Effective digital delivery of customer communications is essential in order to compete with those who already leverage digital channels extensively, but unfortunately in many cases these processes are still dealt with in an ad hoc way.
In this report we look at organizational, business process, and technology problems associated with customer correspondence archiving, the issues that users consider to be a priority, and the benefits they have achieved from any rationalization of their output mechanisms. The report provides recommendations on how to evaluate and proceed with investments in digital archive.
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