Of course CCM has come a long way since the days of sending printed documents to stay in touch with customers. We live in a digital world and customers want to engage using their favorite channels. They demand a consistent service across channels that’s there for them when they want it. In all aspects of their lives the customer expects to feel special.
When it comes to winning customers, trust is one of the most important things that any industry or brand can have. And yet as recently as 2016, research showed that more than half of Americans have never trusted a financial institution enough to recommend it to friends and family.
We’d say that there isn’t one person within a Financial Services firm who doesn’t know what their customer communications should ideally be like. It should be branded and consistent, delivered across multiple channels with content that adapts for each customer and individual conversation. CCM allows for this personalized, customer-centric, omni-channel customer experience built around automatically generated outgoing touch points.
Range of industries
Travel and Aviation
Transport & Logistics
Top 4 components of a modern CCM platform
Customer Communications Management (CCM) was performed with multiple software tools and executed with narrow and short-term goals. All of them had to be sewed together and supported by an in-house IT team already endeavoring to implement and maintain crucial core, CRM and contact center systems.
With our CCM, integrated services are deployed to streamline and improve the entire communications process and equate data from all systems. Compatible, modern, personalized various channel communications are produced with end-to-end governance, perceptibility, and quality assurance. Our CCM solution manages the complete customer communications life cycle as an Enterprise Shared Service.
1. Improve the customer experience
Centralized CCM platforms that empower real-time, cross-channel, interactive communications result in tremendous customer experience. They achieve this in the following ways:
Personalization and channel preference.
Our leading CCM solutions enable you to create deeply personalized, consistent communications across virtually any channel. Further, CCM tools assure that you’re always involving with your customers via the medium of their choice.
Effective visualization abilities facilitate mobile (and web) experiences that allow customers to engage with content using interactive charts, graphs, and sliders.
Consolidation enables a reliable customer experience since designs are created in an agnostic way and pushed to customers via their medium of choice. Constant messaging, just like consistent experiences, builds trust. Trust keeps customers coming back.
A centralized CCM platform enables you to get the right messages to your customers, faster. Additionally, it makes creating a seamless onboarding experience easy with pre-populated digital forms, electronic signature capabilities, and more.
2. Improve efficiency
Business user enablement
Centralized CCM solutions enable business users to create, edit, and manage content, instead of depending on IT to make changes.
Many businesses still have separate teams dedicated to creating communications for print, mobile, email, and web—leading to operational inefficiency, high costs, inconsistency, and increased risk. A centralized CCM infrastructure, however, delivers a better customer experience; and there are efficiency gains thanks to the fact that changes are easily propagated across various touchpoints and channels.
3. Speed digital transformation
Many traditional industries including financial services, insurance, utilities, and government have a complex infrastructure of mission-critical legacy IT technology—old systems that were developed 15 to 20 years ago for print-centric output only. Today, it’s paramount CCM integrates with existing core systems, enabling a seamless cross-channel experience through one easy-to-use interface.
Our CCM solutions enable you to leverage existing templates and data from your core systems to create highly personalized, relevant communications across virtually any channel.
4. Reduce risk
Content managers often treat compliance as a barrier, when a better approach is to find ways to make compliance part of the design and development team by involving them and asking for input throughout the creative process. This is only done through a centralized CCM solution that enables:
A collaborative content development process where compliance, legal, and line-of-business teams are able to share drafts from the beginning of the process, helps reduce internal frustration and speeds time-to-market.
A holistic view
To reduce ‘errors of omission’ compliance teams require a full view of the entire communications package in every form in which that material is going to appear—paper, web pages, mobile applications, and so on. This way, compliance is able to fully review and analyze not only what customers will see, but how they see it.
Compliance personnel require the ability to manage, track, audit, and approve regulatory language quickly and easily. Modern CCM solutions ensure that changes are only made in one location and applied everywhere you choose, and content blocks are locked down to safeguard regulatory language where required.