Enterprise Service Management: A Unified Platform for Employees, Partners, and Customers

Are your employees struggling with the piles of documents? Are your partners unable to collaborate with your employees? Are your customers expecting you to provide omnichannel engagement? If yes, an enterprise service management (ESM) solution is there to help.

Per Gartner, “Organizations are treating Enterprise Service Management (ESM) software as an opportunistic tactical approach to consolidate software or get access to simple functions quickly rather than pursuing an enterprise strategy that requires in-depth analysis of the long-term risks and benefits”.

Enterprise service management system helps deliver a great experience to all service recipients, including employees, partners, contractors, suppliers, and other stakeholders. It manages a wide range of service requests, from simple credit limit updates and duplicate invoice requests to complex business processes like product installation and employee separation.

Enterprise-Service-Management

Listed here are the top 5 benefits of enterprise service management:

Improved customer service

Enterprise service management system aligns with various business needs and provides an end-to-end automation solution to all queries, requests, and complaints. It records customers’ interactions, updates the repository, helps customer service executives to tackle queries, captures feedback with the help of a survey, and provides self-service management, thereby enhancing customer service

Empowered employees

ESM based on low-code process automation helps employees with pain-free, personalized, productive, pervasive, and predictive services. It simplifies document management, answers customers’ frequently asked queries, frees them from doing mundane tasks, and empowers them to utilize their time in productive jobs

Unified view of customer information

The platform helps businesses get a unified view of communications sent from different departments and their customers’ respective responses. It also helps in end-to-end monitoring with real-time tracking of customers’ interactions

Better support to partners

The platform seamlessly integrates with your partners’ applications providing you an extended enterprise experience and your customers with superlative service. Processes such as duplicate invoice requests, goods return requests, and incorrect shipment, which deal with partners external to your organization, can be unified with your business processes

More responsive and quick query resolution

Based on past interaction with the customers across the channels, it helps human agents to respond contextually to each customer, providing them with a better solution to their problem and delivering a superior customer experience

In Conclusion

In a nutshell, an enterprise service management system eliminates the silos and provides a unified platform for employees, customers, and any third-party vendor to interact and optimize business productivity.

Source: https://newgensoft.com/blog/enterprise-service-management-unified-platform-employees-partners-customers/

Customer Service Management Software ? 6 Key Considerations

Unified low-code platform for end-to-end automation at scale

Accelerate your digital journey powered by the only technology platform on the planet that can help you automate end-to-end at scale with a unified technology stack that cuts across process, content, communication, and AI. What’s more, NewgenONE is natively low code across the board, so that you can design, build, deploy and optimize applications rapidly.

Intelligent Process Automation

Rapidly automate end-to-end customer journeys for smarter operations and transformed experiences

Automate for outcomes with the most comprehensive process automation platform. Leverage the power of workflow automation unified with content services, business rules, omnichannel communication, case management, RPA, and AI to deliver efficient, intelligent, and context-aware processes. Go beyond automation to build a continuously improving agile organization at a scale of thousands of processes. Modernize work to unleash automated and touchless self-service that makes not only the customer happy, but also employees and partners.

Manage content lifecycle. Ensure anytime anywhere access to content

Embrace digital by automating content lifecycle management for all types of content across the organization. Derive real-time outcomes through automated ingestion and processing of documents and digital media in content-centric processes.

Omnichannel Customer Engagement

Engage with customers in context through their channels of preference with full control and visibility across the enterprise. Design all communications standard or custom rapidly through visual modelling-driven environment and integrate them in process through plug-and-play. Deliver a delightful experience across the journey by keeping customers, partners, and employees connected in context across applications and touchpoints.

Low Code Application Development

Automate all types of business applications through a uniquely powerful low code capability across process, content, communication and AI. Rapidly compose complex mission-critical applications with enterprise-grade sturdiness and built-in agility for change. Transform your enterprise with speed through end-to-end automation of thousands of applications and processes across the organization.

Artificial Intelligence and Data Science

Tap the power of visual AI to accelerate your journey from data to insights at enterprise scale. Rapidly build machine learning, deep learning and graph models through intuitive visual studio, and launch with automated deployment and retraining. Infuse AI into automated processes and applications for real-time predictive and prescriptive insights to drive faster and smarter decisions. Stay ahead of the market with AI-driven innovative business models.

What’s more! Combine AI with business rules, process automation and content services to inject intelligence in applications and processes across the enterprise.

Source: https://newgensoft.com/blog/customer-service-management-software-key-considerations/

Do You Really Need Content Classification?

As the name suggests, content classification classifies structured, semi-structured, and unstructured documents based on layout, content, and object-based type.

