Creating customer-facing communications can become rather complex tasks. Transaction-oriented documents are typically based on a host of business information systems. Recipients view data pertaining to their accounts and/or business relationships without realizing that multiple sources generate the compilation—sometimes up to four or five different systems within larger enterprises.
Transaction details come from one database; customer data (name/address/ZIP code) comes from another; credit terms, interest rate, payment plan, payoff amount and minimum payment data may reside in a third. To further complicate customer communication, different, “expert” groups within most organizations prepare and maintain these resources.
Quite often, documents are the only place where data from these varied platforms mingle. “Ideally, ‘business rules’ are employed to pull together information from the different databases,” explains industry consultant Pat McGrew, managing director of McGrewGroup, Inc.
There are still many SMBs and “light-large” businesses using outdated systems, she points out. “Not everybody updates their environments like the ‘big guys’ do,” McGrew acknowledges, adding that now could be prime time for smaller and mid-tier companies to rethink document workflow integration.