5 Signs of CCM Supplier May Not Be Ready for Your Future

Benevolence Technologies
2 min readSep 19, 2023

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Let’s See about customer communication in the experience age. Expectations are higher than ever, and CX leaders are always raising the bar. How easy is it to design and maintain communication templates? Who can edit the template and how easy is it to make changes? How interactive is the communication? How personal is it? Can communications be delivered on channels of choice (including emerging channels) — WhatsApp, RCS, SMS, email, etc.? Is it possible to add dynamic content while ensuring the latest approved version?

These are important questions to consider when evaluating your current communication experience as well as your future strategic goals. Does your CCM provider have the ability to keep you raising the bar? Here are some things to keep in mind:

1. End of life

Has your vendor communicated that it will move your CCM solution to end-of-life, enforcing a mandatory migration path? When such drastic changes occur, it is best to review existing processes for improvement and innovation.

2. Performance

Is your CCM provider struggling to export high volumes of traffic? Are teams working on synchronous communications facing delays or lag issues? If so, there may be an opportunity to reduce time-to-market when launching new products and communications significantly.

3. Cloud

To support digital transformation, suppliers must develop strategies that support modernization. Does the provider have a cloud-native architecture for microservices? Does your provider enable you to run anywhere and scale globally in your preferred location (public cloud, hybrid cloud, or off-cloud)?

4. Compliance

Is it a challenge to adapt to new requirements and business needs? Is your communication keeping up with the changing needs and tastes of your customers? It’s important to ensure that your customers’ communication preferences are maintained and that your business can quickly adapt to new industry regulations.

5. Lack of a CXM roadmap

Customers want to drive the digital conversation. The market is changing — from CCM to Customer Experience Management (CXM). It brings a new engagement model and a better, more personalized customer experience. Are your suppliers also on the journey from CCM to CXM? Is there the ability to provide migration from CCM to CXM?

Benevolence Technologies is helping many organizations adopt a modern journey-centric approach. Bentech can provide you with the expertise needed to help you quickly see positive results.

In a dialogue with Bentech, you get suggestions for solutions designed according to your specific goals using industry-leading tools. If you would like more information, we are always available for a chat about your challenge. Contact us at info@thebentech.com or +91 9502026622.

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Benevolence Technologies
Benevolence Technologies

Written by Benevolence Technologies

BENEVOLENCE TECHNOLOGIES is a leader in Enterprise Information on Management (EIM) products services. Our EIM products enable businesses to grow faster.

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