The method for handling document-based customer communication has undergone significant changes over the past few years. The increased use of one-to-one communications has pushed organizations to focus on building their loyalty from the very first contact.

The only companies that will survive are those that are able to develop and maintain relationships with their customers. The primary foundation for successful customer relationships is personalized communication.

Organizations often face the dilemma of communicating efficiently with customers without compromising the quality of personalized contact.

From Boring to Dynamic

This is where dynamic document composition comes into play.

Dynamic document composition allows organizations to produce complex, personalized documents without having employees manually key in the customer-specific data.

More than just database manipulation, dynamic document composition helps organizations reduce production costs, speed response times and virtually eliminate errors – all while providing the kind of personalization customers crave.

First Things First: What Is Dynamic Document Composition?

When we talk about dynamic document composition, it often gets confused with document automation and document management. In an effort to resolve this confusion, we offer the following definitions:

• Document automation refers to a system that incorporates both dynamic document composition and document management solutions.

• Document management refers to storing, archiving and retrieving an organization’s documents.

• Dynamic document composition refers to the creation, composition and generation of high volumes of customer correspondence, statements, proposals and other types of complex documents.

How Does it Work?

Document composition solutions streamline document production by converting regularly used documents into intelligent, intuitive and interactive templates. This helps eliminate manual processes, speed production time, lower production costs and improve document accuracy.

Dynamic document composition software prompts users to enter the key information needed to complete the document, using rules-based logic to determine which questions to ask and linking to existing databases to minimize data entry. This reduces the need for training
and special skills or knowledge on the user’s part.

Effective dynamic document composition solutions also allow the output of documents to print, fax and electronic channels, so organizations can respond in the customer’s preferred format.

Document composition solutions can be utilized for most often-used documents, including:

• Letter correspondence

• Proposals

• Policies

• Notifications

• Claims status reports

• Policyholder statements

• Confirmations

Dynamic document composition speeds up production time, lowers production costs, improves document accuracy and ensures regulatory compliance.

Troy Gross comes to Cincom Document Solutions — as Senior Marketing Manager — from Cintech Solutions, Inc. in Cincinnati.

Troy played an integral role in the growth of Cintech from an entrepreneurial start-up to a market segment leader in customer communication software. During his 10 years with Cintech, Troy progressed from various marketing management roles to become the Director of Marketing and Business Development.