ISIS Papyrus Software

Shifting Process Ownership For Consistent Communications

In benefits, solution on October 13, 2009 at 2:18 am

Research into consumer behavior time and again confirms that consistent customer communication is a major key for companies to increase customer satisfaction and loyalty and to boost revenue. Most people feel annoyed when receiving unclear communications that lacks personal context. The effects are costly because of possible increases in customer care calls and of companies failing to build a stable relationship with their customer base.

There are a variety of factors contributing to inconsistent communications. One of the most pressing problems is that by continually creating corporate documents from scratch, companies run the risk of producing external and internal communications that lack consistency in style, appearance, and, worse still, message. In addition, the need for variants for gender, languages, brand, branches or for new channels such as e-mail, web page, blogs or RSS feeds causes exponentially growing problems.

Another big issue for business and marketing users is continuing dependency on IT. Simple changes in text or layout for marketing messages, legal disclaimers, logos or even a new contract template can end up taking months and is potentially more costly than the business value.

The ISIS Papyrus Platform addresses these problems by giving business and marketing users control of their own processes and by reducing their dependency on IT. Customer facing staff are given the complete picture covering customer records for any outgoing or incoming communication and processing steps while all communications are automatically linked for storage in a case file. This opens the way to real multi-channel communications, reduces time-to-market, enables re-use and results in improved customer satisfaction and efficient daily operations.

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