Reduce complexity with outsourcing strategic digital communications
Given the increasingly complex environment around customer communications, it is not surprising that an increasing number of organizations are choosing to outsource some, or all, of their CCM.
Today, digital communications outsourcing is growing at an 8.9% compound annual growth rate (CAGR) as companies look for ways to access the latest technology while lowering costs and improving security and compliance.
But, while compliance and cost reduction drive outsourcing, there are business processes in CCM that organizations want to retain complete control over by enabling business users to carry out these processes.
For example, your organization may choose to outsource the complexities of multi-channel campaign setup, workflow design, and data integration.
However, internal experts including marketers, content authors, customer service, and operations staff may be interested in some or all of the following:
Manage communications, template, assets, and content
Email Marketing
customers service
Self Service Correspondence
Preparing reports and analyzes
Benefit from a 360-degree view of the customer, including documents, communications, engagement, and activity
When deciding how to tackle complexity, while retaining control of your strategy and execution, as well as maintaining flexibility, you should ask yourself a few key questions about your organization and your CCM strategy.
Considerations when evaluating a partner or modern CCM platform:
1. What do our CCM technologies and processes look like? Do we have a fully documented structure, supplier list and responsible internal party list?
2. What is our CCM improvement plan for the next 3–5 years? Do we have one / should we develop it officially?
3. What are the main challenges of CCM that we face today? Did we ask all stakeholders?
4. What is the least modern component of our CCM system — from a technology and customer experience point of view? What issues does this cause? Can we fix it first/quickly/without managing a major change?
5. Have we discovered any additional cost-saving opportunities through consolidation or outsourcing, but have not moved forward with a project to address them yet?
6. How can we make our communications more flexible (by shortening the time to market for organizational or marketing communications, enabling custom changes if needed, etc.)?
7. What communications does our organization need to produce in a centralized manner and which ones should be in the hands of our business users?
8. Will our business users benefit from content management, personalization, targeting, marketing, customer service, customer profile information, reports, or other capabilities they can access at any time through the self-service portal?
By answering these questions, your organization will come to a clear understanding of the current state and target state of your CCM. You will see if you have enough internal resources to succeed and you are working with an expert partner in CCM who can help you achieve positive business results sooner.
Bentech’s approach to strategic partnership CCM
Over the years we have learned from our clients that a balanced approach to outsourcing and self-service, with the flexibility to solve one challenge at a time, is best suited in an environment where organizations need the ability to change quickly while remaining compliant.
In summary, here’s how Bentech understands the value we bring to a successful CCM partnership:
1. Outsource complexity to Bentech, print, and digital. With our expertise in CCM across digital and print media, Bentech will keep channels connected, eliminating the need to manage different systems and multiple suppliers, so you can focus on growing your core business.
2. Empower your business users to do what they do best. Our industry-focused platform is designed for business users and provides self-service capabilities, where appropriate. Your users will have tools to be agile in response to new revenue opportunities and to improve the customer experience, growing your organization while maintaining the intimacy and personalized service your customers are looking for.
3. Get a helping hand in managing risks as the complexity of CCM and the volume of your communications increase. Bentech maintains the strictest levels of compliance for every highly regulated multi-industry requirement and is audited regularly.
Our platform and infrastructure tick all the boxes for decision-makers who need to manage risk. We are an experienced and reliable partner, backed by the loyalty and trust of thousands of customers.
Are you ready to conquer the complexity of CCM?
We’ll be interested in knowing how your organization deals with complexity and how much control you wish to give your business users or marketing communications, from creation, management, customization, targeting, delivery, and access to reports.
We would be interested to learn how your organization navigates complexity and how much control you would like to give your business users over-regulated or marketing communications, from creation, management, personalization, targeting, to delivery and access to reporting. Visit our website…
Today’s hyper-connected users are using mobile technology to communicate one way or another throughout the day.
If consumer expectations are high now, how will their demands be five years from now?
They identified 12 key customer communication trends to look out for — most of which are owned or influenced by the marketing department:1.Customer experience and digital transformationThese are the links that connect Customer Communication Management (CCM) and Customer Experience Management (CEM), so it is not surprising that they are high on the priority list.
This means more thinking is needed:Consistency of communication (e.g., tone and form and feeling)How it fits in the whole customer journeyHow to conduct more interactionsThe extracted information can be conveyed in easy and good ways2.Bi-Directional CommunicationsTwo-way customer communication is preferred over outbound-only communication.
Partnerships between companiesOptical technology solutions initiated by bank/tech company partnerships allow banks and bank sellers to know all the different information sent by them, from anywhere in their organization.
Whether a bank outsources its document product or makes it at home, it can review current versions of all documents, emails, texts and social media communications.
