Meaning of the term Output Management
Output Management is the central hub in the company for document-supported customer communication. This is where the results of document creation converge at a central point, this is where the optimization processes that encompass the entire document volume of the company run, and this is also where it can be ensured that all outgoing documents are archived. Output Management is therefore also a central component of Customer Communications Management CCM, which, according to its concept, comprises all components that contribute to operating, organizing and improving a company’s customer-related communication.
Multi-Channel Output Management and Omni-Channel Output Management
With the constant increase in the proportion of digital forms of customer communication, the importance of output management is also growing, because the number of output channels to be served is increasing and with it the associated processes of selection, preparation and optimization. This is why today we often speak of Multi-Channel Output Management and, in the increase, of Omni-Channel Output Management. The aim of the latter is to process all incoming customer contacts (inbounds) on all channels and to use the most suitable output channels for the response in the current case. This means a fundamental change in document formats and processes. For example, the response of a clerk can take on very different output media and output forms. Only at the very end of the process chain does the system decide, according to the underlying criteria, whether this response is to be prepared and delivered as an e-mail, SMS, portal entry or letter – and in what form this action is to be documented and archived.
Output Management Solutions with Series M/
As already emphasized at the beginning, it is decisive for the efficiency of an output management system that all documents created in the company are processed centrally. The easiest way to do this is to use a central system for document creation. The Series M/ offers document creation integrated into the output management system, which is designed for all common forms of processing:
- Online document creation or interactive or dialogue processing on the desktop and offline or web client
- Background processing
- Batch processing
This has enabled many companies to replace historically grown isolated word processing solutions with the central Customer Communications Management of the Series M/. Not only does this save multiple development and maintenance costs, the central administration also provides companies with the necessary flexibility to react quickly to changing market situations, especially in the context of digital transformation.
The internal output-neutral data format of the documents is the prerequisite for the fact that, at the end of the process, the most diverse renderers can be used to bring the document into its final form. The integrated approach of the Series M/ ensures that the document creation process can transfer its results directly and without conversion to the output management for further processing.