What many CIO’s Don’t Know About their Document Systems

The effort and expense necessary to unify customer communications systems is easily underestimated. Most companies don’t have a document system. They have many of them! The typical customer communications framework is a mix of unintegrated document platforms, legacy code, and patched solutions supporting various departments and functions. The document generation software and workflows to create claim documents are frequently different from the ones responsible for policies, which are different again from billing systems, marketing communications, and benefit book publication, to name just a few.

Not only is the software to create a variety of documents dissimilar, but the print output files they generate often contain embedded commands unique to specific printing and finishing platforms. Printers may ingest different print streams or support varied features such as page imposition, color, duplexing, or binding. Adding to the complexity, many firms manage digital communications separately from print.

It sounds like a mess, but improvements are possible

The first step in unifying customer communications under a common umbrella is one of discovery. Interviewing individual departments is a good place to begin, but it may be necessary to inspect finished documents and trace them back to their sources. Analysis uncovers automatically triggered messages with this method.

Centralized document production centers may not be handling all customer communications. It is common to frequently uncover rogue operations where individual departments are producing and distributing documents that never pass through the print center. In fact, document production usually happens within many administrative work areas or outsourced to local print shops. These “off the books” solutions must be added to the new communications framework to ensure all customer communications are part of the strategy.

Discover and assess

Once the project team has identified the communications, several questions should be considered:

  • What are the document similarities and differences?
  • How can document formats be modified to allow for production through a common platform?
  • Which printed documents can be delivered electronically?
  • Are there duplicate, obsolete, or contradictory messages to be eliminated?
  • What prevents various systems from sharing information and how can they be resolved?

Finally, the organization can utilize their findings to develop a unified customer communication strategy.

Customer communications may seem simple compared to other mission-critical corporate systems. In truth, they are usually a complex collection of independent solutions developed and modified over several decades. Projects to unify all those separate systems are likely to require resources from IT and across the enterprise.

COVID-19 update

The spread of COVID-19 continues to evolve and in this context, we wish to inform you that Xpertdoc is closely monitoring the situation and would like to inform you of the measures taken by our team to support its employees, customers and partners.

We do not foresee any impact on the delivery of our services and want to assure our customers that we are executing our continuity plans in order to ensure that our customers continue to receive our services without jeopardizing the safety and security of our personnel.

In accordance with the recommendations of government authorities, here are some of the measures being taken by Xpertdoc:

Remote work for all employees
Arrangements have already been made and we have requested that all our employees work from home. Our continuity plan includes a full deployment of remote work arrangements to ensure uninterrupted service to our clients and partners.

Hosting and cloud services
We have been assured by our suppliers that there are no known impacts to these services, and we are confident that we are able to effectively manage the delivery of our cloud services to all our customers.

We have cancelled all business travel until further notice for all our employees. If employees have or will travel for personnel reasons, they will be asked to respect the quarantine delay before participating in any business activities.

Events and gatherings
All our events have been postponed or cancelled. Our employees are no longer allowed to participate in any events, seminars or gatherings.

We are committed to providing the best possible service to our customers and partners, to ensure that you can continue digital communications with your own audience. In these critical moments if we can help please do not hesitate to contact us.


The Xpertdoc Team

Mise à jour sur la COVID-19

La propagation de la COVID-19 continue d’évoluer et, dans ce contexte, nous souhaitons vous informer que Xpertdoc suit de près la situation et que notre équipe a pris des mesures pour soutenir ses employé(e)s, clients et partenaires.

Nous ne prévoyons aucun impact sur la prestation de nos services et voulons assurer nos clients que nous mettons en œuvre notre plan de continuité des affaires, afin de garantir que vous continuiez à recevoir nos services, sans compromettre la santé et la sécurité de notre personnel.

Conformément aux recommandations des autorités gouvernementales du Québec, voici quelques-unes des mesures prises par Xpertdoc :

Travail à distance pour tou(te)s les employé(e)s
Nous avons demandé à tou(te)s nos employé(e)s de travailler à domicile. Notre plan de continuité des affaires comprend des arrangements de travail à distance pour assurer un service ininterrompu à nos clients et partenaires.

Hébergement et services infonuagiques
Nos fournisseurs nous ont assuré qu’il n’y avait pas d’impacts connus sur les services d’hébergement et infonuagiques. Ainsi, nous sommes convaincus d’être en mesure de gérer efficacement la livraison de nos services infonuagiques à tous nos clients.

Nous avons annulé tous nos voyages professionnels jusqu’à nouvel ordre, pour tou(te)s les employé(e)s. Si des employé(e)s ont voyagé ou doivent voyager pour des raisons personnelles, il(elle)s seront placé(e)s en quarantaine pour une durée de 14 jours, avant leur retour au travail.

Événements et rassemblements
Tous nos événements ont été reportés ou annulés. Nos employé(e)s ne sont plus autorisé(e)s à participer à des événements, séminaires ou rassemblements.

Nous nous engageons à fournir le meilleur service possible à nos clients et partenaires, afin de garantir que vous puissiez continuer vos opérations sans interruption. Dans ces moments critiques, nous sommes là pour vous aider. N’hésitez pas à communiquer avec nous si nécessaire.


L’équipe Xpertdoc