C4 - Communication
For most companies communication on any medias is an important parametre in customer retention and an important parametre in competition. Commnunication is an important parametre in customer experience.
Most IT systems have some kind of document generation tool, but normally each system has it's own, and any change require IT department involvement, and lack options to individualize the document. Overall often experienced stiff and hard to work with. Therefore word and excel is often used, on the cost of process optimization and data structure (Source Hackmann: less than 20% of ducuments are generated in structured applications like ERP/CRM and 80% in unstructured).
We have analyzed the challenges and found, that the best solution in generel is to collect the document generation centrally, independent of medie and where the process is started. A balance that secure a easy user and administration user interface, by using the common tool like Microsoft Word, and process integrated. Still with the individual option to change the document and deliver ouytstanding communication.
