Things to Consider Before Picking a Customer Communication Management Platform

3 min readMar 14, 2024

This is a pertinent question today, especially with changing demographics and digital local consumers who expect businesses to interact with them across all channels. So, if you still rely on your old customer communication management system, now is the time to digitize it.

Benefits of Modernizing Your Customer Communication Management Platform:

Providing a 360-degree view of the consumer communication life cycle

By tracking the delivery of communications across different channels, an ideal CCM platform gives you a comprehensive view of customer interactions through reports and dashboards. It helps you understand how your customer interacts with your communications, which allows you to design personalized promotional offers, improve cross-sell and up-sell opportunities, and Help to increase revenue.

Providing Omni Channel experience

Pursuing customer centralization is a foolproof way to stay ahead of the competition. And for that, you need to ensure a flowing experience for users on all channels. Even if a user changes the communication channel during the transaction, you should still be able to continue the process/conversation without any problems. An ideal CCM platform provides consistency in the user experience across all channels, such as phone calls, email, SMS, chat, or social media.

Get to know your customers better

An ideal CCM helps your executives by consolidating past customer interactions across different channels. You get to know your customers by their names and understand their preferences, and purchase history, which can help improve customer interaction and lifetime value. CCM also helps provide personalized communication by organizing variable data and information into organized templates. Sending birthday and birthday e-cards can improve your customer engagement.

Use of the latest technologies

Efficient CCM leverages advanced technology such as artificial intelligence, machine learning, and digital sensing to track your customer interactions at different touch points. This can help you prioritize automated routes and cases based on your immediate, need, and resource skill set.

Flexible and wide template design

Ideal CCM platforms have built-in, easy-to-use, drag-and-drop tools, enabling you to design communications components for consistency, compliance, and standardization. Extensive template management capabilities facilitate protection, collaboration, and content sharing.

Automatic communication generation

An ideal CCM can produce a variety of communications according to needs. It can be in-between, on-demand communication, and interactive. Batch generation enables large-scale structured, scheduled, and continuous communication. On-demand generation provides real-time communications with stimuli from enterprise business applications. Interactive generation adds a human touch to communication by organizing variable data and content into organized templates.

Creating documents faster

Minimal coding simplifies the document preparation process, reducing processing time. An efficient CCM platform also helps reduce errors in communication with controlled and authorized editing rights.

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