Frequently Asked Questions

Customer communications management (CCM) focuses on creating and delivering personalized messages to customers across channels. Customer relationship management (CRM) tracks customer data, interactions, and sales activities. CCM uses CRM data to power more relevant, timely communications.

Customer communications management (CCM) refers to how organizations create, manage, and deliver customer-facing communications—such as statements, letters, emails, and texts—at scale. Leading CCM platforms help ensure messages are consistent, personalized, and compliant across all channels.

Yes, Smart Communications integrates seamlessly with Salesforce, enabling organizations to turn CRM data into personalized, compliant customer communications across channels.

Customer communications management (CCM) is important because it ensures timely, personalized, and consistent messaging across all customer touchpoints. Effective CCM improves customer experience, builds trust, supports compliance, and reduces manual effort through automation—making it essential for customer-centric, regulated businesses.

CCM improves customer experience by delivering timely, relevant, and personalized communications across preferred channels. It ensures consistency, reduces friction, and helps build trust through clear, accurate messaging.

Output management refers to managing and delivering documents—like statements and letters—across print and digital channels. Traditionally focused on print, this term has evolved into what is now widely known as customer communications management (CCM), which adds personalization, compliance, and omnichannel delivery.

Document automation is the use of technology to generate documents—such as forms, letters, and contracts—quickly and accurately using pre-defined templates and data. It reduces manual work, minimizes errors, and ensures consistency. Document automation is a key capability within customer communications management (CCM).

Document automation software enables organizations to automatically create, customize, and deliver documents using templates and data. Modern customer communications management (CCM) platforms like SmartCOMM take this further—allowing companies to use a single, channel-agnostic template to deliver personalized communications across customers’ preferred channels, from print to digital.

Omnichannel orchestration is the process of coordinating customer interactions across channels like email, SMS, web, and print through automated workflows. It ensures customers receive timely, consistent messages—automatically triggering alternative (failback) channels if one fails—to support smooth, personalized journeys.

Omnichannel means providing a consistent, seamless customer experience across all communication channels—like email, SMS, print, and web. In order to achieve that, interactions should be created in a channel-agnostic way, so the message stays the same no matter how the customer engages.

Document archiving is the process of securely storing documents—such as statements, contracts, and communications—for long-term access, compliance, and record-keeping. Cloud-based solutions, like SmartHUB, offer faster retrieval and greater scalability. Archived documents are indexed, secured, and made searchable so they can be retrieved quickly for audits, legal requests, or internal use.

Digital archiving is the process of storing, managing, and preserving digital information—such as documents, records, emails, and data—in a secure, searchable format over time. Unlike traditional file storage, digital archiving ensures that assets remain accessible, tamper-proof, and compliant with regulatory requirements.

The purpose of document archiving is to securely store important records for long-term access, regulatory compliance, and business continuity. Many industries have legal requirements for document retention, making archiving essential for audits, dispute resolution, and meeting data governance standards.

In the context of digital archiving, immutable means that a document or record cannot be altered or deleted after it is stored. Solutions like SmartHUB ensure immutability to support regulatory compliance, maintain data integrity, and provide a verifiable record of communications over time

Digital forms are electronic versions of paper forms that let users enter, submit, and process information online. Solutions like SmartIQ support complex use cases by connecting to existing systems to prefill data and dynamically display only relevant questions. They streamline data collection, reduce errors, and power fast, personalized experiences—ideal for processes like account openings, claims, and service requests.

Intelligent data capture is the process of collecting information through dynamic, digital forms that adapt in real time. Modern solutions like SmartIQ go beyond simple data collection—prepopulating fields, validating inputs, and triggering automated workflows. Captured data is routed to the right systems, with status updates and next steps delivered instantly for a seamless user experience.

SmartIQ is a cloud-native, digital-first solution used to create dynamic, guided digital forms that simplify complex processes. It helps organizations collect accurate data, automate workflows, route information to backend systems, and deliver faster, smarter customer experiences.

Yes, SmartIQ replaces paper forms with intelligent digital forms that are accessible on any device, connect to backend systems, and guide users through only the relevant fields—improving speed, accuracy, and efficiency.

SmartHUB maintains immutable, time-stamped records with full audit trails. It offers fast, secure search and retrieval capabilities to support regulatory audits and internal reviews.

