Professional document creation

Meaning

For industries such as insurance companies, banks, energy service providers or mail order companies, documents are still the key to customer access. Document creation that produces high-quality written materials gives companies a distinctive presence with customers that is memorable and sets them apart from the competition. Intelligent document creation can strengthen customer loyalty if the written materials are tailored precisely to the addressee and their content is easy to understand.

Therefore, professional, efficient document creation forms the basis of document-based customer communication. The goal of document creation is to generate, as automatically as possible, communication that is perfectly tailored to the customer, whose correct content relates precisely to the individual customer situation, whose layout and appearance unmistakably bear the company’s signature, and which takes place precisely on the physical or digital channel that the customer prefers.

Those who master these disciplines will continue to hold their own in the globalized markets of the future. The technical software basis for this is a powerful system for document creation that, if possible, also offers an end-to-end solution for optimizing and sending documents to a wide variety of channels – for example, a system for Customer Communication Management CCM such as the Serie M/.

How it works

In Customer Communication Management, document creation is integrated into a higher-level process flow consisting of preceding and subsequent process chains. Initiation is usually system-controlled or by a person; the occasion is always a transaction, i.e. a spontaneous or recurring business transaction such as an invoice, a quotation, etc. The document is then printed out and sent to the customer. The term “transaction printing” therefore originates from the times of purely paper-based document creation. Data procurement and provision are closely linked to the commissioning of document creation. The document creation itself is followed by the optimization (e.g. sorting) and output of the documents or items by means of an Output Management System OMS.

In terms of process optimization, companies strive for the most fully automated, system-controlled document creation possible in dark processing (because no human observes the process) or batch processing. In the case of business transactions that cannot be standardized, e.g. in clerical processing, the user or clerk controls document creation interactively in dialog or online via his or her input (in user dialog) and decisions.

Due to the increasing digitization and mobilization of almost all areas of life, it is becoming more and more important for document creation to be able to switch between the creation of physical documents for printing and digital output on a customer-specific basis. An end-to-end process, such as that used by the Serie M/ Customer Communication Management, has proven itself for this purpose: It controls and manages the entire process from the creation of the documents to their output and thus becomes the central hub of the document processes. Even during document creation, all the necessary data or metadata is collected in the document right from the start. This creates a central base or raw document from which the (output management) system generates the required output format at the end of the overall process and optimizes it for the associated output channel.

With the Serie M/, the CCM from kwsoft^®, which offers document creation and output management from a single source, established print formats such as AFP, PCL and PostScript or formats for digital communication channels such as e-mail, SMS or messenger services, i.e. HTML(5) or (digitally fillable) PDF can be generated.