Incoming documents come in various types, including application forms, claim forms, invoices, identity proofs, etc. In a manual setup, employees are required to open documents, skim through them, and classify them, which is not a very effective technique. Here’s when an intelligent content classifier comes into the picture. It enables enterprises to classify documents and organize information quickly and easily. It provides valuable information that can be leveraged to understand the trend and gain meaningful insights.

What are the facilitators for intelligent content classification?

  • Artificial Intelligence (AI)
  • Machine learning (ML)

Do you know the benefits of content classification?

  • Improves customer experience
  • Reduces service and operational costs
  • Eases integration with core business applications
  • Automates bulk documents classification
  • Facilitates adherence to regulatory compliance
  • Intelligent decision making

How can content classification be implemented?

content classification

Layout-based classification

It classifies documents by determining the physical layout of the document against pre-trained layouts.

Content-based classification

It reads the content from semi-structured and unstructured documents, matches them to stored keywords, and identifies the correct classifier accordingly

Object-based classification

It reads the various images, logos, etc., on a document and matches pre-determined patterns like recognizing a driving license.

What are the capabilities of Content Classification?

  • Assigning each document to a class based on the content and visual classification
  • Model training studio to learn about new content types for classification and metadata extraction
  • Easily integrate with core business applications, content management platforms, and document capture applications
  • Auto segregation capability to automatically identify the first and last pages in batch documents
  • Capability to import a large volume of documents and assign classes to each document
  • Robust document classification capability – Irrespective of language, OCR quality, color depth, skewed layout
  • Multilingual document classification – Irrespective of the language used in the document, a trained model of content-based classifier classifies the documents

Key-takeaways

Content classification system simplifies document management, reduces operational costs, and increases employees’ productivity. Content classification software is an essential capability of contextual content service platforms.

Newgen has been recognized in the Gartner® Magic Quadrant™ for Content Services Platforms. Are your documents slowing you down? Read this eBook to know how a contextual content service platform can help you streamline your documents and ensure business continuity.

Source: https://newgensoft.com/blog/do-you-really-need-content-classification/

Customer Communication Management: 5 Use Cases

Customer communication management (CCM) enables businesses to deliver personalized, context-rich communication, maximizing selling opportunities across various touchpoints.

A strong CCM, if appropriately implemented, can reduce operational costs, streamline communications, increase opportunities for cross-selling and up-selling. It can enhance your omnichannel communication and branding strategy and become a valuable tool for customer engagement with personalized customer communications.

customer communication management

Sneak-peak into the top 5 ways a robust customer communication management platform benefits your organization:

Empowering Employees

Customer communication management platform empowers employees with flexible designing and authoring capabilities by leveraging reusable designs, images, graphics, company policies, disclaimers, and graphs. CCM allows multiple users to collaborate via effective version control, check-in/ check-out, and approval workflows. Employees can also seamlessly and efficiently use external data sources and repositories to create effective contextual communication.

Personalizing Customer Experience

CCM helps you to deliver personalized communication to each customer on time, every time, with consistency and standardization through their preferred channel. You can add a personal touch to each communication by arranging variable data and information in structured templates in the customer’s preferred language. Welcome kits, negotiated insurance policies, appeals, and grievances communication are some of its best examples. Sending e-cards on birthdays and anniversaries improves your customer engagement.

Enabling Multichannel Delivery

Customer communication management enables marketing teams to configure, validate, and send contextual communications/offers to customers through their preferred medium, increasing offer effectiveness. It can be print, digital, social, or a mix of all.

Monitoring Communication

Once delivered, CCM tracks its delivery status, like delivered, undelivered, read, unread, clicked or bounced, etc., to get a 360-degree view of the customer communication lifecycle. CCM recommends complimentary offers for its customers based on the result, thereby increasing its selling opportunities. It also helps with the omnichannel branding experience with the same logo, color, font, design, and message, assembled in a structured template distributed across various mediums.

Securing Communications

CCM ensures the security of various documents. Encrypted data, digital signatures, password protection, and user-based access to copy, paste, and print help secure documents as per compliance.

Key Takeaway

A robust customer communication management platform helps you deliver a personalized customer experience using a ready-to-use template design with security and compliance.

Read one of our case studies with a leading insurance company to learn how Newgen helped them enhance their customer service.

Choosing a Customer Communication Management Platform: 7 Factors to Consider

“Do I really need to modernize my customer communication management platform?”

This is a pertinent question today, especially with the changing demographics and digital-native customers who expect businesses to communicate with them in context across channels. So, if you are still dependent on your legacy customer communication management system, it’s time you give it a digital facelift.

Per marketsandmarkets.com, “the global CCM market size is projected to grow from USD 1.3 billion in 2021 to USD 2.2 billion by 2026, at a compound annual growth rate (CAGR) of 11.2% during the forecast period”.

