Documents need to be effectively controlled and managed. But, with legacy systems placing restrictions on how documents are composed, many organisations are forced to edit or create those documents themselves. This often results in a fragmented document management process.
Corporate legacy systems are usually the lifeblood of a business, containing crucial customer data which, in turn, generates important customer documentation. Whether that’s a rent increase letter, customer invoice or even a billing document.
However, these system-generated documents are often trapped in terms of limited content and layout, with personalisation also being restricted to a recipient’s name or account/reference number. Because of this, many organisations are being forced to manually amend documents prior to delivery to ultimately improve customer experience and increase response rates.
A quick fix for document management is a risky business
Individuals or teams manually editing documents may be a quick fix, but can soon lead to a very risky and fragmented approach to document management.
When multiple staff members create their own documents, various versions of the same document can easily end up in circulation. It then becomes a needless business operation, ensuring that each document created always contains the correct information, that branding is up to date and that spelling or grammatical errors are non-existent.
When your document management process goes wrong
Mistakes happen. And, when they do, the consequences of sending out incorrect information to customers can seriously effect an organisation’s success. Here we highlight four examples:
- You become unreliable and untrustworthy – Customers trust you to accurately and securely deliver correspondence. By sending customers inaccurate information, they no longer feel they can rely on you or trust you with their sensitive data.
- You lose customer loyalty – There could be a variety of reasons why people choose to do business with you; price, quality and trust to name a few. Whatever the reason may be, if you are not able to deliver the right information to the right person, then your customers will no longer believe you are capable of delivering the service they require and will seek another company who can.
- Your mistakes will increase business costs – Aside from the harm to your client relationships, there is also the financial and resource impact on your organisation if customer documents are poorly managed. The management time to fix the problem, reprinting documents, mailing apology letters and liaising with customers, can often exceed the time and cost of the initial project. All this having a negative impact on your staff and operational costs.
- Your sales diminish – Ultimately the business could see a loss of sales and revenue as a result of the mismanagement of customer documentation. If customers no longer trust you or believe the quality of your service is diminishing then they may no longer wish to do business with you.
Matching the legacy system with controls
It’s can feel frustrating and unfair. On one hand you have a legacy system which is great for managing customer data but limited in terms of document composition and output. On the other hand, your teams develop their own documents but then you have no means of ensuring management controls.
The approach you take to manage your documents needs be clean, efficient and structured. A fragmented approach is a risky approach and the dangers when documents go wrong can have severe effects on your organisation’s success.
Our response to this document dilemma is Aceni. Your legacy system is an important aspect of your business, but so too is the customer experience, ensuring customer data is always accurate.