Yes, SmartCOMM supports both batch and real-time communications. It can generate large volumes of documents at once (batch) or trigger personalized communications instantly based on real-time events—enabling timely, relevant messaging across the customer journey.

SmartCOMM enables omnichannel delivery through channel-agnostic templates that dynamically adapt content for email, SMS, print, web, and mobile—without the need to redesign for each channel. This approach ensures consistency in messaging and branding, while allowing businesses to meet customers on their preferred channels with personalized, timely communications that align with their journey.

Yes, SmartIQ connects seamlessly to existing core systems and databases. With over 30 pre-built connectors and accelerators—and a deep technology partner network—SmartIQ makes it easy to integrate with CRMs, policy administration systems, document management platforms, and more.

SmartHUB is a cloud-native, multi-tenant, purpose-built digital archive designed for today’s communication demands. Unlike legacy systems, it offers lightning-fast document intake—processing over 1,000,000 PDFs per hour—and high-speed retrieval of archived content. This is essential for responsive customer service, audits, and regulatory compliance.

SmartIQ can integrate with EPIC and other EHR solutions (e.g., Oracle Cerner, meditech, and PointClickCare) in several ways. From a technical perspective, we can pull data from and push data and documents to EPIC using an integration layer such as Mulesoft or using directly using FHIR-based APIs. SmartIQ can be used to replace some of the EHR’s functionality; however, there are several ways that SmartIQ can augment these solutions. We look forward to exploring your unique needs and finding the best solution for your organization.

Our research shows that healthcare consumers crave a guided digital experience when asked to provide data, regardless of the use case. SmartIQ lowers the customer effort required to provide the data and documents your organization needs to gather to facilitate a business process. These guided digital experiences improve the customer experience and increase customer engagement and satisfaction, which are key drivers of your customer experience metrics.

While most EHR systems offer electronic forms, they often lack the intelligence, branding flexibility, and cross-system usability of SmartIQ. EHR forms are typically limited to that system and can’t be used across platforms like CRM or RCM. Many providers still rely on PDFs or paper due to signature requirements and the need for a retained copy. SmartIQ addresses these needs with built-in signature support, integrations with eSignature tools (e.g., Adobe, DocuSign), and automatic artifact creation. Most importantly, SmartIQ captures structured data from the start—eliminating the need for OCR, AI, or RPA to process unstructured forms later.

Coordination of benefits (COB) is a process to determine a given patient’s insurance coverage(s) and identify which insurance plan(s) should be billed for services rendered. This includes public (e.g., Medicare and the Medicare Secondary Payer Questionnaire) and private plans. SmartIQ uses business logic and the data gathered from patients to facilitate the coordination of benefits. SmartIQ can also integrate with other systems and data providers to validate a given patient’s active insurance coverage.

Yes. SmartIQ integrates with leading EHR systems—including Epic, Meditech, and PointClickCare—using industry-standard methods such as FHIR-based APIs or integration platforms like Mulesoft. It can pull data from and push data and documents to these systems, enabling seamless coordination with existing workflows. This interoperability allows SmartIQ to enhance or supplement EHR functionality, particularly when gathering or validating patient data, such as during the coordination of benefits process.

Yes, SmartIQ integrates seamlessly with DocuSign through a native connector that enhances the digital signing process within customer journeys. This integration allows organizations to transform static forms into dynamic, interview-style experiences that adapt based on user input. Once the form is completed, SmartIQ can generate a signature-ready document and send it to DocuSign for e-signature. After signing, the document, along with its audit trail, is returned to SmartIQ for secure storage and downstream processing. This integration streamlines workflows, reduces manual interventions, and ensures compliance across various industries, including financial services, healthcare, and insurance .

SmartIQ integrates with OneSpan Sign via a native bi-directional connector that embeds digital signature functionality directly into SmartIQ’s dynamic, metadata-driven form engine. During form execution, SmartIQ programmatically generates a signature-ready document package and transmits it to OneSpan Sign through secure API calls. Upon completion of the signing process, OneSpan returns the executed document along with its full audit trail to SmartIQ via webhook or polling endpoints. These artifacts are then stored or routed downstream per defined business rules. The integration ensures tamper-evident compliance, supports role-based signing workflows, and minimizes manual intervention.

