Create a Central Hub for All Customer Communication!

Omnichannel communication, automation, accessibility, audit-proof archiving...... Document output management has many facets. The following page highlights the current challenges in the customer communication of companies. Here are the most important aspects.

Output Management: Central Hub in Customer Communication

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Omnichannel Communication

Document Output on All Digital and Analog Channels

Nothing is worse than a slow-loading PDF viewed on a mobile phone.

Omnichannel communication means getting away from a frozen page format (8 1/2 x 11, A4, etc) so that every document can be output on every channel without "expensive" detours such as de-formatting, etc.

Minimal formatting is the key

In other words: The choice of the respective delivery channel is newly decided with each new business transaction. This means we must separate the creation and sending of documents from one another.

It also allows for the creation of a customer communication hub that is not limited by technology or business criteria to a single or even a few chosen channels. On the basis of defined rules and criteria of the various specialist departments (e.g. sales, marketing, service), the "hub" decides which data is output in which layout and format for which channel; of course always in relation to the preferences of the respective recipient.

And: With a centralized Customer Communication hub controlled by a Output Management Software you are more flexible when connecting new communication channels. Nothing is silo'd.

 

Nothing works without data

Output management has many facets. This always involves the central provision of consistent and easily available information as a prerequisite for a high degree of automation. More about the importance of a central output management system see also:

Central Document Output Management System

Process Control (Workflow Management)

Creating, Formatting, Converting and Outputting of Documents

Traditionally, the creating, formatting, converting and outputting of documents was a complex interaction of many different programs, which do not always work together smoothly and must be reconfigured with every change, even minor changes, making the process cumbersome and expensive.

This is not the case if you automate and control the processes with our software.

The advantages for the user:
  • Flexible processing of all work steps within the scope of the specifications
  • Parallel processing of several orders
  • Priority processing of time-critical orders
  • Freely definable stops for manual interventions and releases
  • Optimal utilization of all software and hardware resources across all sites
  • Cross-program log file analysis for fast troubleshooting
  • Modular structure for adaptation to existing processes
  • Easy creation of new workflows
Why process control?

Document workflow management systems link and control the individual steps required for complex production into a fully automated process.

More about the possibilities of automated process control can be found on the following page:

Central Document Output Management System

Monitoring and Measuring

Monitoring and Measuring in Document Output Management

Key figures for production control and optimization in real time and at a glance.

Why monitor and measure?

You can't manage it if you can't measure it. You can't measure it unless you monitor it.

No more poking in the fog! Instead of manual sampling and estimation, professional software tools can be used to monitor and track the entire document production process. They provide statistical evaluations and detailed reports including meaningful key figures (throughput, paper consumption, postage costs, error frequency/type, processing time, etc.).

These key figures (KPI) are a basic decision-making aid for companies in order to permanently optimize document production, for example to save paper and postage.

They also provide important information for the early identification of trends. At the same time, they are an important factor for production planning, as peak and low times can be better identified for optimum machine utilization.

Auditing

Seamless traceability and high responsiveness combined with increased personalization in customer communication: The IT-based auditing of document production keeps you in the picture at all times. Read more about the role of end-to-end monitoring:

  • Monitoring in output management with DocBridge® Auditrack software for comprehensive auditing in document production
Auditing and Monitoring Output Management

Data and Documents

Metadata as the Basis for Automation and Accessibility

Data - the "engine oil" of customer communication

Data is the "engine oil" of customer communication The semantic quality of documents also plays an important role regardless of legal requirements. Take, for example, omnichannel communication. Today, the receiver determines the communication channel, based on his or her personal preference at the moment of interaction.

This means that document creation and dispatch must not only be decoupled but also detached from a certain page size found in print ("81/2 x 11 or A4 ") so that the content can also be conveniently made available for other media. However, this is not possible without detailed information that is added to the document on the way to issue.

Big data and artificial intelligence

In view of big data, artificial intelligence (AI) and other current technologies, usable data and how to deal with it are already moving into the focus of any serious digital transformation. There is no need to talk about standardization and automation in document and output management if the necessary metadata is not available.

The point is to have not only the text itself, but also the content as data available in such a way that it can be automatically correlated with each other.

This is what makes information research over several levels possible in the first place. Instead of searching a document manually for specific information, the Web provides the answer itself. This is not about simple search results, but about complex results that can only be generated by linking different data.

