Thanks to superbrands like Apple, Google and Amazon, customer expectations are higher than ever. Today's customers demand personalized and relevant communication that are available in real time and accessible through the channel of their choice.
But for highly regulated industries such as those in insurance and financial services, digital transformation presents a number of challenges, including the following:
- Complex legacy IT systems
- Operating silos
- Changing regulations
- Lack of time and IT resources
Customer communication management (CCM) solutions help large companies overcome these obstacles..
CCM software enables organizations to design, manage, and deliver customized omnichannel communication such as letters, invoices, statements, policies, contracts, and customer correspondence from a single platform.
Benefits of MCC
Simplifying Processes and Boosting Efficiency
- Rapidly create and deliver omnichannel communication from a single platform
- Eliminate the need for multiple isolated equipment
- Leverage existing data and templates to create personalized omnichannel communication
- Proven integration with legacy systems
Empower Business Users and Gain Visibility
- Allowing business users to make content changes
- Reducing IT stress
- Faster review and approval processes
- Guide customer service representatives through each interaction
Reducing the risk of non-compliance
- Compliance personnel manage, track and approve communication quickly and easily
- Content blocks are optionally locked to ensure compliance with regulatory requirements .
Extending the Commitment and Improving Time to Market
- Getting the right messages to your customers, faster
- Deliver interactive and mobile-friendly status and reports
- Locate up-sell and cross-sell promotions tailored to the unique needs of your customers
- Digital onboarding processes that include preloaded data from your core systems
- Channel preference management
Digital Experience (Quadient)
What is a Digital Experience Platform?
Forrester defines digital experience platforms as 'Software to manage, deliver and optimize experiences consistently across every digital touchpoint.'.
A digital experience platform helps align strategies, teams, processes and technology with the customer at the center of it all.
What is a Personalized Digital Experience Platform?
Your customers' mobile and web accounts contain highly individualized content including personalized statements, preloaded forms, invoices, contract information and more. The most successful companies are also leveraging these channels to upsell and cross-sell new products and services.
And, as a consumer, you've probably never given much thought to how content is generated.
For many organizations, this type of customized content is extremely costly to develop and maintain in digital channels, and is often done manually.
There is a real need for a low-code solution that facilitates and manages the design and delivery of customized mobile and web content to reduce IT strain, improve customer experience and drive efficiency.
Quadient® digital experience solutions enable you to create responsive, interactive, compliant and highly individualized web and mobile experiences quickly and easily from one intuitive interface.
Customer Journey Mapping (Quadient)
What are the Route Maps?
A customer journey map is a step-by-step illustration of how your customers interact with your organization. It is created by walking in your customers' shoes as they purchase and consume your products and services. Journey maps highlight customer needs, technical obstacles and emotions in every interaction with your company.
Maps become feasible when they incorporate the following:
- The customer's point of view and perspective
- Customer feedback and artifacts that bring maps to life
- Ownership and responsibility for each step
- Data from other systems that contribute analytics to the maps
What are the Benefits of Roadmaps?
Customer journey maps provide clarity to the entire organization by drawing a clear line of sight for front-line and management staff to the customer and their experience. There are a myriad of benefits, including the following:
- Gaining organizational buy-in and commitment to customer centricity.
- Understand your customers and their interactions with the organization..
- Aligning your organization around a common cause (the customer).
- Eliminate organizational silos.
- Obtain a single view of the customer.