Compart - Document- and Output-Management

Development and Technology

Future-proofing Customer Communication Management Strategy

Compart |

Creating a CCM Strategy

That young people are quite different from earlier generations is something of a cliché, but cliché’s have a tendancy of of resemboling reality. Concider this: According to the “Voice of the Generations” report published by our friends at Adobe, there is a 30 point differential between how Boomers and millenials view this simple statement: “There is a place for companies interacting with individual people on social networks, forums and/or messaging sites.”

Among boomers surveyed, just 33% agreed with the statement, “There is a place for companies interacting with individual people on social networks, forums and/or messaging sites.” By contrast, 49% among Gen-Xers, 63% among millennials and 69% among Gen-Zers agreed with the statement.

Customer Communication Strategy

The future of customer communications won’t be print as it has in the past and if your organization has not begun to address this, you may already be falling behind your competition. But do not despair, it’s not too late. DocBridge® Impress represents a paradigm shift in document design: it is created independently of a given page size and based on open standards. DocBridge® Impress is built on established design concepts that employees know, trust, and use every day. The generated documents can be distributed as hardcopy or by email, can be displayed on a Web browser, smartphone and tablet, or integrated into existing portals - with no additional effort.

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What Is Important in Modern CCM?
Read about Omnichannel Customer Communication, Automation, Multilingualism and Accessibility

Documents can be created and sent through all relevant channels and displayed seamlessly on different media: as printed pages, as a PDF in the e-mail attachment, as a responsive HTML page in the web browser and on the smartphone / tablet, via messenger services etc. Every new application needs to be created only once and is available to all media almost effortlessly. With DocBridge® Impress, channels become an afterthought.

Omnichannel Document Strategy

Digital First Equals Omnichannel

The future of output management hinges on the fact that documents can be delivered in any channels without making changes to the application or the file. The future is channel-less. As in the case of organizations contributing on social platforms, the attitudes with regard to customer data are also quite divergent. When asked about this statement: “I worry about how my data is used all the time.” The response was equally opposing. 43% of boomers agreed with the statement, while only 20% of millennials did. Only 14% of Gen-Zers agreed. This divide complicates an already complex communication ecosystem.

What's the Key Aspect of Customer Experience?

The answer lies in consistent development of customer experience (CX) strategy. One of the key aspects of CX is customer communication management (CCM), a strategy to continually optimize document creation, data sources, delivery, feedback, downstream orchestration and evidencing. Essentially, all of the correspondence that makes up your brand and with current technology also capturing emotion, feedback, etc. It applies to batch-created transaction documents (invoices, account statements, meter readings, termination notices, rate offers, policies, delivery slips) as well as mass mailings (advertisements, campaigns), and individual correspondence created transactionally, such as communications created as the result of an online form submittal.

Customer communication management (CCM) includes all physical and electronic channels through which customers, partners, and suppliers come into contact with a company: e-mail, postal mail, telephone, social media platforms (Twitter, Facebook, Xing, LinkedIn, blog), various online forums, messenger services (SMS, WhatsApp, Viber, Instagram), web sites and online chat.

For more information about CCM and the next-gen version, CXM, which places the customer-facing document where it belongs – in the central of the customer experience, give us a call or drop us a note. We know how important communications are to your customer’s experience of your brand. We can help you future-proof this strategy to ensure that you are always communicating with the right customer at the right time via the right channel in the right medium – and that the communication is personalized and the data is protected.

Ready to future proof your customer-facing? click here

Omnichannel Document Creation:
DocBridge® Impress

DocBridge® Impress is a scalable, platform-independent software for the page- and device-independent design of documents, which can be easily operated even by users without profound IT know-how. It can be operated both as an on-premise solution and in cloud environments. In addition, it offers the option of separating out certain functionalities as microservices and integrating them quickly and seamlessly into existing IT structures, i.e. also into a cloud, via web-based API (e.g. REST).

The documents created with DocBridge® Impress are omnichannel-capable and accessible according to PDF/UA and WCAG. With the composition solution, communications can be created and sent to all relevant channels and displayed on different media: as printed pages, as a PDF in the email attachment, as a responsive HTML page in the web browser and on the smartphone/tablet, via messenger services, etc. Each new communication only needs to be created once and is available for all media without effort. These communications are also automatically accessible according to the globally recognized PDF/UA standard, making them Section 508 compliant.

The architecture of DocBridge® Impress is based on the consistent separation of a web-based editor (Impress Designer) and the actual composition engine (Impress Engine). Thus, depending on the usage scenario, both components can be used together, but also individually as microservices that can be directly connected to existing applications via web services.

Analyst Opinion

Independent analysis and positioning of Compart in the CCM landscape by Aspire Customer Communication Services. Watch the video.