In coordinating between different departments to deliver engaging customer communications, it is important for your staff to be aware of each other. One of the problems faced by companies running separate customer communications processes between marketing, finance, customer service, and other branches is that they don’t communicate with each other. This lack of internal communication is what produces discrepancies in customer facing documents – and it can hurt an organization's relationship with the customer by sending staggered, inconsistent deliveries.
The good news is that the answer comes from within your own company, where instead of employing different solutions for different roles, you allow your staff to work around the same solution together, with notifications that let everybody know when a document is ready for review, when an email has bounced, and more.
Types of Alerts
Changes to Templates
A marketing assistant is drafting a promotional document while her manager awaits final content. The promotion is meant to be sent to customers alongside an invoice from the finance department. With notifications in Ecrion Omni System (EOS), particular stakeholders assigned to the project can access all related templates, receiving notifications of changes via email or SMS. The marketing manager will receive an email when the content is complete, then the finance department can be notified once it has been reviewed, before finally sending the document.
Changes to Customer Information
Similar alerts can be made, not just with changes to documents, but changes to customer data – such as names and locations. If a customer is moved from one segment to another, an alert is shown in EOS. Or if any customer information is altered, it will say so on your customer lists. Customer activity is documented in a similar way. You are able to see if the customer opened or read an email, or if the email bounced. Overall, these alerts give you the ability to gather and organize your customer information more efficiently.
Notifications in EOS ultimately serve to give you the ability to update your customer communications as much as possible. When you are up to date on your customers’ information, your customers can stay up to date on their relationship with you. And that’s how the customer life cycle goes. Keep following our blog to stay up to date!