Contracts to User Guides: Elevating Customer Touchpoints with Advanced Document Solutions

Examples of Advanced Document Solutions

What do we mean when we talk about “advanced document solutions”? The following are some examples to give you a bit more context:

• Workflow systems, which automate repetitive processes — including document management processes — to save time and minimize errors.
• Document imaging systems, which help users collect and manage images and convert paper files into electronic ones.
• Online document-signing solutions, which allow customers and clients to provide signatures without physically traveling to an office or having to print and scan a bunch of forms.
• Enterprise Content Management Systems (ECMs), which manage content specific to an organization based on particular workflows, processes, and rules.
• Content Management Systems (CMSs), which organize and deliver content to users who need to share or publish documents online.
• Records Management Systems, which maintain records and make them more easily retrievable.

These solutions are available at a variety of price points — some are even free — and can help your organization run more smoothly.

Importance of Advanced Document Solutions for Users

Advanced document solutions like those listed above offer a range of benefits to employees in various departments. Here are some of the most noteworthy ones:

• Increased productivity: Advanced solutions allow for greater efficiency, whether you’re collecting signatures, digitizing files, or transferring data from one platform to another.
• Enhanced security: Many document solutions offer state-of-the-art security features that allow for greater peace of mind when working with sensitive data.
• Reduced need for storage space: Advanced document solutions eliminate the need for file cabinets that take up valuable square footage in your office.
• Increased accessibility: These solutions improve organization and allow you to access information more quickly.
• Improved collaboration: Digital document solutions allow you and your colleagues to work together on projects more easily, even when you’re working in different locations, time zones, etc.

All of these benefits can add up to increase efficiency and productivity, improve performance, and produce better outcomes for the entire company.

Evolution of Customer-Centric Documentation: From Contracts to User Guides

With the growing popularity of digital document management solutions has come advancements in the world of customer-centric documentation. Numerous essential documents are accessible online these days and can easily be downloaded, updated, shared, etc.

The following are some specific examples:

• Contracts
• User guides/manuals
• Non-disclosure agreements
• Receipts and other transactional documents
• Terms of use/service

These days, these and other critical documents have become digitized, improving processes like communication and collaboration, signature collection, organization, and more.

The Impact of Advanced Document Solutions on Customer Interaction

Advanced document solutions aren’t just beneficial to employees. They also make processes more accessible for customers.

If you want to improve your organization’s customer service practices, digitizing documents and adopting other advanced solutions like imaging systems or records management systems are excellent options.

One of the greatest benefits of advanced document solutions on customer interactions, specifically, is increased efficiency.

Think of how much time gets wasted printing documents, mailing them to a customer or having them delivered via courier, waiting for a signature, and waiting for the documents to be returned. Now, think of how much more efficient this process would be if you could email documents to a client, have them download and sign them, and then send them back via email.

What was once a days-long process can now be completed in a matter of minutes, speeding up the interaction for both you and the customer.

Benefits of Advanced Documents in Customer Communication

In addition to increasing the efficiency of customer interactions, advanced document management solutions can also enhance communication between you and your customers.

Say you need a client to sign a new contract, service agreement, etc. When you digitize these documents and send them to a client via email or share them using a secure communication platform, you make it easier for them to connect with you if they have questions or concerns.

They can reply to the email with their queries, for example, and point to the exact place in the document where they need clarification. They can also send messages directly through a communication platform without worrying about information falling into the wrong hands.

Measuring Success: Tracking Customer Interaction Improvements

Many advanced document management tools can also provide you with valuable customer-related insights and data.

For example, you can keep track of the open rates of various messages and identify potential issues that could be affecting them (such as subject lines). You could also track the response rates, click-through rates to links included in the messages, the average amount of time it takes for someone to respond, and more.

With this critical data at your fingertips, you and your team will be empowered to make better, more data-driven decisions in the future — decisions that will help you further improve customer relationships and continue providing them with an unparalleled experience.

Final Thoughts

By adopting advanced document solutions, you can improve the customer experience in a myriad of ways, from making interactions more efficient to enhancing communication and collaboration efforts.

If you’ve been on the fence about utilizing these document management solutions, keep the advantages shared above in mind. If they sound appealing to you, it might be time to take the plunge and experience the world of digital document management for yourself.

Do you need more advice on improving your customer service processes? If so, check out Practical CSM’s extensive collection of training materials today so you and your team can learn from the experts and achieve real results.