What to consider when Choosing CCM.docx

1. What to consider when Choosing CCM What to consider when Choosing CCM? ? Does this sound familiar? Your company has collected vast amounts of customer data over the past few years that can be used to create personalized, automated, ongoing customer communications, but you have never used this data? Companies of all sizes have at least one customer relationship management (CRM) software system where they store all this information about their customers. In some cases, a simple Excel spreadsheet can do the job of a CRM system. Unfortunately, most companies communicate with customers regularly through generic, impersonal emails and mail, without using all the useful data to create a stronger connection with customers. This style of communicating with customers mostly results in poor response and customer referrals and does little to drive meaningful customer engagement. Bentech can help you upgrade your OpenText Exstream, StreamServe, Document Presentment, Extended ECM for Content Suite, Content Server, Archive Server, and many more OpenText products. What can be done to solve this problem? Companies can automate scheduled and ad hoc customer communications by implementing modern customer communications management (CCM) software within their software ecosystem. Most CCM solutions require no changes to existing data sources or business systems but allow customization to meet a company's most specific business needs.

2. Customer Communications Man Customer Communications Management Documentation agement Documentation At this point, you might be wondering what types of communications can be managed with CCM. It's every document a company uses to communicate with customers. For example, a company communicates with customers at least once a month when bills or invoices are sent. Some companies send different types of communications that can be used to attract customers and drive sales. Planning to sell? Send a text message with a short notification and a link to your online store. Is there a new product or service that your customers want to know about? Send an email or text message. Want to know what your customers think of your company? Send the spreadsheet. Have a client who would like your company to send them copies of their bills or invoices for the past four months? Yes, send an email or mail. As you probably know by now, in CCM, every type of communication is a document, even if it's an SMS or a personalized message in a customer portal or Messenger. Below you can find the three most common document types that companies regularly send to their clients.

3. Batch file Batch file This type of file is one that companies send out regularly. Batch documents are those that have a specific structure, schedule, and formatting and rarely require any changes. A great customer communications management solution comes with a template management app that allows marketing, legal, or customer service staff to add personalized messages, or run campaigns in the margins of those documents, without making changes to the templates themselves. Templates are automatically merged with information in the database about customers and their service usage, shopping activity, and more. These types of documents are usually bills, invoices, or statements. On On- -demand/ad demand/ad- -hoc documentation hoc documentation Every company has them documents that need to be created on a daily, weekly, or monthly basis that is very similar and don't change over time. Most of these documents have templates, just search, and fill them out. But manually searching for each document template and using a fully editable one is time- consuming and has a high rate of human error. Therefore, companies use smart templates with locked sections and unlocked predefined editable fields that can be easily found through a user-friendly interface. On-demand document production is usually triggered by requests from various incoming channels such as the web, phone, email, social media, etc. On- demand document production can be automated or done manually. I Interactive nteractive file file As you probably already know, interactive documents are created to trigger specific actions by recipients. These documents are not sent to the printer but are sent via email, messenger, or customer portal.

4. Typical examples of interactive documents are offers, contracts, marketing materials, or anything that requires your customers to interact. Interactive documents are becoming a bigger and more important part of customer communication management Features of a Modern CCM Solution Features of a Modern CCM Solution When you choose a CCM software solution - or any other software solution - you are looking for a powerful and intelligent solution designed to solve your company's current problems and needs as well as future needs, such as with Integrability and adaptation of existing software and hardware to emerging technologies and changing customer needs and expectations. There are many solutions on the market. Many of these are marketed as C Customer communication management ustomer communication management solutions, but they don't all work in the same way. Each solution focuses on a specific part of the communication process. Therefore, before you start looking for a specific solution for your specific business needs, you should have a general understanding of all the capabilities of a CCM solution. Therefore, below you will find a short overview of the most common and commonly used technologies for typical CCM solutions that you need to consider when choosing your next customer communications management solution. Data Extraction and Transformation Data Extraction and Transformation - - Raw unstructured data will be extracted from different databases (e.g. ERP, CRM) in different formats and then transformed into the required format. The extraction and transformation process is primarily a rule-based process that is performed automatically in the background.

5. Data Filtering and Processing Data Filtering and Processing - - Receive raw data streams and automatically filter out required information based on applied rules. Document Design with Preview Document Design with Preview - - the stage where you decide what your document will look like. The more flexibility this part provides, the easier it is for the technical team to implement document design ideas from the marketing department. Document Generation Document Generation - Allows the conversion of text-based documents into powerful productivity tools called templates. Production Re Production Reporting production workflow and provides business users with the opportunity to view the status of all jobs from file receipt to delivery. porting – – a user interface that provides visibility into the entire Post Post- -processing processing - - organizes and schedules tasks to be performed after documentation is generated but before delivery. Documents are automatically sorted, packaged, packaged, and labeled to ensure they arrive in the right place, in the right order, and as quickly as possible. Campaign Management Campaign Management – – Adding relevant information, companies can piggyback promotions or even advertise on existing transaction-related documents such as statements, invoices, or bills. User/Customer Portal User/Customer Portal - - An electronic gateway to collections of digital files, services, and information, accessible over the Internet through a web browser. Omni Omni- -Channel Delivery Software Channel Delivery Software – – Allows documents to be delivered to customers in multiple ways according to their specifications. Multi Multi- -data system integration data system integration - - Allows the integration of CCM processes with all other business processes to create a healthy ecosystem. User Access Level Control User Access Level Control - - Manage access levels for users within the CCM portion of business operations. Document Storage/Archive - Send generated documentation to the solution's internal or third-party location for storage or archiving.

6. In summary In summary CCM is becoming a top priority for CIOs working to reduce digital risk management. The smallest misstep in managing outbound communications can have a huge impact on your brand, and customers and losses that can outweigh a few opportunities. If you are not sure what features your future CCM solution should have to meet your short-term needs and long-term digital transformation strategy or to learn how to better engage customers and turn customer experience into your competitive advantage, please contact us contact us today! We are happy to share our more than years of experience in providing efficient CCM solutions to clients in different industries.