Customer communication is evolving rapidly. Leading market analysts continue to introduce new trends, and it is up to each organization to choose those that deliver the greatest value. With limited resources—both human and financial—the key question is where to focus efforts so that investments deliver results as quickly and effectively as possible.
The answer is different for every company. It depends largely on the maturity of the organization’s current customer communication solution. Some companies have already implemented centralized communication platforms, while others are only beginning this journey. Equally important are the specific requirements of the customer segments a company serves.
Is it therefore possible to offer general recommendations on what to focus on? Based on our experience, for most companies in the Czech market we would recommend the following:
Move from multichannel to omnichannel and fully leverage digital channels
Most companies have already supplemented printed communication with electronic channels such as email, SMS, or customer portals, and they are able to adapt channel selection to customer preferences. However, far greater impact can be achieved through proper orchestration of multiple channels within a single communication flow. The strengths of individual digital channels can then complement each other effectively.
In practice, this might mean, for example, sending documents by email combined with an SMS containing an access code to those documents.
Time-to-market
Today’s competitiveness is driven primarily by the ability to respond quickly to market demands and competitive actions. With digitalization and omnichannel communication, the volume of documents and customer communications that need to be designed and managed continues to grow.
But can this be reconciled with the pressure for agility and speed? Is there a way to shorten these processes from weeks to just hours? The key lies in transferring tools for designing, managing, and operating customer communications into the hands of business users. The result is a minimal need for IT involvement.
What does this mean in practice?
First and foremost, it is essential to define a clear communication strategy and an implementation plan that reflects the specific conditions of the organization. This is where the knowledge and experience of a partner with a proven track record of successful projects can make a real difference—helping companies gain a significant competitive advantage in customer communication over the rest of the market.
Other stories
Česká podnikatelská pojišťovna, part of the international insurance group Vienna Insurance Group, serves more than 1 million clients and manages over 1.8 million insurance contracts. With more than one million insured vehicles, it has become the third-largest provider of this type of insurance in the Czech Republic.
More than half of companies believe that within one to two years they will become the most important customer communication channel.
What should be taken into account when designing customer documents?
Do you know the key customer communication trends for the year ahead?
O2 Czech Republic has successfully implemented its strategic Simple On-line Company program, which included the central Output Management solution delivered by us to support customer communication at O2.
In the study The Forrester Wave™: Customer Communications Management, Q2 2016, 14 companies were compared based on their current solution offerings.
Do you need to respond with agility to market demands or competitive moves in your customer communication? Change the way you manage customer communication…
And build a better Customer Experience this way.
Pro Document Services is pleased to announce the successful completion of changes to its governance structure and executive management team.
The architecture and technologies of centralized Output Management are primarily used to deliver modern customer communication strategies. However, they can be just as effectively applied to streamline internal company processes and internal communication. This approach has also been adopted by Kooperativa Insurance.
As part of delivering customer solutions, we apply the principles of omnichannel communication. What are its key characteristics, and how does it differ from multichannel communication?
In the field of customer communication, it is essential to listen to customer needs. That is why our strategic partner, Inventive Designers, has introduced a new, extended version of the Scriptura Engage technology platform.
At Kooperativa and Česká podnikatelská pojišťovna, we have successfully implemented an Output Management solution.
There are many trends in customer communication today. Which ones are worth focusing on?
Can you leverage this better than your competition?
We are proud to have contributed to our customer’s success.
Are you creating a new customer communication strategy or updating an existing one? The trends in this area are clear—omnichannel, digital transformation, and more…
Our strategic partner and technology provider of the Scriptura Engage platform, the Belgian company Inventive Designers, has become part of Unifiedpost Group, one of Europe’s leading providers of solutions for customer communication technologies and online financial services.
Avoid the Most Common Mistakes in Customer Communication
Digitalizing communication is more relevant than ever. What should you focus on?
Customer expectations continue to rise, and it is up to you to keep finding new ways to meet them while withstanding the pressure of a highly competitive market. High-quality products or perfectly delivered services alone are no longer enough to ensure customer satisfaction…
It would be hard to find a company for which acquiring and retaining the largest possible base of loyal customers is not a priority. A key prerequisite for achieving this is the ability to communicate in a modern way, maintain a clear overview of communication history, and effectively process customer data.
To achieve its goals, O2 chose our new ALFA technology.
Do you know which ones they are?
Together, we continue our collaboration toward new successes.
Une communication efficace avec les clients constitue l’un des piliers clés de la gestion de l’expérience client et un levier essentiel pour créer des avantages concurrentiels…
Inventive Designers, our strategic partner and the developer of Scriptura Engage, is organizing the international professional conference Engage18 – The X-Factor.