Customer Communications Management
Turn costs into competitive advantage by providing exceptional customer experience over outbound communication channels and modernizing customer communications systems with digital channel capabilities.
Evolution of customer communication management
Welcome packets, forms, correspondence and statements have always been an important way for organizations to interact with their customers. Over the past ten years, nearly all financial institutions and other industries have invested in customer communications management (CCM) systems to better manage these interactions with their customers. With the advent of newer communication channels, organizations are finding it difficult to support increasingly digital customers and provide a true multi-channel customer journey by using existing CCM platforms.
Organizations need a CCM capability that does more than get work done faster—it needs to adapt to, scale, and change rapidly to meet the demand of the digital customer. Organizations need communications that conform to multiple channels from a common source and content that adapts to the customer context. This requires industrializing customer communications management to efficiently operate at scale while keeping pace with business needs and regulatory changes. And at the same the time, customer’s privacy must be maintained.
Unlock the full potential of customer communications management
DC helps build successful customer communication programs that serve as a foundation for an effective customer engagement strategy. We help companies across banking, capital markets, insurance, healthcare, and utilities reinvent their customer communications capabilities into a scalable and industrialized set of operations eliminating legacy systems. As a result, organizations can establish an enterprise-wide outbound communication foundation. We work with our clients to unlock the full potential of customer communications across all channels providing for integrated up-selling and cross-communication that increase wallet share and customer retention.
Spanning both inbound and outbound communications, we can help our clients with:
Assessment and mobilization – Customer communication needs assessment, strategy development, vendor evaluations, template design and rationalizations, usability analysis, communications inventory analysis, and capability roadmaps
Documents and forms solutions – Implement or extend imaging, document management, and customer communications management packages
Implementation and migration – Build and maintain inbound/outbound communication systems, legacy platform modernization, template and forms migrations, platform best practices, and testing
Managed services and hosting – End-to-end managed services including 24×7 platform support, hosting services on public and private clouds
Business Process-as-a-service (BPaaS) – Fully hosted and managed services for both inbound and outbound communications in an outcome-based model
DC specialists are experienced in all the leading CCM vendor products like Quadient Inspire, Precisely EngageOne, Objectif Lune and several document management tools.
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