There is a dizzying array of persistent and transient settings required to manage complex communications that meet modern requirements of CX, cost, and governance. In addition to all that, there is the need to archive all those communications in a way that supports quick search and retrieval by multiple stakeholders over years at an affordable cost. A few examples of the data management challenges are:
- Communication Inventory – named subtypes of communications such as statements, invoices, notifications, alerts, servicing letters, marketing, account opening, collections
- Metadata field definitions for each communication type and what elements are available to drive content decision rules such as account number, balance, product codes, preference settings, profile information, etc.
- Delivery types supported and the configurable settings for each – mobile app, web, email, SMS, print (USPS class or overnight) with options and overrides based on communication type
- Content resource and inclusion rule version libraries and owner, source, cross-reference info, usage map, version history, review and approval audit trails, etc.
- Users, functional roles, access rights, profile settings for administrators, editors, back office, auditors, call center, agents, etc.
- Workflow and processing rules, settings, activity logs, audit trails, access logs, etc.
- All of this at either an enterprise or line of business or team level for presenting a system to business users to self-manage.
The burden of this level of management always ends up in the client’s lap, thought to be too client-specific to address and so yet another build burden for an already overworked internal IT team. What does exist is typically scattered across disparate systems built at different times by different staff (often long gone) in different ways making for an unstable, brittle, limited system everyone is afraid to touch.
The CEDAR CX Platform has a workflow processing system with the following unique capabilities:
- Metadata Definitions – A standard descriptive metadata library is established and maintained across the communications lifecycle so that predictable cross-reference and content rule triggers are available wherever they are needed.
- Content Rule & Resource Library – All resource elements of all types, as well as the inclusion rules that trigger their use, are managed as independently stored and versioned objects. This enables unlimited evolution of the parts and reuse across systems and channels.
- Governance and Audit Trails – All actions taken by all users are stored and available for audit users to access to support UX, regulatory, brand, support, or cost standards.
- Archived Communications – Every communication created and sent by the platform is stored for review, release approval, and long-term retention, search, and retrieval regardless of delivery channel. They are available via portal or API to any access role required by our clients and their customers.
- Activity Records – Client activity records are also retained for delivery success/failure, secure payment, opt-in/out, or other types of system activity required for support, billing, audit, or security.
- Workflow and Configurations – While most workflow engine processes are standardized, they are defined in XML within our data model and so can be duplicated, modified, or tailored to specific client needs without a code change. Additionally, nearly all labels, names, categories, etc. are configurable database elements to customize our client’s experience without the need for custom code.
- Communication and Delivery Types – Even the communication types are defined in our database so that specific business process communications can be independently defined, tracked, and managed without customized code. Delivery channel parameters enable low-cost integrations to new delivery service providers based on standardized channel data definitions.
- User Role and Access Rights – Our clients have hundreds and even thousands of users in our system managing all aspects of the communication lifecycle 24/7 and so we have a very robust access rights management model for managing, viewing, sending, reporting, and other functional rights.
- In order to sustain the high level of performance, innovation, and flexibility our clients require, the CEDAR platform is: Complete with all the features listed above – and more
- Standardized across years and hundreds of client implementations – benefit from the collective experience and investment of CEDAR and all our clients
- Pre-integrated so there is zero risk of project surprises once your core systems are plugged into the CEDAR Platform
- Extensible through the continuous addition of new edge capabilities and functional improvements applied in a consistent manner for the benefit of all clients accessible via APIs
- Business user management at the speed of customer need without internal IT cost and schedule constraints
Learn how our powerful communication data model is the essential ingredient to solving your CX and compliance management problems affordably.