Category: Blog

The Importance of Workflow Visibility

When service providers look at their workflows, or consider implementing a modified or completely new workflow, many factors come into play. Automation is of course the ultimate goal. Increasing throughput, decreasing the number of labor-intensive human “touches”, and making it easier to handle exceptions are just a few of the many benefits that come from automation.

The Business Case for Accessibility

In the UK alone the ‘purple pound’ is worth around £249 billion. Globally, the combined spending power of disabled people is reported to be, a staggering, $6 trillion. As these figures only take into account people who live with a permanent disability, and not anyone who may be experiencing a temporary or situational impairment, it is undoubtedly a conservative estimate. Add to this the projected growth figures due to an ageing population and you have to wonder why companies are not focusing more of their time and effort on attracting and servicing the needs of this valuable market.

A Next Generation Platform for Customer Communication Archiving and e-Presentment (Part3) – Migrating to a next generation platform from legacy customer communications archives

In our last post we looked at some of the critical concerns for migrating legacy customer communication archives to next generation ECM platforms. But aside from technological solutions, you also need practical ones and best practices to successfully migrate a customer communications archive.

Go Mobile!

Businesses that create an exceptional customer experience (CX) can gain an advantage over their competitors.   They recognize that communications are critical to establishing and maintaining customer relationships and that personalizing the delivery of customer communications is essential to the success of their CX strategy.   Consumers expect a seamless, consistent experience across the various channels and devices used to interact with a marketing or transactional communication.   In the mobile-first world in which we work and live, businesses need to ensure that all customer communications are constructed and delivered in a mobile-ready format, that responds to the device being used.

A Next Generation Platform for Customer Communication Archiving and e-Presentment (Part 2) – High speed ingestion and retrieval for large document batches

In out last post we looked at the ideal characteristics of a next generation customer communication archiving platform. In this post we look at one some of the critical concerns for migrating legacy customer communication archives to next generation ECM platforms.

A Next Generation Platform for Customer Communication Archiving and e-Presentment (Part 1)

So, your customer communications archive is old, obsolete, costly, and complex to maintain. It is for those reasons, along with the desire to boost information governance, compliance and to enable better business process management that organizations decide to make the move to a next generation document archive. In this blog we look at what makes an ideal next generation customer communication archiving platform.

Accessible Documents for the Blind from CMOD Archives

Accessible Documents

Accessible digital documents, which are principally Accessible PDF and HTML5 are a rapidly growing required format and delivery obligation for many enterprises – especially those that deal in any way with governmental entities.  There is significant risk and surprisingly high cost in adopting the narrow minimalist “Accommodation Strategy” that many companies follow.  This approach exposes companies to unplanned and unbudgeted risk and expense of litigation as well as reactive remediation labor and cost in the effort to make documents accessible as “one-off” exercises.

What is an NPS® Score and Why Should you Care?

In the past few years CrawfordTech has frequently referenced our Net Promoter Scores. In 2017, we proudly announced that we had received a +63, in 2018 we announced a great score of +68  and in March of this year, we issued a press release that our latest NPS score is +75!  But what does this mean? And why would anyone care? Is a +68 or +75 really that great? After all, when we were all in school a score like that would have meant getting a D, or at best a C.