At its recent DocuWorld 2014 conference held on August 20 and 21, 2014, in Singapore, Fuji Xerox Singapore Pte Ltd announced that it is expanding into advanced multi-channel Customer Communication Management services to support businesses in the acquisition, retention and growth of their customer base.
According to the document solutions provider, the Customer Communication Management services form a flexible and broad suite of integrated multi-channel services that enable businesses to correspond with their customers via email, web and mobile for bills, statements, notifications, marketing and other exchanges.
Explaining the rationale behind this new direction, Bert Wong, Chief Executive Officer of Fuji Xerox Singapore, said that technology has been constantly evolving, spurring the need for its innovations to also evolve.
"Since the digital revolution, we have transitioned from colour printing to solutions; then we started going into document management solutions and services. We are looking forward to jump into the next S-curve, which is very much into communication services," he said.
Fostering effective communication
Capable of addressing requirements across the entire communications lifecycle, the services capture and process incoming documents and data from customers efficiently, compose and disseminate customised content to customers and provide online access to both customers and service staff for quick information retrieval.
As a result, enterprises, especially those in the financial, insurance, utility and telecommunications industries and the government sectors, can achieve personalised, interactive and customised communications with their customers, driving higher levels of customer experience.
As the services are designed to create a streamlined workflow, integrate with existing business systems and automate business processes, businesses will be able to eliminate manual tasks and paperwork, thereby reducing costs and maximising returns on investment in customer communications.
Leveraging the advanced IT data management and delivery capacity of its internal partner, Fuji Xerox Document Management Solutions (DMS), Fuji Xerox Singapore will enable clients to successfully transition to multi-channel, mobile and interactive 24/7 communications with their customers.
"DMS is a combination of using technologies in a way that helps to collapse them together so that we can help customers communicate effectively. In a seamless and effortless manner, it also helps to increase customer's value and also build loyalty among customers. The whole process comes into "e2" - efficiency and effectiveness," said Wong.
"By enhancing our communications and document-related business outsourcing services, we are helping our clients achieve higher productivity in back office processes and fulfill greater customer satisfaction in the front end," he added.
What FX DMS means to businesses
"What FX DMS are doing in other regions is servicing out to ten multi-channels. We are going to bring all the ten multi-channel capabilities in Singapore to give the customers more channel choices, which will reduce the cost for the biller or the bank, and improve customer experience," said Tim Smith, Executive General Manager Sales and Marketing, Asia Pacific, Fuji Xerox DMS.
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