ccm

InfoTrends Study: High-Volume Document Output Businesses Must Take CCM Seriously to Capitalize on Market Trends.

Imagine – 35% of bills and statements in the U.S. will be paperless by 2017. This prediction from the latest InfoTrends’ study presents the HVTO market with challenges and opportunities. Banks, insurance, telco companies, and utilities will be challenged to keep up with the ever rising need for online availability of personalized documents and tools that allow for on-demand document generation. However, the opportunities are promising: these companies may be able to reduce their costs by eliminating 1/3 of print output while increasing revenues from highly relevant trans-promo messages within transactional correspondence. It is clear that, to keep pace with the latest and future customer behavior shifts, high volume document providers must think strategically when making decisions that affect their customer communication management processes . To help our customers do that, Actuate Xenos Group experts have already developed a framework for success which includes 4 components: Consolidation of the correspondence management process – to reduce costs Control over branding and messaging – to increase revenue Compliance with legislation and regulations – to minimize risk Customer-centric approach to creation of printed or electronic versions – to differentiate by superior customer service Having these four components in place sets organizations up for success in taking advantage of the trends in customer communications management. Learn more about what it takes to build an efficient, forward-looking CCM system. View our exclusive white paper Best Practices in Customer Communications Management.

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Unveiling Brand Moments That Matter

I am very excited for the latest release of our Web Experience Management product – we are transforming organizations worldwide with powerful new capabilities we unveiled this week. Our launch themes are designed to empower marketers, customer service and every line of business to engage the new digital consumer in this age of experience. Organizations must rethink how they can deliver branded moments that matter across different geographies, languages, social and media channels. We have enabled the enterprise to be truly responsive – agile and adaptive to the consumer at the moment they want to engage with you. It is imperative that every marketer worldwide reinvest in the web to deliver targeted experiences that flow across devices and screens. OpenText can enable an organization today to engage the new mobile consumer in a way that brings agility to digital marketing campaigns and at the same time engage the employee and embrace the partner channel all with the same CEM solution. It is no longer only about sharing information across multiple touch points. Organizations must map the individual’s journey with targeted omni-channel experiences across mobile, social and traditional www sites. It is one thing to be responsive but more importantly, organizations must deliver targeted moments that matter incorporating digital media from DAM to traditional print from CCM – nothing else is like it on the planet. Seeing is believing! This week,we showcased the new release of WEM at an event in San Francisco, California at the Exploratorium on Pier 15. We had guests from all across North America join us to see the product up close and hear first-hand, amazing stories from two of our customers – Wells Fargo and Taco Bell. Lori Robinson from Wells Fargo shared insights into how all 275,000 team members can use Web Experience Management to increase productivity and access information that in turn improves the end customer experience. With every percentage point of productivity and information access improvement comes thousands (if not millions) of dollars in revenue gains. Nicholas Tran from Taco Bell stated he has“the best job in the world” working with the website and social media to capture his customers’ experiences. His team helps build brand awareness by sharing stories, both humanitarian and fun, with others through WEM. If you missed it – check out www.opentext.com/wem.

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The Problems with Most CCM Systems Today

When Actuate decided to develop a solution for Customer Communications Management (CCM), we didn’t want to stay stuck in the past. Historically, problems have existed in CCM, and we wanted to create something that would address them. But first we had to identify what those problems were. The main issue, of course, has always been that each step in the CCM process has been supported by a different toolset from a different technology vendor. That equals up to five or six applications, all cobbled together to try to construct a cohesive system. But we all know that technologies that weren’t designed to work together can never truly be cohesive. So issues emerged: The system couldn’t keep up with new business needs and new demands. Today, most organizations need solutions that can scale dynamically and work within any cloud configuration (public, private or hybrid). Also, the output format for statements is changing: consumers expect to access their information online or through mobile devices, and to interact with it once they do. In order to keep up with changes like these, all components of a CCM system must be scalable. However, when relying on multiple technology providers, you’re always likely to get one that falls behind or prioritizes different upgrades and features from the ones you require. The CCM system doesn’t work in unison. By using components that come from separate vendors, organizations are forced to learn, work with and maintain the varying capacities of different technologies, piecing them together as best as possible. Hand-offs break, data gets lost in translation and IT scrambles to create custom code in order to process content seamlessly. Nothing is in synch, because nothing was designed to work in unison. Accountability is difficult to determine. If a problem emerges, it’s challenging to find out where blame falls: is it with the Data solution or the Document Composition tool, for example? Each may work fine independently, but fail when used together. Too much time and effort is spent running diagnostics and troubleshooting instead of optimizing the system’s features and performance to stay competitive. It’s impossible to audit data as it moves through the process. As data moves from processing to content storage and delivery, organizations want, and are often required, to keep track for auditing purposes. However, today’s systems aren’t integrated, which makes an end-to-end audit trail virtually impossible. All of these issues make it difficult for companies to make effective use of their CCM solution or to rely on it completely. As a holistic solution, Actuate’s CCM solution moves past all of those problems, since it was designed to be a single system that encompasses the whole CCM process. The historic problems of CCM become just that: history. Learn more about Actuate’s Customer Communications Solution.

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Customer Communications Management: The Rundown

Here at Actuate, we get asked this question a lot: What exactly is Customer Communications Management (CCM)? Consider organizations that handle vast amounts of information for millions of customers: cell phone bills, credit card statements or insurance policies. They need to ensure that the process that gets those statements to their customers runs smoothly, while managing every step in the data flow. The process also has to be flexible enough to respond to changing business, IT and customer requirements. For that to happen, organizations rely on the six steps of CCM: Data Acquisition and Analytics. To make it useable for transactional documents, raw data is captured, normalized and augmented to ensure accuracy and completeness. Document Composition. Data is formatted in a way that’s visually appealing and user friendly, adhering to corporate brand standards and accommodating personalized advertising with intelligent, targeted trans-promo offers. Document Processing and Transformation. Business rules are defined that outline how content will be processed, how and when data will be acquired, what composition templates will be used to format the data, where the resulting documents will be delivered, what repository the content will be stored within, what format will be used to store it and what index or metadata information should accompany that content. Multi-Channel Delivery. Everything is formatted so that customers can receive their information in the way that works best for them, whether that means print distribution, online, smart phone or tablet access. Electronic Archiving. Data is archived to satisfy regulatory requirements, provide high-speed search and retrieval for internal discovery and analysis, reduce internal helpdesk costs and improve information availability. Portal Technology. CCM portals connect customer-facing applications with relevant content to increase information availability and reduce manual processing. Portals deliver communications in traditional static formats, like PDF, for simple statement review, as well as in interactive HTML formats that provide insight through rich graphical visualizations and allow users to interact directly with the transactional content. Getting the CCM process right helps organizations use data effectively and efficiently. That’s where Actuate comes in. Learn more about Actuate’s Customer Communications Solution. Learn more about our Customer Communications Solution.

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