Modernizing Customer Communications Management in the Cloud-1
What is Customer Communication Management?
Customer Communication Management is a type of business strategy that focuses on controlling and managing customer communications across a variety of channels. This strategy is used to improve the creation, delivery, storage, and retrieval of outbound customer communications.
In every business, customer communication is the key to success. Getting it right increases revenue and increases customer engagement. Customer communication is also an important way for organizations to retain customers and receive payments.
So it should come as no surprise that Customer Communications Management (CCM) has once again become a great opportunity to be operational. Readers may recall the sunrise of CCM decades ago when the concern was transferring customer communication data from the legacy mainframe to the desktop Windows environment. CCM provided a way to modernize these operations.
Now, increasing regulatory demands, supporting mobile and digital channels, and managing recipient delivery preferences is changing the landscape of customer communications. Physical mail is often not well integrated with digital communication, so there is a growing need to combine digital and physical CCM.
Modernize CCM by taking advantage of the cloud.
To address these challenges, solutions are needed to help businesses handle all components of the physical and digital customer communication process more efficiently. The drive for modernizing CCM depends on some important inventions.
CCM is provided as a cloud service. Cloud-based means you don’t have to make huge investments. Instead, you use only what you use. Putting CCM in the cloud gives you centralized control, agility to stay up-to-date with changes in technology, and flexibility to meet different customer communication needs. And an enterprise-wide CCM cloud service can help better manage client communications in a rapidly distributed office and agile work environment.
CCM incorporates document management enrichment technology to make communication more efficient. The challenge is to modernize the documents created in the inheritance system.
Powerful document enrichment tools that easily enable changes to fully compiled documents are becoming available through the cloud in a way that is easy to use and very affordable. Organizations of all sizes can now access and use these powerful tools to increase document value, reduce customer support costs, and increase document value for faster payments.
CCM Cloud is enabling innovation through the addition of new services such as personal and interactive videos to further personalize customer communications, reduce costs and advance cross-selling.
Take advantage of cloud services to modernize CCM
Step 1: Modernize the creation. The challenge here is aging document templates and conflicting branding that are hard to change. Poorly designed statements confuse customers who then call for help, resulting in late payments and wasted time and money spent on customer support.
A good CCM solution can modernize documents by adding colors, simplifying design, and combining branding. The technology that enhances print streams in the cloud makes it all easier — statements make more sense, call volume down, and users pay faster.
Step 2: Update management. In business, different people often print in different places on different devices, while using different letterheads, envelopes, and processes for the same type of documents! Businesses often find it difficult to manage all their equipment and supplies, keep a lid on costs, and maintain brand quality. And customers are increasingly dissatisfied with customers’ conflicting experiences and manual handling errors.
