CCM : Customer Communication Management
From desktop publishing to CCM…
In a B2C context, where the quality of the relationship with the end customer has become a major factor in building loyalty and winning new customers, the document is an essential link between the company and its customers, or between an organization and its users.
Whether in paper or digital format, its form and content must guarantee a high-quality, personalized, interactive and innovative customer experience.
Customer communication management is a strategic issue for companies.
CCM: CUSTOMER COMMUNICATION MANAGEMENT
For the record, CCM can also stand for Customer Communications (with an “s”) Management. But with or without the “s” in “communication(s)”, the concept remains exactly the same.
A CCM solution implements a repository of document resources which centralizes and standardizes the company’s document templates: customer relations letters, notification letters, invoices, contribution calls, subscription management, loan offer or insurance contracts, claims declarations, periodic statements, annual reports, etc.
A CCM solution provides end-customers with personalized information at the right time, for the right use and on the right medium.
It guarantees simple, controlled management of this communication, whatever the distribution channel or production context (mass, transactional or interactive publishing).
THE EXPECTED BENEFITS OF A CCM SOLUTION
- Build loyalty and win new customers by creating an innovative, personalized relationship.
- You optimize the image conveyed by your company.
- You establish an end-to-end interactive dialogue with your customers, who are at the heart of your communications.
- Improve the responsiveness of your communications and the time-to-market of your products by reducing document and message update times. Thanks to agile design, your business users can intervene directly in the document process, in collaboration with your desktop publishing and IT departments.
- Standardize and optimize your application architecture by deploying a cross-functional communication management solution integrated with your business applications, CRM tools and mass production lines.
- Reduce the cost of regulatory compliance for contractual documents, and control risks thanks to a centralized document repository.
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Text transcription of the video
Managing communication with your customers is at the heart of your challenges. Giving them access to up-to-date information, at all times, and on all the media at their disposal is the imperative to achieve… information that is relevant and personalized for each individual, making the most of today’s innovations. You and your customers are the actors in the dialogue.
But, in reality, do your communication processes really enable you to meet these challenges in an efficient and cost-effective way?
Depending on the channel, the messages addressed to your customers are managed by different processes and teams, and cannot be modified or adapted in an agile way. Your business teams, for example, who have a privileged relationship with your customers, don’t have the autonomy to write or modify the message in a contextualized way, and so lose the benefit of this proximity.
What’s more, you generate personalized one-way messages, without integrating the ability to establish a genuine exchange with your customers. This poorly controlled multi-channel communication not only generates costs, but above all the quality of your customer’s experience falls short of your expectations.
The Business Document Unity platform lets you reinvent the way you manage customer communications. You generate a cross-media message available for all communication channels, adopting the codes and constraints of each channel. You improve your customers’ experience by communicating with them according to their habits.
Your messages are clear, responsive and more impactful. Your communication is managed in an agile, unified way, and your business teams can take direct control of message modification, freeing up your IT teams for optimization, supervision and production analysis tasks.
With Business Document Unity, you truly place your customers at the heart of your communication strategy, interacting with them through your applications or in direct contact via mobile and tactile interfaces. Your document production processes are transformed to take account of the new challenges posed by digital transformation.
Connected objects, robotized processes, primitive behaviors – Bdoc Suite is a CCM (Customer Communication Management) solution that is already preparing for the challenges of the future. And because tomorrow is already here, Business Document Unity’s close relationship with its customers makes it a unique partner to help you prepare and anticipate the future, and gain a decisive competitive edge.
Find out more about our CCM solution integrated with Nexpublica’s Business Document Unity platform.