In this section:

Benefits of Customer Communication Management
Capgemini’s joined-up approach
Capgemini’s capabilities
Success stories

Benefits of Customer Communication Management

Customer Communication Management is about getting the most from your all written communications to customers. For example, instead of sending the customer the basic statement, invoice, quote or policy document that your legacy systems churn out, you can integrate another piece of software such as HP Exstream.

These Customer Communication Management systems use data from your existing systems to produce customised documents (paper or electronic) that really work for you as tools for cross-selling and retention. The systems can also automatically determine which document should be sent to which customer. At the same time they help you reduce costs by automating the composition of documents that might otherwise have to be generated manually.

We can help you select this type of solution and implement it to best advantage, integrating it with your current systems. Alternatively, if you have already implemented a Customer Communication Management system but are not yet gaining the expected ROI, we can help you put that right, going back to your original reasons for buying it and showing you how to realise the benefits.

Capgemini’s joined-up approach

Our services in the area of Customer Communication Management include:

• Consultancy
• Full project management
• Technology advice
• Integration architecture
• Implementation
• Application management
• Training programme design and delivery

Capgemini recently acquired Avantias, a specialist in consultancy, technology advice, implementation and application management relating to Customer Communication Management. These services are now available in conjunction with Capgemini’s full range of managed service and outsourcing capabilities, so that we are well-placed to offer you the option of outsourcing non-core tasks while maintaining crucial document content in-house.

We can therefore help you achieve a joined-up approach that delivers business-critical documents in the most efficient way possible.

Capgemini’s capabilities

Over many years of carrying out major projects in the field of Customer Communication Management, we have worked with all the major software tools in this marketplace, and integrated them with a full range of legacy systems. We are technology-agnostic, and can therefore help you select the solution that is most appropriate for your needs without any bias.

Our experience ensures we are up to speed with the latest thinking in this area. For example, we can advise you on the production of “interactive documents” produced on demand, for example by a call centre agent responding to a customer request for a quote. This feature allows you to make sure you always send a pre-approved document rather than an ad hoc one that may contain mistakes.

Success stories

Leading Insurance company

We helped this leading insurance group to up-skill a team responsible for migrating from a legacy solution to a new document composition tool. We provided a bespoke training package that included workshops, group and individual training, plus support and mentoring by a dedicated consultant. The team is now confidently able to take on any new project that the business requires. Immediate benefits have included improved customer satisfaction, faster time to market, reduced maintenance costs and increased productivity.

Major European credit card company

We worked closely with this company, which produces tens of millions of documents per annum, to design and deliver a complete architecture for bringing in-house its document production, previously outsourced. Our work covered everything from liaising with stakeholders, including suppliers, to recommending a solution and planning and supporting its implementation. We also ensured that the solution was fully integrated with other systems such as e-billing and archiving. Disruption was kept to a minimum so that the client enjoyed good business continuity throughout the transition process.