Organizations from all industries face increasing pressure to contain costs while finding new and more profitable ways to reach and retain customers. Meeting the challenge can be difficult however, without document strategies that are aligned with these objectives and designed to maximize efficiency, increase savings and ensure a superior customer experience. One way to do that is by establishing a Document Center of Excellence (DCOE), an enabling organizational structure and strategic approach that provides an appropriately high level of attention and alignment to documents and customer communications management.
Most critical functions within an enterprise have a center of excellence; legal, marketing, IT, research and development, and human resources are just a few examples. Companies are discovering that the same strategic approach via a Document Center of Excellence (DCOE) brings the right stakeholders, resources and process owners together in a forum that allows greater control and governance over documents and communications. A DCOE allows an organization to develop and implement specific projects with high ROI, while maintaining and optimizing ongoing activities that balance longer-term strategy with the realities of day-to-day operation. The charter is to ensure efficiency and cost savings in document systems, while developing advanced techniques and abilities in customer communications that will provide a superior revenue-generating customer experience.
Documents have great influence on company performance as a whole, yet the management and control behind their creation and distribution is often fragmented and isolated. Companies and corporations can no longer afford to develop, manage and deploy customer-facing documents in isolation from the bigger strategic picture. A DCOE facilitates that change in strategic approach. Consider the following questions:
Most organizations today invest heavily in their customer experiences to avoid customer churn and the high cost of…Read the Article