CASE STUDY

Improving customer experience through digitisation

Approach

Utilise an efficient omni-channel customer communication, supported by one supplier.

Objective

Improve a multinational energy company’s customer communications, and digitise and automate the processing of existing paper flows.

Challenges

Consolidating individual processing workflows
Controlling several external service providers
Navigating two important customer phases
Ensuring the right information is delivered through the right channel

Achievements

Individual and personalised customer communications
A comprehensive document automation system
Centralised management of all external service providers
Faster implementation of changes – from 6-8 weeks to 1 day
Over €1 million cost savings

New systems, such as Canon’s communication platform, are indispensable for retaining existing and new customers.

- Markus Stricker, Managing Director, MSP

Omni-channel customer communication

A multinational energy company needed help streamlining their enormous paper flows and customer experience. Working with separate companies for digital output, print and mail, and archiving, resulted in the company having too little control over processes, while implementing changes took far too long.

The right information needed to be delivered to customers through the acquisition journey and the customer journey, using digital and/or paper-based interactions.

Fast changes and €1 million cost saving

Canon provided a managed Customer Communications Service to allow the company to communicate individually with customers, using large client files and linked databases. Messages and documents can now be sent via email, print and web portals, and are archived securely to meet compliance requirements.

With one SLA and contract partner for all outgoing customer communications, the company is now more decisive and flexible. Changes can be implemented within 24 hours, instead of over six to eight weeks, and over one million Euros has been saved in costs.

With a low interest product like energy you have to make the difference with service and customer satisfaction. For that we have changed from a production-oriented organisation to a customer-driven energy company.

- Markus Stricker, Managing Director, MSP

Cloud-based communications

Canon’s Customer Communications Management Online integrates communications and channel management into a standardised platform. Improve customer experience with a centralised, cloud-based capability.

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