Interwoven Customer Experience Solution
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You cannot accidentally deliver a great customer experience.
1. Strengthen customer loyalty by providing higher-quality customer interactions.
2. Achieve consistent brands and messages across channels.
3. Accelerate worldwide product launches and promotions.
4. Cut customer process costs by 70%.
5. Provide regulatory compliance and security.
In today’s competitive, customer-driven markets, companies in all industries face new pressures to deliver a relevant, personalized, and consistent experience for their customers across all touchpoints and geographies.
Even as Global 2,000 enterprises have shifted their focus from cost-cutting to exploiting new revenue opportunities, and as effective management of the customer experience has become a greater priority, providing a satisfactory customer experience has grown more difficult. Part of the difficulty can be attributed to many enterprises’ inability to effectively manage the increasing number of customer interaction channels that have arisen in past years due to advancements such as wireless.
Customers are dissatisfied due to receiving poor quality information that is inaccurate, out-of-date, or inconsistent across touchpoints such as retail stories, contact centers, print brochures, websites, email, television, etc. Brands and messages are diluted as they are used in different countries and touchpoints. Deadlines slip for product launches and campaigns. And customer process inefficiencies increase the company’s costs-per-transaction, preventing a company’s ability to compete on price.
To address these challenges, enterprises are automating the customer experience management process, much as ERP (Enterprise Resource Planning) and supply chain management are used within enterprises today.
With its proven heritage in improving customer experience, market-leading solution and platform capabilities, and its extensive partner organization, Interwoven is uniquely qualified to provide enterprises with the first end-to-end solution to automate the customer experience management process. Currently, more than 1,000 enterprises and professional services firms already rely on Interwoven to deliver an optimal customer experience.
The new Interwoven Customer Experience Solution provides enterprises with end-to-end management of the entire persuasive content assembly line, from creation to publishing, including: Web content management and publishing, digital asset management, content distribution and provisioning, recommendation services, document management, and new on-demand print and wireless publishing capabilities.
As a result, enterprises can:
- Strengthen customer loyalty: By providing higher-quality customer interactions, enterprises can keep customers more satisfied, decrease defections, increase sales growth, and optimize lifetime customer value.
- Achieve unified brands, messages, and corporate image: Enterprises can achieve a consistent customer experience across all touchpoints and all geographies, so customers receive information that is accurate and up-to-date, no matter what channels they use or where they live.
- Accelerate worldwide product launches and promotions: By supporting all processes from collaborative creation through global publishing, the Interwoven solution enables an enterprise to create customer content that can be used immediately around the world.
- Optimize customer process efficiencies: The Interwoven solution automates manual processes, prevents redundant work, and optimizes efficiency, often enabling enterprises to reduce the costs of providing customer information by 70 percent or more.
- Provide regulatory compliance and security: The Interwoven solution enables compliance with government regulations and corporate standards, including privacy directives for customer data and transaction records, thereby protecting companies against legal exposure and security breaches.
Learn More
1. Read about customer experience success by Avaya, Blue Cross Blue Shield, BT, and Hilton.
2. Learn how top partners support the Interwoven Customer Experience Solution.
3. Read the Customer Experience Solution press release.
4. Discover how Interwoven web content management provides key customer experience capabilities.
5. Learn how the Interwoven Deal Management Solution improves customer satisfaction.
6. Manage customer presentations.
7. Enable your sales force to support your customer experience with SalesSite.
8. View webcasts showing how Adidas, Avaya, Harrah’s, and Hilton optimized their customer experience.
9. Read how Avaya won new customers with Interwoven.
10. Hear analyst firm Forrester’s webcast about retail customers.
11. Ask us a question about Interwoven Customer Experience Solution.
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