Improving customer experience through digitisation
Objective
Improve a multinational energy company’s customer communications, and digitise and automate the processing of existing paper flows.
Challenges
- Consolidating individual processing workflows
- Controlling several external service providers
- Navigating two important customer phases
- Ensuring the right information is delivered through the right channel
Achievements
- Individual and personalised customer communications
- A comprehensive document automation system
- Centralised management of all external service providers
- Faster implementation of changes – from 6-8 weeks to 1 day
- Over €1 million cost savings
- Markus Stricker, Managing Director, MSPNew systems, such as Canon’s communication platform, are indispensable for retaining existing and new customers.
Omni-channel customer communication
A multinational energy company needed help streamlining their enormous paper flows and customer experience. Working with separate companies for digital output, print and mail, and archiving, resulted in the company having too little control over processes, while implementing changes took far too long.
The right information needed to be delivered to customers through the acquisition journey and the customer journey, using digital and/or paper-based interactions.
Fast changes and €1 million cost saving
Canon provided a managed Customer Communications Service to allow the company to communicate individually with customers, using large client files and linked databases. Messages and documents can now be sent via email, print and web portals, and are archived securely to meet compliance requirements.
With one SLA and contract partner for all outgoing customer communications, the company is now more decisive and flexible. Changes can be implemented within 24 hours, instead of over six to eight weeks, and over one million Euros has been saved in costs.
- Markus Stricker, Managing Director, MSPWith a low interest product like energy you have to make the difference with service and customer satisfaction. For that we have changed from a production-oriented organisation to a customer-driven energy company.
Cloud-based communications
Canon’s Customer Communications Management Online integrates communications and channel management into a standardised platform. Improve customer experience with a centralised, cloud-based capability.
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