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Customer Relations

Customer Relations

Simplify the customer experience by transforming relational processes, using digital technology as booster

How can I help my company develop its turnover, prospect for customers, convert and increase customer loyalty? How can I improve my brand image and customer satisfaction? How can I orchestrate all the channels and relational supports for a seamless customer experience ?

Although these issues do not change, the context for customer relations directors varies strongly and constantly: newcomers with new business models, disruptive technologies, new purchasing and consumption behaviours, volatility, customer expertise and impatience...

IoT, mobility, social networks, artificial intelligence, Big data, blockchain or chatbots: the possible scope for transforming customer relations processes has expanded to give customers a simple experience of the brand that will attract them and win their loyalty.

Expert for more than 30 years in customer relations activity processes, from industrial DTP to the customer relations back office, DOCAPOST combines technological expertise and human skills, in compliance with the regulatory framework, to transform your relational processes iteratively, while ensuring the safety of your data.

72 %

of decision-makers say that the web is the chief vector for improving the customer experience by 2017.

Source : Source : Markess International study - april 2015

customer experience graph

At DOCAPOST, we distinguish the customer experience from the prospect's experience. While the prospect's experience involves being able to activate the right omnichannel levers within a conquest strategy, the customer experience must make your transaction, customer care and loyalty processes more reliable and simpler.

picto prospect Prospect's experience

What experience is needed to convert a prospect into a customer?

1. Capture and collect information on your prospects.

DOCAPOST supports you in this phase by cross-referencing traditional CRM data, web browsing data and data from digital campaigns to focus on the right contact intelligently at the right moment.

2. Effectively communicate with them.

To capture the attention of your target and convert them into a customer, DOCAPOST has developed a comprehensive range of direct marketing solutions combining hyper-customisation of messages and innovative supports (all in one, scratch cards, fragrant cards…).

direct marketing

In addition to this direct marketing range, DOCAPOST proposes innovative customer communication solutions and services:

  • Easy Attachment: web interface used to target, schedule, validate and distribute your attachments while retaining control of your campaigns
  • Interactive document: customised link with electronic document that can interact with its content
  • Customised video: a video is generated from data to speak personally to the customer or prospect

picto prospect Customer experience

The simple, seamless, interactive and omnichannel customer experience that your customers expect requires you to make your transaction, customer care and loyalty processes more reliable and simpler.

This involves, therefore:

  • Developing new customised services
  • Reducing transaction and signature times
  • Adapting your contact points on request
  • Communicating effectively

DOCAPOST proposes an unrivalled global offer to provide solutions to these issues, combining consulting and support, trusted digital services (digital platforms, customer experience, signature, archiving, industrial solutions (DTP, digitalisation, direct marketing, etc.) and human services (back office and front office for customer relations).


Consulting and support

The transformation of customer relations requires you to possess the correct analysis of your processes and the priority levers to activate. Whatever the maturity of your digital transformation approach, DOCAPOST Conseil consultants and project managers work with you in diagnosing the existing system right up to implementing solutions, while providing advice and support for change. We are convinced that this transformation can and must be governed by concrete projects with management support and visible with measured results. To accomplish this, it is necessary to implement a governance and project management system that integrates a positive iterative approach.


Digital platforms adapted to the customer experience

Developed on a robust and proven base, these platforms are pre-configured to meet the need for digitising and automating customer experience tasks.

Digital platform

We have developed subscription platforms, specific for business activities:

  • Subscription customer experience
  • Credit customer experience
  • KYC customer experience (bank)
  • Insurance customer experience
  • Real estate customer experience
  • AD HOC platform

Also available:

  • Signature circuit creation platform
  • A comprehensive collection of APIs with a help portal for you to integrate our solutions yourself into your customer experience: document capture, signature, payment, billing, archiving…

Trustworthy services, electronic signature and archiving

  • Legally valid signature, eIDAS compliant
  • Identification of contracting parties
  • Certificate, sealing and time-stamping
  • Documentary evidence admissible in the event of a dispute

Customer care center

What about the human aspect in all this? For DOCAPOST, the customer experience cannot be solely digital. Although the digital aspect speeds up and simplifies it, the human aspect enhances it and generates trust.

Drawing on 30 years of expertise in the outsourced management of back-offices and customer relations front offices, DOCAPOST created the Customer Care Center, a set of human skills and customer relations expertise spread out in our production centres throughout France (processing and management of customer folders, management of claims and incidents, etc.).


Generate additional business

To increase the average basket of your customers, DOCAPOST has developed a comprehensive range of direct marketing solutions combining hyper-customisation of messages and innovative supports (all in one, scratch cards, fragrant cards, etc.).

In addition to this direct marketing range, DOCAPOST proposes innovative customer communication solutions and services:

  • Easy Attachment: web interface used to target, schedule, validate and distribute your attachments while retaining control of your campaigns
  • Interactive document: customised link with electronic document that can interact with its content
  • Customised video: a video is generated from data to speak personally to the customer or prospect