Delivering an exceptional customer experience (CX) through personalized omni-channel communications has never been more important to drive revenue, build customer loyalty, and sustain a competitive advantage ,deliver critical business communications that are highly personalized and interactive —and drive profitable customer engagement. Super brands like Amazon, Google and Apple have skyrocketed customer expectations. Customers of today prefer relevant and personalized communications in real-time, through the channel of their choosing. For More Details: http://www.edc.ae/services/customer-communication-management/

1. Customer
Communication
Management

2. Electronic Documents Centre (EDC),a semi government company and subsidiary of
Emirates Post Group, is a leading and holistic outsourcing provider in the Middle
East region. Providing a comprehensive portfolio in customer communication
solutions and the smart card industry. EDC’s innovative digital solutions help
organizations in both public and private sectors to transform the way they do
business.
EDC helps you make the right decision for your business,
in order to move towards innovation and get ahead of today's challenges.
About Us

3. Our Journey

4. What is Customer Experience?
Customer Experience is a practice of designing and reacting to customer interactions to meet or exceed customer
expectations and, thus, increase customer satisfaction, loyalty and advocacy
3 E’s of Customer Experience
Ease
Easy to use
Interactions
Effectiveness
Relevant & Efficient
Interactions
Emotional
Empathy in
Interactions

5. Why Customer Experience
Why brands are giving importance to Customer Experience(CX)?
58% more likely to share
with their network
73% more likely to
purchase again
When delivering a GOOD EXPERIENCE,
people are:
When delivering a BAD EXPERIENCE,
people are:
89% more likely to switch
to a competitor
86%of customers are willing to pay up to 25%more for a Good Customer Experience

6. Customer Communication Management (CCM)?
CCM helps organizations to Design, Manage and Deliver on-demand
and volume based personalized communications such as Letters,
Invoices, Statements, Policies, Contracts and Customer
Correspondence
CCM solution are designed for organizations to leverage the data and content that already exists within the
organization and transform their existing customer communications in to highly personalized, engaging
communications through omni-channel for better customer experiences.

7. What’s wrong with existing Communications?
X
Boring and non-interactive
Customer Communications
Customer On-boarding is still
far from being Digital
Minimal Up-sell & Cross-sell
Opportunities to existing Customers
Cumbersome Manual Processes for
Outbound Communications
No Self-service Capabilities in
Customer Communications
Inconsistent Messaging along with
Regulatory and Compliance Risks

8. Benefits of CCM
• Improve customer experience
 Better engagement
 More up-sell and cross-sell opportunity
 Higher brand advocacy
 Cost reduction
• High efficiency
 A centralized approach to
cross-channel communications
• Quick digital transformation
• Reduce risk
 Integrating compliance into innovation

9. CCM Architecture
Correspondence Onboarding
Dynamic Communication
Customer
Customer
Journey
Mapping
Customer Care Web eMail
Touch Points
Customer Experience

10. CCM Modules

11. Correspondence
Correspondence is a SaaS solution that enables organizations to create, approve and deliver regulatory
compliant, accurate and personalized communications across print and digital channels.
• Business analysts
create and update
templates
• Communication managers
and compliance experts
edit and approve
templates for use
CREATE, MODIFY AND
APPROVE TEMPLATES
Business users write
correspondence
using a controlled
editing experience
CUSTOMIZE
CORRESPONDENCE
Designated personal
review and approve
correspondence
for delivery
FAST WEB
APPROVAL
Instant delivery
Via email,
PDF or SMS
PRINT OR
DIGITAL DELIVERY

12. Correspondence
Accelerate your template creation process by empowering business users
LESS THAN
ONE HOUR
Complete automated
Approvals in
Create customized
correspondence in
LESS THAN
ONE MINUTE
Update templates in
LESS THAN
ONE HOUR

13. Onboarding
Onboarding value chain1
Onboarding solution types2
Onboarding products suite3
Onboarding Solutions

14. Onboarding Solution Value Chain
Stage 4Stage 3 Stage 5Stage 1 Stage 2
Product Eligibility
Commercial Valuation
Product Delivery
Product Validation Approvals

15. Onboarding Solution Types
Self Service Customer Onboarding
Product Eligibility
Guided UX
Web Forms
Contract Composition
Digital
Signature
Product
Validation
Approvals
80% of customers search products and services online. NIGO rate reduced from 34% to nil.
(Not In Good Order)
Contract produced and signed in minutes not days

16. Onboarding Solution Types
Field agents select products, fill forms and get customers to sign a contract on a tablet.
• 20% increase in contracts completion rate mobilising the sales
force (agents out of your branches)
• Contracts completion lag time reduced by weeks
• 80% of customers start their journey online
• BUT more than 70% of customers prefer
to complete on-boarding with experts advises
• Customers are looking for convenience and speed.

