Customer Communications Management

Customer Communications Management

BDO Customer Communications Management: Optimise your corporate communications

In an increasingly digitalised business world, efficient communication between internal and external stakeholders is crucial to a company's success. BDO's Customer Communications Management (BDO CCM) offers comprehensive solutions and technologies to improve communication in companies and promote both efficiency and collaboration. BDO DIGITAL GmbH has set itself the goal of not only supporting companies in optimising their communication strategies, but also adapting them to modern requirements. Our services in the field of customer communications management are at the centre of this.

Challenges of corporate communication

Challenges of corporate communication

Organisations face a number of challenges that affect their communication processes. These include the fragmentation of communication channels, which often leads to misunderstandings and loss of information, as well as inefficient processes that reduce productivity and response times. A lack of data integration makes it difficult to access relevant information, while the protection of sensitive data is becoming increasingly important due to growing cyber threats. BDO CCM offers solutions for precisely these challenges.
Solutions with BDO CCM

Solutions with BDO CCM

BDO CCM offers customised solutions for business challenges. These include integrated communication platforms that improve the exchange of information and the optimisation of communication processes to increase efficiency. Through comprehensive data integration, we enable access to information in real time for timely decisions. We also implement security solutions to protect sensitive data and fulfil compliance requirements in order to strengthen the trust of employees, partners and customers.
Advantages of CCM

Advantages of CCM

The implementation of BDO CCM increases efficiency by standardising communication channels, improving productivity and response times and increasing service quality. Smooth communication promotes teamwork, minimises misunderstandings and increases employee satisfaction. Clear security standards strengthen trust in corporate communication. In the long term, optimised processes and efficient use of resources also lead to cost savings for the entire company.
Our services in the area of customer communications management

Our services in the area of customer communications management

BDO's service portfolio in the area of Customer Communications Management (CCM) is based on two pillars: consulting and cloud services. This approach enables comprehensive support both on-site and via software-as-a-service solutions. Our cloud services offer flexibility by either providing ready-made services or enabling us to operate the output management platform independently.

CCM services include modern, cloud-based technologies that ensure a consistent omnichannel experience for customers. In output management, we support in the efficient management of documents and the automation of processes. We also help with process documentation to ensure transparency and traceability as well as in the area of input management and document management systems (DMS) to optimise the processing of incoming documents.

Legally compliant documentation for companies

In almost all companies today, functioning IT systems play a key role in the organisation and handling of business processes. These systems are not only essential for order fulfilment and supporting operational processes, but also include digital archives or document management systems (DMS). The latter are crucial for the proper storage of digital documents and must be implemented in accordance with the GoBD (generally accepted accounting principles).

The GoBD describe the requirements for the proper keeping and storage of books, records and documents in electronic form as well as the necessary data access. Every system used requires procedural documentation in which the relevant processes are described and explained in detail. Regardless of the type of company, the creation of this documentation is essential for the traceability of technical processes.

Taxable companies often face major challenges here, which BDO DIGITAL GmbH meets with comprehensive expertise and appropriate resources. Our support portfolio offers individual and complete solutions for the preparation of this documentation.

Meeting compliance requirements can be complex for companies. The most common challenges are

  • Archiving digital documents in accordance with GoBD: Compliance with these guidelines is a basic requirement for proper accounting.
  • Data security: Electronic documents must be adequately protected; otherwise the accounting is no longer correct.
  • Compliance with regularity: Simply storing the data in a file system is not enough. A digital archive is necessary.
  • Process documentation: Desired processes must be clearly and precisely documented.
  • Document classification: Description and indexing of important document classes, such as incoming invoices and e-mails.
  • Responsibilities and roles: Clear definition within the processes.
  • Internal control system: Complete presentation of relevant security and organisational processes.

The corresponding documentation not only provides the basis for the next tax audit, but also creates significant business benefits, including

  • Transparency: For corporate management and internal processes.
  • Integrity: Improvement of data and document integrity.
  • Traceability: Ensuring that documents cannot be changed.
  • Protection: Preservation of business secrets and safeguarding the probative value before tax authorities.
  • Structured procedural instructions: Standardisation and status overview of company services.

Procedural documentation is an essential component for the proper management and storage of business documents in companies. In view of the increasing importance of IT systems in today's business world, the creation of clearly structured and detailed documentation is essential, particularly with regard to the GoBD.

Omnichannel Service Desk: Your solution for perfect customer service

Technological change is revolutionising the way people communicate with each other. Today, companies are faced with the challenge of offering their customers a variety of communication channels. The days when a telephone and fax number were sufficient are over. Customers are increasingly favouring social media, live chats, portals and traditional email. To ensure a consistent and positive customer experience, these channels need to be seamlessly integrated and effectively managed.

A good omnichannel service desk makes it easy to manage communication with your customers across different channels. However, excellent customer service is not just about customers - it is also about your company and your employees.

An effective omnichannel solution offers comprehensive answers to the challenges of multichannel support. The implementation of well thought-out and automated workflows ensures smooth interaction and takes the pressure off your employees.

Ideally, your employees will be supported by artificial intelligence (AI), which takes over processes that were previously carried out manually and makes intelligent suggestions. For this reason, we have entered into a strategic partnership with ThinkOwl Europe GmbH and are a solution partner for the implementation and consulting of ThinkOwl and fileee Conversations.

As an omnichannel service desk, ThinkOwl optimises customer service through AI, which helps to sort, record, assign and track service requests. The AI automatically sorts all incoming requests by topic, priority or responsibility and provides relevant information and appropriate answers. In this way, companies can process up to 60% more service processes faster, more precisely and in a more customer-centred way - with the same number of staff.

