What is CCM?

Customer communications management (CCM) is a comprehensive solution designed to give you the tools to design, deploy, and deliver outbound documents to your customers. CCM software tools consolidate conversations from multiple different sources into one centralized place. Whether the communication is print or electronic, it will be tracked and documented within the CCM solution.

Built to improve your brand image and make your customer communications simpler; customer communications management allows you to create a better customer experience while reducing risk, time, and cost associated with communication processes, and increase revenue along the way.

The Benefits of CCM for Your Organization

Improve Customer Relations through Increased Efficiency

In the hyper-connected world we live in, your customers want to hear from you on-demand, in their preferred digital format. Gone are the days of snail mail being the primary form of communication from customer-to-business. You can cut production costs by up to 80% by minimizing manual processing steps and implementing a single, comprehensive solution for all individual and batch customer communications.

With a CCM solution, you can automate and personalize messages to your customers through email or even text and meet your customers where they are: on their phones. Through automated data integration and variables, all of a customers’ personal information will be automatically pulled into the document template with pre-approved content components (i.e. language, logos, and signatures). Business users won’t have to waste any time hunting for information or feeling concerned that they’re not meeting compliance standards before sending. You can generate user-friendly documents with fewer errors and greater brand consistency, no matter the delivery channel.

Send Batch Communications in a Flash

During those especially hectic times of year when a massive amount of customer communications need to be sent at once–like policy renewal time–batch communications are your ticket to stress-free sending. The right CCM solution will allow you to easily scale from individual interactive correspondence to fully composed, high-volume batch generation through adherence to standards, modular architecture, SOA and a “compiled-XML” core.

Reduce Costs & Keep All Stakeholders Connected

Paper-intensive companies can make an easy transition to electronic communication delivery with a CCM software resource. Doing so will greatly reduce costs in several meaningful ways:

• Cut back on preprinted stationary by embedding graphics, logos, addresses, headers, footers, etc. directly into communications.
• Eliminate the need for copying or printing multiple documents unnecessarily. CCM business users can preview a generated form or letter before delivering to a customer.
• Streamline your tech stack–all of your outbound and inbound communications be contained in CCM.
• Integrate with any existing application upstream (e.g., care management and policy administration) and downstream (e.g., archives and post-processing) via comprehensive exits/APIs that auto-populate workflows with data and merge with inputs that are interactively entered during the generation cycle.

It’s not just cost reduction users will enjoy with CCM–there’s a reduced workload burden on the rest of your staff, too. All stakeholders–customers, providers, IT, customer service team members–will remain connected through one comprehensive platform. No more jumping in and out of several different applications to get all of the information you need. It’s all updated and tracked in one place.

Get dynamic communications with Cincom Eloquence.

Empower any business user to create complex, custom documents easily with a familiar interface that supports advanced logic.

• Use if/then logic to insert custom details like member information, compliance paragraphs, and policy-specific content.
• Save time with reusable document components saved in your system, ready to insert with one click.
• Ensure compliance and accuracy with data from all stakeholders and sources integrated in one system.