Simplify the complexity of customer communications
IN Partnership with
DCMFlex™ is used by some of Canada’s largest and best-known FI providers in the insurance business to streamline the creation and personalization of customer communications across traditional and digital channels at scale
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AS CUSTOMER communications expand to include additional digital channels and content, they become increasingly difficult to manage. In the insurance market, as more consumers demand a personalized approach, companies often struggle to balance personalizing content with keeping it on-brand and compliant.
DCMFlex™ enables companies to strike that balance – content personalization for end-users (brokers and advisors), and controlled branding and compliance at the corporate level. As a cloud-based platform used by some of Canada’s biggest organizations, DCMFlex™ has proven itself a tremendous enabler in meeting the ever-increasing need for customer communications management at scale.
DCM is a marketing and business communications partner that helps companies simplify the complex ways they communicate and operate, so they can accomplish more with fewer steps and less effort. DCM serves major brands in vertical markets, including financial services, retail, healthcare, energy, other regulated industries, and the public sector. We integrate seamlessly into our clients’ businesses thanks to our deep understanding of their needs, transformative tech-enabled solutions, and end-to-end service offering. Whether we’re running technology platforms, sending marketing messages, or managing print workflows, our goal is to make everything surprisingly simple.
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“The goal of our clients around customer communications management is to enhance the customer experience and streamline their communication workflows to ensure consistency and compliance”
Steve Livingstone, DCM
“Strong, long-term relationships have allowed us to work directly with our clients to evolve and enhance the experience of their customers,” Livingstone says.
“At the same time,” he adds, “we’re constantly looking at ways to innovate and introduce new capabilities into the platform. We’re now planning to infuse AI into it to support various use cases."
One enhancement will be the ability to source content directly from AI. Another will be the ability to optimize and tailor existing content for a particular brand or ideal customer profile (ICP).
“While customer communications management [CCM] solutions support a wide range of functions, DCMFlex really shines in three core areas,” says Steve Livingstone, senior vice president of digital solutions, DCM. “The first is the ability to easily create and personalize content – crucial to just about every broker and advisor out there today. The second is enabling workflows – automating and accelerating routine processes. Third, DCMFlex provides enterprise-scale system integration: It connects with CRM and marketing platforms like Salesforce, SAP, Hootsuite, and many others.”
With over 450 clients now using DCMFlex, the solution is highly scalable: it can support anywhere from a small core team to thousands of users. Current clients span all major verticals, and include tier-one banks, large insurance organizations, retailers, and telcos.
Moreover, it has evolved through client feedback and collaboration. DCMFlex is a true client-centric platform: a lot of inspiration for the platform’s functionality comes from solving clients’ complex customer communication challenges.
DCMFlex is also unique in that it meets two crucial requirements around both customer communications and procurement.
The platform provides robust support around customer communications management while also serving as a powerful procurement solution.
“Think about the broker community out there,” says Livingstone. “Think about an advisor who works directly for the insurers, or the independent broker who does a lot of co-marketing. They need easy access to content, and they need to be able to modify and customize it so they can deliver it to their clients in a more personalized way, across both print and digital channels.
“Insurers can no longer rely on traditional channels for customer interaction, so digital must now deliver a highly personalized and consistent experience. This is where DCMFlex excels”
Steve Livingstone, DCM
“Using simple, customizable templates, an advisor or broker can quickly create an email, brochure, event invitation, welcome kit … the list goes on.
“Then, using their own client data, they can personalize the content – text, images, and video – and send it directly to their clients. It can be a one-off piece, or an entire multichannel campaign spanning print and digital.
“Typically, you’d have to create an art file and send it externally for some form of production to be physically printed, possibly warehoused, and then delivered to your clients,” Livingstone says.
DCMFlex automates all this, and does it at scale.
“But we go one better by also offering a whole procurement capability,” says Livingstone. “DCMFlex enables you to warehouse, order, print, ship, and invoice – all in one place, through a single point of contact.”
And features like the catalogue-based storefront and configurable interface make the platform even simpler.
Compliance is another critical factor in the CCM equation, particularly in heavily regulated verticals like insurance.
“When you’re distributing content and communicating to your clients, much of that information is regulated,” says Livingstone.
With DCMFlex, compliance is built-in: Through seamless integration, the platform dynamically pulls data into the communications from relevant systems of record. No manual input, no pulling from old spreadsheets.
In addition to pulling from verified sources, the platform’s workflow processes ensure approval by necessary stakeholders “before anything goes out the door.”
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The marketing trifecta: content creation, workflow, integration
A hybrid approach: customer communications and procurement
A hybrid approach: customer communications and procurement
A hybrid approach: customer communications and procurement
Published 06 Nov 2023
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Copyright © 2023 KM Business Information Canada Ltd
Contact Us
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Best in Insurance
Resources
Risk Management
TV
News
CA
RSS
Sitemap
Contact us
About us
Conditions of Use
Privacy policy
Terms & conditions
People
Copyright © 2023 KM Business Information Canada Ltd
Contact Us
Specialty
Best in Insurance
Resources
Risk Management
TV
News
CA
Copyright © 2023 KM Business Information Canada Ltd
RSS
Sitemap
Contact us
About us
Conditions of Use
Privacy policy
Terms & conditions
People
Why DCMFlex?
24-7 access to content
Source: DCM
Steve Livingstone, DCM
Easy-to-use templates
Proven platform with 6,350+ users
Adjustable text & images
Dramatically shorter timelines
Locked-down branding & compliance
Ensuring compliance
Source: DCM
Trusted by 85% of Canada’s largest corporations
Why DCM?
Relied on by 5 of the 6 largest fed govt agencies
150+ years of collective experience
15+ locations across North America
Insurance is “a large, vertical force within the FI space,” says Livingstone. “And advisors and brokers today are challenged in juggling multiple systems. They want to simplify and streamline this complexity rather than have to pull everything together from multiple sources.”
Today’s brokers and advisors are looking for that all-in-one solution for personalized customer communications at scale – and that’s just what DCMFlex provides.
Simplifying complexity
IN Partnership with
Ensuring compliance
Find out more
DCM is a marketing and business communications partner that helps companies simplify the complex ways they communicate and operate, so they can accomplish more with fewer steps and less effort. DCM serves major brands in vertical markets, including financial services, retail, healthcare, energy, other regulated industries, and the public sector. We integrate seamlessly into our clients’ businesses thanks to our deep understanding of their needs, transformative tech-enabled solutions, and end-to-end service offering. Whether we’re running technology platforms, sending marketing messages, or managing print workflows, our goal is to make everything surprisingly simple.
Compliance is another critical factor in the CCM equation, particularly in heavily regulated verticals like insurance.
“When you’re distributing content and communicating to your clients, much of that information is regulated,” says Livingstone.
With DCMFlex, compliance is built-in: Through seamless integration, the platform dynamically pulls data into the communications from relevant systems of record. No manual input, no pulling from old spreadsheets.
In addition to pulling from verified sources, the platform’s workflow processes ensure approval by necessary stakeholders “before anything goes out the door.”