KPI Monitoring in Customer Experience Projects
A key performance indicator systems must be strictly oriented to strategic corporate goals in document and output management - otherwise they remain ineffective.More
Product premiere at the start of the year: Compart announces a new software for real-time monitoring, evaluation and traceability of processes, systems and events in the customer communication of companies is now available.
DocBridge® Auditrack is a scalable and powerful evidencing software solution that enables the document monitoring throughout the entire production cycle: The path of a document can be tracked seamlessly from creation to dispatch. The solution was first presented to the general public at the Comparting.
Developed to meet specific customer requirements, the software automatically consolidates the relevant information from various applications and areas of document production in a central repository. This can be adapted to specific customer requirements (e.g. consideration of new communication channels). The collected and consolidated data can then be processed and visualized in the form of reports and dashboards.
The greatest benefit for users is that the tool gives them easy access to the entire multichannel communication cycle of their company and enables them to analyze it according to various criteria. DocBridge® Auditrack provides real-time process-related data, enabling users to respond quickly and early to critical situations and bottlenecks.
In addition, the software enables detailed research on the basis of various filter and search options.
With DocBridge® Auditrack, Compart addresses a significant need in the industry: More than ever before, complex regulatory requirements are forcing companies to monitor their customer communication across all channels and provide legally compliant proof otherwise known as “evidencing”. This applies not only to the documents themselves (receipt, creation, dispatch/issue), but also to the associated "events" during the entire communication process. With its central and generally accessible data repository, DocBridge® Auditrack creates the technological basis for this.
DocBridge® Auditrack enables companies to comprehensively monitor all communication processes, systems and events, based on seamless document monitoring path through the entire creation process.
Monitoring of all relevant data:
Display in a comfortable web interface:
The goal to increase transparency in customer communication. With this requirement in mind, HDI (Talanx) installed the document monitoring system to monitor group-wide document and output management. Up-to-the-minute evaluations, ad-hoc queries and threshold-based alerts provide important information on the lifecycle of a document, uncover disruptions in dispatch or production at an early stage and form the basis for further optimization, including increasing the digitization rate and postage optimization.
Jürgen Hausl is Head of Output Services at HDI
Mr. Hausl, cost control and the early detection of faults are undoubtedly important reasons for comprehensive monitoring. What other advantages does auditing offer?
Hausl: Generally speaking, the aim is to ascertain whether and how strategic and operational corporate goals are being met and how overall customer loyalty can be increased by collecting key performance indicators (KPIs). For the HDI Group, parameters such as throughput times per line of business, redress rate, and the number of pages and covers produced, as well as postage costs, play an important role.
Our goal, for example, is to drive digitization in customer communication and reduce postage costs in traditional shipping. However, to act reliably and successfully requires meaningful information along the entire communication chain. And it is precisely these key figures on document production that IT-supported auditing can provide.
Theoretically, you could get this information without such an auditing system, but let's be honest: Who among the insurers does that? In practice, most providers still use many heterogeneous systems in document production, from which KPIs can only be collected with a great deal of effort. A monitoring tool that stores information from decentralized data sources in a central repository and generates reports, charts, and dashboards provides necessary transparency much more quickly and reliably. In a way, it’s a “Google in miniature.”
Based on your experience at HDI, how should a company implement this?
Hausl: First of all, you have to define what auditing options you already have in your company, whether they are sufficient, and what you ultimately want to achieve. You need to discuss this with various providers in the form of live demos of their systems to make an assessment.
It’s also critical to allay potential employee fears. Many fear becoming a “transparent employee” if there’s comprehensive auditing. That concern often results from negative experiences around the company discussing errors. Therefore, it’s important to allow mistakes. They should be discussed openly and without blame, and the lessons learned made available for the benefit of all in the organization.
Certainly, there are differences between industries and companies in terms of auditing. But the issue of transparency is similar for all of them. In short, before I start selecting software, I need to know precisely whether and how auditing can support the company in achieving its goals. And, of course, you have to want the whole thing.
How do you find the right software?
Hausl: There’s no such thing as an “off-the-shelf” solution. Important knock-out criteria are certainly cost and the human resources available for implementation. And one must not forget introducing an auditing system tailored exactly to a company’s needs takes time. Monitoring Software such as DocBridge® Auditrack, for example, offers a high degree of flexibility in that regard and can be easily integrated into different systems and processes.
You can read the entire customer story in detail via the following link:
HDI: Auditing and Monitoring in Customer Communication
HDI benefits from the following advantages when using the powerful document monitoring software: