Compart - Document- and Output-Management

Process Automation, Personalization and Open Interfaces as the Next Stage of CCM

Create the basis for extensive automation of all document-relevant processes with consistent data and open interfaces in your customer communication!

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Lay the foundations for advanced automation of all your customer communication document processes by ensuring data consistency and agility through open interfaces
In the digital age, customers of private companies and users of public services now expect ever greater responsiveness, accessibility and quality in the handling of their requests. To meet this challenge, companies and public services must take a new step in their digital transformation.

This is characterized by an ever-increasing automation of the management, production and distribution processes of customer communication on all channels (print, email, web, mobile). Although document management structures have evolved considerably in recent years, the agility and flexibility of CCM, document production and distribution infrastructures remain major strategic challenges.

The strategy for automating document processes is to put the customer at the center and offer a consistent and personalized communication experience across all channels. This necessary modernization of customer communication throughout the organization is based first and foremost on the ability to ensure data consistency and availability at all times and in all contexts. It also relies on a new architectural approach. This consists of decoupling, without destructuring, the various stages of receiving communications, creating outgoing documents and sending them via the appropriate distribution channel without constraints.

Customer Communication Management (CCM) relies on the most modern technologies (Cloud, API REST, Docker containerization) to achieve these objectives, working simultaneously on six areas of transformation.

Flexible Customer Communication: As Part of The Digital Transformation of Companies and Public Authorities

Architecture
API Economy
Personalization
Dynamic Process
Omnichannel Output Management
Production
Architecture

Anticipating and controlling for a truly industrial production

An often overlooked aspect of Customer Communication Management (CCM) is its industrial dimension. Seemingly simple tasks, such as composing, formatting and sending a personalized document, are in fact repeated thousands of times. But, because of the need for personalization, each time they follow specific rules linked to the profile of the recipient customer. In many cases, this personalized communication takes place in a transactional context, in response to a customer's request or during the exchange with the customer. Business operators need to be able to quickly check the document they are about to send for anomalies before it is actually produced.

DocBridge® solutions are designed to provide the visibility required for effective customer communication at any point in the process. Their open technology design makes it easy to integrate the visualization and control functions that business users need into their business applications. These capabilities also play a key role in the scalability of customer communication. They enable new communication channels to be integrated more quickly, or new functionalities or business rules required by the business to be implemented as quickly as possible.

More on the importance of data in Customer Communication:
Kundenkommunikation Daten und Prozessautomatisierung
API Economy

Customer communication is currently undergoing a rapid change

Customer communication is currently undergoing rapid change. Today, information on one and the same business transaction is exchanged via different media. What is required is a high degree of "suppleness" in order to be able to "serve" from one channel to another or even several media simultaneously when necessary. The question remains how to achieve this agility - and without much effort. A basic prerequisite is that the IT systems used in a company must have so-called open programming interfaces (API) so that applications, both internal and external, can act efficiently and smoothly among themselves, i.e., exchange data (for example, via a cloud) and can be combined with each other.

In principle, this is about "working together" within the so-called API economy, which offers companies unimagined opportunities to flexibly adapt or expand their business field to market requirements without having to invest heavily in the development of new software solutions every time a change occurs.

This ability to integrate new applications and services into existing IT structures at will will help companies add value, especially in their customer communications. Suddenly, completely new scenarios in document and output management are possible.

Read about the role of API in Customer Communications

 

Personalization

Important part of the digital transformation

As customer expectations have evolved, the need for personalization has outpaced the ability of business applications to meet them. In practice, business data is often insufficient to achieve personalization. It must be supplemented by parameters that are often specific to the variable data document composition/production platform that will be used. This separation of data has a major impact on the agility of customer communication, especially for the integration of a new distribution channel. It is also a major impediment to business visibility and responsiveness in the event of an error.

Compart's DocBridge® solutions address this major challenge to customer communication automation by reversing the processing paradigm. Application-specific parameters and data changes to a communication channel

Parameters and data changes for a particular application and communication channel are no longer generated in a specific way and sent with the document. In Compart solutions, the approach is to centralize and make available both the parameters, rules and shared functionalities. They are thus reusable by all document composition or production processes, regardless of the source and the output channel.

Kommunikationskanäle - digitale Transformation
Manage personalized CCM transparently with Compart
  • Compart's solutions enable companies to quickly customize variable documents and securely send them via the desired analog and digital communication channel without risk of error. They are designed for high throughput and serve all electronic and physical output channels.
  • Compart assists in developing an effective quality assurance strategy across the entire document cycle - from creation, modification, conversion to dispatch, including archiving.
  • Compart has a profound know-how of all common data and document formats and enables the preparation and transformation of documents of any type into the desired output format.
Dynamic Process

Dynamic Process Composition for Truly Automated Customer Communication

Modern personalized customer communication is not just about the ability to use variable data. To be effective, it must also make intelligent use of this data, based on business prescriptions in terms of the customer journey. In most situations, however, the implementation of these good customer experience management practices is often hampered by technical limitations.

For example, it may be more complex than expected to offer a customer the ability to download a PDF of the invoice they just received to their cell phone. This is because the composition platform requires the entire document to be regenerated from a new data request to the business application.

In Customer Communication Management (CCM), the important thing is not to be able to define rules in theory, but to be able to apply them without being limited by the rigidities of the infrastructure.

