Home › Information Management › Departments › Customer Service
Departments
Customers expect fast, consistent answers in the channel they choose. Customer service teams need every letter, message and document at hand, and the tools to respond in one go.
Service agents switch between systems to find what a customer received, wait for template changes from IT, and send letters that do not match what was said on the phone.
Customers expect personalised, accessible communication across channels, and regulations such as the European Accessibility Act raise the bar.
Two practices cover most of what comes up for customer service teams. Both link through to the full explanation.
Interactive, on-demand communication that agents personalise within approved templates, sent through the customer’s preferred channel.
Every communication a customer received, archived with its metadata and retrievable in seconds.
Quadient Inspire Suite or SmartCOMM for interactive customer communication, Quadient Inspire Digital Vault to archive and retrieve what was sent, and Workato to connect CRM and contact-centre systems.
A typical customer service engagement starts with one high-volume interaction, such as complaint handling or claims correspondence, where agents now rewrite letters by hand.
We give agents approved, personalised templates and instant access to the communication history, and measure the effect on handling time.
Which platform we propose depends on your process and systems. These are the ones we deploy most often here, delivered by Canon IMS under one contract.
Customer communication is a core practice of Canon IMS, Quadient Partner of the Year in 2023, 2024 and 2025.
Yes. Agents work in approved templates with locked legal text and editable sections, so they can personalise within guardrails without waiting for IT.
With Quadient Inspire Digital Vault, every communication is archived with its metadata and can be retrieved in seconds.
Yes. CCX platforms can generate accessible output, in line with the European Accessibility Act.
Tell us which process feels the most exposed right now. We will tell you where the pressure actually reaches, and where it does not.
Acxess
Amsterdam, Netherlands
+31 20 000 0000
hello@acxess.io