With customer interaction being delivered across both offline and digital channels, the expectation of accuracy by your customer is high. When missing important details—such as the customer name—the personalization just isn’t there and the customer feels disconnected from your company.
As an IT Director, you may be faced with many problems from other departments that require a solution. For example, no customer wants to receive a formal document that opens with ‘Dear ’, especially from a professional company. It is a poor customer experience, especially since your customers are already bombarded with advertising and other forms of solicitation. Validating data integrity within your CRM should be— and can be— a standard step in data processing. What other mistakes exist in your document template? Does your process send out duplicate statements to a customer?
When an end-customer has recognized their problem in a public way, by which the marketing department is made aware, the IT Director then has the responsibility to locate the problem, understand it entirely and solve it correctly. The problems must be located and singled-out in every circumstance by IT management, so that the satisfaction of the end-users’ digital experience can be restored and maximized once more.
If business users come to your IT department every time they see a mistake in either the data or the template, too much time will be spent on recoding documents or optimizing the data validation process. While actually, it would be easier that the business users who know the mistake can make the changes themselves so that essential information is not lost. It would save them the time from reporting the mistakes, and the templates would be adjusted far more quickly than if they had to rely on already-limited resources of IT teams.
Scriptura Engage helps improve customer experience through the automation of customer communications. Both (B2B) business-to-business and (B2C) business-to-consumer organizations use our Customer Communication Management software to create, produce and distribute essential business communications that are highly-personalized and interactive. They engage more profitably with customers. Personalized documents are created in a 'what you see is what you get' (WYSIWYG)-designer through rules-based dynamic assembly and sent in multiple formats across multiple channels to drive business impact. From one-to-one contact to the high volume output, Scriptura Engage simplifies and automates document-related business processes to improve business performance and efficiency. View your CCM much more as an opportunity to simply market a product. It is the opportunity to improve clarity of your communications with your customers.
We are more than happy to spend some time going over your specific situation, as well as how to improve your CCM procedures by introducing Scriptura to your working environment.