As businesses evolve from the start-up phase, supporting the overall needs of the organization requires a revaluation – and perhaps a complete refresh – of internal processes.

Changing processes can prove a complex task, with employees clinging to old habits. This creates challenges as old processes can’t support increasing demands, resulting in pain points where businesses end up falling short of customer expectations. This is bad for reputation and sales.

Fragmented Communications Result in Poor Messaging

Businesses tend to rely on multiple tools when sending correspondence across multiple channels – physical mail, email, text messaging (SMS), etc. – but the lack of integration causes fragmentation. Customers are sent the same message across multiple channels or not in the format they want, resulting in wasted effort and expenditure, as well as a lack of engagement.

Using multiple tools also means that employees have to revert to manual processes. Data may have to be re-entered multiple times to produce correspondence in different formats, and this increases the likelihood of human errors. If documents end up with the wrong recipients, businesses can face fines and lose business due to unhappy customers.  It also leads to lost revenues associated with marketing messages that never reach the right person

A Single Cloud-Based Communications Platform Addresses Key Business Objectives

In order to ensure each critical communication is being sent with the right message in the right format and to the right recipient, businesses should adopt tools that can centralize all available communications channels. Not only does management become far easier, but it also helps businesses address four common objectives.

1. Ensuring Revenue Growth

Such tools simplify the capability to personalize, enabling each individual item to be transformed into a revenue generator. Communications become targeted, with messaging specific to each recipient, while automated workflows means better resource control.

2. Increasing Customer Engagement

Personalized correspondence means customers feel special and that the business genuinely cares about their needs. This leads to lasting relationships and repeat business.

3. Risk Mitigation

Cloud-based communications tools ensure the delivery of correspondence to the right recipient, meaning no fines for exposing sensitive data inadvertently. Furthermore, documents are automatically scanned and archived in the cloud so there are full digital audit trails that are easily retrievable.

4. Controlling Spiraling Expenditure

By automating the preparation and sending of critical business communications, organizations reduce unnecessary expenditure. There’s no more needless printing, postage and storage of physical items as more are sent and stored digitally. Manual labor is reduced as a result of process automation and IT costs are also reduced as there’s no longer a need to pay for multiple solutions to manage each channel, even when dealing with communications being sent from across multiple sites.

Payal Khandhedia

Payal Khandhedia

Content Marketing Manager, Business Process Automation

Payal Khandhedia is a Content Marketing Manager at Quadient focusing on business process automation. Payal brings strategic insight and product marketing analysis and experience from her tenure and roles in product management and marketing positions held at leading Wall Street firms like Morgan Stanley and OppenheimerFunds. Throughout her career, she has built a strong personal and professional brand predicated on excellent customer relationship management and communication, complex problem solving, change management, and product and sales strategy among others. 

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