Design Meets Content
High-performance customer communication: Compart’s architecture separates design from logic using theme chaining and reusable building blocks for enterprise-grade CCM.
MoreCommunication as an End-to-End Process
In many companies, communication is still viewed as a finished product: a document, a letter, an email. In reality, however, communication is a complex process. It starts with data, moves through coordination and approval steps, passes through the technical processing chains of the communication workflow, is delivered, monitored, and, if necessary, resumed. In an ideal communication landscape, all these steps seamlessly mesh with one another and form a bi-directional dialog between a company and their customer.
However, in practice, there are often clear boundaries: business departments plan, IT implements, and customer service executes. To scale communication processes, a model is needed that unites business workflows, technical processing for communication output, delivery, and feedback in a continuous process logic. Only then does a system emerge that functions reliably, securely, and, most importantly, is scalable and reproducible. This is where the Integrated Business Flows of the DocBridge® Communication Suite come in.
How Integrated Business Flows Unify CCM Processes
Integrated Business Flows create a unified instance that merges business and technical steps and treats communication processes as what they truly are: dynamic, branched workflows. This process logic is fully integrated into the DocBridge® Communication Suite. The visual no-code interface (Spring Release 2026) allows business departments to model processes themselves. They determine how a process is structured: which roles are involved, which checks are required, and how business decisions transition into technical actions.
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Examples of Integrated Business Flows in CCM
Four typical scenarios show how versatile workflows can be used:
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Resource Bundle Approval
A template or layout is updated, a bundle of the associated resources is compiled, and then submitted for approval by the user. Reviewers check the contained resources, comment, approve, or reject. Multi-stage reviews, role logics, and rollbacks are mapped.
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Guided-Interactive-Workflows
A clerk receives a request to create or supplement an interactive document. Upon completion, the process automatically transitions to a review step: a supervisor checks, comments, and makes a decision. If rejected, the workflow loops back; if approved, technical processing steps such as document generation, archiving, or dispatch follow.
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Data Update Triggers Communication
A status change in an external system – such as a CRM – automatically triggers a Business Flow via one of the DocBridge Communication Suite APIs. The clerk receives a User Task, checks the provided data, supplements it if necessary, and approves the transaction. Subsequently, the workflow decides which communication action is required based on this input.
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Email/Print Tracks with Fallback Logic
After a document is created, the workflow controls delivery: initially digital, such as via email. If a read receipt is missing or a delivery error occurs, the process automatically switches to a print track. Timers, escalations, and feedback are seamlessly integrated.
The Most Important Benefits at a Glance
- Clearly Defined End-to-End CCM Workflow
Fachliche und technische Aktivitäten werden zu einem durchgängigen, reproduzierbaren Prozess verbunden. - Based on No-Code Components
An extensive library of pre-configured components allows business departments to build CCM processes via drag-and-drop; IT focuses on governance instead of routine work. The workflow itself is managed by a reliable, BPMN compliant engine. - User Interactions
The system can react to events (e.g., whether an email was opened) and allows for the integration of user interactions or feedback. - Task Management
All tasks arising in the workflow, such as approvals or data collection, are consolidated in a user task list. This provides transparency regarding upcoming tasks and respective responsibilities. - Accelerated Processes and Fewer Errors
Automated handovers and defined processes reduce waiting times, increase throughput speed, and improve the customer experience. - Monitoring Workspace
A central workspace offers insight into ongoing and completed processes and supports analysis and control (Spring Release 2026).
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The Transformative Effect on the Organization
Integrated Business Flows do not just change individual processes, but the way organizations collaborate and make decisions within the realm of customer communication. They create a shared process foundation that connects business departments, IT, and operations, thus enabling a new quality in organizational control for complex CCM tasks.
- Departments Work Better Together
Through clearly defined process steps and transparent handovers, collaboration in creating and delivering customer communications is less characterized by ad-hoc coordination and individual interpretations. Every department sees how its contribution is embedded in the overall process – and can rely on upstream and downstream steps of the communication journey being reliably executed. - Communication Becomes Faster and More Reliable
Approvals, checks, and escalations of communication content and delivery follow an unambiguous logic. Roles are clearly assigned, responsibilities are traceable, and decisions are systematically documented. This reduces uncertainties, minimizes coordination efforts, and strengthens compliance and governance in all customer interactions. - Companies Achieve Process Maturity for AI Agents
A cleanly modeled workflow forms the basis for the use of AI in the right steps of the CCM process: for instance, for content checks or pre-filling. Where communication processes run in a structured and data-driven manner, agentic AI can provide targeted support – without risk and without loss of control.
