Top 10 Must-Have Capabilities of a Next Generation Correspondence Management System

Download this eBook and explore the top 10 characteristics that modern correspondence management systems should have to meet customer expectations today and in the future.

Quick summary: Top 10 Must-Have Capabilities of a Next Generation Correspondence Management System

Customer Communications are Changing

There is an entire generation of people who will now experience most of their interaction’s brands digitally. Yet organizations in regulated industries including financial services, insurance, and healthcare, still rely heavily on printed correspondence for important communications. This disconnect, along with increasing customer demands for faster, personalized, and relevant digital responses has led many to reassess their current processes and systems for managing customer correspondence.

What’s Broken in Today’s Approach to Correspondence Management?

Customer correspondence is one of the simpler forms of customer communications that organizations selling complex offerings have. While deceivingly simple in appearance, anyone who has managed correspondence within a bank or insurance organization knows just how complex the process can be to author, update, maintain and manage what is typically hundreds to thousands of communication variations.

Key challenges include:

Regulatory requirements are increasingly complex and changing at a faster pace. The variability of regulatory requirements across products, borders and state or provincial lines have made the task of ensuring compliance very complex.

Customer expectations expect personalization. “One-size-fits-all” communications just don’t cut it anymore. Your correspondence needs to be clear and relevant, or you will risk losing a customer.

Digital channels are increasing in popularity. Customers are not only demanding better experiences and content, but they also want to receive those via their channel of choice. This becomes difficult as content and communication templates are typically managed in disconnected silos for different channels.

To address these challenges, organizations need a modern correspondence system that includes these 10 core capabilities:

1. A solution that leverages a modularized content management approach
2. Content is managed separately from the presentation layer
3. Use APIs (and Integrations) to Enable Connections to Systems Producing Communications Across All Channels
4. Support for Variations of Your Communications
5. Advanced Content Re-use
6. Intelligent Search
7. Business-user Authoring
8. Integrated Approval Workflows
9. AI-powered Content Optimization
10. Cloud-hosted

This summary highlights just a portion of what’s covered in the full e-book. Download your for free copy by completing the form above.