An often untapped area for document re-engineering is the concept of modifying documents to support an organization’s customer experience (CX) objectives. Though not always recognized as such, the documents organizations use to communicate with their customers have a big influence on the customer experience.
Back in the day, not all that many years ago, transactional Enterprise Content Management (ECM) systems such as IBM Content Manager OnDemand (CMOD), ASG InfoPac and ViewDirect, CA View, etc, were almost exclusively Print Stream centric. The two biggest players and printstreams were IBM and compatible vendors with AFP and Xerox with LCDS and Metacode. This makes sense when you realize these systems were developed primarily to digitally archive vast amounts of print data either for internal archive and consumption or to provide a regulated and required history of customer facing communications such as statements.
I won’t repeat what has been written many times and is at the core of many InkJet Vendors’ whitepapers, extolling the benefits of transitioning to inkjet equipment. Instead, I will touch on the workflows required to leverage ROI from day one through the entire life of your investment.