This paper makes the case that sluggish, error-prone mailflow processing suppresses revenues from both new and existing customers, diminishing overall satisfaction, brand equity, and loyalty.
The digital, online, pan-regional processing of customer-generated paper-based communications—a function of DIGITAL MAILROOMS—speeds an organization’s overall time to satisfy customer criteria for timely and more personal service fulfillment.
Faster time to satisfy customers unlocks revenues already in engagement-revenue pipelines, adding the equivalent of 2.9 days of revenues to the firm.
This paper demonstrates how other productivity dividends (cost and labor savings) fund enterprise wide digital mail processing and paperless business processes.
Digital Mailrooms: Fixing Your Weakest Link in the Customer Value Chain
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Executive White Paper
Digital Mailrooms:
Fixing Your Weakest Link in
the Customer Value Chain
Business case for the centralized digital processing of paper- KEY TOPICS ADDRESSED
• Lifecycle costs of paper-based mail and customer-generated
based mail, business forms, faxes, and email, speeding an documents
organization’s overall time to satisfy customer requests for • Exhaustive inventory of compound documents by industry
• Distributed fast-cycle collaboration with virtual customer
information, order processing, and service fulfillment engagement files
• Featured use-case productivity models:
- Loan processing
Business process benchmarks analyzing faster cycle-time contributions - Order processing
to the customer engagement and revenue pipeline of new customers - Accounts receivable
and existing accounts - Mortgages
TABLE OF CONTENTS
PAGE
3 Summary
4 Executive Primer: Digital Mailrooms
11 Digital Mail Processing
19 Strategic Use Cases and Payback Scenarios
34 Enterprise Content Processing Infrastructure
4. ECM | Business case for speeding the time to satisfy customer requests for information and service fulfillment with digital mail processing systems
Section 2
Executive Primer:
Digital Mailrooms
PAGE ESSENTIAL QUESTIONS ADDRESSED
5 What’s the strategic case for Digital Mailrooms, automating the
digitization and process orchestration of in-bound physical mail,
email, business forms, faxes, and compound documents?
6 What assumptions support the case for digital processing of
in-bound mail, business forms, compound documents, and emails
with attachments?
7 What areas of a customer value chain benefit from digital mail
processing?
8 What constitutes a service-fulfillment cycle, framing the productivity
contribution of digital mail processing?
9 What types of mail drive the business case for digital mail
processing and centralized digital mail rooms?
10 How do faster cycle-times of digital mail processing contribute to
major launches, customer engagement, and revenue pipelines?
GISTICS | EXECUT IVE W HITE PA P ER | Digit al Mailroom s : F i x i n g Yo u r We a ke s t Li n k i n t h e C u s t o m e r Va l u e C h a i n 4