Customer-centric Enterprise Content Management

Your customers want and need your help at every stage of contact (discovery, decision-making, purchase, learning, usage and support). And you're putting a lot of time and effort into managing your customer relationships and developing extensive amounts of information in multiple languages for multiple channels of delivery to address these needs.

Yet, customers are still having difficulty finding the right content at the right time in the right format and the cost of customer support is soaring. You may have a web content management strategy and/or enterprise content management strategy. But do you have a clear strategy for how to ensure that all your customer facing content (sales, marketing, usage, support, training, call centre) are effectively unified into an effective customer-centric content management strategy?

You need a method for unifying and managing your content to address your customers' needs at every touch point. We can help.

Key components of our customer-centric ECM

The key components of our customer-centric enterprise content management solution include:

The Substantive Audit™

The Substantive Audit™ is an analysis and recommendations process. We examine your business requirements, your content life cycle, and your content. We analyze how you create, manage, and deliver content so we can identify any issues associated with these processes. And we evaluate your content to determine how it is structured, to identify opportunities for content reuse, and to suggest ways to improve it.

For more information see The Substantive Audit™

Design

As part of the design process, we develop content models, taxonomies, reuse strategies, repository structures, and workflow processes. This phase is supported by our Unified Content Architecture™ and follows the recommendations from the Substantive Audit.

For more information see Design.

Implementation

We help to ensure your project is implemented using industry best practices, proven and documented methodologies, and the tools and technologies that best meet your specific organizational needs.

For more information see Implementation.