Madrid, Jul 19, 2023 – Customer Communications Management (CCM) software is a technology solution that allows managing all inbound and outbound communications from a single platform. This provides a true omnichannel experience that strengthens loyalty with existing customers and attracts new ones, while boosting business profitability.
CCM software has undergone a substantial evolution in recent years and has brought numerous benefits to companies. Let’s look at some examples of these benefits, trends, and evolution of CCM software.
Benefits of Customer Communications Management software
Customization
CCM software helps personalize customer communications, which creates more relevant and engaging experiences. Content, design, and delivery channels can be tailored to each customer’s preferences to improve customer satisfaction and loyalty.
Automation
CCM solutions automate the process of creating, managing, and delivering communications, thus saving time and resources. Customized messages can be automatically generated and sent at different stages of the customer journey to streamline interactions and reduce manual workload.
Brand consistency
CCM tools ensure brand consistency across customer communications. They allow maintaining a consistent design and tone across channels, which reinforces brand identity and builds customer trust.
Regulatory compliance
With Customer Communications Management software, companies can ensure that their communications comply with regulatory requirements. It helps generate documents and messages that comply with industry-specific regulations, which reduces risks and avoids potential penalties.
More customer communication channels
Customers interact with companies through various channels and even start an inquiry or procedure through one channel and continue or finish it through another.
One of the main benefits offered by CCM software is that it allows companies to engage with their customers through an omnichannel approach, for example, through push notifications to mobile applications, text messages and WhatsApp, emails, or social media.
Increased quality control
The basic premise should always be to maintain the highest quality communications with customers. In addition, having a centralized repository avoids duplication or loss of information caused by data silos. This type of system makes it possible to quickly conduct rigorous controls of the information sent to customers, thus eliminating possible errors.
More and better notifications
CCM solutions also allow mass but segmented mailings. Thanks to the transactional recording of customer actions, personalized messages are generated according to customer preferences.
Examples of Customer Communications Managementsoftware
Document management solutions: they help create and manage customized documents, such as invoices, statements, contracts, and notifications.
Digital marketing platforms: some offer CCM capabilities and allow creating and delivering customized messages through different channels, such as email, SMS, and social media.
Customer relationship management (CRM) systems: CRM solutions can also include CCM features that help manage and personalize customer communications.
Evolution of CCM software
As technology advances, we will witness new innovations and improvements in the way companies communicate with their customers. The future is promising, but we can already see significant advances today.
Online transactional communications
The new CCM solutions enable two-way transaction processing and the generation and delivery of online communications across channels.
Horizontal scaling and quality control
The most advanced CCM tools have a native architecture that allows for horizontal scaling, enabling them to adapt to usage needs as the company grows.
In addition, before sending documents to individual customers or in batches, CCM software performs a data quality check on all of them. This prevents the sending of incorrect information and cross-referencing of customer data, achieving in this way more accurate communications.
Sampling and pre-approval of batches
Sending batch communications requires a thorough review to avoid errors. For this reason, the most sophisticated CCM versions allow for a previous check to be performed before sending documents to end customers.
The advantage of this functionality is that one or more individuals perform a “physical” supervision of a representative sample of the notification and must give their approval before final submission.
Templates
A template is the basic format of a given communication. It can be in text or have a defined graphic format, depending on the channel in which it is to be used.
One of the great advantages of templates is that they can contain references to variable data, which enables total or partial customization of each communication. Another important benefit is that each template has a version history, where all the modifications that have been made are recorded.
Advanced reporting
This is a fabulous functionality of CCM solutions that allows generating queries and reports on customers, subscriptions and deliveries registered in the database. In the case of subscriptions, it is possible to use filters by product, status (active/inactive) or deployment data. In the case of customers, filters can be set by date of birth and gender.
There are two types of reports on deliveries made:
- Online reports allow operational tracking of the status of deliveries by batch or product
- Historical reports help analyze deliveries within a specific date range to obtain metrics
Trends in Customer Communications Managementsoftware
Omnichannel
Customers expect a consistent and seamless experience across communication channels. CCM software is adapting to this trend and offers capabilities to create and deliver personalized messages across multiple channels, such as social media, mobile apps, and live chat.
Smart automation
Artificial intelligence and machine learning are innovations that are already being applied to more advanced CCM solutions to improve the customization and automation of communications. These technologies make the analysis of customer data and the generation of relevant and timely messages possible.
Data-driven customer experience
CCM solutions are increasingly integrated with other data sources, such as transactional, behavioral, and social media data, to provide customers with a more contextualized and personalized experience.
Regulatory compliance and security
As a result of increasing data protection requirements, Customer Communications Management software is incorporating advanced compliance and security features to ensure that communications are compliant and customer data is protected.
As can be seen, the impact of implementing this type of software is significant, since it:
- Provides customers with an excellent experience
- Helps retain existing customers and attract new ones
- Provides valuable information for decision making
- Increases the company’s profitability
It is clear that it is worth implementing advanced Customer Communications Management solutions, but is it complex? The answer is no, as long as companies rely on an experienced team to provide a comprehensive service that covers the process from start to finish and allows the implementation to be completed in record time.
About DocPath
DocPath is a leading enterprise document software company that offers its international customers the technology that allows them to complement their ERP and implement advanced Document Output Management, Customer Communications Management and document software pooling processes.
Founded in 1993, DocPath is based in Europe, USA and Latin America and is present with its Solutions in companies around the world. Among its customers there are prestigious banks and top-tier corporations, facilitating the difficult and complex task of designing, generating and distributing their business-critical documents. DocPath keeps a strong commitment to R+D+i, an area to which it allocates a large part of its revenues, and in which lies one of the keys to its success.
For more information, visit: www.docpath.com.
Legal Notice: DocPath is a registered trademark of DocPath Document Solutions. All rights reserved. Other trademarks mentioned herein might be the property of their respective owners.