Documents are evolving.

While their importance as a primary means to connect with customers remains paramount, advancing technology, how they process information, and how they go about their daily lives is changing. And traditional documents need to change too.

Customers want to keep the “safety” of print communications, but the need to “sync” with their daily lives forces businesses to stay relevant and engaging for their customers on all channels.

Outgoing communications such as statements, invoices, and letters now need to be produced in multiple formats (print, electronic) and need to be delivered on a variety of media (paper, email, web).

Unfortunately, the production of customer communications is becoming more complex, as it also becomes more flexible and agile. And this intersection of complexity and adaptability creates a burden for many organizations as they try to keep up with customer demands.


Time and Money

Customers today want interactive, on-demand, dynamic communications that include customized information, generated in their preferred format (PDF, HTML, SMS, etc.), and received in a preferred medium (email, Web, text message, print). Traditional document production systems aren’t built with the functionality to accommodate all that today’s documents require. Unacceptable time to market is a big problem with inflexible traditional document automation systems because companies are unable to adapt to changing market conditions, keep up with or surpass competitors, etc. The inability to use customers’ past patterns to present relevant current offers translates directly to revenue losses.


We know that customers expect communications to be in a variety of formats, delivered through very different mediums. They also expect accurate and timely documents. As businesses grow, traditional high-volume document production processes present a higher degree of isolation from the customer. The inability to engage in two-way communication with you is frustrating for customers. Multiply that frustration by 50 million customers and add in the possible repercussions if the inconsistent information is noncompliant with current regulations, and the result is that there are millions of reasons to rethink how customer communications are generated.

Moving ahead

To avoid pitfalls in document production and to keep employees and customers alike happy, forward-thinking organizations are trading in their old processes in favor of intelligent document production systems. User-friendly, centralized systems make operations departments more efficient and eliminate the risk of data inconsistency and disjointed version control, curtailing customer dissatisfaction and the possible consequences of noncompliant information. These integrated systems also stop the monetary, time, and morale drain on highly skilled employees, as they are kept free to focus on the specialized areas of business that depend on their expertise.

Leading organizations also implement these systems so they can quickly generate interactive, customer specific documents in many formats (Word, XML, PDF, HTML, etc.) with the capability to send communications through customer-preferred channels (email, Web, and print). Public standards-based automation systems can also be customized to new needs that arise, giving businesses the flexibility to adapt to market and customer demands.

Don't get left behind.

Companies that are part of the “evolution” see happier customers, an increase in their bottom line, happier employees, and more productivity. Everybody wins.

Download the "7 Advantages of Implementing a Customer Communications Management (CCM) solution" Info Brief and learn more about Transforming your Customer Connections.