An Enterprise Solution for Customer Communications Management

Boston, Massachusetts and Appenzell, Switzerland – GMC Software Technology, a leading provider of customer communications and output management solutions, today announced the launch of GMC Inspire. GMC Inspire is an end-to-end software solution for Customer Communications Management  (CCM) designed to help businesses increase customer engagement. The solution enables enterprises to effectively streamline and advance the creation and delivery of marketing, transactional and operational communications.

The solution also includes comprehensive content management capabilities for highly regulated industries allowing businesses to ensure corporate and legislative compliance across all communications. Reviews of GMC Inspire have concluded that the solution supports a wide range of output channels including email, SMS, social media, web presentment and traditional print channels.

"We live in digital age where customers expect communication through the web, email, mobile and social media – not just print," according to Barb Pellow, Group Director, InfoTrends. "Abilities to create, format and deliver communications across both digital as well as traditional channels, such as those found in GMC Inspire, allow enterprises to benefit from a much more integrated approach to their communication strategy."

According to GMC Software Technology, GMC Inspire's ability to capture customer preferences coupled with intelligent automation will allow businesses to customize any communication in line with corporate guidelines and legislative compliance. Customization can include individually tailored content, delivery through the preferred channel and at the optimal time.

"In today's competitive marketplace, customers are in control and businesses that communicate 'out of context' take the risk of alienating customers, rather than engaging with them," cautions Joel Bienvenu, research manager at IDC. "The ability to help deliver relevant messages, at the right time through the preferred channel, is fundamental to engage with customers today.  This is what GMC Inspire is designed to achieve."

According to GMC Software Technology, GMC Inspire is designed to give business users more control over the key elements in any communication. The solution also provides comprehensive backend capabilities to ensure that technical teams can manage and run the process efficiently and in compliance.

The company states that customer communications act as representatives of any business and can play a critical role in increasing customer satisfaction, retention, and acquisition. GMC Inspire is said to remove the barriers of complexity and legislative constraints in CCM allowing businesses to use communications effectively and engage their customers in a highly efficient and cost-effective manner.

GMC Inspire encompasses five core capabilities. The company states that these capabilities can be used to deliver tailored solutions that address the challenges in customer communication faced by enterprises today.  

Core capabilities of GMC Inspire include:  

Customer insight: GMC Inspire provides advanced data management and customer analytics that bring together data silos across the business including CRM, ERP, ECM and other business systems. In addition the solution enables businesses to capture and leverage real-time data, customer preferences and social media profiles.

Customer communications: The solution is deigned to allow business users more control over document content while detailed technicalities can still be managed by IT teams. The solution includes dynamic design principles and comprehensive content management capabilities. Businesses can create high volume, structured communications as well as interactive and on-demand communications with GMC Inspire.

Multichannel production: Communications can be optimized for most delivery channels including mobile and web presentment, SMS, email, print, fax, RSS as well as other emerging channels. As the solution is built on a single platform, communications only have to be created once and can then be automatically formatted for appropriate channels.

Response management: The solution enables businesses to capture, track and manage customer responses across all channels. Enterprise feedback management automatically updates business systems and can trigger follow-on communications.

Process management and automation: The solution controls and automates the end-to-end communication process enabling 24/7 or lights-out production and real-time customer communications management. The solution can be configured to control and automate any communication process according to business needs.

More information on GMC Inspire, including the full solution brochure and video's can be found at www.gmc.net.