September 22, 2020

CCM Gateway for Nuxeo Brings Together Customer Communication Management and Enterprise Content Management

Erin McCart | Sr. Product Manager

Crawford Technologies and Nuxeo, a leading enterprise Content Services Platform (CSP) have developed a new reseller partnership and platform integration that gives Nuxeo the ability to provide organizations a seamless way to move high-volume transactional documents and associated customer communications, regardless of format, into the Nuxeo CSP.

Customer communications and important customer-facing documents, bills, invoices and financial statements for insurance, banking, utilities, medical, mortgages, property taxes, credit cards and phone services, are generated by core business and customer communications systems. Most of these documents are created in proprietary print formats that are not effectively supported by enterprise content management systems (ECM) and content services platforms (CSP).  Therefore, many organizations rely on expensive and outdated archiving systems to store and manage these types of documents today.

CCM Gateway for Nuxeo, developed by Crawford Technologies, provides sophisticated, universal print stream conversions, indexing, and document classification for a wide range of print formats, including AFP, Xerox, PDF, PostScript, PCL, and others. It makes it possible for Nuxeo customers to rationalize outdated archiving systems and manage all content including critical customer communications with the Nuxeo Platform.   This approach ensures that all electronic documents are effectively managed, securely stored, and fully compliant with best practices and regulatory standards.

Figure1: CCM Gateway for Nuxeo

Crawford Technologies’ CCM Gateway integration for Nuxeo provides several key benefits:

Effective processing of high-volume transactions

CCM Gateway for Nuxeo is scalable to meet customer requirements for incoming communications and backfile conversion projects. It handles high volume customer communication archiving by distributing processing in a multi-node architecture while delivering individual documents to Nuxeo rather than opaque batch files that provide limited value beyond archival. CCM Gateway for Nuxeo also delivers important index and metadata to properly store, process, retain, and ensure searchability in the future.

Efficient handling of incoming customer communications

Industry regulations require retention of statements, bills, invoices, and correspondence in banking, insurance, and healthcare. CCM Gateway for Nuxeo supports workflows that include file capture, document transformation, indexing, and delivery to Nuxeo. Workflows can tailor processing based on document type, metadata, and index information, to ensure documents are processed and stored appropriately for future use.

Useful standardization of customer communication formats

By standardizing customer communications formats and extracting important metadata, organizations can improve productivity and business processes by ensuring that relevant information is available for straight-through processing and quick decision-making for remaining manual tasks.

Valuable 360-degree view of customers

CCM Gateway for Nuxeo gives organizations a comprehensive view of a case by combining customer communication documents with enterprise information with the Nuxeo platform. This approach is essential for enabling employees to efficiently interact with customers.

By combining Crawford Technologies’ powerful transformation capabilities with Nuxeo’s modern approach to traditional enterprise content management, organizations can rapidly create business applications that extract even more efficiency and value from enterprise information, no matter where it exists and in what format it’s stored.

To learn more about Nuxeo and its customer communication management and Crawford Technologies’ CCM Gateway for Nuxeo solution visit: https://www.nuxeo.com/products/customer-communications/ or you can contact the author of this blog post, Erin McCart at emccart@crawfordtech.com.