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Don’t want to write that CCM RFP? Let an AI help

Scott Draeger
Posted by Scott Draeger VP of Customer Transformation Wednesday, July 17, 2019 - 18:38

Scott joined the industry in 1997, after earning a B.A. from University of Nevada, Las Vegas. He started as a document designer using several VDP technologies, before moving to the software side of the industry. He has more than 17 years of experience in the document composition software industry as both a transactional document designer and a software vendor. He earned his EDP and M-EDP certification from Xplor and his MBA in 2007 from the Lake Forest Graduate School of Management.

Customer Experience Update
Don’t want to write that CCM RFP? Let an AI help

I get it. It’s summer. You’re busy. You don’t want to write that CCM RFP.

Don’t.

Why not let AI handle the bulk of the RFP writing process? Especially the first part, which is the worst part. While you and the CX team are building your wish list, you are generally tasked with defining the current state of communications. The communication and system requirements are often tough to track down. It’s also difficult to get a full inventory of all of your customer communications. The CCM RFP is so much work that it’s annually deferred to “next year.”

Well, that all changes now!

A year and a half ago, Quadient started creating some AI, ML and NLP-based migration technology to aid in the type of digital transformations that your CX teams have been talking about (even if they haven’t involved you in those discussions). We call this combination of technology and approach, InspireXpress, and we made some significant discoveries that can save time and money in three ways: requirements gathering, migration, and ongoing transformation.

Today we are going to focus on an innovation in requirements gathering that has proven to reduce the specification gathering process of a CCM project plan by at least 50% and up to 95% in some cases, if we’re engaged earlier. We learned that a client spent four person-years writing their specification document that drove their RFP, by hiring multiple experts to trace CCM applications line by line.

While a 50% to 95% savings is powerful, most companies don’t engage vendors early enough to realize this savings. We understand that the process is heavily governed. Our breakthrough can help write the specification accurately, suggest an optimal content strategy, and streamline your future-state communication portfolio. You can only get this if you act quickly.

The reduction in effort comes from allowing an AI-based process to mine your current output for content, templates, and efficiencies that create your customer communication portfolio. InspireXpress simply reads through your actual output. We spend less than a day training the AI to read and separate your customer communications (from any and all systems, commercial or home grown.) Then, we go through your actual communications from your production and archive systems to extract reusable content. We reassemble those elements into optimal templates, work with you to recreate the optimal logic structure and quickly integrate it into your new designs. 

But this only delivers the benefit if you call earlier. If you call us after you have spent person-years writing a detailed specification, you have forever lost the opportunity to have an AI-enabled process write this for you from the millions (even billions) of communications you generate. Give us a call. We’re happy to geek out about the process, discuss how we work with clients to securely handle your production communications during the process. Quadient can usually completely generate your optimal portfolio in two weeks, but you can only save those person-years of work only if you bring us in early.

Download the white paper, "Customer Communication Unification" to learn more!

unification white paper