How IBM® Content Manager OnDemand® helps improves Customer Experience

Connecting ECM and CCM for Better CX

Originally published on the IBM ECM blog.

From their phones, watches, tablets, and PCs, your customers demand consistent communications. They demand that their personal information is both secure, yet always available to support their customer experiences. They demand simple experiences without redundant questions or data entry. They demand that you correct the fat finger data entry errors they didn’t notice. They demand clarity in the communications you send to them. They demand convenience in your responses to those communications. In the age of the customer, you either deliver to their high standards for improved CX (customer experience) or lose them as customers.

This is why IBM Content Manager On Demand(CMOD) is a top choice for Quadient Inspire clients (insurance companies, financial institutions, telecommunications providers, and leading BPOs). Our clients create and deliver millions (some even create billions) of communications each year that need to be archived. These communications market, sell, confirm, service, and renew products and services for leading banks, insurers, utilities, telecommunications, BPOs, and governments. They are to be printed, emailed, viewed on a web page, displayed as a responsive design, or appear on other channels. Our clients are 100% accountable for the communications they produce, resulting in a need for a scalable, responsive and reliable ECM (Enterprise Content Management) system to sit next to their CCM (Customer Communications Management) solution.

Often times, it’s not the communication that counts, it’s the follow up that makes the difference. Integrating CCM to a powerful ECM system turbo charges future customer experiences retrieving relevant information when seconds count. Whether you are hosting a self-service interaction on a web/mobile app, a face-to-face interaction with a field agent, or a call center incident; IBM CMOD’s rapid retrieval time scan help save critical seconds to help you project a confident and capable brand image.

New communication channels appear at speeds that far exceed the speed of IT budgeting processes, so the IT team has to be built to accommodate requests quickly. Using IBM Content Manager On Demand, architects integrate their CCM technology to the content that is designed to make the experience quick and convenient.

As new channels appear, we have seen new types of documents and records populate IBM CMOD. Increasingly, our clients have had requirements to store content in both high-volume batch scenarios (millions at a time) and single communication scenarios (one at a time.) We find IBM CMOD and IBM ECM overall is up to the task, which helps CCM effectively serve print, email, mobile, interactive and web channels even without using multiple ECM systems.

This combination of CCM allows us to bring context to customer experiences. For example, when a customer calls you, we send simple search parameters to IBM CMOD and we retrieve data about the client. Once we have that, we pull the relevant contract from a few years back, along with a recent invoice. We quickly put it in front of a call center representative, giving them access to information without repeatedly asking for a customer’s account number.

We have seen that connecting ECM to CCM technology is a powerful way to raise the profile of many communications that are underappreciated and under-managed. Quadient Inspire can also help simplify your enterprise experience strategy by integrating adjacent CX technology into the our integrated customer experience delivery portfolio (see 2017 Gartner Magic Quadrant for Customer Communication Management). The content stored in IBM CMOD can gain new life in new channels, giving our clients the tools to be a part of the larger CX ecosystem that exists outside of their business unit.

Quadient is proud to have IBM as part of our Partner Advantage Program.