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Blog


WHY SELF-SERVICE CUSTOMER REPRINTS MAKE SENSE

Customer reprint requests vary widely, from current statements and older records
to multiple copies. For instance, a patient may need a reprint of an approved
medical procedure from two years ago, an investor may request a series of older
investment statements, or a policyholder may need an insurance declaration page
from 2020 to prove they had insurance. These reprint requests often come with
specific challenges. For instance, older documents might not be readily
available through self-service web portals, chatbots, or mobile applications.
This lack of availability can frustrate customers, eroding trust in the service
provider.

To worsen the issue, many organizations do not offer a self-service reprint
process. A customer may be able to download a recent electronic version of the
document from a self-service web portal and print it on a personal printer but
older and different document types may not be available.  This is normally the
case when more than one document repository or archive is used to store
different customer communications.

Another consideration is that reprints of documents are often needed for legal
purposes.  Downloaded documents that are printed on a home printer aren’t
usually acceptable.  An official reprint of documents on proper paper stock is
required. People with disabilities who require documents to be provided in
braille or large print also need them reprinted to be read.

All this irritates customers and forces them to call customer service or cancel
their accounts, rather than help themselves.


AUTOMATING THE SELF-SERVICE REPRINT PROCESSES

One of the most effective ways to handle reprint requests efficiently and
cost-effectively is to automate the process using web services and APIs.
Businesses can significantly reduce manual intervention and accelerate response
times by integrating self-service web portals, chatbots, mobile applications,
and other customer care applications with document repositories, and in-plant
print and mail facilities with automated reprint processes. By incorporating an
“accessibility branch” into this process, businesses can also provide reprints
of documents in formats suitable for individuals with visual impairments, such
as braille or large print.

Further enhancements can be achieved by expanding the self-service customer web
portal, chatbot, and mobile application capabilities to accommodate a wider
range of document types and requests, including from individuals with visual
impairments. Permitting customers to report and correct errors directly through
the portal or mobile app can also streamline the process. Offering electronic
and paper self-service reprint options can reduce reliance on customer service,
leading to better customer experience, stronger brand loyalty, and lower
operational costs.


THE BENEFITS OF A SELF-SERVICE REPRINT PROCESSES

Businesses can significantly improve customer experiences, satisfaction, and
loyalty, by addressing the challenges of reprint requests. Customers who can
self-serve their reprint needs, digital and paper, are more likely to trust and
remain loyal to the company. This enhanced trust can lead to better customer
retention and positive word-of-mouth referrals.

Automating a customer self-service reprint process will help improve operational
efficiency. It is highly scalable, handling large volumes of reprint requests
simultaneously.  With fewer routine issues, customer service agents can focus on
more strategic tasks, improving their productivity and customer experience. 
This increased efficiency can lead to cost savings and more time to focus on
complex or revenue-generating issues.

Enabling customers to fulfill their reprint requests will reduce customer
support costs by significantly reducing the number of calls or emails to their
support teams. This leads to lower operational costs, especially staffing and
resource allocation.

Companies can track valuable customer behavior data, needs, and preferences with
customer self-service reprints. The data can help identify common issues,
allowing companies to address them proactively, further reducing support costs.

In a competitive market, companies that offer robust self-service options like
reprint request fulfillment will have a significant advantage. Customers will
choose a brand they perceive as more innovative and customer-centric, making
streamlined self-service reprint processes a key differentiator.


RETURN ON INVESTMENT

Reprinting customer communications may seem like a minor issue, but it can have
a significant impact on customer satisfaction, operational efficiency, and
support cost savings.

Organizations should identify and understand the self-service reprint challenges
they are facing. Implementing a self-service solution that can handle electronic
and paper reprint requests through web portals, chatbots, and mobile
applications is fairly easy. Investing in these improvements helps customers and
gives businesses a competitive edge.

You can take the time to calculate a return on investment (ROI) by comparing the
cost of implementing and maintaining customer self-service reprints against the
savings realized from reduced customer support costs, and other benefits
mentioned in this blog.  Often, the time it takes for the savings and additional
revenue to cover the initial investment is much faster than expected.

According to the Global Call Center Industry Statistics: Growth, Costs, and
Customer Trends report, the average cost of a call handled by a call center is
$6.50 with an average of 22,430 calls per month. Eliminating any calls by
enabling customer self-service reprints makes sense.

For our customers who use our PRO Reprint Server solution, their ROI is often 6
to 9 months.


HOW TO IMPLEMENT A SELF-SERVICE REPRINT PROCESSES

A key part of implementing a customer self-service reprint process is to route
reprint requests to a dedicated reprint server. A customer’s online action can
trigger the process.  Once received, the server initiates the following steps:

 1. Capture Request Details: Collect necessary information about the reprint
    request through a self-service web portal form, chatbot, or mobile app.
 2. Route the Request: If the request exceeds a threshold or requires more
    information it can be routed to a person for approval or to contact the
    customer.
 3. Locate Document: Use the customer’s unique identifier to search relevant
    document repositories for the requested document (e.g., utility bill,
    medical record, investment statement).
 4. Extract Required Pages: Find and extract the specific pages containing the
    customer’s records from the original print file.
 5. Electronic Delivery: For digital delivery convert the extracted pages into
    an appropriate format such as HTML or PDF, then route them to the
    self-service web portal, chatbot, or mobile application for the customer to
    view.
 6. Prepare for Printing: Convert the extracted pages into a suitable format
    (e.g., PDF) for the reprint printer, including any necessary formatting
    changes or cover page information.
 7. Batch and Produce: Combine multiple reprint requests into batches for
    efficient production and mailing, potentially bundling related documents to
    reduce costs.

Crawford Technologies PRO Reprint Server can help you reduce call center calls
and costs by delivering an automated self-service reprint solution – electronic
and paper. PRO Reprint Server integrates with business applications, archives,
document repositories, and enterprise content management systems.  It can either
receive or retrieve customer documents from those systems and convert them for
digital delivery, eDelivery, accessibility, or specific reprint printers.  It
also accommodates reprints of documents in formats suitable for individuals with
visual impairments, such as screen readers, braille, or large print.

Crawford Technologies connects people and technologies to processes to deliver
customer communications in the right format, at the right time, and where
needed. Let us help you with your customer reprint challenges.

document.addEventListener(‘DOMContentLoaded’,function(){frmFrontForm.scrollToID(‘frm_container_2436’);});Edit
Blog Post

September 11, 2024


AUTHOR

 * Erin McCart
   Sr. Manager, Product Management
   
   Erin McCart is Senior Product Manager at Crawford Technologies, a provider of
   innovative document solutions that streamline, improve, and manage customer
   communications. McCart has 25 years of product management and marketing
   experience in the software industry with a focus on the enterprise content
   and customer communication management markets. He is a well-respected
   industry thought leader, blogger and contributor to AIIM, KMWorld, and
   Workflow Magazine.


SOLUTIONS

Content Services (ECM)Customer Communications ManagementDocument
Re-EngineeringeDeliveryEnterprise Communications Processing (ECP)Enterprise
Output ManagementPrint ConversionPrint ManagementWorkflow Automation


PRODUCTS

CCM Gateway for AlfrescoCCM Gateway for NuxeoDataPrepeDeliveryNowPRO ArchiverPRO
Transforms


INDUSTIES

Financial ServicesGovernmentHealthcareInsuranceManufacturing, Retail &
TransportationPrint Service ProvidersRetailTelco, Media & Utilities


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accessible delivery, storage and presentment of their customer communications.

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