What is CCM?
Customer Communication Management (CCM) covers the management of all communication channels of a company, from traditional letters to digital media such as E-mails and social media. The goal is consistent, personalized and relevant communication to increase customer satisfaction and build long-term relationships. The communication should be highly personalized, consistent and secure and above all comply with the guidelines of your company. Additionally, integration with other systems, such as SAP for providing necessary data and OpenText for storing information, is possible.
Why should you choose customer communication management (CCM)?
Personalized Customer Communication
CCM allows companies to leverage data analysis and segmentation, to deliver personalized communication, that takes individual needs and preferences into account. Through the integration of different communication channels such as E-Mail, SMS, social media and more, companies can ensure seamless interaction. This enhances reach and communication efficiency and ensures customer loyalty and satisfaction.
Continual Optimization
An important aspect of CCM is the continual analysis and optimization of communication strategies. By collecting and analyzing feedback and data, companies can enhance their communication processes and maximize ROI.
Intuitive and legally compliant usability
For consistent and relevant communication with customers, employees, suppliers and more, templates must be quickly adaptable and creatable by relevant departments. Based on the content, related documents can be automatically attached, ensuring that company policies, legal requirements, and the security of sensitive data are adhered to. To ensure data security and traceability, close integration with leading systems is possible.
High-performance batch processing and multi-channel communication
OpenText CCM offers organizations a secure, highly scalable and efficient solution to communication. The sophisticated output management tool, capable of handling complex requirements, is designed to efficiently process large volumes of data.The solution is part of a multi-channel CXM-architecture, integrating with a DMS and offering numerous features for sending SMS, E-Mails and other formats.
Doctra is your specialist for OpenText and SAP.
Doctra is your specialist for your CCM projects
20+ years of technical and strategic experience
End-to-End Consulting and Support
From Concept to Implementation in no time
Doctra works end-to-end
Business Consulting
A good solution emerges when people take the time to analyze company goals and compare them with suggestions about „best practices". At Doctra, we are familiar with a wide range of business processes from many projects and know how these can be implemented technically and organizationally. Our many years of close collaboration with SAP and OpenText enables us to seamlessly implement your projects and work with you to develop long-term strategies.
Implementation
We don’t just advise; we implement what we recommend. We implement solutions together with you that match the requirements of your company. We ensure that the solutions are optimally integrated into your infrastructure with OpenText and SAP. So that a long-term and smooth operation is possible.
Managed Services for a smooth operation
The operation of a complex ECM system can present a company with a variety of challenges. From providing the infrastructure, performing maintenance tasks such as updates and upgrades, to making configuration changes. At Doctra, we not only assist with project work but also support system operations with our expert knowledge. We offer both on-demand support through our support service and, if desired, we can also take over the ECM system operation for you. With Doctra Managed Services, you receive a professionally managed ECM infrastructure with clearly calculable monthly costs, without any surprises.
Managed Services in DetailExplanation of singular functions
Customer feedback management
Customer feedback management refers to the process of collecting, analyzing, and responding to customer feedback to improve customer satisfaction, identify issues, and make product or service enhancements.
Integration with CRM Systems
Through the integration with Customer Relationship Management (CRM) Systems, CCM Platforms can access and utilize customer information to enable personalized and relevant communication, providing a comprehensive view of customer relationships.
Output Management
Output Management focuses on the creation, management and distribution of documents within an organization. It optimizes document output and manages end devices such as printers and e-mail systems to distribute documents efficiently to customers, employees or partners. The goal is to increase efficiency, to sink costs and to ensure that information is available in a timely manner and at the right place.
Questions about CCM
How much training is required for the end-user?
If individually customized documents in small quantities, such as changes to customer contracts or HR letters to employees, are required, knowledge of MS Word and a brief introduction are sufficient. The creation of templates can also be learned quickly by individuals.
Which benefits does the implementation of a CCM platform offer for a company?
The implementation of a CCM platform improves efficiency, response times and helps ensure compliance with regulatory guidelines.
Which types of communication channels does CCM include?
CCM includes both traditional channels such as letters and phone calls, as well as digital channels such as email, SMS, social media, Chatbots and mobile apps.
How can CCM help to improve customer efficiency and build long-term relationships?
CCM enables personalized and consistent communication, that considers the needs and preferences of customers. Through effective communication companies can win the trust of their customers and build long-term relationships.
What exactly is Customer Communication Management and why is it important for companies?
CCM refers to the management of all communication channels and processes, that a company uses to interact with its stakeholders. It is important to enable effective and efficient communication.
Which compliance requirements must companies consider in relationships with CCM?
Companies must ensure that their customer communication complies with applicable legal requirements, particularly regarding data protection, advertising regulations, and other industry-specific relations.
Which technologies and tools do CCM-platforms use typically?
Typical technologies and tools in CCM-platforms include Customer Relationship Management (CRM)-systems, Content Management Systems (CMS), marketing automation tools, data analytics software, and more.
How can CCM help to improve the efficiency of marketing and sales processes?
CCM provides automated workflows that enable the quick handling of customer inquiries, the creation of personalized communication, and the delivery of relevant content at the right time through the appropriate channels.