Many companies use a collection of software and utilities they acquired over time to create and produce their customer-facing transactional documents. For example, an insurance company typically maintains one system for producing policies, another for claims, and a third solution for billing. These systems operate independently, each requiring a team of document designers and technicians to handle new document development, modifications, and improvements. It is not particularly efficient. Mergers and acquisitions also contribute to an organization’s collection of unconnected document systems. COVID-19 has pushed companies over the technological tipping point, accelerating demand for the digital transformation of customer interactions, including business documents.

Customer Communications Management: Current State

Customer communication infrastructures are often made up of legacy technology purchased by different administrations to solve an immediate problem. Companies never considered their long-term customer communications management (CCM) strategy. In fact, CCM as we know it today didn’t exist when companies invested in these legacy systems. Organizations implemented each application individually and configured the software for specific purposes, such as billing, sales, or marketing. This works well for the individual functions, but typically these systems do not communicate with each other. They may even issue contradictory messages. For example, marketing might send an upgrade offer to a customer who is also receiving a late payment notice from accounting.

Customer communications data consolidated into one platform is not only simpler, it is also the base activity for all things good that comes from expertly managed customer communications.

Automate Communications

Automating the customer communication process improves productivity and profitability. Any enhancement in automation makes a measurable difference. When companies reduce human intervention, throughput increases, and the chance of error diminishes. Broader adoption of CCM automation advances an organization’s competitive agility and its ability to serve customers.

In today’s business environment, automation is not optional. Not investing in CCM workflow automation means slower growth. With a solid CCM infrastructure, adding new customers and upselling current customers is routine. Implementing a new feature does not require a singular employee who knows how to make old application A speak to newer application B just so a customer promotion can go out. The extent that an organization is automated directly affects how likely it will be to reach sales and profitability goals. Automation breaks the bottlenecks, inefficiencies, and constraints of siloed data and disparate applications.

Leverage the power of automation to deliver outstanding customer experiences. Organizations use CCM automation applications to map the customer journey, track interactions, and personalize communications.

Customer Communication Management: Competitive Equality

The COVID pandemic accelerated the shift toward interacting with customers through digital channels. Everyone did almost everything online. Personal interactions were out of the question. Call centers were understaffed because agents were sick. Companies scrambled for an automated CCM solution. So now, the table has been set. Companies that did not step up during the apex of the pandemic need to implement a solution now.

Speed and agility are critical to competing in healthcare, insurance, financial services, and other high-touch industries. A CCM workflow solution that is cloud-based and scalable is easily adaptable to a dynamic business environment. Business users can re-sequence a workflow or change communications without coding. Competitiveness in the new business environment jumpstarted by the pandemic, supply chain conflicts, and prices rising at their fastest rate since the early 1980s will require new strategies and the tools to execute them.

Compliance and Privacy

While differences exist, compliance and privacy are intertwined. A CCM workflow solution embraces both. Adherence to compliance and privacy standards, including HIPAA, SOX, and GDPR, is essential. If state or federal regulatory language changes are required, a CCM workflow application makes it easy to comply. Content sharing makes it possible for the legal team to update, review, and approve regulatory content for updating across all relevant documents.

The Final Word

Quickcoms’ next-generation customer communications management platform enables organizations to build and execute effective communications while lowering operating costs and ensuring compliance. Quickcoms’ cloud-based technologies offer banks, insurers, and other regulatory-sensitive companies with new and effective ways to improve regulatory change management. The technology catalogs and manages regulatory data. It uses regulatory intelligence to automate processes for rapid document updates by business users. An intuitive interface and no coding give an organization the power to meet all regulatory deadlines and provide excellent customer service.