RAPID DIGITAL TRANSFORMATION
Response to COVID-19: Adapting CCM Technology
“The value of digital channels, products and operations is immediately obvious to companies right now. Businesses that can shift technology capacity and investments to digital platforms will mitigate the impact of the outbreak.” – Gartner
The current pandemic has forced companies to increase their volume of digital customer communications to conduct business and interact effectively with customers. Unable to work together in physical facilities across the country, companies that send transactional customer documents are encountering supply chain disruptions. In addition, they must contend with postal restriction preventing delivery of mail to some areas.
All of this has accelerated the need for rapid digital transformation. However, many companies are realizing that their current CCM systems are not geared to handle this change.
Sefas understands your challenges and requirements in this extraordinary situation. We are here to help you move rapidly from a print-centric workflow to a digitally enabled one.
Transactional Documents: From Print to Email
Rapid Digital Transformation
By some accounts, email customer communications have gone up by as much as 30%. However, while most companies have email delivery capabilities in some form, they are not set up to deliver complex transactional customer communications in large volumes. In addition, many companies don’t have the means to identify and suppress print communications upstream within composition and business applications.
Sefas offers the following capabilities to help transform your workflow and enable email deliveries:
- Composition service to create HTML email and text notifications with a link pointing to the digital communication in our secure vault.
- Post-composition capabilities to convert legacy print documents to PDFs and import existing composed email or SMS notifications.
- Data archive to securely store these documents and images in our digital vault and make them accessible online for e-presentment.
- Electronic Delivery Gateway (EDG,) to integrate with the email and SMS provider of your choice and provide delivery and tracking notifications.
- Workflow Orchestration to coordinate, track and audit the processing, and delivery of paper and digital communications and provide results in a centralized dashboard
By adding email as a delivery channel for transactional documents, businesses will be able to maintain customer communications delivery without service interruptions and enable two-way communications to get critical, timely interactions with their customers. This will lead to a consistent experience throughout the customer journey and increase customer satisfaction.
Businesses will also benefit from reduced mailing costs, reduction of silos and improved operational efficiencies.
Unified Orchestration of Customer Communications
The need to orchestrate customer communications across an ever-growing number of physical and digital channels has become a critical factor in providing consistent experience throughout the customer journey.
To ensure consistency, coordination across channels such as print, email, SMS, mobile apps, and eCommerce and mCommerce applications is needed to ensure the right message is reaching the right customer at the right time. Centrally orchestrating customer communications across the various delivery silos will help form a unified dashboard of all consumer interactions. This information will help companies to improve customer experience.
By leveraging existing enterprise communication processing or ADF solutions to integrate physical and digital delivery services, enterprises can easily deliver and monitor communications across distribution channels. Interactive composition and post-composition tools can be introduced, to personalize content and convert legacy formats to digital. By unifying the orchestration of customer communications, regulatory reporting and analytics can also be centralized.
By unifying orchestration of customer communications across different channels, companies can take a significant step towards digital transformation. This will help them engage with customers across channels – to retain customers during this pandemic and increase Customer Lifetime Value in the long run.
Omnichannel Content Generation
“Enterprises should be looking to replace monolithic legacy document-generation systems with a set of communication services that support multichannel communications, support mobile viewing of content, and deliver a more personalized and contextual customer experience.”
– Craig Le Clair, Forrester Tech Tide: Intelligent Automation, Q1 2020
As the focus on customer experience increases, so does the number of communication silos and processes to generate content. Each channel – print, email, SMS, mobile and web apps have multiple design tools and migration processes further complicating the engagement process for business, marketing and legal users. Beyond engagement these design and support organizations are redundant, increasing costs and often under-staffed causing delays in customer communications.
Business users are forced to engage multiple service organizations to generate the full complement of communications due to incompatible data and display formats within their monolithic communication generation systems.
Focusing on content instead format is the key to simplifying the transition to digital communications. Communication segments or objects, independent of formatting rules can be inserted into channel specific templates that apply formatting and rendering rules. This enables business users to create content once and leverage it across multiple communication channels and simplifying the content generation process.
Sefas’ unique normalization process can import content from our interactive composition solutions or from any content generation systems and convert them into a universal Virtual Page Format (VPF) that is compatible with any channel distribution system. Once in a normalized state, communication ‘objects’ and any rules can be inserted just in time into channel specific templates and passed on to the various channel delivery services.
With a centralized and normalized content generation process, devoid of channel formatting, companies can simplify the creation of content and expedite the transition to omnichannel communications. This approach reduces the number of silos and processes required to generate content and ensures consistent communications across all channels. Longer term as content is managed independently it eliminates the dependency on proprietary technology within the service delivery architecture.
In the current global crisis, rapid digital transformation will help avoid interruptions in production and customer service delivery while addressing the customer demands for increased communications. The result – increased satisfaction, retention and a new level of business agility.