May 01, 2011
Too many enterprises communicate with customers using antiquated approaches. After all, smart devices, pervasive video, and social media have given new power to customers and citizens - allowing them to interact easily with customer service agents, pass information electronically, and complete business transactions on the run. In organizations with archaic approaches, stymied internal staff are not yet equipped or trained to communicate and support customers in these new ways. They wonder why their company is still wedded to paper, faxes, and static information exchange.
Business process pros can help the business reinvent its customer communication processes and position IT to move from traditional batch communications to on-demand document output for customer communications management (DoCCM) that extracts, formats, and delivers content from enterprise apps and transaction systems to customers over multiple channels. Hard-charging companies seek to redesign their customer service processes, invest in on-demand DoCCM, and use new approaches that empower both workers and customers.