These days, the demands made on organizations to provide superior customer communications go far beyond personalization. Customers now expect communications to be delivered using the channel of their choice—in an intelligent, timely, context-sensitive way.
For example, while one customer might want bills delivered via email and service notifications via text message, another may choose a completely different approach. At the same time, regulations might override customer preference. To meet the wide range of demands, organizations must be able to communicate different messages via different means, depending on customer preferences and legal requirements.
Across all industries, organizations have struggled to create, personalize and deliver communications that effectively engage their customers through multiple channels. Customer Communications Management (CCM) software is not only addressing this challenge, but also increasing efficiencies, reducing costs and ensuring compliance across the enterprise.
Take, for example, some of our customers, highlighted in the accompanying graphic (below). These customers understand the critical benefits of having the right CCM software, including:
- Lincoln Financial Group produced 720,000 pages in just one nightly batch, while reducing document production time by 50%.
- Cost savings. Independence Blue Cross saved $2.4M per year through its new processes, while Emblem Health is saving millions of dollars annually by going paperless and eliminating external print vendors.
- Customer experience. Virginia Farm Bureau Mutual Insurance improved response time to customer inquiries by an estimated 200%, while Santander Private Banking created a world-class statement that provided a competitive advantage.
This last point is becoming even more critical as organizations take steps to become Digital Enterprises. By adopting the benefits of CCM and ECM, companies can improve customer experience by supporting rich, bidirectional and multi-channel interactions, ultimately driving customer engagement, satisfaction and positive business results.
Customers aren’t the only ones interested in the potential for CCM. Gartner Inc. has just published its third annual Magic Quadrant for Customer Communications Management Software, and I am very pleased that EMC has been named a “Leader” for the third year running. The report evaluates the CCM market worldwide, with a detailed analysis of 16 solutions, including EMC Document Sciences xPression.
EMC Document Sciences xPression is a standards-based CCM platform designed to dynamically create highly personalized and customized communications for multi-channel delivery. With xPression, organizations are able to produce timely, accurate, and personally relevant communications on-demand, interactively, and in high-volume batch. xPression is available for implementation on-premise and via EMC Managed Services OnDemand, which can streamline its deployment in the cloud. Additionally, customer feedback shows that xPression is easy to use and provides strong design capabilities, leveraging familiar authoring tools from Microsoft® and Adobe®.
To me, this leadership position reflects our deep understanding of our customers’ needs, the needs of our customers’ customers, and our vision for successful Digital Transformation. While we are gratified by this acknowledgement of our leadership, seeing the benefits that our customers receive when using xPression is even more rewarding. Positive customer experience is our main goal as we strive to offer the most innovative and scalable CCM platform on the market.
This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from EMC.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.