Customer Communications Management

Turn costs into competitive advantage by transforming your customer communications management systems into integrated digital publishing capabilities.

The evolution of customer communication management

Documents, forms, correspondence, and statements have always been an important way for banks and financial services firms to interact with their customers. Over the past five 5 years, nearly every financial institution has invested in customer communications management (CCM) systems to better manage those interactions. As print has been joined by web, mobile, and social media channels, it’s become harder for financial institutions to use existing CCM platforms to support increasingly digital customers and provide a true multi-channel customer journey.

In this ever-changing landscape, financial institutions need a CCM capability that does more than get work done faster—it needs to adapt to, and cascade, change rapidly. Banks need communications that conform to multiple channels from a common source and content that adapts to the customer and the conversation. This requires industrializing customer communications management to efficiently operate at scale while keeping pace with business needs and regulatory change.

Unlock the full potential of customer communications management

Capgemini builds successful customer communication programs that serve as a foundation to a digital publishing strategy. We help banks and financial institutions reinvent their customer communications capabilities into a scalable and industrialized set of operations, eliminating legacy and establishing an enterprise digital publishing foundation. We work with our clients to unlock the full potential of digital over all channels providing for integrated up-selling and cross-communications that increase share of wallet and customer retention.

Spanning both inbound and outbound document management , our services include:

  • Assessment and mobilization: Customer communication needs assessment, strategy development, vendor evaluations, template rationalizations, usability analysis, communications inventory, legacy content migration strategy, and capability roadmaps
  • Document and form solutions: Using established best practices and flexible methodologies, we help banks implement or extend imaging, document management, and customer communications management packages

A global leader in digital publishing for banks

Capgemini’s digital publishing team is dedicated to financial services and includes over 750 specialists distributed over seven delivery centers in 18 countries. We are the leading ECM implementation and service partner for financial service clients worldwide for both inbound and outbound customer communications.

Using a factory delivery approach, Capgemini can help you transform customer communication management from a capacity-based model to an outcome-based model, achieving savings in costs and productivity and improving speed to market.

Our solutions for customer communications management include accelerators to jump start your engagement:

  • Digital Connect frameworks. Powerful pre-built frameworks for leading technologies including HP Exstream, GMC, Filenet, OnBase, and Documentum which help reduce integration efforts by 25%.
  • Click Communicate platform. An open source, cloud-based or on-premise solution which offers a central repository for communication applications and supporting documentation, work intake, workflow, and task-based monitoring for all document work. The platform includes over 1,000 out-of-the-box pattern-based designs and more than 600 forms which help reduce efforts by up to 35%.

Our work is powered by knowledge gained from over 20 years of banking advisory and technology experience. We serve two thirds of the top financial services companies in the world.

Contact us

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