With fileee Conversations, you can securely share documents with your customers and digitally sign applications. In addition, fileee Conversations offers intelligent forms, guided dialogues and self-service options, optionally secured by identification and authentication procedures. This allows you to minimise input errors and benefit from cost and time savings of up to 87%.

CCM - Output Management: Efficient customer communication thanks to digitalisation

Digitalisation and automation in output management are crucial for competitiveness. Companies will have to invest in digital solutions over the next 3-5 years in order to reduce processing times and at the same time provide high-quality content for all end devices. Customers expect personalised communication and freedom of choice between different channels.

Advantages of CCM:

  • Positive customer experiences: Increasing customer satisfaction through customer-centred communication.
  • Reduced waiting times: Efficient processes increase productivity.
  • Cost savings: Digital documents reduce postage costs.
  • Optimised synergies: dovetailing of input and output management.
  • Advanced data analysis: use of statistics to improve processes.

Comprehensive product expertise

Our standard approach - the Document Transfer Strategy - supports companies from the analysis to the implementation of an output management system. Our experience with leading CCM solutions such as ISIS Papyrus and Quadient Inspire enables customised solutions for different industries.

Best Practices

We use proven methods to efficiently organise output management projects:

  • Document Transfer Strategy: Standard procedure for new systems.
  • Data Integration Layer: Connection of existing systems.
  • Migration experience: Successful replacement of legacy systems.
  • Papyrus Upgrade: Updating legacy systems.

Strategic consulting

Our consulting ensures your long-term competitiveness. We analyse the maturity level of your digitalisation and develop target processes that are tailored to your business model.

Migration in CCM 

Migrations are complex, but necessary due to

  • End-of-life of software: replacement of obsolete systems.
  • Departure of knowledge carriers: loss of key personnel.
  • Modern requirements: Fulfilment of current business requirements.


Standardised migration 

The Document Transfer Strategy facilitates migration:

  1. Creation of a service layer for customisations.
  2. Successive migration of documents.
  3. Post-processing in the target system.
  4. Test phase with automated document synchronisation.
  5. Introduction of the new system with training.
  6. Switching off the old system.

Opportunities through migration 

Migrations offer the chance to reduce inefficient processes and utilise modern software. A targeted strategy is crucial for the success of the project.

Defining a suitable migration strategy is crucial. Recording the current status and creating a document map are essential for migration planning. Taking factors such as document complexity and system compatibility into account optimises the migration strategy and reduces the effort involved. The migration modernises the systems and increases efficiency in customer communication. Companies that implement these best practices can fully utilise the benefits of a modern CCM landscape.

DMS & Input Management: Efficient solutions for data management

Input Management recognises when documents are received by the company. The technology identifies the type of information and interprets the data it contains. This is then quickly extracted and routed to the right place in the organisation - be it the right system, the right person or the right department. By automating manual and administrative tasks, companies can utilise their resources more efficiently and increase productivity.

With well thought-out input management, companies can significantly optimise their processes. Faster recording and forwarding of information can improve the company's responsiveness and significantly reduce processing times.

  • Increased data entry quality: Automatic data extraction reduces the error rate. Employees can thus be transformed from pure data typists into qualified checkers.
  • Automation of metadata enrichment: Information can be found more quickly and assigned to downstream processes and IT systems in a targeted manner.
  • Higher provision quality: By eliminating misrouting and knowing the processing progress, errors are avoided.
  • Acceleration of delivery processes: Document turnaround times are significantly reduced, which helps to maximise profits and reduce costs.
  • Elimination of media disruptions: Centralised and digitalised information provision makes it possible to make required information available at any location for further processing by employees and systems.
  • Flexibility in the definition of business processes: Processes and workflows can be adapted quickly in the event of changes, making the company more responsive.
  • Cost savings: The automation and optimisation of processes can significantly reduce process costs and thus increase profitability.

Input management begins with the collection of data from digital documents, emails and paper documents. The incoming data is analysed and prepared for further processing.

BDO DIGITAL GmbH offers you customised input management solutions so that your information flows efficiently and is used optimally.

Our portfolio: What can BDO DIGITAL GmbH do for you?

We offer you a comprehensive portfolio for optimising your data management processes:

  • Project support: We are at your side throughout the entire course of the project and ensure that all phases run smoothly.
  • Requirements management / requirements engineering: Our experts help you to capture the requirements of your organisation and all stakeholders and translate them into actionable steps.
  • Creation of specifications: We create detailed specifications that contain all relevant requirements and serve as a basis for company-wide decisions.
  • Process management: Our team identifies, designs and documents business processes to ensure efficiency gains and guarantee quality in the long term.
  • Test management: We ensure that the developed solutions meet the pre-defined requirements and work in practice.

The digitalisation of business processes is the greatest lever for increasing efficiency and effectiveness. Companies that digitally transform their processes can not only save money, but also improve their response times and flexibility enormously.

With well-structured input management, your company lays the foundation for a successful digital transformation. BDO DIGITAL GmbH offers you the expertise and the necessary tools to optimise your information processing and significantly reduce process costs. Benefit from the advantages of structured and automated data management.

CCM: Our answer to your challenges

Customer Communications Management (CCM) from BDO is your answer to the challenges of modern corporate communications. With our customised solutions, you not only optimise your communication structures, but also increase efficiency and collaboration in your company. Contact us to find out more about the possibilities of BDO CCM for your company. Let's work together to design future-proof communication that will help you to master current challenges and make your company fit for the future.

By combining consulting and cloud services, we are the partner you need to successfully navigate the digital landscape. BDO CCM - for advanced, seamless and secure communication in your organisation.

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Alexander Neef

Alexander Neef

Partner, Enterprise Content Services
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