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Icon's award winning, Customer Communications Management solution delivers up to 16 times
return on investment in just three years. 'Sounds too good to be true doesn't it?
But take a look at this... a report produced by leading independent consultants, Forrester...
"Companies spend millions of dollars managing customer correspondences.
Evaluating the Return on Investment of correspondence management proves that organizations can realize
a return within a year by optimizing content production, consolidating vendors and systems,
and reducing paper usage. This ability to realize a return on investment helps make
customer communications management software a good investment despite poor economic conditions"
There are just too many uses and benefits of Icon solutions to mention here - and there
will be some that are unique to the Healthcare sector.
With over 50 European success stories to its credit, Icon has proved itself one of the
leading providers of advanced CCM solutions .............. and is well qualified to illustrate
the benefits you can expect in your role... Customer interactions occur not just in Contact
Centres but along a continuum of ever expanding channels. Customer Service leaders need modern
infrastructures with IT integration between channels, shared business rules and underlying
workflows, and seamless transitions between contact media.
As new technology and business challenges have been met, enterprises have adopted discrete
new software and systems. Collectively they combine to duplicate processes and data, leading
to inefficiencies. A new generation of solutions, including Icon's,
is emerging to tackle critical issues around customer data, the future of electronic communications
and customer self-service. Studies conclude that businesses adopting
this technology see impressive returns, typically 216% in year 1 and escalating thereafter.
Moreover it typically also delivers: - Improved customer experience
- Reduced customer complaints - Reduced customer attrition
- Increased customer loyalty.
The commoditisation of IT through Mobile computing, Social Media and Cloud technologies is leading
to unprecedented customer expectations of service -- and self-service. And the sharing
of experiences, good and bad, can travel and multiply at frenetic speed.
Customers do not tolerate businesses that cannot adapt.
Every customer touch needs to be underpinned by accurate and interchangeable data -- be
that communication in print, at a call centre or online.
Icon software is at the forefront of this revolution in personalised customer communications.
For example, in large call centres fewer keystrokes per customer interaction frees up time for
higher value activities, or the realisation of multi-million pound savings.
Customer Services Managers engage with Icon to:
- Define a self-funding plan for adoption based on improved customer service and retention.
- Attain top quartile responsiveness and engagement metrics with efficient costs. And to
- Drive higher levels of customer satisfaction and interactions across the whole range of
channels.
Customer interactions occur not just in Contact Centres but along a continuum of ever expanding
channels. Customer Service leaders need modern infrastructures with IT integration between
channels, shared business rules and underlying workflows, and seamless transitions between
contact media. There are just too many uses and benefits
of Icon solutions to mention here - and there will be some that are unique to the Healthcare
sector. However we can group the economic benefits
for all sectors into 4 headline areas: - Cost savings
- Improved customer service - Increased content efficiency
- Reduced compliance risk. Evaluating the impact of strategic enterprise
technology and complementary process change is a sophisticated task, particularly if the
full benefits are to be realized. Icon can guide you through options, evaluations and
ROI analysis to establish the scope, size of savings and transformational improvements
your organisation can expect. By working with Icon you will be joining some
of the most forward thinking and dynamic businesses in Europe and indeed, around the world.
If you would like to explore to transform your Customer Communications and deliver an
exceptional return for your business, seize the initiative and contact Icon today.