In Compart's DocBridge® solutions, this capability is based on a thorough decoupling of the core production functions of customer communication at the most basic level. For example, the dynamic document composition tool only performs this task and can be called up independently without triggering a whole series of other processes. The same is true for conversion tools, enrichment rules, etc. The API mode architecture thus allows businesses to faithfully model the expected customer experience by linking the relevant processes at will for truly automated customer communication.

Omnichannel Output Management

Every document can be output on every channel

Omnichannel communication means breaking away from a specific page format so that any document can be output on any channel without "expensive" detours such as de-formatting, etc.

In other words, the choice of the respective dispatch medium is decided anew for each business transaction. For companies, this means that they must separate the creation and dispatch of documents and establish a central output management instance. This "hub" decides, based on defined rules and criteria from the specialist departments (e.g., sales, marketing, service), which data is output in which layout and format on which channel; of course, always in relation to the respective recipient.

And: With a central output instance, controlled via omnichannel output management software, one is more flexible in connecting new communication channels.

Nothing works without data

Output management has many facets. It always involves the central provision of consistent information that is available at all times as a prerequisite for a high degree of automation.

For more on the importance of a central Output Management System, see also:

Customer Communication Management - flexible Anbindung neuer Kommunikationskanäle
Production

Anticipating and controlling for a truly industrial production

An often overlooked aspect of Customer Communication Management (CCM) is its industrial dimension. Seemingly simple tasks, such as composing, formatting and sending a personalized document, are in fact repeated thousands of times. But, because of the need for personalization, each time they follow specific rules linked to the profile of the recipient customer. In many cases, this personalized communication takes place in a transactional context, in response to a customer's request or during the exchange with the customer. Business operators need to be able to quickly check the document they are about to send for anomalies before it is actually produced.

DocBridge® solutions are designed to provide the visibility required for effective customer communication at any point in the process. Their open technology design makes it easy to integrate the visualization and control functions that business users need into their business applications. These capabilities also play a key role in the scalability of customer communication. They enable new communication channels to be integrated more quickly, or new functionalities or business rules required by the business to be implemented as quickly as possible.

Advantages of modern document creation software for print and digital alike:
  • "Design once" for all output channels
    Each document is created only once - and can be sent on all media as required without additional effort.
  • Easy Integration
    The integration of variable data as well as the storage of language variants and rules for business logic by means of a graphical user interface or XML technology.
  • Functions for printing
    Consideration of all functions relevant for printing, including barcodes and impositioning.

What Matters?

Separate creation and delivery

Separate creation and delivery

Separation of document creation and delivery is a prerequisite for generating, displaying, and delivering intelligent and universally accessible content for every analog and digital channel.

Technology

Technology

Future-proof IT solutions based on modern technologies and architectural approaches (API, Cloud, Docker, Kubernetes, etc.) are the prerequisite for optimizing CCM and expanding existing structures.

Know-how

Know-how

Comprehensive expertise in all document-related processes: Automation in CCM - from digital inbox processing to conversion, creation and output of documents in any format.

Strategie

Strategy

Process automation as the next stage of digitization in customer communication opens up new opportunities to meet the increasing expectations for speed and quality in customer communication.

Interview on the Role of Artificial Intelligence (AI) and Cloud in CCM

"AI makes customer communications easier, especially in terms of content consistency, and improves time-to-market," says Chris Miller of Messagepoint, a provider of industry-leading cloud-based CCM software solutions for insurance, financial services, healthcare and print service providers.

Chris Miller - Messagepoint

Use Cases

1 Omnichannel Customer Communication at Swisscom
1 Omnichannel Customer Communication at Swisscom
Omnichannel Customer Communication at Swisscom

A much higher performance, significantly lower maintenance costs, and the ability to issue every invoice "on demand" in four languages on all of today's common analog (paper) and digital media: With the introduction of DocBridge® Impress, Swisscom has set the fundamental course for omnichannel customer communication at a high level.

  • 3x faster document preparation than before
  • 70 percent reduction in maintenance costs
  • Approx. 33 million invoices per year in four languages

 

"Our industry has to adapt to the new media much earlier than others. In the future, other channels will be added that we are not even aware of today. Therefore, we should also create the technological basis for this as early as possible."

Swisscom
Philip Achermann
Swisscom

More

Compart: Expertise for Data-based CCM

Omnichannel CCM
Omnichannel-capable and Digital Accessible

Modern omnichannel CCM platforms enable an easy switch between paper-based and digital communications. Learn how!

Why Compart?

Expertise for data streams of all kinds

Struggling with digital transformation? Benefit from our over 26 years of experience transforming documents and print data streams

Innovation

High-performance solutions for modern Omni-Channel document and output management

Trendsetters and Partners

Member of committees for the standardization of customer communication processes (AFP Consortium, PDF Association, Doxnet, Bitkom, Unicode, AIIM)

Renown

More than 1,500 customers in almost 50 countries

CIO Bulletin - 50 Best  Companies to  Watch in 2021 - Compart CCM

 

CIO Bulletin has named Compart as one of the 50 Best Companies to Watch

Brian C. Gasteier the President and CEO of Compart North America, Inc. talks about Compart one of the innovators of Omnichannel Customer Communication.

Read full article (PDF) here

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