You have been talking to your customers, employees and other business stakeholders. And, you notice the ‘change’. Your customers’ expectations are changing, your employees’ demands are evolving and so are your business requirements.
The challenges thrown by ever-changing customers and business dynamics also bring the opportunity to outpace the competition by formulating an Enterprise Content Management (ECM) Strategy. Validate your customer needs, assess business risks, create your enterprise content strategy, and evaluate how ECM technology fits in it.
Key Drivers for your ECM Strategy
You can address the ‘change’ by selecting the right Enterprise Content Management (ECM) technology, which helps you build customer-centric business apps and steer contextual customer transactions. Below are the core driving business factors to consider while evaluating an ECM platform:
- To meet needs of digital customers
Customers today have developed an intrinsic need for products and services that provide “instant” gratification. Customers communicate with you through their preferred channel and expect real-time results. This requires you to understand the digital customer lifecycle and drive contextual interactions across multiple channels in real-time.
- To empower business users
To leave a lasting impression on your customers, it’s important to empower your workforce. Your front office focuses on capturing, storing and accessing information in real-time, while your back-end workers replicate the same for high-volume operations documents in one go. Your ECM should offer the right set of capabilities to transform them into knowledge workers and reduce turnaround time.
- To facilitate a ‘boundary-less’ organization
As you intend to use an ECM application across business functions along with a different line of business systems, including CRM, ERPs, BPM applications, integration complexity poses a key barrier to seamless business operations. The focus of your business should be on the “what” of content and not the “where”, requiring you to move away from a monolithic approach and make way for a repository agnostic approach.
To help you find the best fit for your organization, we have developed a 15 criteria checklist against which you can evaluate an ECM technology for rich content services. Download Now.