17. Onboarding Product Suite
Delivering Business Benefits
Capabilities
Legacy documents (forms / policy) import
Data collection & underwriting process design
Guided Customer Expérience
Self-service support
Field agents tablet application
Documents composition (Contract)
Digital signature
Omni-channel (Print / Web / Tablet / Mobile)
Business Benefits
Low integration risks
+25% NPS increase (Net Promoter Score)*
Reduce NIGO* rate by 34% (Not In Good Order)
Up to 20% less calls to call centres
More clients mobilising your workforce
Close contracts at point of sales (POS)
Higher conversion rates
30% cut on cost of omni-channel operations
Turning capabilities
into business
advantages

18. Customer journey mapping is a discipline that allows organizations to step into their customers’ shoes; to
gain valuable insights that enable them to improve the customer experience.
Customer Journey Mapping
Customer Journey Maps:
• Provide overview of all touchpoints
• Help business to understand where Customer Experience is broken
• Help business to understand differences in journey by persona
• Help business to focus on what matters most to its customers
• Enable business to respond quicker
• Enable collaboration
• A tool to overcome organizational silos
Touchpoints

19. CJM Helps You With
Understand
experiences
Highlight and diagnose
existing issues
and opportunities
Design
experiences
Rethink existing
processes and/or
create new ones
Implement
new experiences
Become blueprints or
statements of direction
Understand your
customers with
meaningful
interactions
Increase
revenue
Onboarding, training,
and ongoing education
Communicate
experiences

20. Journey Mapping Will Help Drive Infrastructural Change
Line of Business
People
Process
Infrastructure
Line of Business
People
Process
Infrastructure
Line of Business
People
Process
Infrastructure
Marketing
Corporate
Operations
Line of Business
Line of Business
Line of Business
Today Tomorrow
• Different applications for managing customer
communications
• Digital often hardcoded in mobile/web apps
• Costly or time-consuming to manage / scale
• IT involvement often required
• Shared infrastructure replacing point solutions.
Manages all communication, including print,
email, web, mobile
• Interactive communications allow business users
to have full control

21. CJM Helps You With
GDCI increase customer satisfaction by improving customer experience in any TouchPoint and drives growth through
Realtime Customer Delight Index Scores
You can compare your stores, call centers or
any other touchpoint performance and follow
trends over time.
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Crisis Management
You can take action in minutes, thanks to
realtime process management in urgent
situations or crisis cases.
Improve Process & Gain Back Lost
Customers
By right communication you can gain
back lost customers and increase
customer experience by improving
process after analyzing frequency and
details of problems.
Find Aha Moments, Aha Services & Aha
People
Insight generation through delighted
customers & unhappy customers to
define Aha Moments, Aha Services & Aha
People of the company and spread
selected one through company to
generate superior value
*GDCI – Growth Delight Customer Index

22. Journey Mapping

23. Reporting and Improving Customer Experience
Performance and Complaint Analytics Design of Change Management
Touchpoint / Upper Levels / Total Company level
performance tracking
Analysis to track best performers, low performers,
touchpoints with increasing or decreasing performances
Satisfaction complaint analysis at customer seggment
level
Cronic problems, complaint categories with highest #s
Defining education needs for each touchpoint
Potential Aha Moments, Aha Services and Aha People
Improving customer journeys
Example Actions:
 Touchpoint specific training
program.
 Prioritizing what to audit at
touchpoint level.
 Reward System based on
customer experience
performance
 Spread prioritized Aha
moments, services and
people at company level to
outperform competition

24. CJM – Report & Analysis Examples
Real Time Customer Scores Customer Complaint Distribution
Country
Region
City
District
Touchpoint
Complaint Level 2
All Complaints
Complaint Level 1
Complaint Level 3
Complaint Level 4
All customers
Customer Segments
Customer Segment 1
Customer Segment 2
Customer Segment 3
Services Main Groups
All Services
Services Sub Group 1
Services Sub Group 2
Services Sub Group 3
Parameters
Hierarchy
Parametric & Hierarchical
Analysis

25. CJM – Case Analysis Example
Top Down Approach Analysis Example
Regional Level Customer Satisfaction City Level customer Satisfaction
Score is
declining!
Decline is
driven by
green city

26. Dynamic & Interactive Communication
Dynamic Communication solution helps organization to deliver an exceptional customer experience through
personalized omni-channel communications to customers
Let the customers choose
it their way
Personalize marketing,
increase revenue
Enhance your
relationship, let the
customer drive
Our multichannel & responsive
communication services allows
customers to choose how to
communicate.
Better understanding of
customers. Tracks real-time
interactions along with
customer feedback
Customers are provided with
the power to search, sort and
analyze their information

27. Features
 Personalized & Interactive
 Available Online & Offline
 Realtime Customer Communication
 Realtime Advertising
 Omnichannel

28. Omni-Channel, One Design that Fits in All

29. Benefits
Track customers behavior
Use communications to
promote ancillary products
/ services
Engagement through
videos, surveys & live chat
No impact to existing
processes
Deliver highly personalized
offers
Better insight of customer
preferences
Improve Customer
Experience

30. Thank You
Talk to Us - +971 4 315 0000
or
Write to Us – info@edc.ae
www.edc.ae