Driving critical customer engagement during COVID-19
DXC Digital Communications as a Service (DCaaS) enables organisations to stay connected with their customers during this uncertain time, with an agile and scalable platform that supports two-way communications using a secure and customer centric approach. Our solution enables an organisation to provide rapid, personalised digital communications to their customers. DXC can set up the cloud-based platform within days and subsequently provide the capability to send customised and tailored communications through numerous digital channels instantly.
DXC Australia and New Zealand has already implemented this service to several financial services, government and healthcare organisations. This has allowed them to deliver communications at speed during critical times, reduce customer stress and relieve pressure on key operating teams like contact centres. We recently worked with an organisation to send an instant communication to 50,000 individuals during the bushfire crisis in Australia.
DcaaS will help bypass slow and onerous paper-based communications, processes or operating models that rely on legacy applications which can be difficult to change. DXC is focused on providing agility and freeing up critical customer resources so organisations can focus on executing and monitoring customer experiences rather than complexities relating to technology delivery.
As the platform supports two-way communications, customers can respond to questions and enter critical information. Organisations can obtain feedback and provide analytics on customer responses and trends to continuously monitor interactions. Communications can quickly be modified with targeted messaging to critical customers who require the most support.
Our step by step process is outlined below:
| Challenges | Digital Communications as a Service (DCaaS) |
|---|---|
| Communicate at speed via multiple channels | Deploy platform within 2-5 days and tailor communications to your customer immediately via the organisation’s preferred channel (Email, SMS) |
| Address outsourced communications that are at capacity and unable to respond to critical incidents | Support for instant incident response management. For example: Digital communications can be used to redirect citizens from queues |
| Rapidly adopt digital channels -- bi-directionally so that your customer can respond to critical next steps | Two-way communications with analytics to continuously monitor interactions and ability to obtain feedback from customers and assess trends and sentiment |
| Relieve print/mail house supply chain constraints and continuity concerns; avoid the limitations of one-way communication | DCaaS provides organisations with a two-way, instant communication and removes the paper-based communications |
| Provide prompt crisis response alerts/announcements | Communications sent at scale, instantly, with message tracking to ensure delivery to the customer |
| Easily deploy in your organisation and determine where to best store customer data | Easy integration with critical systems due to existing APIs – including core CRM/case management; ability to import data without integrating to core applications that are behind firewalls; customer data stored on-shore in Australia and is privacy compliant |
Our subject matter experts are available to ensure your communications are delivered at speed.