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ECM – Better Customer Experience in Digital Media

Posted by Preethi Vagadia on 11. February 2016
As a relentless trier and an achiever of difficult tasks, Preethi Vagadia is an accomplished Senior Business Architect with the Service operations practice at a well-known IT Industry in Bangalore. With her single minded dedication to succeed, she has worked with team members from different nationality and cultural background and has successfully executed several projects in 'Software and Technology' field. Her objective is to always achieve customer satisfaction no matter what it takes. She is currently writing many blog posts on logistics management, logistics integration, content management solution providers and programmatic solutions.

The current economic scenario has put businesses in the face of several unwelcome challenges. Organizations in digital might already have Enterprise Content Management (ECM) solutions, but question is do they have ROI coming in. Most customers ask if ECM provides returns that are high enough to exceed the cost and time incurred for its purchase, design, and installation.


Earlier, by using content management solutions, you could organize and sort internal documents and marketing content. However, with ECM, you can strategize, and use tools and methods through the entire lifecycle of your content. You actually index and file all the documents and access them quickly. Basically, you get to enjoy the convenience of using an all-purpose central repository for organizational content.


The entire process is taken care of when you integrate with other software. This helps your workers with a smooth workflow. ECM stores, the items that used to require physical storage, in digital format. You can archive them in one system, control how to discard records not needed anymore, and also archive those that are required for quick access.


Benefits of ECM solutions:

  1. You get a flexible data structure that will cater to changing business needs.
  2. You can publish content 24/7 and stay connected to content hubs.
  3. You can use content across channels by using any kind of device.
  4. The open and integrated platform can efficiently use all your strategies for successful customer experience.
  5. Most ECM solutions are provided as a mix of both, software technology and services.
  6. The solutions enable faster innovation, as they conglomerate information across departments to meet specific business requirements.
  7. The solutions can be easily maintained and marketed faster.
  8. They are extremely convenient for IT heads to build on, extend, and customize.


A content management solution may have various functional components, but the basic components in all versions include:



It converts information from hard copy to electronic format with scanning and character recognition, and offers consistent format and structure. Moreover, you can create metadata describing the characteristics of your document. You can use search technology to easily locate this metadata.



You can change your process efficiently by using the electronic format. By automating the repeatable, predictable parts of the process, you can work on case management.



You can easily access your content from anywhere. This software can be used in your office and from your mobile. You can work with your customers, extending access to them and providing better customer service offline, with your content.



When you integrate a content management solution with other applications, you intelligently integrate data and document from different legacy systems.



Monitor the system and process performance without incurring extra IT overheads. You can gauge your process compatibility and produce reports to make more informed decisions.



It helps protect, store, and destroy your content securely. With access to controls, you can take advantage of working offline and automate your record management.


ECM covers digital management holistically, keeping content management one of its functions. Software is basically used to manage the entire life-cycle for information, right from its publication to disposal. So, you are with an integrated program that reduces huge overhead costs and helps improve customer experience with a single customizable solution.

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