Each day the telco, media and utilities companies generate millions of customer communications - it is estimated that of the 50 billion documents are delivered each year in the US 10% come from these sectors. These documents include statements, invoices, letters, quotations, security notifications, reminders, cheques, remittance advices and statutory letters. Typically the core billing and CRM systems generate these documents and many more document types that are essential to maintaining relationships with customers. And these documents are sophisticated, intelligent even - they will be personalised, they are usually regulated, they must be optimised for printing, they might be pre-sorted for delivery - the list goes on.
Large telco, media and utility companies often use in-house print services providers and many outsource this to a print bureau. Traditionally applications target specialist high volume print devices like IBM/Ricoh, Canon/Oce and Xerox and many billing and CRM applications are designed to generate print output for a specific target device. On the other hand many print service providers accept only certain formats. As a result the workflow of print production processes can be complex in order to match applications with the appropriate print device.
This challenge is compounded by the fact that consumers and businesses are increasingly moving away from paper to digital communications and requiring vendors to do likewise. Whether this is PDF, web portals and other digital delivery methods like SMS text there is clearly a need to manage customer communications differently.
In fact access to customer communications is essential to many customer centric business processes. Customers cannot understand why call centre staff do not have access to the same information that they receive. And for the digitally savvy, self-service portals and digital communications help define the experience of customer service - both positively and negatively.
Of course many telco, media and utility companies have been digitising and archiving documents for years and may find that they have several generations of these archives including COLD and mainframe systems. The challenge is that these archives are costly to buy, expensive to maintain, integrate poorly with enterprise applications & workflow and are inaccessible to consumers. What is needed is a new generation of archive that leverages open standards, is integrated with packaged content management systems and can support delivery through web channels (in addition to paper).
The benefits to a large consumer centric company of a modern Enterprise Archive include improving compliance, a reduction in print & postal costs, improvements in customer satisfaction with self-service portals and improvements in the efficiency of billing and customer relationship processes.
Crawford Technologies has been working for over fifteen years to solve the complex customer communications problems of telco, media and utility companies. Now, in partnership with EMC, CrawfordTech has integrated their market leading archiving products with EMC ' s popular ECM and workflow automation solutions to provide a next generation solution to the problems of archiving customer communications for these industries.
For more information about CrawfordTech's Healthcare Solutions download the CrawfordTech's Statement Archiving and Presentment for Telco, Media and Utilities in partnership with EMC datasheet
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