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A Strategy for Customer Experience Management (CXM) Requires the Right Technology

With work from home becoming the norm, engaging customers and prospects are increasingly more challenging. As an industry, the management of your customer communications must include a view into the entire customer experience to ensure the messages you are sending are both relevant and consistent. As an example, companies cannot afford to have multiple sign-on for credit cards versus shopping versus customer points programs. Today’s consumers expect to shop, pay bills, sign documents, and buy cars with ease right from their wireless device seamlessly. An understanding of Customer Experi...


Looking Forward to Prepare for Recovery

Even with the delta variant surging, businesses and the economy are bouncing back from the initial shock of the pandemic. It is a good time to assess if you are ready for an increase in demand as well as able adapt to the changes a new business normal will require. This time of transition is the perfect time to reevaluate your customer communications management (CCM) processes. Here are three question that will help you plan: 1. Are our processes fast enough? Now is the time to assess the best way to provide customers with information about your products or services and how quickly t...


Why Managed Services Might Be Right for Your Business

The Covid pandemic has changed the way organizations operate day-to-day, with employees working remotely from home and communicating with existing customers and prospects largely through digital media channels like video conferencing, email and SMS text. For many companies, these changes have generated a new normal, one of virtual connections rather than face-to-face meetings, making agile customer communication management (CCM) systems more important than ever before. Many of today’s CCM solutions can meet this new challenge. They are complex software applications that support a com...


Need Extra Help with Your Customer Communications During Recovery ?

“Our business is coming back faster than I had ever imagined. That’s really good news, so I should be thrilled. But why am I not feeling relieved?” This is straight from a great article in the Harvard Business Review: Leading into the Post Covid Recovery. It talks about the unexpected speed of recovery and how it presents new challenges for leaders and teams. Asking the question what can you expect and how can you navigate? What business challenges are you facing as we pass the one-year mark of the “new way of work?” With business demands picking up again, you may be looking at your ramp...


WSM: Adding Promotional Content in Unused Space Without Adding Extra Cost

While marrying your transactional and promotional communications is not a new concept, the methods you can use to do so have evolved. What used to be termed “Transpromo” several years ago has now morphed into what we call white space management (WSM), and your CCM platform has the capability to set up your customer communications to dynamically insert messages, graphics and more in the available free white space on the document. This provides the opportunity to put personalized messages into statements, bills, and other on-going business documents. Recipients assume the communication is int...


BelWo Helps Nashville-based DNI Corp Meet the Demands of a Complex CCM Billing Project

DALLAS—October 7, 2020—BelWo, Inc., a global managed services provider specializing in customer communications management (CCM), was chosen by DNI Corp out of Nashville, TN, to support the configuration and implementation of a complex ongoing billing project for a new client. DNI is a B2B service provider that offers innovative solutions for high-volume transactional customer communications and direct mail fulfillment for a wide range of industries that include financial services, insurance, logistics and transportation, healthcare, not-for-profit and government agencies. Key drivers in ...


Creating an Interactive Interview Page for a Large Healthcare Insurer with Quadient Inspire

Would you prefer to show business partners how to accomplish your goals, or would you prefer a business partner with the experience to lead the way in achieving them? Today, insurers are under pressure to improve their Net Promoter Score (NPS) by providing an exceptional customer experience. It is one of the main differentiating factors for health payers for strongly regulated health plans with no room for product differentiation. BelWo was recently approached by a multi-billion-dollar healthcare company with a specific requirement. The challenge was to build an extensive electronic inte...


Who Should Manage Your Documents?

This an important question that many CCM teams ask; and we have seen three approaches to document management that work for different reasons: instructional, empowered, and partnered. We’ve termed the first option “instructional” because this more traditional method relies heavily on technical specialists receiving frequent and detailed instruction from document contributors and owners. Envision here the subject matter expert relaying their requirements to IT personnel, who may not have much background in document design or production, let alone in legal or marketing matters for example. ...


Improving the Design and Delivery of a Credit Union’s Member Statements

With consumers becoming increasingly more educated about their banking options, credit unions are seizing this opportunity to better connect with members. There is an effective tool in their promotional arsenal that is perfect for this—the member statement. Understanding the importance of the member statement as an ongoing vehicle for communication, one of our service provider clients who does work for credit unions came to us with the need to improve the format of their customers’ member statements. While it wasn’t an extremely complex project, the company didn’t have the time or resources...


Interactive Version Control Brings More to the Table

In the previous post, “Version Control is Important and Fun,” we focused on the general concept of document version control. In this post we look specifically at version control in the Quadient Inspire software suite, and go beyond just documents, to the concept of versioning all document-related resources. Within Quadient Inspire, version control takes place in two applications; Inspire Content Manager (ICM) and Inspire Interactive (II). You might be asking yourself, “why two places for version control within the same product?” That mainly comes down to one question – should your IT per...


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