Documents – data in action

More about the role of data in customer communication including accessibility see also:

Central Document Output Management System

Production Printing

Spooling in Production Printing

Modern print spool systems with various postpress functions ensure higher productivity and lower costs in production printing.

Where are the vulnerabilities?

Efficiently controlling different print jobs and processing them while making the best possible use of existing resources is only possible with a powerful spool system.

However, the interaction between spooler and printer often does not work - especially if both systems come from different manufacturers. What is missing is a spooling solution that communicates equally well and reliably with all printers.

One Spooler for all: Universal, integrative and reliable

If you want to be on the safe side when purchasing new printers, you usually buy the spool system from the same manufacturer. In this way, the risk of spoolers and printers not harmonizing with each other remains low. But seldom are there only printers from one and the same manufacturer in the company. The world of printers is typically heterogeneous and so is spooling.

Only - does that have to be? Why buy a suitable spooler for every new printer? Why not use a universal spool system that communicates reliably with all printers?

What's more, modern print pool solutions offer functions that go far beyond what spooling itself must be able to do. In addition to conversion and IT franking, this also includes various features for color printing and archiving.

Performance and automation

Spooling, color management, job bundling - despite all the digitalization, companies still print predominantly. This results in various requirements for the output management system (OMS).

For more background information on production-relevant factors, see also:

Spooling in Production Printing

What's the Big Deal?

Decoupling creation and dispatch

Decoupling creation and dispatch

The separation of document creation and distribution is a prerequisite for the generation, display and output of intelligent and generally accessible content for each channel.

Technology

Technology

Future-proof IT solutions optimize existing structures in output management and thus create the basis for Omnichannel communication.

Know-how

Know-how

Comprehensive expertise in data streams of all types and their preparation for output as documents on all channels, including archiving, is the basic prerequisite for modern output management.

Strategy

Strategy

Digitalization opens up new possibilities in customer communication. A central omnichannel-capable output management system creates the basis for seamless tracking and process reliability.

Customer Stories

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thyssenkrupp Steel Europe: Automated Document Production with Inclusion

Automated Document Production with Inclusion

When thyssenkrupp Steel Europe AG brought its output management (OM) back into its own hands in 2015, this meant a fundamental structural change: instead of a classic printing plant, it created a "competence center for print and digital media" operating throughout the Group and thus laid the foundations for multichannel document processing.

The benefits:

  • 60,000 Euro less postage
  • High automation level
  • Establishment as a professional service provider in output management

 

"The risk of swapping jobs, printing documents incorrectly or sending them incorrectly is almost zero with DocBridge Pilot."

Oliver Helfrich thyssenkrupp Steel Europe AG
Oliver Helfrich
thyssenkrupp Steel Europe AG

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LVM Insurance: Document Creation Separated, Dispatch Centralized

Document Creation Separated, Dispatch Centralized

The LVM Group knows very well how the centralisation of document dispatch affects the entire infrastructure. As one of the 20 largest primary insurers, LVM has separated document creation from distribution and has since benefited from significantly higher output management performance.

Facts and figures:

  • 77,000 documents daily
  • Open for all electronic and analog output channels
  • Optimization of postage costs

 

"Our project to realign the output service with a comprehensive restructuring of the manufacturing processes showed us that the decision for DocBridge and its production-related use in this area was the right one."

LVM Group
Ute van Heek
LVM Group

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Swedish Police Authority: The Biggest Expense is Postage

The Biggest Expense is Postage

The Swedish police (Polismyndigheten) prints and sends around 3.7 million documents at the Kiruna site. The individual offices transmit the data to Kiruna, where it is processed into finished print by DocBridge Pilot. The authority hopes that the centralization will lead to significant cost savings, in particular through better use of postage discounts.

Facts and figures:

  • Establishment of a central output hub
  • Automatic pre-sorting of shipments
  • Simplified returns processing

 

 

Swedish Police Authority
Swedish Police Authority
(Customer Story)

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Compart's Omnichannel Output Management  ...Any Given Channel at Any Given Time for Any Given Customer

Create Accessible Documents - Omnichannel Document Composition
Omnichannel documents are also accessible documents

With DocBridge® Impress you can create omnichannel documents that are barrier-free (according to PDF/UA specification).

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High-performance solutions for modern Omni-Channel document and output management

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