For example, digital interaction with customers through personalized communications has increased exponentially with the closure of insurance company offices. Although it will be opened gradually and with limited capacity as we move forward in the de-escalation process, interaction through different channels and devices is an imperative need for our customers.
In this sense, and driven by cost savings, companies are beginning to introduce in their communication strategy the reduction of printed media (what we call LessPaper Commitment). Although digitizing postal communications is not a true digital transformation without an omnichannel communication strategy based on a qualified database, it can be a first step.
When companies in the insurance sector decide to implement this communication strategy, usually based on a corporate digital transformation project, they encounter two obstacles :
- On the one hand, the poor quality of the database, which prevents, to a large extent, opening the range of communication channels with clients due to the deficiencies or inaccuracies of most of the records.
- On the other hand, computer systems that show great rigidity when implementing new digital communications developments.
The solution to these two brakes comes through the improvement of data (Data Quality) with the implementation of digital communications with high content of personalization (CCM) that have the least possible impact on legacy systems. It can also be the starting point of a strategy to reduce operational costs with the digitization of legal communications.
DATA QUALITY
Turning data into strategic information for your business not only improves communication efficiency, but also represents considerable cost savings.
Our services of Data Quality are able to standardize, verify the validity and legal compliance of the data, as well as enrich by cross-referencing with external sources, not only at the level of the existing database, but also by intervening in the capture process, applying rules, which ensure the quality of the data from its input.
Each correct piece of data is a new opportunity to identify customer needs, open communication channels through multichannel strategies based on valuable information, and reinforce customer affinity by improving their experience based on their preferences and behavior throughout their customer journey. This, translated into figures and results, translates into sales growth, reduced operating costs and an improved corporate image.
CUSTOMER COMMUNICATIONS MANAGEMENT (CCM)
Once the database has been standardized, the implementation of Customer Communications Management (CCM) and the
Customer Communications Management (CCM)
will truly represent the evolution of the digitization of multichannel communications with customers , overcoming the barriers imposed by legacy corporate IT systems that make it difficult to address omnichannel communication with customers.
Working with market-leading CCM tools such as Quadient’s Inspire, Opentext’s ExStream and Docpath, allows us to take customer communications to a new level, where messages are tailored to each customer’s preferences in terms of channels, devices and touch points in their customer journey.
These platforms allow to integrate in the same environment the design, management and delivery of personalized omnichannel communications such as statements, letters, invoices, contracts, policies, notifications and correspondence, creating an exceptional and personalized customer experience, especially when the documents become dynamic with the possibility of interaction with them by the customer. In this way we achieve a unique experience and improve the relationship of trust with customers.
The installation of these on-premise CCM platforms requires a large investment effort and a long start-up time, sometimes years. However, the integration of these platforms as a service (SaaS) with the communication processes with customers in the IT systems of each company is relatively simple and fast in projects of a few months. In addition, their flexibility ensures total adaptation to any system, device and software used by the end customer.
In short, our Customer Communications Management (CCM) solutions in service mode can help you accelerate digital transformation processes based on appropriate, highly personalized omnichannel communication with customers, while facilitating collaboration between the different departments involved in their generation.