Businesses that process large volumes of customer communications know that making changes to business-critical documents is often a dreaded task. Many times the change management process is time-consuming, sometimes taking up to 6 weeks from the time the change request is submitted, to fulfillment.
When changes take this long, document design can become outdated, marketing messages can become stale, and ultimately these things can lead to a mediocre experience for the customer.
The need for changes to documents is inevitable and constant, and if processes are in place to support that need, and documents are created properly from the start, change management doesn’t have to be as hard and time-consuming as you may be accustomed to.
It Starts with Good Document Design
Speedy document change starts with documents that are built the right way, from the beginning. A standardized approach to document design, one that is flexible and supports easy changes, can significantly cut down on your change turnaround time.
By layering in reusable components of documents, such as tables, and designated marketing spaces, you can easily modify and update common change areas as needed, without a complete overhaul of the entire document.
A Streamlined Workflow + Dynamic Professional Team = Fast Changes
A streamlined project workflow that quickly sends change requests from one team member to the next, as tasks are completed, speeds up the change management process. This requires more than just a barebones operation and a skeleton support crew.
Rather, a team of well-trained professionals should be responsible for moving change requests through the process, from approval to production, so changes can be handled in a timely manner, even during periods of high volume.
Set Expectations Based on Complexity. Categorize and prioritize.
Another part of a good, standardized change workflow is the categorization of change request types. A simple change won’t necessarily be received and fulfilled in line with a more complex one.
Smaller more straightforward changes that require less time and resources, such as a line of text, marketing information or logo changes, are batched together, and more complicated and time-consuming needs, like letters or invoices that require program and layout updates, and full quality assurance reviews, are in their own category.
Categorizing changes in this way allows you to set realistic expectations around time to complete changes, based on specific needs and change types, and provides the ability to prioritize and delegate resources accordingly.
The reality is, that changes to customer documents should not take weeks, months, or longer to be accomplished. And, they don’t have to! Your approach to change management can and should be turn key and simple. Don’t be fooled into thinking all changes necessitate the same “one size fits all” approach that is lengthy and painstaking, just because that is common in the industry.
If outsourcing customer communications with a vendor, fast change management should be a part of the business model. Performing well in the areas above requires proven infrastructure and processes, which are some of the things that make Lanvera unique in the market. Contact us today to discuss, and begin to have your change management needs to be met in hours and days, instead of weeks and months.