It’s possible to automate forms for wealth management onboarding like: New account opening forms, investment advisory agreements, client profile forms (KYC), risk tolerance questionnaires, investment policy statements, beneficiary designation forms, transfer of assets (ACAT), and W-9s.

It’s possible to automate forms for wealth management client servicing like: Address or name change requests, beneficiary updates, general account updates (e.g. adding trusted contacts, power of attorney, etc.), recurring distribution of contribution set up, money movement requests, annual review/KYC updates, RMD elections.

“By streamlining operations and reducing manual effort, SmartIQ delivers meaningful benefits across the client and advisor experience, like:

-Accelerated response times: Onboarding and client service requests response times are quicker, increasing client satisfaction.

-Fewer errors and delays: Reduces NIGO rates, which minimizes back and forth with clients and builds client trust.

-Frictionless experience: Clients complete forms or provide data easily and on any device with intuitive, personalized interviews.”

Journey orchestration in financial communications is the real-time coordination of personalized, compliant messages across a client’s lifecycle. In wealth management, this can include triggering a welcome email with account details and an onboarding link, followed by timely reminders to complete forms or acknowledge receipt of documents like Form ADV and CRS. Integrated systems can pre-fill client data, ensure compliance, and maintain the correct communication sequence. Journey orchestration also supports ongoing servicing tasks, such as annual KYC updates and document delivery.

SmartHUB is a cloud-native, multitenant archiving solution designed for high-volume, long-term storage with full regulatory compliance. Built for industries like finance, healthcare, insurance, and government, it helps organizations reduce costs, replace legacy systems, and ensure fast, secure access to archived content. Unlike generic ECM platforms or collaboration tools, SmartHUB is purpose-built for scalable, compliant document archiving across global jurisdictions.

SmartHUB is purpose-built for high-volume, compliant archiving—unlike legacy ECM systems that are costly, complex, and not optimized for scale. While ECMs focus on document editing and versioning, SmartHUB ensures immutability for tamper-proof records. It offers faster deployment, lower operational costs, and a modern cloud-native design. Many organizations switch to SmartHUB after experiencing performance, compliance, or user experience limitations with traditional archive solutions.

Document retrieval in SmartHUB is instant, intuitive, and secure. The solution is designed for high-speed access, whether through advanced search features or integration into user-facing portals. Users can locate documents quickly with metadata filters, full-text search, and audit trail transparency. This eliminates the frustration and delays associated with legacy systems or manual lookups.

Yes, SmartHUB is built with compliance at its core. It meets the requirements of GDPR, ISO standards (such as 14641 for electronic archiving), and WCAG accessibility guidelines. The system includes features like end-to-end encryption, automated retention policies, detailed audit trails, and access controls. These capabilities ensure data integrity and regulatory alignment across multiple jurisdictions, ideal for businesses facing strict legal requirements.

Absolutely. SmartHUB is engineered for enterprises managing millions of documents across thousands of users. It supports batch ingestion, on-demand uploads, and high-volume migrations without compromising performance. The solution grows with your business, offering elastic scalability and consistent uptime, ensuring uninterrupted access even as demands increase. 

Yes. SmartHUB features a robust RESTful API and offers seamless integration with systems like ERP, CRM, CCM, billing, and customer service platforms. This allows organizations to streamline workflows, reduce manual handovers, and eliminate data silos. Whether you’re storing digital communications for compliance reasons, offering communications via a customer portal, or equipping customer service teams to handle inquiries, SmartHUB fits effortlessly into modern tech stacks—supporting automation, extensibility, and a centralized data strategy.

SmartHUB includes automated document lifecycle management features designed to simplify compliance and reduce human error. The system applies retention rules based on document type, jurisdiction, and/or metadata, and can automatically delete or archive records at the end of their retention period. It also offers “Index Value Rights,” enabling role-based access control tied to document values like invoice amounts. This helps organizations avoid over-retention, reduce legal exposure, and streamline operations, all without placing added burden on IT teams.

SmartHUB integrates seamlessly with SmartCOMM and SmartIQ to enable secure, compliant archiving of high volumes of personalized communications across the full customer journey.