4 steps to customer transformation: a series
Step 1: Analysis
From conversations with hundreds of customers, we learned that the largest barrier to transforming communications is the high cost of getting an accurate assessment of the communications currently produced. Many customer communication systems are well over ten years old. As a result, many of the changes, updates, and refactoring efforts haven’t been fully documented.
We learned that most enterprises need one to two person-years of analysis to accurately define their current portfolio. With a cost that high, it’s no wonder that many of these projects never begin. But, Quadient generally completes this 90% faster than if our clients worked without our assistance, delivering meaningful analysis in just a few days.
We understand how you got into this position. Think of all the times you had to make a quick change before you went home for the day without fully documenting your work. Making an undocumented change just once a month for ten years adds up to 500 poorly documented changes that are barriers to your migration.
Quadient took an approach that doesn’t rely on information properly documented systems. Our approach relies on your output, which is the most accurate information you have. This approach also doesn’t unnecessarily burden your future communication designs with the limitations of your legacy system through code-based translations.
We work together to analyse your current output, from any and all of your legacy systems. We start by processing a few hundred of your existing communications, as PDF, HTML, PostScript, .rtf, .docx, email, AFP or many other popular (and rare) formats. As we work with clients, we spend a few hours analysing 100-200 output documents. We complete initial analysis overviews in about four hours to ensure viability.
Then, we have a quick meeting to show clients how the Artificial Intelligence (AI), Machine Learning (ML), and Natural Language Processing (NLP) consolidated content and templates work. This gives a first glimpse of the more efficient future state of your communication portfolio.
As you see, even a quick analysis often delivers content consolidation of 70% or more. Companies with a lot of communications, or communications that have grown inorganically for ten years, see massive efficiencies discovered through AI analysis. Even if you have fewer communications, like the company represented on the right hand of the graph below, which started with 38 complex contracts see hundreds of thousands in operational cost savings by reducing content.