Correspondence Management Solution Framework for Microsoft SharePoint 2013

Nalaka Withanage Uncategorised

Automatic generation of outbound documents such as correspondence, letters, contracts, policies, statements, invoices, marketing collaterals etc is a common business task that falls into the broader Enterprise Content Management (ECM).  Organisations of all sizes spend a significant amount of time responding to enquiries that demand official correspondence. What if these response times could be drastically shortened? In this post, I am going to share with you the idea of correspondence management solution framework that turns Microsoft SharePoint into a robust environment for managing and streamlining correspondence processes. The proposed solution harnesses the powerful document management and workflow capabilities of SharePoint to drive quality and consistency and compliance. Document templates are effectively utilized and participants are able to easily collaborate throughout the authoring process.

Personalisation is the essential idea of customer communications management and is a primary value of correspondence management. With Correspondence Management, anything the customer receives at any given touch point, is relevant and tailored to the customer’s current status. Often the data required for personalisation resides in one or many Systems of Records. Therefore correspondence management solution often requires extraction of data from line-of-business, ERP, or CRM applications and is merged with an electronic document template maintained centrally. (aka mail merging) .Output is usually high-volume of printing or PDF file generation for email delivery.

The correspondence management solution framework shown above, centralises the creation and delivery of human and system generated correspondences, ensuring timely and consistent communications that improves user satisfaction levels and reduce costs. Using an intuitive user interface, your front-line workers can easily create personalised and interactive communications that rely less on paper and increase user engagement.

Connecting to Line Of Business Data Sources

Customer data from CRM or your ERP system is surfaced through SharePoint using Business Connectivity Services built into SharePoint.

Centralised document template management within SharePoint

All correspondence document templates are controlled centrally by information workers in easy to use SharePoint Document library.

Batch document generation and distribution workflow

Once the template and list of  records are selected required outbound documents will be auto generated and saved in a SharePoint library. It can also kickoff the approval and distribution workflow.Documents are centrally generated and assembled and stored with industry standard .PDF, PDF/A output file format with QR code or bar code for unique identification and document tracking. PDF Generator is powered by with robust and powerful Word Automation Services in SharePoint.  Organizations can simplify content management and streamline archiving processes by automatically converting source documents or existing PDF archives into PDF/A, the ISO standard for long-term archiving of digital records. With the ability to create searchable PDF documents, PDF Generator allows you to quickly find and access information, as well as comply with government and industry regulations.

Share and store business-critical documents in a consistent format whether employees are communicating with customers or prospects, submitting regulatory filings, or sending final document proofs for printing is an important step in correspondence management.

Key capabilities
  • Automated document generation and distribution with intelligent workflow.
  • Create correspondences such as letters, memorandums, notices or statements and be distributed using the preferred communication channel of the client, whether it is soft or hard copies.
  • Efficient business rules and workflows that increases the speed and efficiency.
  • Produce essential distinguished communications in a functional way with a mixture of customised and pre-approved content.
  • Ensure compliance with essential documentation processes, reliability, transparency and control with templates, audit trails, already approved content and advanced archive searching functionality.

If you are looking for a proven correspondance management solution to create strong customer engagement, contact us to schedule a demonstration.