Customer Communication Management (CCM) is the essence of connecting with customers. Through personalized, relevant correspondence using omni-channel delivery methods, CCM manages the transactional relationship between a company and its customers, including invoices, statements, notices, letters, and more.
A successful relationship between a business and its customers relies on communications that are expertly crafted, personalized, delivered, stored, and most importantly, accessible and actionable. You may share your message through print & mail, email, SMS text, personalized videos, on your website, or through social media.
A CCM plan is vital in today’s competitive market where differentiation is key. If you’re experiencing any of the following customer communication challenges, it may be time to evaluate your Customer Communications Management strategy:
CCM standards are unique and include:
Businesses require CCM systems to sustain the bulk creation, production, and delivery of all types of high-volume communications, improving automation and efficiency in your customer correspondence.
Below are six key benefits of using a strong CCM platform:
On-the-go customers require the flexibility to receive personalized communications online, by email, or through text. Increasing digital adoption rates reduces the cost of paper and postage and can elevate brand loyalty.
If your organization is still leveraging complex legacy platforms filled with critical data that only caters to print output… it’s time to accelerate your digital transformation strategy. Integrate your legacy system with a robust CCM platform designed to reach your customers using their preferred delivery methods.
58% of consumers are willing to pay more to receive a better customer experience, and adding personalization to your communications is proven to dramatically improve interactions.
The right CCM platform tracks customer preferences including language selections, accessibility needs, and preferred delivery methods to ensure a personalized customer experience.
Take it to the next level with personalized video communications that provide an interactive approach to understanding complex communications, making it easy for customers to engage with your content, answer their most common questions, and reduce call volumes.
What if you could edit your customer communications and reduce delays and costly bottlenecks? Using a centralized self-service CCM tool, team members can customize and manage content with just a few clicks.
You can edit documents, store templates, and replicate changes across your communications, automating them with efficiency and without high programming costs or IT resources.
The right platform can shorten your sales cycle by offering your customers more control features, like fillable forms and interactive documents. An automated data collection workflow eliminates manually gathering important data from clients and speeds up the buying process. Streamlining data collection improves communication between you and your clients while still reducing the sales cycle.
In addition, the right CCM can help you identify where customers are stalling in your sales cycle. Armed with the right information, you can identify developing issues and provide additional guidance.
CCM platforms can not only promote new products and services, but they also help clients understand their interactions with your organization, follow statements and invoices, and pay their bills on time.
Clear calls-to-action improve engagement, resulting in increased response rates and expedited payments. This accelerates the sales and payment cycle while providing an overall positive customer experience.
If you’re in an industry that enforces rigorous compliance standards, like the Mortgage, Finance, Wealth Management, Healthcare, or Insurance industries, a CCM platform is a crucial investment to help meet regulations held both federally and in-state.
Including regulatory disclosures and disclaimers in your communications can help reduce non-compliance risks and potential penalties. Creating a variety of reusable template designs allows for easy replication, and edits made to one version can be easily replicated in the other versions.
How do I know which Customer Communication Management system is right for my organization?
Customers are no longer satisfied only receiving invoices, statements, letters, and notices in their postal mailbox; they want to receive communications electronically via email or text as well. This flexibility in connecting with your customers anytime, anywhere, anyhow, can reduce postage and paper costs, and increase brand loyalty and customer retention. Tailoring your communication delivery strategies to maintain strong B2C relationships is essential.
Omni-channel delivery, a communications strategy implemented by the best CCM leaders, is the ability to connect with customers seamlessly across multiple channels; customers can pick up where they left off in an interaction with your organization no matter which channel they’re using.
Does your organization store customer information in multiple systems, stagnating your ability to create meaningful, individualized content? Integrating with CCM software capable of correlating multi-sourced data to create personalized content keeps customers connected to your brand.
A comprehensive CCM platform prioritizes personalization using customer-specific information, including demographics, buying history, and delivery preferences to provide offers of interest that engage customers.
3. Scalable Document Generation
Generating significant amounts of documents daily isn’t easy or economical without a robust CCM system to expand with growing production demands.
When selecting a CCM tool, verify that it can scale from low- to high-volume document production through self-service options. Save time, effort, and money by ensuring you can create and deploy documents through a streamlined workflow. As your document repository grows, a savvy CCM system will track metrics and provide comprehensive reporting with easy access.
Optimizing your document designs with personalized messaging is a sure-fire way to delight your customers and increase engagement.
Interactive invoices and statements, for example, are easy for your customers to understand and act on. Clickable document features also provide data that is recorded in your CCM system to analyze customer engagement and provide tailored marketing messages.
These interactive digital documents are channel-neutral, meaning they can be viewed seamlessly on all your customer’s devices. An effective CCM platform will ensure documents are designed for each delivery option, using USPS specs for mail, ISP criteria for email, and telecom standards for SMS text.
User-friendly self-service options can make you and your team the masters of your CCM platform. Team members can quickly collaborate to compose, proof, approve, and test sensitive documents, helping ensure compliance and speeding time-to-market. Structured approval workflows and version control tracking help your organization create high-quality, compliant communications.
Take the guesswork out of CCM: adding real-time visibility to your communications program will always keep you informed at every step of the process. Total production transparency and up-to-date delivery tracking is essential for attentive businesses, and an innovative CCM system makes it simple. Custom messaging, production progress, delivery status, document archives, and detailed reporting are all right at your fingertips.
It’s time to find the right Customer Communications Management platform for your organization—and we can help! Venture Solutions offers expertise in comprehensive CCM to drive digital transformation through omni-channel delivery, with a focus on personalization, automation, and customer experience.
Our CCM solutions include:
Let’s collaborate! Contact Venture Solutions today to take control of your customer communications.
