The fact of the matter is that most organizations probably don’t realize how much they are spending on their customer communications. But it’s not their fault.
Chances are the more customers, communication channels and product or service offerings an organization has, the greater the probability they are using multiple platforms to manage it all. On top of that, the “age” of the company can significantly impact the types of technology – both legacy and modern – in place.
So it means money. It takes a lot of money to support a smorgasbord of technology requiring a decent amount of resources to care for and maintain them. Money that could be invested in customer acquisition and retention – not supporting multiple disparate “communication” systems.
Customer Communications Management – the process of managing communication documents such as bills/statements, invoices, quotes, contracts, policies, claims, and general correspondence – often lacks a comprehensive strategy spanning the various departments and types of communications being created and sent. With different communication and solution needs throughout an organization, duplication of customer “communication” systems across departments is common. Factor in mergers and acquisitions, and the number of systems IT is left to maintain and manage increases.
And the Solution is?
Modernize, Centralize, and Digitize. If you want to reduce costs associated with your customer communications, then you need to migrate off multiple dated legacy solutions and move to one modern digital solution that will centralize your communication across the organization.
By doing so, you will benefit from:
- Improved customer experience
- Increased loyalty and business growth
- Streamlined processes (and lower cost!)
- Consistent brand image and messaging
It may seem like a huge undertaking, but without consolidating your customer communication management into a modern digital platform, your customer communication costs will remain high and that is one thing no one will love.