2 Omni-Channel Management Enhance Your Customer Communications ADDRESS INCREASING CUSTOMER EXPECTATIONS IN AN EVOLVING COMMUNICATION LANDSCAPE In the digital economy, communicating with your external and internal customers is becoming increasingly complex – and increasingly critical to your organization’s success. Today’s customers, business partners and employees demand choice in the way they interact with you and in the type and frequency of communications they receive. As the number and complexity of ­­­ internal and external interactions increase, many organizations struggle to effectively manage and monitor their multifaceted communications data and delivery channels. This results in process costs that are too high, in addition to strained internal resources, low productivity and slow and inconsistent customer communications. All of these factors heavily impact on the organization’s image and bottom line. For our clients it is key to address both their internal and external customers in the right way, at the right time and in the right manner in accordance with the communication content. Swiss Post Solutions (SPS) offers solutions for multiple communication channels and enables its clients to interact with their customers at the right time and through their preferred channel with the right content. SPS builds the best fit solution, based on a leading technology, to meet both back office and customer facing requirements and ever changing demands, in order to create an efficient communications process for all the stakeholders and an outstanding customer experience.