Engagement Management, Customer Relationship Management, and Document Management

Nowadays it seems as though we are constantly being bombarded by different types of software that are supposed to make our lives easier and our jobs more convenient.  As such, it sometimes becomes easy to get lost amidst the different types of management software and their associated acronyms. Some of these include, and will be discussed in this article, are Engagement Management (EMS), Customer Relationship Management (CRMS) and Document Management (DMS). Each of these systems serves a very specific purpose, however there may be times where the functionality between these systems may overlap and may in fact complement each other. Here we shall discuss the differences between these systems and how they may be used together to achieve maximum results.

Engagement Management Software (EMS) –

Engagement Management in a nutshell can be defined as the tool that allows organizations to engage members and clients anytime, anywhere, and from any device. Basically, engagement management is a term that is mostly associated with project management. It is a management process that brings together client relations (sales and support), project management, delivery, and quality management to satisfy clients.

In terms of modern technology, engagement management can apply specifically to cloud-based systems that includes member management, member self-service, social engagement, private communities, mobile access, and website management.

EMS helps managers to work more effectively with client contacts to avoid issues associated with misalignment of expectations.

Customer Relationship Management Software (CRMS) –

Customer relationship management entails a set of practices, strategies, and technologies that a company uses to manage interactions with its customers throughout the customer lifecycle. The ultimate goal of customer relationship management is to improve customer relationships, increase customer retention, increase sales growth, close deals, and better understand customers’ needs and concerns.

This management system is designed to gather and compile client/customer information across various media including websites, telephone, live chat, social media, direct mail, etc. With this information, customer service representatives can better interact with customers by making data such as personal information, purchase history, and buying preferences easily available.

Although customer relationship management is mainly used to describe business-to-customer (B2C) relationships, CRMS systems may also be used to refer to the management of business-to-business (B2B) relationships.

Document Management Software (DMS) –

Document management software is primarily concerned with and is most effective in managing documents of specific file types. These consist primarily of traditional documents such as Word, Excel, PDF, PowerPoint and other widely used file formats. The main purpose of the document management software is to actively control the life cycle of the documents in an organization. It manages how documents are created, reviewed, published, and eventually archived or disposed. In addition, document management software allows ease of collaboration and information sharing between users, particularly virtual teams. Some of the key features of document management software include:

  • Check-in/check-out and locking processes to coordinate the simultaneous editing of documents from multiple users. This can also be seen as a form of change control as it avoids changes from one user being overwritten
  • Version control so different versions can be easily distinguished. This prevents wrongful use of superseded documents and enables end users to track revision changes
  • Document annotation and stamps
  • Audit trail, to permit the reconstruction of the various document editors during the life cycle of the document

Engagement Management, Customer Relationship Management, and Document Management Overlap

Though these management systems may seem separate and distinct at first glance, there are instances when their features can be used to complement each other. Document management systems such as eFileCabinet possess versatile features that enable them to be easily integrated with other systems.

eFileCabinet Online is a cloud-based system where files can be stored and shared with clients. Clients can access documents anywhere an internet connection is available. This feature is similar to engagement management and can actually be used bolster engagement management. Using eFileCabinet’s online environment, companies can actively engage customers by making information accessible in real time. This leads to increased client satisfaction and better management of changes and alignment of expectations.

Customer relationship management deals with collecting and storing customer information. What better way to manage volumes of customer data than by using a document management system such as eFileCabinet? Information stored in eFileCabinet can be easily retrieved by customer representatives using built-in powerful search functions, allowing users to locate customer information almost instantaneously. eFileCabinet is also fully digital, eliminating the need to store customer data in cumbersome and space-consuming file cabinets. Paperless customer records means increased efficiency, more satisfied customers, and potential profit increase.

If you would like to find out how document management software can be used to bolster engagement and customer relationship management, fill out the form provided for a free 15-minute demo.

By | 2016-12-15T11:59:10+00:00 December 9th, 2015|
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