Correspondence management is all about efficiency on the part of the business, especially for today’s digital customers who demand responsive interactions that keep up with the pace of their daily lives. For the everyday incoming and outgoing customer communications, centralization helps carry out those exchanges in an optimal timeframe. To facilitate such, customer communications management (CCM) platforms provide a solution to calm the chaos; but when it comes to correspondence management don’t forget to watch the horizon.

Customer communications and the digital experience (DX) have become so closely related that the gap between the two has already begun shrinking in the customer communications management (CCM) industry. As a result, DX integration has risen to the top as a key factor in making digital workplace technology purchases across businesses and industries.

Is your firm curating your own customer communications capabilities? Or to put it another way, are you leaving this critical piece of your digital customer experience software stack to outside vendors and hoping for the best?

Earlier this year, Topdown engaged the independent service organization Frazier & Deeter LLC to conduct an AICPA System and Organization Controls for Service Organizations (SOC 2) Type 1 audit on our processes, procedures and products. On December 14, 2018, they issued a report of its findings. We are very excited to announce that the analysis—which thoroughly documents the controls Topdown uses to safeguard our customers' data—uncovered zero defects. We encourage our Topdown customers and prospects to review the outcomes of this study, available upon request.

The term “document output management” hasn’t been used much in the last 15 years. This old name for information technology focused on customer communications management (CCM) is confined nowadays to high-volume, batch-oriented printing jobs. This name-change reflects the expanding role of the software required to meet the needs of the modern customer.

For the past few years, we here at Topdown have been focusing on ways to improve your organization’s customer experience (CX). We’ve heard time and again from the analysts with whom we engage that most companies are struggling to create a viable CX strategy and need help choosing metrics to measure the business outcomes. To help you get started down this path, we created a special-edition eBook as a thought-starter to create strategies for identifying key business indicator (KPI) metrics that help you advise your organization of its progress, achievements, and impact.