- An integrated approach to communication management allows companies to optimize time, reduce their carbon footprint, and increase customer satisfaction levels.
Bogotá, November 16, 2025. Consumer habits have changed: today’s customers expect to be able to communicate with brands through the channel they choose, without interruptions or differences in service quality.
Therefore, multichannel communication has become a key tool for strengthening the relationship with users, streamlining processes, and offering coherent and personalized experiences throughout the entire interaction with the company.
DocPath, a global company specializing in software solutions for information management and customer experience, explains that this evolution responds to the need to unify information flows, ensuring that messages reach users through their preferred channel and with full traceability and security.
Centralizing communications management allows organizations to control the entire document lifecycle, reduce errors, and ensure regulatory compliance in every interaction.
“Today, customers expect brands to be where they are, whether on an app, via email, WhatsApp, or an online portal, and for every interaction to maintain the same tone, quality, and value. Integrated communication allows precisely that: guaranteeing consistency, traceability, and personalization at every contact point, regardless of the channel,” pointed out Mauricio Saavedra Pazos, sales director for DocPath in Latin America.
Adopting platforms that integrate different communication channels allows organizations to adapt to their customers’ habits and preferences, ensuring continuity and coherence at each contact point. This approach improves closeness, speeds up response times, and ensures that information arrives in the most appropriate format, always maintaining its validity and security.
A multichannel communication strategy covers the main media that make up the current ecosystem of interaction between companies and users:
- Digital wallets: allow information to be delivered directly to customers’ devices, ensuring quick and convenient access.
- WhatsApp: facilitates direct communication using the most widely used messaging application in the region.
- Email: makes it possible to reach a broad audience with personalized messages and secure documents.
- SMS: is the ideal channel for sending alerts, reminders, and urgent updates.
- Traditional mail: maintains the necessary physical link for formal communications or documents that require a printed backup.
The convergence of these media within a unified technological environment favors the automation, security, and personalization of messages. A flexible infrastructure allows for the efficient creation, management, and distribution of documents, guaranteeing their authenticity, version control, and legal validity.
In addition to improving the customer experience, centralized communication management provides tangible benefits at the operational level. The incorporation of complete traceability and advanced security mechanisms and integrated services in the DocPath solution optimize production times, reduce administrative costs, and minimize risks associated with errors or duplications.
In fact, companies that have already adopted this model have reported average savings of $1,620 per claim management, an 86% reduction in their carbon footprint, and a 49% increase in customer satisfaction levels (NPS). This approach also promotes sustainability by reducing paper use and simplifying sending and storage processes.
“The ability of organizations to connect their channels, data, and processes makes the difference in the quality of service they offer. This evolution towards more integrated communication not only improves the user experience but also drives internal efficiency, compliance, and business sustainability,” concluded Mauricio Saavedra Pazos, sales director in Latin America.
About DocPath:
DocPath is a global company specializing in software solutions for information management and customer experience improvement. Its technology enables large organizations to transform and personalize the way they interact with their stakeholders, ensuring that each contact point in the customer journey is unique and, at the same time, efficient for the company. With an extensive track record in the market, DocPath has been a key ally in the digital transformation of hundreds of organizations worldwide. Banks, insurance companies, and government entities are just some of the sectors that trust its technology to drive innovation and optimize processes.
Media Coverage
| Media | Date | Link |
| Global Buenos Aires | 4/11/2025 | Article |