Benefits of Modernizing Your Customer Communication Management Platform:

Providing 360-degree View of Customers’ Communication Lifecycle

By tracking the delivery of communication across various channels, an ideal CCM platform facilitates you with a holistic view of customer interactions through reports and dashboards. It helps you understand how your customer interacts with your communications, which can help you design personalized promotional offers, improve cross-sell and up-sell opportunities, and increase your revenue.

Delivering Omni-channel Experience

Pursuing customer-centricity is a fool-proof approach to being ahead in the competition. And for this, you need to ensure a fluid customer experience across channels. Even if a customer switches the communication channel during the transaction, you should be able to continue the process/conversation without any difficulty. An ideal CCM platform provides consistency in customer experience across channels, like phone calls, e-mail, SMS, chat, or social media.

Knowing Your Customers Better

An ideal CCM assists your executives by consolidating past customer interactions across various channels. You know your customers by their name, understand their preferences, and purchase history, which can help improve customer interaction and lifetime value. CCM also helps in delivering personalized communication by arranging variable data and information in structured templates. Sending e-cards on birthdays and anniversaries can improve your customer engagement.

customer communication management

Employing Cutting-edge Technologies

An efficient CCM leverages modern technologies such as artificial intelligence, machine learning, and digital sensing to track your customer interactions across various touchpoints. This can help you auto-route and prioritize cases based on urgency, requirement, and resource skill set.

Designing Flexible and Extensive Template

Ideal CCM platforms have in-built, easy-to-use, drag and drop tools, enabling you with component-based designing of communications for consistency, compliance, and standardization. Extensive template management capabilities facilitate security, collaboration, and sharing of content.

Automating Communication Generation

An ideal CCM can generate various kinds of communications as per requirements. It can be in batch, on-demand communication, and interactive. Batch generation enables structured, scheduled, and consistent communications processed in large volumes. On-demand generation delivers real-time communications with triggers from enterprise business applications. Interactive generation adds a human touch to the communication by arranging variable data and content in a structured template.

Generating Documents Quickly

Minimal to no-coding simplifies the document generation process, cutting the processing time. An efficient CCM platform also helps in reducing errors in communications generated with controlled and permission-based editing rights.

Reimaging Communication Using Customer Communication Management Platform

In a nutshell, by considering all the factors mentioned above, an ideal CCM can help you track the customer journey across various channels, deliver personalized messages, reduce operational costs, and increase selling opportunities, thereby maximizing return on investment.

Source: https://newgensoft.com/blog/choosing-a-customer-communication-management-platform-7-factors-to-consider/

5 Business Values You Can Unlock with Low Code

  • By 2023, over half of the medium to large enterprises will have adopted low code as one of their strategic application platforms – Gartner
  • By 2024, more than 65% of application development will be done on low code platforms and 75% of large enterprises will be using at least four low code development tools – Gartner
  • A market study by Forrester expects the market for low code development platforms to increase to $21.2 billion by 2022, up from $3.8 billion in 2017 – Forrester

What stands out in the above data points is that low code is an opportunity you simply cannot miss!

As a business leader, you deal with evolving customer expectations and changing market needs. This requires you to be faster than your competition and respond to dynamic business requirements with speed and agility. So, the time to embrace low code is now!

And if you are still deliberating, here are the five key business values you can unlock by investing in low code:

  1. Achieve Faster Go-to-market: Low code helps slash enterprise application development time significantly. Reusable application components and web-based drag-and-drop features of low code speed up the application designing process. This ensures that you bring your application faster to market and incorporate changes at the shortest notice!
  2. Make Your IT More Efficient: Don’t make janitors out of your IT workforce! Most IT teams today spend a significant amount of time in maintaining IT hygiene—continuous upgrades, compliance checks, security certifications, and performance measurements—thereby hampering productivity. Technical debt accrued by organizations is a major factor that increases the technical burden. Low code platforms can significantly reduce these IT overheads and enable your developers to rapidly build applications that can bring in higher business value
  3. Lower IT Costs: The traditional way of developing enterprise applications is on its way to becoming obsolete. Low code not only enables organizations to keep up with the fast, digital times but also offers significant cost reduction in the long run. With low code, you get faster innovation in lesser time and without adding to your IT headcount
  4. Delight Customers: Today’s digital native customers’ expectations keep changing rapidly and they want organizations to respond quickly to their changing needs. This is where low code comes as a savior by enabling faster responses and easier change management per market and customer needs
  5. Improve IT Governance: Shadow IT continues to be a pain point for enterprises. It not only accrues technical debt in the organization but also affects overall risk monitoring. Low code deftly handles shadow IT by reducing dependency on quick-fix third-party applications and enabling a collaboration-driven work environment. The standard modeling environment of low code boosts IT governance by doing away with data, process, and security vulnerabilities

In a nutshell, low code provides a lot more than just speed and agility

source: https://newgensoft.com/blog/5-business-values-you-can-unlock-with-low-code/