By optimising customer communications and reaching individuals by their preferred channel at the right time, businesses can reduce costs, improve marketing return on investment and satisfy their customers with digitally transformed communications processes.
With the introduction of its multi-channel Customer Communications Management portfolio, Fuji Xerox New Zealand is making available services which support businesses in the acquisition, retention and growth of their customer base.
Chae Ball, GM Managed Services at Fuji Xerox New Zealand, says choosing the right channel is about more than cost control. Instead, it is about digitally enabling organisations to deliver to customer expectations.
“Some channels are more efficient than others, such as email when compared to printed and posted items. However, the choice of channel is that of the customer, not your business. Our services allow New Zealand companies to mass personalise their communications across multiple channels, consistently reaching customers with effective messages delivered the right way, every time.”
The company’s Customer Communication Management (CCM) solutions, delivered in conjunction with its internal partner, Fuji Xerox Document Management Solutions (DMS), form a flexible and broad suite of integrated multi-channel services that enable businesses to correspond with their customers via email, web and mobile for bills, statements, notifications, marketing mailers and other exchanges.
Capable of addressing requirements across the entire communications lifecycle, the services capture and process incoming documents and data from customers efficiently, compose and disseminate customised content to customers and provide online access to both customers and service staff for quick information retrieval.
Tim Smith, Executive General Manager, Sales & Marketing – Asia Pacific, Fuji Xerox Document Management Solutions, says the introduction of CCM marks a milestone in the company’s journey into digitised communication solutions.
“From our early days as a print business, to subsequent growth as a document outsourcing services company, and now on to digital solutions, Fuji Xerox has consistently evolved to meet the changing needs of our customers. With comprehensive solutions which span everything from personalised print through to targeted digital interactions, we’re delivering services that enable higher productivity the digitally transformed businesses of today and tomorrow.”
Ball says enterprises of all kinds, but particularly those in the financial, insurance, utilities, telecommunications and government sectors, can achieve personalised, interactive and customised communications with their customers, driving higher levels of customer experience and engagement.