How to Reduce IT Overload By Empowering Your Business Teams
Shawn Phillips 
May 14th, 2025
In industries like banking, insurance, and healthcare—IT teams are stretched thin. They’re focused on security, scalability, and innovation—while also responding to requests to create and update customer communications. With so much on their plates, it’s no surprise workloads can get overwhelming, leading to delays and bottlenecks that slow everything down.
The Challenge: IT Bottlenecks and Slow Updates
For many organizations, outdated systems are the main culprit. Over 70% of businesses still rely on homegrown or legacy CCM platforms, which require IT intervention for every update. Whether it’s updating a regulatory compliance message, tweaking branding, or changing a simple piece of content, IT is responsible for it all. The problem? It can take weeks—or even months—to roll out updates, which means organizations risk falling out of compliance and delivering a subpar customer experience.
On top of that, business teams—who are the ones directing customer-facing communications—often can’t make communication updates on their own. They have to wait for IT to make changes, which causes unnecessary delays and makes it harder to stay nimble.
The Solution: Modern Document Automation
Modern CCM platforms are here to change the game. These platforms allow business teams to make updates to communication templates independently, without relying on IT. With low-code or no-code tools, business users can update content, personalize messages, and manage workflows all on their own. This takes the pressure off IT and speeds up the entire process.
AI-powered engines take personalization even further by tailoring messages to each customer based on their data, ensuring that every communication is relevant and compliant. These platforms also automate compliance workflows, so regulatory changes are automatically integrated, minimizing the risk of errors and reducing the need for IT involvement.
The Payoff: More Agile, Efficient Teams
By giving business teams the ability to handle updates themselves, IT can focus on bigger, more strategic tasks like security and scalability. This helps the entire organization become more agile, responsive, and able to handle the complexity of modern customer communications—without overloading IT.
In today’s fast-paced world, smarter document automation is no longer just a nice-to-have. It’s a must have. When both IT and business teams are empowered to do what they do best, everyone wins—creating faster, more efficient operations and better customer experiences.
Free IT from Communication Updates Infographic
I recently delivered a session on this topic. In 30 minutes, you’ll learn how modern document automation tools empower your customer-facing team to work independently.
WEBINAR
How Smarter Document Automation Reduces IT Workload
March 19th, 2025 | Presenter: Shawn Phillips
Empowering non-technical business users to manage customer communication workflows isn’t just the future—it’s here. By shifting control to business teams, organizations can free up IT resources to focus on strategic priorities like scalability, cybersecurity, and innovation.
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Shawn Phillips
Shawn brings over 25 years of tech and customer experience expertise to his role as Product Manager for MHC NorthStar CCM. He is driven by a simple philosophy: great technology should make everyone’s day better—customers and employees alike. His practical, hands-on approach helps companies streamline how they talk to their clients, making every message count. Before joining MHC, Shawn was employed at Heart of the Customer, where he worked with Fortune 100 companies to improve how they connect with customers—everything from reducing pain points to enhancing key moments in the customer journey.
