In fact, customer service is often the driving factor behind the adoption of ECM. Production-oriented content management like that delivered by DOXIM ECM can be used to provide customers with electronic versions of their transaction records and monthly statements. With the development of web portals in many industries, the provision of electronic documents is becoming not only a competitive advantage, it is a standard part of doing business.
Electronic documents and content management offer several avenues to improved customer service.
Self-service convenience: For a large and growing proportion of the consumer market, the Internet is the preferred way to conduct business. For these customers, the speed and around-the-clock availability are much preferable to using the telephone to talk to a customer service representative. The more information and services are available online, the more satisfying the customer experience.
Faster service calls: For those customers and those issues which do require a conversation with a live representative, electronic documents can speed up and improve service. Service representatives can find documents immediately and respond to inquiries in one call, rather than finding a paper document and calling the customer back. If representatives have access to exact electronic representations of paper records sent in the mail, they can more reliably identify issues. Again, the more different types of documents are available through the ECM, the larger the benefits.
Better looking, more usable documents: The adoption of a complete enterprise content management system, complete with a composition engine, can be occasion to redesign documents to improve readability and include targeted messages. Improved layout and typography can substantially improve comprehension, which can boost customer satisfaction and reduce service calls. Targeted messages embedded in statements can deliver better results than inserts and are available in both electronic and print versions of statements.
How can DOXIM help you lower costs and increase productivity?
E-Statements: Enable self-service web portals by making bills and statements available to your customers over the web.
Paperless Lending: DOXIM integration with your existing paper-based system or your Loans Origination System makes paper records available online for faster response to customer inquiries.
Hard Copy Scanning: Scanning and loading of archived documents into DOXIM ECM will eliminate long delays retrieving legacy records.
