New document viewers include productivity and other add-on modules to enhance workflow and provide faster data access, making viewing a vital platform to boost customer experience. One way to do that is with more flexible sharing and viewing of information by the people who need to see it, when they need to see it, and without losing control over privacy and security. Viewing and Redaction – Managing content for better case outcomes and customer experience ultimately comes down to the ability to share information in dynamic and intelligent ways that bring about better decisions and service. In the end, this 360 degree view of the customer enables organizations of all types to provide more comprehensive and individualized service. That’s what Case Management is ultimately all about the dynamic business flows that link together people, processes and information in new, dynamic, and much more agile ways.
At the heart of making information useful is looking closely at the intersection of people, processes and information. Case Management as one of the top trends in ECM today because it brings technology and data together in a way that leads to more valuable outcomes for both businesses and customers. Next generation ECM solutions provide a single interface that is tightly integrated across repositories and establishes a dynamic platform to combine content, security and storage with ready-to-use workflow and process management capabilities that speed the pace of business and provide a superior customer experience.Ĭase Management – To provide a great customer experience, you must manage the process to ensure that each customer interaction has a positive outcome. But a more expansive approach is emerging that broadens implications and benefits especially when you consider the capabilities from a revenue generation and customer experience point of view. Things like information privacy, regulatory compliance and legal discovery are important factors driving common content policies and procedures. It is no longer sufficient to continue to rely on antiquated paper-bound workflow when the very profitability and performance of your organization is at stake.Ĭontent Management – The notion of enterprise content management has been most commonly associated with risk avoidance. Distributed and mobile capture increases speed and responsiveness with the ability to capture and process content anywhere, at any time, using any device. Distributed (with multifunction printers and copiers) and mobile capture (using smartphones and tablets) extends the power and versatility of advanced capture even further by enabling a number of important customer experience tactics and strategies that become important market differentiators. Advanced capture takes the idea a step further with the ability to also capture important bits of information from that form or document and automatically digitize and upload that data as well.
Here are a few of the important capabilities to consider:Īdvanced Capture – By now, the ability to scan a paper document and capture a digital image is a common business practice. And since developers and providers are shifting their focus to offer less costly and less complex platforms, organizations of all sizes and from all industries can benefit from next-generation ECM approaches in new and more profitable ways. The opportunity comes when companies replicate the capabilities and techniques found to be effective in one area to include other important applications within the enterprise. Tools for Superior EngagementĪdvancements in ECM techniques like data capture, case management and digital content management are all tools that can be used to boost customer engagement. But today, organizations are finding new advantages and benefits by expanding their use of ECM tools and techniques beyond the confines of process-specific application specifically with the aim to improve customer engagement and experience. Most applications of ECM have traditionally been limited to rather isolated and process-specific applications. How can you get your current customers to spend more while increasing their loyalty? One way is by leveraging the convergence of Enterprise Content Management technologies and approaches to bring about more powerful customer engagement.