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Enterprise Communications Management (ECoM™) is an innovative multi-service solution that provides a complete range of outbound and inbound outsourcing services to optimise the preparation, production, delivery and processing of customer communications.
ECoM™ manages all aspects of the customer communication life-cycle through an integrated managed service platform. By closing the loop of outbound and inbound customer communications, organisations can enhance operational efficiencies, improve effectiveness and reduce costs.  Market Drivers Faced with intensifying competition, organisations need to manage the communications they have with their customers as efficiently and effectively as possible. The ability to manage and optimise the complex network of communications throughout an enterprise is a critical success factor. Organisations that adopt an integrated approach to communications, both internal and external, benefit from increased efficiencies and improved performance. The ECoM™ Solution Portfolio ECoM™ has been developed in response to the growing demand for multi-service and value-adding solutions, backed by best in class consulting, project management and client support services. ECoM™ allows organisations to effectively handle their entire customer communications management life-cycle and the component-based nature of the solution enables users to select from a broad portfolio of services to meet their exact needs. The ECoM™ portfolio is shown in the diagram below: 
Benefits of implementing ECoM™ Key stakeholders throughout an enterprise can benefit from implementing an ECoM™ solution. In marketing there is a growing requirement to maximise the return on investment by improving customer acquisition, reducing customer attrition and increasing the total life-time value of customers. In increasingly competitive markets marketers also have to speed up time to market for new products and execute cost efficient and high quality marketing campaigns across multiple channels. By utilising ECoM™ marketers can improve planning and budgeting and execute innovative, high quality and brand compliant campaigns across multiple channels and geographies. Financial executives need to maximise shareholder value and this can be achieved by reducing the costs of internal and external document production, optimising the balance of fixed and variable costs, and reducing the costs of underperforming and/or legacy assets. They also need to ensure that all operations comply with environmental and other regulatory guidelines. ECoM™ has been designed to help Finance teams meet these challenges, via commercially innovative and flexible operating models that can be deployed to meet a client's exact needs. Operational teams need to reduce the costs of managing all aspects of the communication life-cycle whilst increasing revenues, through improved customer communications. Delivering superior customer experiences and enhancing customer satisfaction ratings are critical success factors. By implementing a closed-loop ECoM™ solution organisations can optimise communication related business processes, for example by designing outbound documents with in-bound scanning in mind productivity can be improved. Organisations also need to ensure that they are leveraging the most effective technologies to meet their business needs whilst reducing the total cost of IT ownership and delivering enhanced service levels to internal stakeholders. Utilising component-based solutions such as ECoM™ can reduce risks by providing a future proof technology platform and integrating new solutions with legacy systems to balance costs and risks. | | |||||||||||||||||||||||||||||||
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RR Donnelley Global Document Solutions Group Limited, Tower Close, Huntingdon, Cambridgeshire PE29 7YD. Registered in England and Wales with Company No. 6711794.
Copyright © 2005 - 2009 R.R. Donnelley & Sons Company. All rights reserved.