Every business – regardless of size, region and industry – must communicate with their customers effectively. As a marketing executive with 25-years' experience, I’ve learned that each interaction with a customer is a huge opportunity. These interactions define the personality of your company – internally and externally – and are a series of chances to create a brand advocate who will drive revenue.
Of course, you knew this already. Businesses around the world are increasingly showing just how important the connection between invoices and related correspondence is to these interactions. It’s a critical moment that matters – and it will determine future success.
Power great CX via AR & AP-related customer communications
According to IDC, close to 40% of use cases for customer interactions are centered around statements and invoices. And this does not include all the related customer communications such as disputes, letters, payment reminders and supporting documentation. Not only do these bi-directional communications drive good customer experience, they drive employee experience. Both outcomes help companies better manage cash flow.
Successful customer communications and financial transactions are integrated with automation. And I’m not only referring to boring workflows and routing.
For Quadient, it starts with the intelligence around customer communications. The business rules, regulatory mandates, templates, amazing designs, approvals, security protocols, accuracy of data, the timing of the delivery, and the hyper-personalization of the communication.
Employees are the heart of these communications – however, automation achieves the goal of creating relevant, compliant customer communications easily, simply, and efficiently. The market is seeing success among companies that leverage a tech stack that includes the latest AI and machine learning technologies.
Quadient's Intelligent Communication Automation tech stack
In March 2021, Quadient announced Intelligent Communication Automation during our Capital Market Days event. The intelligence our software solutions provide, and communications enable companies to better manage their goals through automation to:
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Create, deliver, and automate personalized documents at any time, across any channel for superior customer experience
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Enhance customer and employee experience processes related to onboarding, servicing, etc.
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Process payments much faster and more accurately
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Automatically ensure timely interactions at every point of the customer journey
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Build exceptional employee experience for creating and delivering communications while processing payments.
Re-affirming our commitment to CXM excellence
So, what does this mean to you? Quadient remains 100% focused on driving the world’s most meaningful customer experiences. Our Intelligent Communication Automation initiative strengthens this commitment – making it possible for organizations to continuously and automatically create and deliver meaningful interactions when it matters most – consistently across all channels.
Excellent experiences are no longer driven solely by traditional CCM strategy. Success today comes from a comprehensive customer experience management (CXM) strategy powered by intelligent solutions that manage the entire lifecycle of the communication and automate the processes – such as accounts receivables, accounts payables, journey orchestration, approvals - around it. For Quadient, this means making it easy for you to fill the spaces between your channels, your communications and your customers. From customer expectations, regulatory burdens and competitive pressure – you already have enough complexity.
For these reasons, Quadient acquired industry-leading providers YayPay and Beanworks. Coupled with Inspire and Impress, Quadient promises to continue defining the industry standard in communication automation.
