Businesses that rely on communicating to thousands of customers, often at the same time, have had to make use of document automation in one form or another.
As such, they expect more from their insurers, banks, medical schemes, and others. They don’t want friction and they want their contracts, claims, policies, benefits and all other correspondence to be quick, clear, personalised and even interactive. In other words, customers have outgrown classic document automation.
However, unlike something as specific as legacy document automation, the concept of customer communication management has evolved into its own rapidly growing IT services subset. CCM affords businesses the ability to keep up with customers and gain a competitive edge by entirely redefining speed to market best practice.
Just how has technology evolved to this point? A modern CCM platform such as GhostDraft does not need to replace or be molded into the code of back-end systems. APIs create a separation layer, allowing the platform to have a light footprint in the organisation – It can communicate with any system and live alongside legacy systems.
This enables them to deliver benefit and value to their customers quicker, while at the same time building out a flexible set of systems that can be used in the future to adapt to both customer and business needs.
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