Cus­tomer inter­ac­tions don’t end with the “sub­mit” but­ton. And now there’s a way to improve cus­tomer expe­ri­ences and main­tain com­pli­ance while dri­ving down the cost of deliv­er­ing per­son­al­ized cus­tomer communications.

In reg­u­lated mar­kets like finance or gov­ern­ment ser­vices, enroll­ment is only the begin­ning of many content-rich com­mu­ni­ca­tions, such as per­son­al­ized con­fir­ma­tion let­ters, num­bered poli­cies, or pro­gram or invest­ment infor­ma­tion. Yet many of these out­bound com­mu­ni­ca­tions lack automa­tion, or are still paper-based, meth­ods that reduce con­ver­sion rates and increase costs.

Imag­ine if a cus­tomer press­ing the “sub­mit” but­ton on your web or mobile site trig­gered a per­son­al­ized response via email (includ­ing attached doc­u­ments). Or if you could eas­ily pub­lish doc­u­ments to a secure web por­tal. Or even auto­mate out­putting doc­u­ments to paper, depend­ing on client pref­er­ences or your busi­ness processes.

Now you can.

This month, we released the Adobe Expe­ri­ence Man­ager cus­tomer com­mu­ni­ca­tions add-on, pow­ered by Adobe Live­Cy­cle, which helps dig­i­tal mar­keters gen­er­ate timely, engag­ing and com­pli­ant responses via email, web por­tal or even paper.

This fol­lows the release of the Adobe Expe­ri­ence Man­ager doc­u­ment ser­vices and Adobe Expe­ri­ence Man­ager doc­u­ment secu­rity add-ons ear­lier in the year, which allow mar­keters to pub­lish com­plex forms on web or mobile sites and secure sen­si­tive infor­ma­tion.  Together, the three Expe­ri­ence Man­ager add-ons enable secure, dig­i­tal inbound (enter­prise forms) and out­bound com­mu­ni­ca­tions suit­able for reg­u­lated markets.

Here’s how the new cus­tomer com­mu­ni­ca­tions add-on addresses key issues for reg­u­lated industries:

·         Sim­plify per­son­al­ized cus­tomer com­mu­ni­ca­tions. An intu­itive user inter­face lets busi­ness users eas­ily cre­ate and cus­tomize doc­u­ments. You can auto­mat­i­cally pull information—such as name and address—from sub­mit­ted elec­tronic forms. You can define busi­ness rules that decide how to gen­er­ate com­mu­ni­ca­tions (for exam­ple, auto­mat­i­cally or with user inter­ven­tion, or deliv­er­ing batch com­mu­ni­ca­tions vs. deliv­er­ing in response to a query).

·         Enable mul­ti­chan­nel com­mu­ni­ca­tions. Deliver per­son­al­ized com­mu­ni­ca­tions via email, pub­lish to a web por­tal, or out­put to paper.

·         Improve mes­sage con­sis­tency. Doc­u­ment tem­plates and reusable blocks with preap­proved con­tent make sure that your com­mu­ni­ca­tions are clear and con­sis­tent, no mat­ter who is send­ing it.

·         Meet com­pli­ance needs. Audit trails with change his­tory keep track of what was done with the doc­u­ment and who did it. If you need more secu­rity, the doc­u­ment secu­rity add-on encrypts and tracks dig­i­tal documents.

·         Dis­trib­ute doc­u­ments eas­ily. Out­bound mar­ket­ing can use a cen­tral­ized sys­tem to effi­ciently con­vert doc­u­ments, such as cat­a­logs, to PDF for attach­ing to emails or pub­lish­ing on websites.

Banks, insur­ance com­pa­nies, and gov­ern­ment depart­ments can now con­fi­dently move client enroll­ment online, offer­ing 24×7 access, reduc­ing enroll­ment times, and increas­ing con­ver­sion rates.