Nov 28, 2016
During the twelfth annual Comparting conference—held on Novemeber 17-18 in Böblingen, Germany—Compart introduced its newest product within its DocBridge suite of solutions called: DocBridge Impress. While some customers already have access to DocBridge Impress, version 1.0 will be released in April 2017. The first update version (1.1) is planned for late 2017.
The Comparting conference is a two-day international forum for multi-channel document management. With more than 400 people from 15 different countries having attended this event–up from 375 attendees last year–the Comparting conference is growing in popularity. In fact, it is one of few events for customer communications in Europe. This year’s agenda included keynotes, customer presentations, and educational tracks focused on business and technology.
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Sep 30, 2013
InfoTrends has recently completed a major study looking at overcoming Customer Communications Management (CCM) implementation challenges at enterprises. Between January and August 2013 InfoTrends conducted several in-depth focus group sessions with CCM stakeholders of large U.S. enterprises and governmental agencies. Those large organizations send out a staggering amount of customer communications (e.g. bill, statements, policies, notifications, welcome kits, direct mail, e-mails), and managing them in a way where they all work together to improve the customer experience and optimize the lifetime value; which is not an easy thing to do. Based on the research we have developed three sets of recommendations (for enterprises, outsourcers, and vendors) that I will briefly outline below.
Figure: Customer Communications Management (CCM) Overview
Click to enlarge
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Jul 1, 2013
This year’s Doxnet conference and exhibition, held from June 17th to 19th in Baden Baden, Germany, was remarkable for two reasons: strong attendance and a focus on Enterprise Content Management (ECM). Doxnet (www.doxnet.eu) is a not-for-profit association for document experts and companies active in document management – usually for mission critical documents and traditionally with a focus on print output. The geographic focus is on German speaking countries and for obvious reasons the majority of members come from Germany with smaller shares from Austria and Switzerland. The event had 613 attendees pre-registered from a total of 218 companies, setting a new record attendance. The exhibition hall had strong representation from manufacturers of inserting equipment, but less so for printing system manufacturers, with only Canon/Océ, Pitney Bowes, and Ricoh exhibiting. There was also a strong showing in the area of electronic document solutions from software to service providers for electronic alternatives to printed statements.
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May 19, 2013
Freeing business users from restrictive and costly IT procedures when developing, updating or executing document processes is a major driver in enterprise Customer Communication Management (CCM) investments. Today, enterprises need to have the ability to act nimble when confronted with changing communication requirements as customers are increasingly dictating the relationship and want to be served according to their communication preferences.
ISIS Papyrus, which held an open house event recently at its Vienna headquarters in celebration of its 25th anniversary, is an Austrian-based leading CCM technology provider that has defined “Adaptive Case Management” as its distinctive strength. Read more »
Feb 1, 2013
Over the past decade, we’ve witnessed a shift in thinking as it relates to the role of customer communications within enterprises. Documents like bills, statements, policies, explanations of benefits, and other correspondence that were once relegated to back-office corporate operations are turning into critical communications that can help enhance the overall customer experience. Here are several key trends influencing this renewed interest in customer communications:
- Traditional delivery methods—like printed mail—remain favorable to a significant percentage of the population and, in many industries, are required for regulatory compliance. As a result, these channels remain vital to support customer experience.
- Multi-channel delivery and presentment of correspondence now factor into consumer buying choices. Customers want to be communicated within their channel(s) of preference.
- Emergent channels like mobile and social media are increasingly becoming channels of communication preference by customers, creating new opportunities for customer engagement across all interaction points.
Companies are reacting to the need to step up their customer experience game by replacing legacy technologies and processes with modern platforms that can holistically manage customer communications across all lines-of-business within an enterprise. As they search for solutions to meet their needs, potential buyers encounter a crowded and sometimes overwhelming technology landscape, making it difficult to determine which solution is the right one to select for their business. Read more »
Jul 13, 2012
On July 12th 2012, French-based mailroom solutions companyÂ Neopost announced it had come to terms to acquireÂ Swiss-based Customer Communication Management (CCM) provider GMC Software Technology. For Neopost, this acquisition marks an important step in its ambition to diversify and grow its revenues beyond support of physical mail. For GMC, the acquisition allows the company to have a bigger impact in the enterprise space, as well as to benefit from Neopost’s strong presence in the small-to-medium business (SMB) market.
With the acquisition of GMC (for approximately 2X revenue), Neopost got its hand on a jewel; one of the few remaining independent CCM providers that was desired by many, but in good Swiss tradition was “not for sale” for a long time. The company has a strong management team, good technology, a wide range of partnerships, and a large customer base–especially among high-volume service bureaus. The company is well-respected in the market for its solid execution and managed to show healthy growth in the past few years, even during the 2008-2009 recession. Read more »
Jun 16, 2011
InfoTrends was invited to Pitney Bowes Business Insight’s (PBBI) annual Business Insights Technology Analyst Conference last week, where key executives (including Pitney Bowes’ Chairman and CEO Murray Martin) provided the latest strategic directions, news, and product updates from the company.
With nearly 90 acquisitions since 2001, Pitney Bowes has significantly expanded its portfolio, including the addition of comprehensive software solutions. With Customer Communications Management (CCM) as the central strategy for Pitney Bowes moving forward, the conference was focused on providing analysts with a detailed view of the various components of the value chain.
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