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Today, stakeholders make the business case for SaaS CCM by modeling implementation and ongoing communication costs without understanding the potential impacts of surcharges for exceeding file size limitations. Unfortunately, they often make longterm projections based on the small sample of content of limited pilot programs in which all variables are controlled. As time passes, businesses discover hidden upcharges that quickly burn through planned communication budgets, sometimes going through an entire year’s budget in as little as four months.

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loud is quickly becoming the preferred solution for modern customer communications and as legislation clarifies how customer data privacy, data storage and data sharing are handled in the cloud, enterprises are considering moving higher value customer communications to SaaS CCM solutions. When they do, they expect to realize reduced infrastructure costs, easier procurement cycles, increased agility and faster digital transformation.

well-intentioned designers, business users and customer-facing employees can inadvertently incur upcharges that turn into unexpected invoices. Designers Designers are critical to great communication, but they are not typically trained on the terms and conditions of your vendor contracts. When prompted for an image, they choose one meant to engage and then move onto the next task. Let’s see what their choice can do to your CCM costs. Each of the images in Figure 1 is acceptable for inclusion in a print, email, web or mobile message. Just double check that they are email-appropriate quality. If your SaaS CCM offering is priced per communication, either of these images will do just fine, as the communication will cost the same. However, if your vendor places surcharges on file size, the image on the right costs 18X more than the image on the left. While this may be a fraction of a cent each time, this 18X upcharge could be charged millions of times. This upcharge is incurred by a designer with no approval process or warning about the impact their choice will have in many offerings. Additionally, designers may include pre-approved custom fonts to maintain brand standards. Those custom fonts add 100kb to 500kb to total file size, incurring upcharges for each and every communication sent. This is another situation where a designer multiplies the communication costs without any awareness or approval.

Designers may include pre-approved custom fonts to maintain brand standards. Those custom fonts add 100kb to 500kb to total file size, incurring upcharges for each and every communication sent. In most SaaS CCM implementation, designers, business users and customer-facing employees have the power to personalize communications with relevant images, inserted documents and text changes. Unfortunately, they also have the power to shatter the planned budget by making small changes that have major cost implications — without any warning, approval or accountability checks. Let’s explore how

DOCUMENTmedia.com fall.2021

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