Simplifying Simultaneous Print and Delivery

In many ways, delivering personal, targeted communications through an in-house system can be more complicated than necessary. The tools may not be accessible to everyone, putting pressure on more technically-driven personnel to oversee the accuracy and visual appeal of your communications. 

On most legacy systems, delivering via customers’ preferred channels means designating a different template for each channel. Additionally, as changes are made to each template, several different versions are created, making it easy to lose track of which templates are current or outdated, standard or ad-hoc. One key factor in cutting down customer communication management complexity is reducing the number of templates that proliferate overtime.  

The problem, simply put, is that templates are too many, and stakeholders are too few. With fewer stakeholders involved in customer communications processes, there is increased risk of overwhelming them and not achieving the full potential of communication people expect from your company.  

The Solution

An integrated Customer Communications Management (CCM) solution provides for templates to be channel-agnostic, meaning that a single template can be rendered in any format and delivered by the desired medium. The template can also be re-used, and/or edited over time, without your staff having to produce more individual templates on a case-by case basis.  

Depending on how often customers receive documents from you, this could reduce templates ten or twenty-fold. As far as digital documents go, you’re saving on the stress brought on by too many slightly altered versions of the same thing.  

Whatever graphics, text boxes, or ads you might use in a template (sometimes referred to as “digital assets”) can be altered to affect other templates linked to it, or edited ad-hoc without affecting the others at all. For example, an organization may want the logo standardized across all templates, while on the other hand, they might want a special promotion to only appear on a specific subset of templates. In the end, you can deliver any template, any number of times, without having to reproduce your work.  

All of this is possible with an all-in-one CCM solution.  


To recap, your staff can easily become overwhelmed with:  

  • Document Production Overload – Having to create a new template each time you communicate with customers 

  • Multiplied Customer Preferences – Producing a new template for every difference in content and desired communication channel 

  • Too Many Templates – The sheer number of templates created over time can be a headache to sort through

Customer Communications Management (CCM) promises to alleviate these pressures, organizing document templates in hierarchical structure, so you need only create new templates when absolutely necessary. This lightens the load carried by your staff as they work efficiently to deliver the communications your customers want, and enables tech staff to work alongside designers and content managers to best engage customers. Simplify things by reducing the number of templates (the workload), and increasing the parties involved in document production (the workforce).