News Item – ISIS Papyrus September 24, 2008
Posted by Julian Bradder in document composition, fat client, ISIS Papyrus, thin client.Tags: browser applications, document compoisition, ISIS Papyrus
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Papyrus EYE Enables Rich Document-centric Applications with Single Definition for Identical Experience across Browser and Fat Client.
http://www.marketwatch.com/news/story/papyrus-eye-enables-rich-document-centric/story.aspx?guid=%7B15A6652E-23DE-4A19-A9A6-C534490D5A0F%7D&dist=hppr
International Life General Insurance deploys Saperion document management technology September 24, 2008
Posted by Julian Bradder in document archival, electronic documents, Saperion.Tags: document archive, document management, imaging, Inbound Documents, mailroom, scanning, technology
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In a first stage around 210’000 vehicle insurance documents will be processed per year. Expansion is planned.
http://www.finextra.com/fullpr.asp?id=23597
Content Management September 24, 2008
Posted by Julian Bradder in content management systems, customer service area, document composition, document management.Tags: administration, content management, creation, customer communication management, document, editing, publishing
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Content Management is a strand of document management that relates to publishing. Content Management is a technology driven process that supports the publishing process whether it relates to new media such as the web or older media such as newspapers and even messages to publishers.
Content Management Systems typically support workflows across key stages of the publishing process. These might include Creation, Editing, Publish, Administration and availablity of the published work to the consumer.
A key strand of an overall enterprise document management approach, Content Management Systems can be utilised to drive customer communications and to facilitate the handling of customer interaction.
Content management can be used to drive customer communications activity across the enterprise via virtually any chosen communication method.
Mail Savings September 24, 2008
Posted by Julian Bradder in document management, mail pre-sort, mail savings, mailsort 120, post office, post sortation, streamweaver.add a comment
Whether in the UK, US, France or Germany volume producers of mail are able to reduce mailing costs significantly.
One of the principal costs to postal service providers is conducting a physical sort of mail. The premise of the savings are that if a company pre-sorts at the data stage or post sorts after printing using sortation hardware then, the company may benefit from postal discounts.
Companies must have postal outputs that meet specific volumes. In the UK, this is around 4,000 mail items.
Depending upon the type of sort that can be achieved, companies can seek to achieve discount benefits of between 5% – 30%. Not bad if your annual mail bill is £5m per year.
Companies can purchase software, hardware and outsourced solutions in this area and must choose the approach that benefits them the most. This will require an analysis of mail volumes and profiles.
The Executive View September 24, 2008
Posted by Julian Bradder in call centre document creation, document management, point of sale technology.add a comment
Too often and perhaps for the right reasons, Document Management is seen as a cost to an organisation and rarely is it seen enough as an opportunity. It has been something that happens in dark corners of the organisation. It costs a lot of money but it is essential.
Executives need to understand Document Management’s true organisational value. It is a technology leader and a key enabler of wider business strategies. It can reduce costs, it can enable opportunities, it can deliver a competitive advantage.
Document Management can be utilised to deliver advantage at all points of customer interaction.
Document Availability through archive and retrieval technologies mean that service staff can see the documents that customers are calling about. They are able to service the customer more effectively leading to higher customer satisfaction and reduced inbound call rates, reduced costs and improved productivity. It also means that mamoth paper stores can be reduced, significantly reducing organisational overhead. It can also target finance functions, taking in reports and allowing analysis of these reports, reducing overhead and loads of core accounting systems at peak periods.
Document Creation means not only batch processes through snail mail. It also means Point of Sale Document execution. This means that a customer can be signed up, with a contract before they leave a sales representative. Powerful stuff that keeps competitors at bay.
White Space Management September 24, 2008
Posted by Julian Bradder in accelerate cash collection, billing processes, cross selling, customer relationship management, document management, White Space Management.add a comment
Transactional documents such as bills and statements are the one document that you can rely on your customers giving some consideration. On average, people will spend less than 10 seconds reading direct mail pieces. Your customers will spend between 30 seconds and one and a half minutes studying their bill.
This is significant. It is an important part of you relationship with the customer. The opportunity is to not only tell your customers about your bill but to do much more with it.
A typical billing document will contain the customers address, some basic contact information and the core of the statement bill.
However, this renders much of the page unused and it is in these unused areas that opportunity exists. Here you can give customers options to pay, with the potential to accelerate cash collection processes. You can also utilise these areas of white space to promote with relevance. Thus, a customer in her late 50’s might be interested in Pension products and insurance products. A customer in their 30’s may be more interested in Child Trust Funds or College Savings schemes.
By effectively using data within your organisation, this white space can be utilised to best enhance the customer relationship and, ‘share of wallet’.
Customer Management using Document Management – Truly Enterprise Software September 24, 2008
Posted by Julian Bradder in crm, document management, enterprise data management, etl software, extract transform load software.add a comment
The utilisation of Outbound Document Management as part of your enterprise IS and customer management strategy is fundamentally important.
Outbound Document Management offers customer communications opportunities that are significant. By leveraging the data within you enterprise systems, it is possible to communicate with each of your customers on a one to one basis. It is possible for organisations to speak with each of it’s customers with relevance. Speaking to customers with relevance means that they are likely to be interested in what you offer and that you can deliver information that is valuable to the customer.
In order to construct a document, the engine of this process will be a document composition or document creation platform. This engine is relatively simple. It takes data and from observation of data follows a set of rules to create a printable document.
Therfore, the first building block in communicating with your customer is actually data. The big question therefore is how do you harness data to enable this ‘relevant’ discussion with your customers?
The Customer Relationship and Document Management September 24, 2008
Posted by Julian Bradder in call centre, crm, cross selling, customer relationship management, document management, invoice.add a comment
For many service oriented businesses, the opportunity to interact with its customers are limited to perhaps a couple of calls a year to a service centre and communications that are sent via the mail.
For companies with multiple service/product offerings the opportunity is to cross-sell additional products to the customer. The premise is that it costs far more to acquire a customer than to sell new products to an existing customer. It is also understood that losing a customer is perhaps the most costly activity of all.
With such limited opportunity to communicate with customers, it can be difficult to achieve the cross-selling goal. Document Management presents organisations with an opportunity. Probably the most frequent customer interaction is, the customer bill. Usually sent monthly, this is the possibly the most common point of customer interactivity.
However, too many companies see this as just a billing process rather than an opportunity. Bills will be studied and analysed in far more detail than a direct mail item whilst customers are becoming increasingly resistant to sales calls to their home.
By using the bill as a relationship opportunity, organisations can improve their overall customer relationship and cross selling performance. Thus in this context, Document Management is a key component of the Customer Relationship Management process. It is strategically important and should be considered by senior executives in this light.
Document Projects. Marketing & Customer Communications Management 