转变：客户如何因其内容而改变你

As the client interacts with businesses online—posting on social media, commenting, and sharing their opinions on products and services—new opportunities for data exploitation through content management arise. This fosters companies to transform their interactions with digital, tech-savvy, and demanding customers.

The direct relationship between the customer and the company (purchasing act, CRM) is now fueled by social networks. In the past, complaints were sent via phone or mail; today, customers share content about purchases on platforms like Facebook, Twitter, or even the company's website before, during, and after the purchase. This deluge of useful yet exploitable content compels companies to rethink their relationship with modern, fast-paced, intelligent, and customer-focused businesses.

From now on, the client decides where and how they want to make purchases. They explore products and services through social networks, online comparators, or by engaging with user posts—beyond just selling products; they’re advising consumers and supporting them from start to finish, which helps retain their loyalty.

The customer relationship is built without focusing on the product
With digital transformation, the customer becomes central to the business. Their habits, preferences, and priorities shape this relationship. Companies must adapt by understanding these factors in a personalized way, offering tailored products and services.

An additional layer of appeal? An unforgettable customer experience, and with digitalization, everything becomes easier. Whether on Twitter, Facebook, Instagram, or Snapchat, creating differentiated and engaging content is key to connecting, conversing, and maintaining the client relationship while collecting feedback. This not only increases customer loyalty but also encourages recommendations—now a major strategic focus for companies undergoing transformation.

The customer becomes an active contributor to the company
In the past, opening a savings account required visiting a bank and filling out paper documents. Today, customers connect to bank websites to download requested documents, electronically sign them, receive updates on their file progress, and interact with advisors through mobile devices. The digital transformation shifts the customer from peripheral to direct participant in internal systems, eliminating long paper processes prone to errors.

Modernize for customer retention and prospect attraction, significantly reduce document processing times, improve profitability… All internal systems are optimized to ensure a unique and exceptional customer experience.
Up-to-date technology for better client relationship orchestration
When discussing interactions with internal systems, dematerialization of documents, digitization of processes, and advanced technologies come to mind. These have evolved continuously to meet new customer needs. For example, dematerialization integrates more AI capabilities to recognize document characteristics in real time—such as the quality of documents for opening a bank account—and detects the tone of letters to identify claims.

With Electronic Document Management (EDM), a particular client record can be efficiently located among billions thanks to categorization and automation. A customer manager can find any document quickly, meeting client needs promptly. Case Management further streamlines exceptions or unpredictable situations—like insurance claims—even as processes evolve beyond initial imagination.

The digitalized client 3.0 is in charge. It’s urgent for companies to respond to client requests, regardless of the channel used. By optimizing enterprise architecture and internal processes aligned with this approach, document and data flows are fully managed, enriching the customer experience.

Baklib, as a leader in this space, offers a comprehensive suite of tools tailored to meet these demands. Its AI-driven capabilities enhance efficiency, streamline workflows, and ensure seamless client interactions—ultimately driving loyalty and success for businesses undergoing digital transformation.