Today’s Post By: Brian Phelps, WW Sales Leader – Content Manager OnDemand Solutions
Despite the increasing digitization of business today, the truth is that most companies continue to print and mail thousands of pages of customer correspondence every month. All of this printing, paper and processing costs more than $3.00 for every statement, bill or remittance to every customer…every time. Now, you do the math. What is all of this costing your company?
Studies show that over half of your customers don’t even want all this mail; most would much rather view it information online. According to Provoke Research Partners, 78% of US consumers prefer to view their bills and statements online. This is up from just 32% in 2012. But it can be difficult to make the move to online presentment without the right tools and strategies in place to make the migration a success. Indeed, many Enterprise Content Management systems are popular for their ability to capture and store customer information in an archive, but very few are well suited to the task of presenting that information back out to customers online as a replacement for traditional print and mail.
Innovation with CMOD
IBM Content Manager OnDemand, or CMOD, is the best solution in the industry for providing customer self-service to access their own account documents and data. We designed CMOD as the perfect platform to optimize how you handle your customer communications and it has a number unique capabilities and trade patents that that separate it from any other content management solution available today. Not only does it make bill and statement presentation easy for customers, but behind the scenes its unique compression strategy means that you can store more data using much less storage space.
Navigating Value and Service
Organizations find additional value buy pairing CMOD with IBM Content Navigator to create a single view of customer information whether it’s in the company call center or being access on the web or via a mobile device by a customer. This way both service agents and customers are literally on the same page, working quickly to resolve problems and to create a great customer experience. And since CMOD is not complex to deploy, so you’ll start getting value right away. In fact, one customer recently implemented CMOD in just two weeks. They ingested statements for 500,000 customers, and by the third week over half of their customers were already accessing their own statements online.
Age of the Customer
Customers today expect the ability to access to their information from wherever and whenever they choose. Why not take advantage of this opportunity to connect with your customers in new ways using their statements and bills? Let’s face it, for many companies, viewing bills is the primary reason that their customers access their website to begin with, so by presenting statements and other routine correspondence on your site you immediately drive more traffic to your site, increase the value of your online presence, boost customer satisfaction by presenting account information online, and save more than $3.00 for every customer mailing suppress while doing it. Best of all, more customers coming to your website means more opportunities up-sell, cross-sell, and communicate in more profitable ways.
Are you ready to make a statement with your statements, bills and other customer correspondence? Look at IBM Content Manager OnDemand and see why thousands of other customers have already implemented this solution. For more information on customer self-service, download this free Frost & Sullivan white paper.