Still MacGyver-ing Your CCM Workflow?


According to a 2012 CEB survey, many businesses believe their end-to-end process management does not meet their expectations of today’s workflow. The chart below confirms that most companies are falling short of utilizing a fully-integrated and mature CCM process; Document Outsourcing and Defining Documentation/ Compliance Protocol being the weakest links.


                  End To End Process Chart

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So how do you know if your CCM solution is integrated enough to benefit your company or if it’s barely covering the basics? Is it time for a more seamless solution? Here are just a few ways to know if your workflow needs a look under the hood.

1. Too many systems or tools supporting production processes

MacGyver was quite the creative. All he needed was a stick, some mud and a can and somehow he made a weapon to kill five bad guys.  Unfortunately, creating something useful out of random nearby pieces does not help your business’ CCM functionality. Multiple systems result in multiple workflows, inviting errors on customer data and documents and demanding the attention of IT throughout the process. And what about the data? Multiple silos serve as a repository of information, but you lose the ability to look across them to build trends and insight. Data is lost and output is limited, which causes inaccuracies in archives and audits.

Consider this:  Streamline the process to create a single, simplified system to manage intricate data, in order to transform it into useable information. Here's how you do it.

2. There’s too many manual processes

With multiple touch points in strategic document processing, each stage slows down the production of your customer’s documents. Error rates are increased, which creates delayed delivery rates and increased unnecessary costs. Over time, this impacts the customer satisfaction and trust with your company.

Consider this:  Automate the process from the core to the door, eliminating manual touch points to creating an error free process. Here's how you do it

3. Too many letter issues: core documents and on-demand

Effective communication with your customers can build strong, long lasting relationships. But stumbling to produce core and time-sensitive documentation could have an impact on your customer loyalty over time and effect customer experience immediately (if it hasn’t already). Inability to view a customer’s communication history hinders your Customer Service Representatives from quickly resolving customer questions and mailing communications.  And let’s not forget the ever-changing regulatory environment and compliance pressures. On-demand documents not compliance written only invite costly penalties if not implemented in a timely fashion.

Consider this:  Produce letter templates for quick data entry in specific regions to send faster correspondence to your customers, while maintaining the ability to update documents for compliance. Here's how to do it.


Do any of these speak to you?

CIOs and CTOs are looking for ways to simplify and shorten their current business operations while integrating seamlessly with their current systems. And Operation Managers yearn for the processes and capabilities from a customer communication workflow in order to reach customers effectively and improve customer communications. 

Do you need to put a system in place to manage your workflow?

Your workflow is what ties you to your customers. High automation of end-to- end processes requires a greatly integrated suite of technology including tools and services to provide the best customer communication management process to meet the needs of your clients.

For more insight on how to stay connected with your customers through your CCM solution and build a competitive advantage, read our comprehensive white paper from Strategy Meets Action , “Customer Communications for Competitive Advantage: New Options for Business”.