Customer Communication Management
A Centralized Platform to Deliver Seamless Omnichannel Customer Experience
Overview
With increasing expectations from customers nowadays, and organizations and enterprises, small and large, delivering multichannel experiences at best, Customer Communication Management (CCM) is certainly a game-changer for businesses seeking to deliver exceptional customer experience (CX) through digital transformation. The advantages? Increase competitiveness, enhance customer loyalty and contribute to revenue generation in the long-run.
CCM transforms the way you communicate as a team and with clients and customers. Since 2012, we have partnered with Quadient, a leader in customer connections through digital and physical channels, to successfully deploy end-to-end CCM solutions for B2C clients from the financial services, telecommunication, energy and retail sectors, and so on.
From a single and centralized platform, CCM solutions enable companies to create, manage, and deliver a connected series of personalized, precise and compliant communications across traditional and digital channels. With streamlined customer communications, companies build stronger customer experience while growing brand trust and loyalty.
Features
Thanks to rapid AI migration technology, the migration time and effort to CCM is further reduced. Why? Our simple platform empowers your staff to generate one-to-one interactions or batch messages in minutes with minimal IT support, ensuring effective and consistent communications across all channels.
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Design Create, personalize, manage and publish even the most complicated and regulated communication templates with flexibility |
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Customize Provide basic templates for customization and modification |
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Produce Integrate numerous data sources to produce digital and printed communications on demand or in high-volume batches efficiently |
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Deliver Able to deliver messages using WhatsApp, SMS, and email, etc depending on customers’ preference |
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Monitor Integrate and embed communications into your existing digital platforms. For example, you can view a list of customers’ submitted forms and their responses automatically |
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Hosted managed services Provide customized services for customers to avoid hassles of managing the application or its hosted infrastructure |
The Customer Communication teams and other users can easily manage branding, content design, and real-time personalized modification on a cloud-based central hub, while following the pre-approved regulatory and legal guidelines to ensure that all communications are compliant with company policies.
Photo source: Quadient
All users will be able to access the entire details of customer communications through a single web interface in real-time. By connecting customer journey to customers’ digital and physical touchpoints, such as contracts, emails, audio and video files, etc, users can have complete visibility into customers’ interactions.
Photo source: Quadient
Moreover, by focusing on certain touchpoints or journey maps, users can better understand customers’ behaviors, preference and feelings, while providing instant feedback to content creators and communication professionals within the organizations. The ultimate aim is to achieve business objectives through designing consistent experiences across the entire customer journey.
Photo source: Quadient
Benefits
- Improve customer experience
- Deliver secure, consistent and compliant customer communications
- Optimize company-wide operational efficiencies
- Ride on past investments to build future platforms
- Minimize IT resources and manpower, so that IT department can focus on innovation and core competencies of the main businesses
