Customer Communications Management

As products and services become commoditised, customer service becomes a key differentiator. Customers expect a personalised, consistent experience regardless of whom they're doing business with.

Customer communications – at the center of every touch point – can make or break the customer experience. We can help you ensure customers receive the right communication at the right time at every touch point. And we'll make it easier to communicate consistently in ways that support your brand promise.

Challenge

Customers receive an inconsistent brand experience across channels and touch points.

Solution

We help you leverage customer preferences and data, and centralise management of communications. We give your customer-facing employees easy access to communications and data.

Benefit

A consistent, coordinated customer experience. Relevant messaging across all customer touch points increases customer engagement.

Case Study: Aliant

One of North America's leading regional providers of information and communications technology realized its bills were confusing customers. This caused problems with cash flow, operational costs, and the company's brand. Xerox created a single, consistent bill design for print, online and Customer Care Center applications, and set up a flexible outsourcing solution for print production. All of this reduced call center inquiries by 30%, improved cash flow, and lowered print production costs.

Read Aliant's case study 

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