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Greater Cincinnati Water Works Benefits from the DOC1 Suite
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With 1,100,000 customers representing 270,000 accounts, the Greater Cincinnati Water Works aimed to provide better, more personalized customer communications — quickly and cost-effectively.
The Challenges
Flexible Customer Communications
The GCWW produced its billing statements with fixed-pitch fonts on pre-printed stock, resulting in an illegible bill with little valuable information for the customer. GCWW needed a flexible, enterprise-wide solution to personalize communications.
Reduce Costs
With pre-printed stock, changes to core, administrative information meant significant administrative costs for the GWCC. A new solution needed to allow information changes on the fly, across multiple departments and agencies.
Boost Productivity
GCWW was doing all printing and insertion in-house. They needed a solution that provided redundancy in equipment and operators.
The Solution
Integrated Customer Communication Management
Our DOC1 Suite — part of Group 1's CCM solutions — was used to provide an integrated, end–to–end solution for document creation, production, distribution and archival.
The Benefits
Personalized, Targeted Statements
Utilizing the DOC1 Suite, GCWW improved the legibility of billing statements. DOC1 also enabled GCWW to send customers personalized messages.
Streamlined Document Production
DOC1 also helped the GCWW react to and manage change more effectively when changing its payment lockbox. Using DOC1, all the boilerplate information is printed on the fly, so the GWCC doesn't have to utilize administrative time managing cutover dates and coordinating to ensure the correct stock is used.
Future Growth Strategy
Already enjoying an unexpected boost in employee satisfaction from the DOC1 archive solutions, GCWW is planning on developing an electronic Bill Presentment and Payment (EBPP) strategy by leveraging the DOC1 Archive repository.
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