Customer Communication Management (CCM) is an aspect that is often overlooked but yet strategic in any good business operation, the semantic evolution of traditional desktop publishing.
The right information, at the right time, for the right person and through the right channel: this is the promise that our modern and customizable desktop publishing solutions will help you keep.
What is customer communication management (CCM)?
- Simplification and personalization
- Productivity
- Compliance
- Customer satisfaction
To best satisfy your customers, retain them and create new ones, your customer communication must be flawless: up-to-date, contextualized information delivered through the most appropriate channel.
To do this, the use of a Customer Communications Management (CCM) platform is necessary. This platform should have a few key functions:
- Make information systems interconnected to allow data to be updated in real time and thus deliver quality information.
- Contextualize the message and adapt to it
- Allow the required documents to be properly formatted and ensure compliance if certain formats require it
- Adapting the document format to omnichannel
- Distribute this document on a variety of channels, both physically and digitally.
- Improve your business performance
Such a tool ensures you perfect control of your documentary production (creation of compliant documents from structured and/or unstructured data) and the resulting distribution.
This solution is effective and meets all business issues: accounting, human resources, finance, legal or even sales...
In other words: you need it.
Customer communication management platform: For what needs?
A CCM platform is a versatile tool that meets all the problems associated with documentary production. This solution is the natural evolution of desktop publishing as we understand it, in an omnichannel distribution strategy.
CCM adapts to all types of sectors of activity, all sizes of structures and all needs in terms of documentary creation.
- Collect data strategic aspects of your business
- Enrich your data : interconnectivity between the various information systems
- Put in shape this data to produce a document
- Broadcast these documents via the appropriate channel
Collect your company's strategic data
Is your organization based on a wide range of information systems (ERP, CMS, CMS, CRM, WMS...) and all your data is scattered there? To retrieve this information and allow the production of a complete and personalized document, interoperability between these various systems is necessary. The collection of this data, if poorly managed, can cause errors and/or omissions in the creation of the final document and thus generate incidents in the proper functioning of your business or the dissatisfaction of your customers. It is therefore essential that you pay particular attention to it.
With a customer communication management solution, you collect all of your company's information and centralize the resources necessary for the composition of your documents thanks to the automatic integration of data flows. This data collection and the establishment of these flows are the starting point for all documentary production.
The advantages are multiple:
- Centralization of information
- Reliability of information
- Reduction in the risk of errors
- Time saver
Enrich your strategic business data
After collecting your business data, it must be enriched in order to obtain a complete document that accurately meets your customer communication needs. Enriching your company's strategic data means having the opportunity to personalize your documents as much as possible. However, personalization is a key point in managing customer communication.
The right information for the right person: the basis for customer satisfaction.
This solution, which has the same advantages here as an ETL (Extract, Transform, Load), allows optimal exploitation of data through data enrichment. So we have:
- Up-to-date information
- contextualized information
- Completed information
Format your data to produce THE document
There are as many documents as there are business needs and each must respond to the other effectively.
Do you need labels, statements, interactive mail or even invoices? Anything is possible if you have the right tool. The formatting of the data collected makes it possible to create THE appropriate document, which will provide the necessary information to your customer.
Good management of customer communication guarantees documents that are up to date and in accordance with the required format.
Indeed, flexibility in the format of the documents generated is essential in order to meet the requirements of customer needs and for some formats, the legal aspect of the documents must be respected. A constant monitoring of the various practices must then be put in place: this is what our scalable and proactive CCM solutions offer.
- A personalization of your documents endlessly
- Guarantee The right information in the right format
- Guarantee Of compliance
Distribute your corporate documents
What is the value of information that does not reach its target audience? Within the company as in relationships with your customers, nothing or almost nothing! However, good customer communication management requires ensuring the distribution of the right information through the right channel, at the right time and to the right person.
How can you be sure of it? This is precisely the role that a CCM tool should fulfill! Communicate well with your customers to satisfy your customers well, retain them and reach new ones. This involves the multiplicity of distribution channels and the adaptation to the problems of each. The establishment of partnerships and development making documentary distribution easy. Whether for classic printing, email, electronic archiving or even EDM storage, everything is possible with a good CCM solution.
An effective customer communication management system will guarantee you the following 5 elements at the end of the documentary production process:
- Good information
- Good document format
- Good person
- Good broadcast channel
- Good time
enough to facilitate Client/Business communication and generate satisfaction.
What benefits can you expect from customer communication management software?
A CCM platform is the spearhead of customer satisfaction: the possibility of creating professional and engaging communications that can thus retain your customers and prospect for new ones.
However, a document is a living element of the company. It must be able to be enriched, disseminated and shared as easily as it must be secured. The availability of the document in real time is an essential factor in increasing the competitiveness and responsiveness of the company.
- Become more efficient
- Increase in productivity
- Satisfy your customers
- Reduce The risks
Become more efficient
The use of a CCM platform offers all of your employees intuitive and ergonomic interfaces to communicate best with your customers. reducing information loss and errors.
Information available to create documents adapted to customer needs: working comfort for optimal customer satisfaction.
Increase productivity
The creation of documents, both for external and internal use within a company, is a complex and time-consuming operation. It is therefore necessary to use efficient technological solutions for those who want to increase productivity. Indeed, a CCM platform allows your teams to have easy access to information and therefore, to increase their responsiveness in responding to customer needs.
Customer communication management makes it possible to quickly process large volumes of information and thus to support larger documentary productions. Generating a document, regardless of its format and distribution channel, in record time, then becomes child's play.
Not to mention that this speed in access to information frees up working time for your employees: time that can be reused in value-added tasks.
Responsiveness, speed, time savings... Advantages that increase productivity.
Satisfying your customers
CCM solutions are a real support to the marketing department in their prospecting and customer loyalty strategies. And it is on this last strategy that desktop publishing is placed as a cornerstone. Indeed, retaining customers costs 6 times less than acquiring new customers: it is therefore necessary to satisfy them as best as possible in order to keep them. And what could be better than addressing your customers through the right channel with the right information in a timely manner?
In addition, this information can be modified and customized endlessly according to the defined targets and therefore have a significant positive impact on your customers.
CCM, the essential point in an omnichannel communication strategy.
Reducing the risks of poor communication
Using a CCM solution means guaranteeing security in the processing of information thanks to the automatic integration of data flows. We then have updated, contextualized and formatted information according to the prerequisites of the omnichannel communication strategy previously defined. An effective customer communication management solution makes it possible to avoid any errors or omissions during the production of your documents and thus, to avoid any dissatisfaction of your customers. In addition, the dissemination of bad information can cause more than notable dysfunctions within the company, a loss of time and therefore productivity but also, depending on the error, a loss of money.
It is therefore essential to be able to count on a reliable and secure CCM solution for your business.
The essential functional building blocks of CCM
Customer communication management software includes a number of essential functional modules that complement each other, for documentary production and optimized information distribution.
Our CCM solutions are then divided as follows:
- Structured or unstructured data collection
- Data Enrichment (ETL-like functionality)
- Formatting documents
- Production according to pre-established and required formats