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Customer Communication Management

For Banking & Financial Services

Reach your customers with custom multi-channel digital communication.

Banks and financial service providers generate an array of communications to interact with their customers. It entails account statements, proposals, notifications, policies, letters, etc. These communications enable businesses to get through with customers, enhance customer loyalty and deepen their share of customers’ wallet.

Key Business Challenges

Higher printing and mailing costs for customer-facing communications
Higher turn-around time due to manual creation of documents, letters, e-mails, etc.
Consolidation of information from multiple systems into a single customer statement
Unsecured communications without digital signatures, and password protected PDFs

Inability to track communication delivery and response
Ad-hoc document generation from the web, mobile, email etc.
Lack of multi-lingual communications
Absence of centralized template repository, leading to inconsistencies in compliance and branding

Burdened with legacy IT systems, many banks have hard-coded documents, and out-of-date output communication systems – all dispersed. Appending to these challenges are the dynamic regulatory compliances, which banks have to adhere to while communicating with customers. To cater to the ever-increasing expectations of customers, banks have created layers of applications on top of core banking systems, which has made their architecture slow and sluggish.

Use Case Scenarios of CCM in Banking

Consolidated Statements

Create unified statements over multiple statements including account statements, retail individual statements, credit card statements, and brokerage statements

Letter Generation

Generate letter, notice and reminder as per requirement of customers

Welcome Kits

Create personalized kits for seamless customer on-boarding, comprising welcome letters, manuals, marketing brochure, rules and regulations booklet, etc.

Advisory Reports

Generate personalized, targeted investment and market reports for customers to make an informed decision

Customer Services

Create timely communications in the customer’s preferred language and engagement channels

Business Benefits

Docbyte’s Communication Management solutions enables banks and financial service providers to streamline enterprise-wide communications and reach out to digitally targeted audiences across engagement channels. Leveraging CCM, insurers can roll out high-volume operations documents, one-to-one customer communications across multiple channels such as the web, mobile, email, social, print, without having to replace their legacy systems. CCM enables organizations to reliably manage customer-facing communications, thereby enhancing acquisition & retention rate and deepening their share of customer wallet in the long run.

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Avoid Risk

Ensure compliance with standardization and extensive audit
Provide real time responses to changing regulatory compliances

Enhance Customer Experience

Enable customers to access documents anytime, anywhere via self service
Reduce wait time and minimize error rate for your front-office communications

Minimize Operational Costs:

Automate millions of complex correspondence in a day and reduce unnecessary waste of paper and postage costs
Decrease call-center volume of on-demand communication generation by a significant margin
Create, develop, and approve content once, then reuse it across multiple communications, thereby enhancing efficiency and reducing production costs

Strengthen Customer Base

Improve ability to target and tailor new offers to increase up-sell and cross-sell opportunities
Acquire customers faster by sending proposals and quotations in real-time
Reach out to customers with targeted offers and promotions for new products and services, based on their needs, profiles and preferences

Testimonials

“Even without comparison to other parties. We resolutely chose Docbyte because we trusted their expertise to fulfil this project quickly and accurately, based on their experience and references.”

Anita RubbrechtCapacity Manager, Crelan – Read More

“The feedback we received from the pilot project users is overall very positive. The benefits that came across most frequently were: ease of use, gain of time, productivity increase, more focus on the core job and less frustration.”

Monique SomersCustomer Service Export CMA CGM – Read More

“We were looking for a system that should really be intuitive. A non-trained co-worker should be able to sit at a desk and use it straight away, because then we know that we have a user-friendly system that will really help to improve our services towards our stakeholders”

Bart Van BouwelProgram Manager Digitalisation, P&V Group – Read More

“Working digital is more secure: digital files are on various servers, while paper files were at risk from fire, water damage… However, the most important advantage of all was the time-saving.”

Olivier HalflantsDirector Non-Life Federale Verzekering – Read More

“Choosing Docbyte’s Electronic Patient Archive in combination with their Application Retirement solution was, for AZ Alma, a deliberate and future-oriented strategic decision.”

Fritz DefloorDirector of ICT and Administration, AZ Alma. – Read More

“The solution for our invoice management system not only generates substantial savings, it also allows our staff to concentrate on their core duties. A clear win-win.”

Olivier Ryshead of administration at Jan Yperman Hospital – Read More

Interested? Request a demo!

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