While the business benefits of adopting a centralized Customer Communications Management (CCM) solution are abundant, discussions about CCM can sometimes be complex. Let’s break it down and keep it simple. Here we’ll highlight four primary ways CCM will improve your business.
- Improve customer experience
Centralized CCM platforms that enable interactive communications across channels in real-time result in a significantly higher customer experience. They achieve this in the following ways:
Customization and channel preference.
Leading CCM solutions enable you to create highly customized and relevant communications across virtually any channel. Furthermore, CCM’s channel preference management tools ensure that you always interact with your customers via the channels of their choice.
interaction
Dynamic visualization capabilities facilitate real-time mobile (and web) experiences that enable customers to interact with content using interactive charts, graphs, and sliders
Consistency
Centralization enables a better customer experience as designs are created in a way that is not channel-dependent and pushed to customers via the channel of their choice. Consistent messages, just like consistent experiences, build trust. Trust keeps customers coming back.
Comfort
A centralized CCM platform allows you to deliver the right messages to your customers faster. Plus, it makes creating a seamless onboarding experience easy with pre-filled digital forms, e-signature capabilities, and more.
2. Improve efficiency
Enable Business User
Centralized CCM solutions allow business users to create, edit and manage content, rather than relying on IT to make changes.
Eliminate administrative and digital silos
Many organizations still have separate teams dedicated to creating connections for print, mobile, email, and web — which leads to operational inefficiencies, higher costs, inconsistencies, and increased risk. However, the centralized infrastructure of CCM provides a better customer experience; And there are efficiency gains thanks to the fact that changes are easily propagated across different touchpoints and channels.
3. Speed digital transformation
The speed of digital transformation Many traditional industries, including financial services, insurance, utilities, and government, have a complex infrastructure of legacy mission-critical IT technology — legacy systems developed 15–20 years ago for print-centric output only. Today, CCM integrates with existing platforms, enabling a seamless cross-channel experience through one easy-to-use interface.
Today, CCM’s leading solutions enable you to leverage existing templates and data from your platforms to create relevant and highly customized communications across virtually any channel.
4.Reduce risk
Content managers often treat compliance as a hindrance, when a better approach is to find ways to make compliance a part of the design and development team by engaging them and asking for input throughout the creative process. This is only done through a centralized CCM solution that enables:
cooperation
A collaborative content development process where compliance, law, and business teams can share drafts from the start of the process, helps reduce internal frustration and speeds up a time to market.
holistic view.
A holistic view.
To reduce ‘errors of omission’, compliance teams require a complete view of the entire communications package in every form in which that material will appear — paper, web pages, mobile applications, etc. This way, Compliance can review and analyze not just what customers will see, but how they see it.
Greater control.
Compliance personnel require the ability to quickly and easily manage, track, review, and approve organizational language. Modern CCM solutions ensure that changes are made in only one place and applied everywhere you choose, and content blocks are secured to protect organizational language when required.
