Powered by customer communications management software, CCM solutions enable companies to transform transactional communications into a strategic platform for delivering better customer and employee experiences, operational efficiencies and bottom-line results.
These secure cloud systems are driving a quiet revolution in how, what, when, where and why companies develop and distribute billing statements, letters and other critical communications. Until a few years ago, many companies spent weeks coordinating the billing and IT departments and the printing vendor to develop letters or bills, transmit them to the printer, receive document proofs from the printer, approve them and send them back for printing and mailing.
Omnichannel CCM solutions, on the other hand, move at the speed of business. They give companies unprecedented control and agility to create, update and distribute print and mail communications in minutes. Even better, companies can develop and deliver email and text communications from the same scalable system.
The robust capabilities of customer communications management software in a single cloud platform streamline operations. Consolidating communications on one platform reduces the complexity of managing and maintaining multiple software licenses, integrations, and vendors for each communications channel. The systems also accelerate automation and digital transformation of billing and other customer communications processes.
CCM solutions empower companies to design and execute more strategic, ambitious and effective communications programs. By catering to customer communications preferences, companies can increase engagement and desired outcomes, from paying a bill to reserving a vacation stay to applying for refinancing.
CCM solutions deliver
It’s no longer about simply putting bills in the mail. It’s about breaking through the noise of daily life and other bills that are competing for customer attention. That’s where the power of CCM platforms shines, driving these 5 key benefits:
1. Increased customer satisfaction
Experience is everything. Salesforce’s State of the Connected Customer research found that 80% of customers now consider the experience a company provides to be as important as its products and services.
Today’s customer expects customized interactions and connected experiences across digital channels. According to Adobe’s 2024 Digital Trends Report, 80% of customers say consistent and seamless interactions across different online channels are “important” or “critical” to meeting their customer experience expectations.
CCM solutions are key to meeting those expectations. Their omnichannel communications capabilities – print, email, SMS, web – ensure critical information reaches customers quickly. They can produce clear, relevant and efficient communications that increase response rates, foster trust, and prompt payment.
They also make it possible to satisfy preferences. More than half (55%) of consumers in North America prefer to receive only digital communications, according to 2024 research from Aspire. Even as the popularity of electronic delivery is rising across all age demographics, many consumers still want traditional mail. Some want both.
The right CCM solutions allow companies to maintain consistent branding and messaging across channels. It requires CCM software that supports a range of display sizes and formats due to the number of different kinds of mobile devices on the market.
2. Greater employee satisfaction and productivity
The customizable document templates, drag-and-drop interfaces, shared content libraries and dynamic content insertion features of CCM software let business users produce high-quality communications faster and more efficiently than using spreadsheets or engaging multiple vendors in document creation and distribution. And they don’t have to rely on IT support. A single user interface makes it fast and easy for business users: They simply upload a single data file, and the platform dynamically merges all elements to personalize each communication.
The best CCM solutions are compatible with a company’s legacy technology and core systems, such as those for CRM and accounting. They also are data agnostic, assimilating any data file type and format and use modern secure technology for exchanging information, such as APIs and secure file transfer protocol (SFTP) for batch file transmission.
Technology and operational siloes become obsolete. Even in a fully remote work organization, with these solutions, team members from finance, compliance, marketing and legal can work collaboratively, ensuring information flows between departments for managing document changes, reviews and approvals as well as track and report on production and distribution.
With this level of control, business users can identify potential issues early on and make necessary adjustments. By automating manual and repetitive tasks with streamlined, digital workflows, CCM software saves valuable time and resources and frees staff to work on other priority projects.
3. Reduced friction
Customers are looking for fast, easy, convenient and seamless interactions. Businesses can deliver on that preference by integrating CCM and payments systems. Leveraging this integration with omnichannel touchpoints, such as texting due-date reminders with a link to a secure payment portal or delivering e-statements into digital wallets, minimizes the steps between billing and payments, increasing on-time payments.
Other CCM enhancements that remove barriers could include:
- Artificial intelligence and machine learning (AI/ML) that generates highly targeted offers
- Voice command capabilities and virtual support assistants/chatbots, decreasing the need for call center support.
4. Enhanced compliance
Staying compliant with complex industry regulations is crucial. Advanced CCM software allows authorized business users to update compliance language in a central location, secure the copy block in the content library to prevent unauthorized changes and then apply it to affected documents with a few clicks.
Automating document generation and approval processes helps reduce the risk of errors and ensures that communications adhere to legal standards. Modifications and distribution in accordance with government regulations and industry standards are trackable for ongoing reporting and audits.
5. Increased data security
Companies can lower the risk that comes from sharing customer information with multiple vendors and the access, storage and transmission of data by embracing a single omnichannel CCM platform. Of course, CCM technology providers must adhere to applicable privacy and security laws and regulations. That means systems, processes and production facilities provide a secure business environment that is HIPAA-compliant for healthcare communications and includes SOC 2 Type II certification.
CCM solutions transform
By leveling up to an advanced CCM platform, companies can manage the entire cycle of consumer communications and payments from a single platform, streamline and automate operations and transform transactional interactions into exceptional customer experiences. With much greater latitude to deliver more customer-centric experiences through communications, businesses can increase engagement, satisfaction, payments, and ultimately, loyalty and repeat business.
To learn more about how your company can benefit from a complete customer communications management solution, please get in touch with us.
