Electronic Output Strategy (EOS)

Document-intensive organisations, like banks, insurance, credit card and telecom companies, are currently recognising the strategic role of their customer documents. These organisations operate in a market, which is characterised by increasingly comparable products and services, and less personal contact with the client. The company's business documents, however, such as statements, policies, invoices and customer reports, provide an excellent opportunity to create an impact and to maintain a personal contact with new and existing customers. These documents are becoming a corporate calling card.

The functional specifications for these documents are becoming rather complex:

• The information must be presented clearly so that the recipient reacts on time. This can be achieved by applying the corporate identity specifications.
• Every document is a marketing opportunity. 1:1 marketing, cross and up selling are current marketing trends. The solution is to exploit your databases with advanced document formatting software.
• The documents must be presentable via different media; on centralised and decentralised printers, on the screens of Call Centres and Customer Support departments, or via fax, e-mail and the Web. This is currently possible with standard software.

In order to realise this it is necessary to implement a document and output management system. Planning, selection and implementation is a complex task and implies a substantial investment. This is why we recommend to start with the development of a road map regarding its electronic output; the Electronic Output Strategy (EOS).