are siloed within arcane IT departments find it difficult, if not impossible, to appropriately respond to shifting demands of CCM. Marketing teams and business units that are un-empowered, or who must rely on makeshift homegrown approaches, are quickly falling behind. Overly complex systems that fail to support the rapidly evolving needs of customer communications management are an Achilles heel for even the most sophisticated enterprises.

Customer Communication Needs

Companies are looking to leverage data analytics and customer content in ways that allow them to be more responsive to customers and make better business decisions. One way is by executing effective, relevant, targeted and timely communications to customers. But it’s more than just print; successful organizations work to optimize a set of related cross-channel interactions that, when added together, make up an individualized customer experience. Organizations today must:

  • Deliver effective and efficient communications to customers
  • Execute 1-to-1 communications with customers
  • Manage messaging across customers, channels and time
  • Maximize their reach and probability of behavior change 

Moving Forward 

This is the year that organizations demand a new level of document agility and system response in order to meet the evolving demands in the market. The good news is that at Messagepoint, we are experts in customer communications management. Our innovative technology, award-winning designs and cutting-edge consulting services have been used by some of North America’s most successful brands. Our mix of detailed technical know-how and real-world marketing expertise is unique in the industry. 

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