Are you in search of a dependable CCM (Customer Communications Management) platform?

3 min readFeb 2, 2024

Technology buyers should envision their future needs in customer communication and consider scalable and innovative solutions. Multiple communication systems, siloed customer data, and changing legal requirements made it challenging. What is needed is a way to control the flow of data across the organization while quickly delivering data when needed and then using that data to improve internal and external communications immediately.

Whether you are looking to consolidate all communications onto one intelligent communications platform or streamline document generation with a tailor-made solution, it is critical that solutions support tomorrow’s known and unknown challenges.

The answer is Automated Customer Communication

Automated customer communication refers to messages (usually emails) that a company’s communication system automatically sends based on customer characteristics or requests. The main goal of CCM is to use automated communications with customers as frequently as possible.

Automated customer communications also include chatbots on your website and virtual assistants who can answer questions over the phone or via text message.

When sending automated messages, your organization’s systems must be able to send personalized messages on demand. Below are some examples of automated and personalised customer communications.

Promotional messages that customers receive immediately after their first purchase.

Promotional messages (with or without incentives) that customers receive if they do not place orders or purchases from your organization during a certain period of time.

A promotional message that offers a new discount to customers who make multiple purchases within a given time period.

Chatbots and virtual assistants can also be an efficient and effective way to support your customers. However, organisations should proceed with caution when using these automation tools. Customers want an easy way to quickly contact a customer service representative when they can’t get a response.

Still, automation technology has important benefits. Improve customer service by facilitating and speeding up the process of responding to customer requests and questions.

Exstream is future-proof — the leading CCM platform

Exstream is OpenText’s CCM platform. The solution addresses the CCM challenges of today’s organizations by giving business users (LOBs) the tools they need to design and modify communications themselves, without costly IT involvement. OpenText’s Exstream is a powerful tool if your organization requires high-volume, interactive, and on-demand omnichannel customer communications across various business roles in a single solution.

Omnichannel Communications at Scale

Exstream furnishes enterprise-grade capabilities with microservices flexibility: omni-channel communication at scale; on-premises, cloud, or hybrid. Exstream leverages the data & content already in the organization to create personalized, engaging communications across customers’ preferred channels, screen sizes, and devices — Exstream scales to meet the needs of any department or complex enterprise environment.

Accelerate upgrades & reduce risk by partnering with Bentech’s experts. Customers with Bentech’s OpenText Professional Services-led upgrades or other implementation projects reported a 75% reduction in inquiries to customer support.

Let our experts work with your in-house teams to assess your current environment and prepare recommendations for a successful upgrade, whether on-premises, in the cloud, or a hybrid environment. To learn more, check out our Services page, or Contact us directly.




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