The Doculabs customer communications management (CCM) practice provides the expertise to help you design and implement a vision for full, multi-channel customer experience (CX) management across a range of dimensions, from use of e-forms, messaging and brand voice, to authoring and approval processes.
We work to increase your ability to automate processes, to improve consistency of messaging across channels with the assurance you’re complying with each channel’s requirements, and to help you deliver the digital experience your customers now expect.
You may have moved to, or are planning to migrate to, a cloud-based CCM platform. Or you might be tied to a legacy CCM solution for the foreseeable future. Whether cloud-based or on-premise, many newer customer experience tools and tactics live outside of core CCM functionality, requiring integration with existing CCM platforms. The Doculabs CCM practice helps clients navigate these technical challenges strategically.
Managing the Multi-Channel Environment for CCM
For many organizations, document communications are a vital way of providing information to customers – whether in data-driven documents such as bills, statements, contracts, and policies, or in marketing collateral and promotional campaigns. But if most of your customers are using digital devices to connect with others, shouldn’t your customer communications management program be using digital channels to connect with them? “Customer communications” no longer means publishing to print and mail output. The near-ubiquity of digital devices is making multi-channel delivery of customer communications an imperative, putting new focus on the digital customer experience.
Benefits of a Multi-Channel Approach to CCM
- Reduce the overall cost of producing documents and correspondence
- Shorten the cycle time for developing and publishing new content
- Maintain or improve regulatory compliance
- Improve the experience for your customers
- Rationalize your customer communications environment and eliminate costly redundancy across the systems you now use to create your communications
Migrating to a Modern / Cloud CCM Platform
Many of our clients are planning to move customer communication and content management to the cloud. Some are getting off a dated platform, some need additional scalability, and some simply no longer want to manage the legacy system. Solution providers will often pitch a simple "lift and shift" to close the deal - but it's never that simple. There's significant work involved in getting off old or dying platforms, and significant costs.
Consider that it's not uncommon for an insurance client to have 20-30 content generating applications (billing, policy, claims, etc.) across their different lines of business. They also have 10-15 consuming applications – for example, a viewing capability embedded in a call center user interface enabling a phone rep to answer our questions about a bill when we call. Roughly speaking, it will cost $250,000 per generating or consuming application to switch from a legacy platform to some other publishing tool. That’s $7.5 to $11 million to make the change when you consider the full effort, including updating requirements, development, testing, etc. And then there is the conversion of the templates themselves – perhaps 5,000 or so – at a cost of approximately $1,000 each (assuming just 10 hours per template). Another $5 million. Depending on a client’s specifics, the overall cost easily exceeds $10 million.
Given the potential costs highlighted above, taking a strategic approach to migration spread over 3-5 years makes a lot of sense. Doculabs can provide you a strategy grounded in years of experience migrating from one CCM solution to another, and a clear roadmap.
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