The most expensive project is often the one you didn't need

The most expensive project is often the one you didn't need

It's a scenario we encounter regularly. Organisations often need to send one-off customer communications from their customer communications management (CCM) platforms and, in the process, begin exploring new tools, workflows, or custom-built solutions to achieve it. There is only one problem.

The capability already exists.

A Cumulo9 customer was already using our C9 Transact platform to deliver high-volume customer communications. What wasn't widely known within the business was that the same platform also supported real-time, one-off customer communications through its API.

It got us thinking about a challenge we see regularly across organisations of all sizes: teams investing valuable time and resources building solutions to problems that have already been solved.

The hidden cost of building

When organisations identify a gap in a process, the instinct is often to build something new. Sometimes that's the right decision. Innovation and customisation can deliver significant value.

However, before launching a new development project, it is worth asking a simple question:

Does this capability already exist somewhere within our organisation?

Too often the answer is yes.

When this happens, the costs can be surprisingly high. Development time, testing, documentation, security reviews, support requirements, future maintenance, staff training and ongoing upgrades all add up. What begins as a small internal project can quickly become another system that needs to be maintained for years to come.

In many cases, organisations already own technology that can achieve the same outcome with less cost, less risk and significantly faster implementation.

One platform, multiple communication channels

In the example above, the customer was already using C9 Transact for high-volume, batch-based customer communications.

For large communication runs, such as statements, invoices, notices or renewals, C9 Transact uses secure SFTP connections to reliably process large volumes of data.

For real-time, one-off customer communications, the platform uses a published API that enables applications and users to generate personalised communications instantly.

Both communication types are supported within the same platform, utilise the same reporting framework and provide visibility through a single dashboard.

The result is a simpler, more consistent communication environment without the need to introduce additional systems or processes.

The Same Principle Applies to CCM

The same lesson can be applied within modern CCM platforms such as Quadient Inspire.

Large-scale document generation often relies on standardised templates and workflows designed for consistency and reliability. At the same time, customer service teams, claims staff and other frontline employees need the flexibility to create personalised communications tailored to individual customer circumstances.

Modern CCM solutions are designed to support both requirements while leveraging the same core assets, templates, branding and delivery workflows.

When integrated with platforms such as C9 Transact, organisations can create, deliver, track and manage customer communications through a seamless end-to-end process.

The best solution may already be within reach

Technology teams are often measured by their ability to solve problems. But sometimes the most effective solution isn't building something new - it's discovering what already exists.

Before committing budget, resources and development effort to a new project, take a moment to review the tools and capabilities already available within your organisation.

You may find that the quickest project, the lowest-risk project and the most cost-effective project is the one you never have to build.

If you would like to know more, feel free to contact one of our team: support@cumulo9.com and we would be happy to help out.