Why automate the Customer Communication process?
- Information Security – Data breaches are all too frequent public events, and risk to a company’s reputation can be mitigated through automation. HIPAA and PCI-DSS regulations inform improvements to process, security and data access.
- Economy – The cost of producing and distributing customer communications has grown significantly, today representing as much as 30% of the total cost of maintaining a customer. Automation can reduce the costs of customer communications.
- Business Process Integration – By automating customer communication you gain process visibility, the opportunity for just-in-time intervention, better informed customer interactions, resulting in improved quality of customer engagements.
Approaching the challenge
Take inventory. Consider system-generated communications as well as user-generated correspondence. Systems that support all input sources, new and legacy applications, and a range of distribution channels will help accelerate deployment and reduce long term maintenance. Centralizing these processes will make it easier for companies to comply with regulations and take effective action. Look to opportunities to create standardization.
Evaluate new opportunities. Advanced technology, like color inkjet and dynamic enveloping systems can help streamline the “back-end” processing of communications and help standardize and improve the ability to create messaging. Postal optimization can yield reductions in returned mail, more timely delivery, and reduced costs. Systems that can readily integrate with these new technologies, and report on communication transactions will help companies make the transition more quickly and gain the return on investment.
Create new services and business value. Creating a centralized process for customer communications can offer new opportunities. Business users can gain control over distribution with opportunities to quality check output prior to distribution and pull documents. Customer service operations can be optimized around mail drop dates. Customer communications can be uniquely identified and tagged to enable better status reporting, and late intervention. Systems that enable business users to play an interactive role and support customers in real time can improve customer satisfaction and retention.
Create a center of excellence. The communication life cycle begins with line of business information systems, crossing through IT, administrative operations, and call centers. Companies that recognize the value of improving their customer communications process will develop a shared service model built on a solid technology foundation. Operations that process and distribute communications today need to reinvent themselves as customer communication services providers.
The “factory” in Enterprise Communication Factory
Sefas developed the concept of the Enterprise Communication Factory™ to encompass the full customer communication life cycle. We recognize that communications processes have a similar process flow to a factory, spanning digital and physical systems, and benefiting from integration and automation. Our approach factors in information security and communication integrity, optimization, and value added capabilities to increase member satisfaction.
We are expert in working with document processing operations, output services and services providers who know that their future depends on staying ahead of the curve and implementing changes now. As you consider how to increase the value of your customer communications, and reduce the cost of producing and distributing documents, we encourage you to contact Sefas. We can help with assessment, strategy, and implementation of technology. Let us show you how you can ensure information security, drive down costs, improve process transparency, and gain new tools for business value in the customer communication process.