Transforming Customer Communication Across Channels

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This case study explores our collaboration with a leading client in the field of Cloud Native Omni-Channel Customer Communication. The solution, widely adopted across industries such as Banking, Insurance, Telecom, and Utilities, manages both print and digital outbound communications. Our team provided critical support through Product Consulting, Engineering, and Quality Assurance, contributing to key areas such as Product Definition, Roadmap, Architectural Design, Technology Selection, and System Integration.

Read on to discover how this collaboration led to a refined and versatile solution that meets the evolving needs of multiple industries.

The Objective

The main goal of this collaboration was to enhance the customer communication solution, making it more robust, versatile, and capable of handling the increasing demands of various industries. Key objectives included refining the product’s architecture, selecting an optimized technology stack, and ensuring seamless integration with core systems, CRM, and other sub-systems. Additionally, our team sought to equip the client’s internal teams with the necessary skills through effective mentoring, driving long-term self-sufficiency.

Challenges

Throughout the project, several key challenges emerged, each requiring strategic solutions:

1. Multiple Integration Points: The solution needed to integrate seamlessly with various platforms and communication channels (SMS, WhatsApp, Email, Print, etc.) without compromising performance.

2. Handling Large Volumes: Managing outbound communications for over 50 million messages across diverse channels required to ensure the system’s scalability and efficiency under heavy throughput.

3. Simulation and Testing: To ensure smooth operations, we needed to simulate real-time communication workflows and handle unpredictable surges in message delivery.

4. Customization Across Channels: Ensuring consistency and personalization across print and digital channels was critical, requiring complex template management and dynamic content adaptation for each channel.

The Solutions

To address the project objectives effectively, we implemented a comprehensive set of solutions designed to optimize the customer communication platform. Our involvement covered various areas, including the template-based design process, defining management of multiple outbound communication channels (SMS, WhatsApp, Email, URL, Videos, HTML, Print, and PDF), and advanced tracking and analytics (such as bounce rates, click rates, logging, and delivery status).

We also introduced DSL-based workflow automation to streamline and personalize communications. The integration of job scheduling and batch communication mechanisms significantly enhanced operational efficiency, while the addition of on-demand and interactive communication features made the solution more versatile and responsive to real-time customer needs.

Key Benefits

Our collaboration with the client resulted in several measurable benefits:

1. Enhanced Functionality: The communication platform was expanded to handle over 50 million messages per batch across diverse channels, ensuring it met the dynamic needs of industries like Banking and Telecom.

2. Seamless Integration: We achieved smooth integration with core systems, CRM, and other subsystems, allowing for real-time communication without any disruption.

3. Effective Mentoring: Our mentoring approach enabled the client’s team to independently manage and maintain the system, reducing external dependency by 40%.

4. Versatility and Efficiency: With automated workflows and multiple communication channels now integrated, the platform increased message throughput efficiency by 60%, enabling faster, more reliable customer outreach.

Conclusion

In summary, our collaboration with the client led to the development of a more robust and adaptable communication solution. The enhanced platform now effectively meets the evolving demands of various industries, ensuring seamless and efficient customer interactions across both print and digital channels.

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