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Customer Communications Management
Personalized Customer Communications For Better Engagement
In today’s technically advanced, fast-paced and even mobile work environments, there are many businesses who are still using the traditional way of customer engagement through printed documents and statements. Many times, the importance of upgrading the existing method of communication is being overlooked as expediency and convenience take precedence over improved customer experience as well as time and cost savings for the organization.
In reality, very few organizations stop to consider the ongoing expense associated with ineffective customer communication methods such as physical letters and statements and the underlying impact on the company’s brand image. However, leading analysts estimate that businesses spend between 1-3 percent of their revenues on managing physical document output for customer communication. If examined carefully, the existing inefficient and unmanaged output processes can represent a a large untapped source of financial savings.
InfoConnect Customer Communications Management (CCM) solution focuses on improving the customer experience through personalization and automation of customer communications. Both business-to-business (B2B) and business-to-consumer (B2C) organizations can benefit from our CCM solutions ability to design and deliver critical business communications that are highly targeted and personalized to drive profitable customer engagement. How is it done? Our CCM solution allows the creation of personalized documents which will then be delivered to the customer, management or other stakeholders in a variety of digital channels (e.g. email, portals) in place of printing. From 1-to-1 contact to high volume distribution, InfoConnect CCM solutions aims to create better customer engagement with simplified and automated document-related business processes while pushing the organization further towards achieving a paperless environment.
Digital alternative to printed statements:
Automate report distribution to important stakeholders:
Do You Know?
Why you need CCM?
Digital channel to suit modern customers
Today, more than 50% of consumers expect to be contacted via digital channels such as email, social media, web-link or phone/SMS/Whatsapp. The implementation of modern channel of communications brings significant benefits for customer satisfaction and loyalty.
Gain visibility & control
One of the difficulties in adopting traditional communication methods is keeping track of what was sent to whom, when and how. CCM provide a straightforward, consolidated view and record of all communication channels.
Promote Compliance
On top of audit trails, local authorities are gradually calling on organizations to adopt electronic delivery of documents for better security and confidentiality. CCM software makes it easier to abide by the relevant rules, regulations and standards.
Cost savings
With productivity enhancements comes significant cost savings. These come not just from increased efficiency, but also from the substitution of printed communications with digital outputs. Further cost savings come from a reduction in costly errors associated with manual processes and improved data accuracy.
Optimal allocation of resources
Organizations with multiple branch offices don't have to arrange mailing for dispatch of reports and correspondence and put up with slower and less productive delivery process. With CCM software, all documents can be processed and accessed centrally.
Digitize your business
Digitization should be the No. 1 priority for businesses today. However, many business owners admit that their processes are still largely, or entirely, paper based. This is bad for them and their customers. Businesses should instead invest in customer communication software that supports your transition from printed to digital communications seamlessly and at a pace that suits you and your customers.
Complete audit trails for proof of delivery
Instead of relying on a third party's confirmation, CCM provides an audit trail of communication activity so that you can validate the delivery was successful. The outcome? Better customer service and faster dispute resolution.
Personalisation of customer communications
Personalising transactional and marketing communications helps to increase response rates and build stronger customer relationships. Automating insertions eliminates human error and ensures that each person receives the documents they are meant to. This is particularly beneficial for organisations that handle sensitive customer data, especially those in healthcare, social services, education and financial services to avoid data security breach.
Boost productivity
The use of CCM can significantly increase staff productivity by automating almost every aspect of the customer communications process.
Maintain a consistent corporate identity
The document design features included in many CCM solutions let you standardize the creation of transactional and marketing communications for a more professional corporate image.
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