New ITP/Customer Correspondence Management from Aia Software Integrates Legacy and CRM Output for Cohesive Communication
Philadelphia, PA – November 30, 2009 - New ITP/Customer Correspondence Management (CCM) software from Aia Software solves the problem of bringing legacy data into customer relationship management (CRM) systems. Enterprises can now integrate all their valuable customer data into their CRM systems, combine output streams from different business applications, and prepare multi-channel output for customers’ preferred delivery methods. The benefits include more productive processes, reduced postage costs and synchronized communications that build customer loyalty.
Companies want to use all their accumulated customer data in their CRM strategies to better market products and serve customers. This can be difficult when some information resides in legacy applications, while other applications are based on CRM systems. In the past, consolidating the different data sources required intense programming, lengthy trial and error, and expensive professional services, with no guarantee the results could be output without errors.
“Now, new ITP/CCM software removes obstacles that prevent full use of CRM systems and customer data and brings customer correspondence management to the CRM platform. Enterprises can leverage the full value of their CRM investment without large expenditures of programming time and money to involve their legacy applications,” said Geoffrey Boisvert, General Manager of Aia Software North America, Inc.
Synchronizing Customer Profiles for Better CRM
Created separately, legacy and CRM databases may hold multiple or conflicting profiles for the same customer. Changes made to the CRM system might not be updated in legacy applications, leading to incorrect or inappropriate communications. For example, information may be sent by mail rather than email, despite the customer’s preference recorded in their CRM profile.
ITP/CCM eliminates this confusion and ensures organizations can automatically communicate with customers according to their stated preferences. It synchronizes with the CRM system to identify the customer’s communication profile and follows business rules to ensure proper communications to each customer from anywhere across the enterprise. It combines, improves and distributes all company correspondence output irrespective of which application generated the content. The result is a more accurate, efficient multi-channel communications strategy.
Optimizing Legacy Output for Multi-channel Delivery
ITP/CCM enables use of popular communication channels such as email and Web portals for legacy applications. Organizations can combine output from different business applications and prepare it for multi-channel communications such as email, online and print. Companies can also consolidate multiple output streams into a single envelope, eliminating extra print and postage costs.
Communications Become Business Owned and Business Managed
ITP/CCM helps companies reduce dependence on IT skills to create appropriate customer communications by transferring responsibility for document and text block management back to business units. With ITP/CCM software, authorized users can make changes to established customer communication rules without help from the IT department. Customer communication becomes “business owned” and “business managed.” ITP/CCM also makes it easier to include personalized transpromo marketing content on invoices, statements and policies.
Business users gain greater control over the customer communications process and more quickly communicate with customers independent of IT support. ITP/CCM improves response time to customers, as well as the quality of the communications. Improved communication processes shorten sales cycles and improve service. Both IT and business users improve productivity.
DOCCM Strength Recognized in Forrester Wave Report
The new ITP/CCM software reinforces Aia Software at the forefront of the document output for customer communications management (DOCCM) market. Earlier this year, Aia Software was recognized as a strong performer in the "Forrester Wave™: Document Output for Customer Communications Management, Q2 2009" report.
Forrester defines DOCCM software as that used to compose, format, personalize and distribute content to support physical and electronic communications and improve the customer experience. Content examples include policies, contracts, correspondence, statements, invoices, personalized marketing materials and welcome packets.
“ITP/CCM represents a new generation of DOCCM technology from Aia that can help users reduce costs, improve the customer experience, and expand output beyond the print channel,” said Boisvert.
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Media and Analyst Contact:
Carro Ford Weston
859-771-5091
carrof@earthlink.net
About Aia Software
Aia Software is a leading global producer and provider of document and forms solutions. The ITP Document Platform enables business users to compose high quality, personalized, business-critical documents. Over 850 organizations worldwide already use ITP as an integrated solution to automate the production of standard documents in high volume, compose sophisticated individual correspondence from pre-defined paragraphs, or to dynamically complete Web forms. ITP can be quickly and seamlessly integrated with customers' existing application and technical platforms. Aia Software has branch offices in North America, the UK, The Netherlands, Germany, Switzerland and Australia. For more information, visit http://www.aia-itp.com.
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