Customer Communications Management 101: My Top 3 Considerations When Choosing a CCM Platform

Communication. Communication. Communication. It is the key to building not only lasting but profitable relationships – especially with your customers.

Choosing the right customer communications management (CCM) solution for your business is an important step in the development of a holistic customer communication strategy. The right platform can create highly-personalized and contextual correspondence delivered in ways that your customers prefer which leads to a better experience for your customer and improved loyalty and growth for your business.

So, here are my top 3 considerations when looking to choose a CCM platform;

1. What are the different types of communications needed?

  • Are there in-bound data collection needs (e-onboarding, e-application, etc.)
  • How sophisticated do documents need to be – do they need to include other documents, templates, or digital assets like pictures, or videos for example?
  • Multi-language or multi-currency support?
  • What conditional logic, variable language and business rules can be applied at a template level?

The more power you have at a template level, the more streamlined and automated your workflows can become. Reducing the need to modify final rendered documents.

2. Examine your document production.

  • Manual one-off/on-demand document generation
  • Scheduled batch production
  • Interactive ad-hoc documents

Understanding production tendencies can save money as businesses move to cloud ecosystems.

3. Understand how your audience wants to receive the communication.

  • What channels are available?
  • What are their preferred channels (print, online, email, SMS, etc.)?

In a day and age where everyone is saturated with information, the value of each touch point is increasing. Combining critical information like billing and marketing into a single document is more common. Leverage each touch point to include a high value call to action.

Take these points into consideration as you explore ways to improve and expand your organizations communication. Look for a solution that has the right balance to meet all your needs big or small.

Follow Xpertdoc and Eric Batangan on Twitter: @xpertdoc@EricBatangan or contact us for more info.

COVID-19 update

The spread of COVID-19 continues to evolve and in this context, we wish to inform you that Xpertdoc is closely monitoring the situation and would like to inform you of the measures taken by our team to support its employees, customers and partners.

We do not foresee any impact on the delivery of our services and want to assure our customers that we are executing our continuity plans in order to ensure that our customers continue to receive our services without jeopardizing the safety and security of our personnel.

In accordance with the recommendations of government authorities, here are some of the measures being taken by Xpertdoc:

Remote work for all employees
Arrangements have already been made and we have requested that all our employees work from home. Our continuity plan includes a full deployment of remote work arrangements to ensure uninterrupted service to our clients and partners.

Hosting and cloud services
We have been assured by our suppliers that there are no known impacts to these services, and we are confident that we are able to effectively manage the delivery of our cloud services to all our customers.

We have cancelled all business travel until further notice for all our employees. If employees have or will travel for personnel reasons, they will be asked to respect the quarantine delay before participating in any business activities.

Events and gatherings
All our events have been postponed or cancelled. Our employees are no longer allowed to participate in any events, seminars or gatherings.

We are committed to providing the best possible service to our customers and partners, to ensure that you can continue digital communications with your own audience. In these critical moments if we can help please do not hesitate to contact us.


The Xpertdoc Team

Mise à jour sur la COVID-19

La propagation de la COVID-19 continue d’évoluer et, dans ce contexte, nous souhaitons vous informer que Xpertdoc suit de près la situation et que notre équipe a pris des mesures pour soutenir ses employé(e)s, clients et partenaires.

Nous ne prévoyons aucun impact sur la prestation de nos services et voulons assurer nos clients que nous mettons en œuvre notre plan de continuité des affaires, afin de garantir que vous continuiez à recevoir nos services, sans compromettre la santé et la sécurité de notre personnel.

Conformément aux recommandations des autorités gouvernementales du Québec, voici quelques-unes des mesures prises par Xpertdoc :

Travail à distance pour tou(te)s les employé(e)s
Nous avons demandé à tou(te)s nos employé(e)s de travailler à domicile. Notre plan de continuité des affaires comprend des arrangements de travail à distance pour assurer un service ininterrompu à nos clients et partenaires.

Hébergement et services infonuagiques
Nos fournisseurs nous ont assuré qu’il n’y avait pas d’impacts connus sur les services d’hébergement et infonuagiques. Ainsi, nous sommes convaincus d’être en mesure de gérer efficacement la livraison de nos services infonuagiques à tous nos clients.

Nous avons annulé tous nos voyages professionnels jusqu’à nouvel ordre, pour tou(te)s les employé(e)s. Si des employé(e)s ont voyagé ou doivent voyager pour des raisons personnelles, il(elle)s seront placé(e)s en quarantaine pour une durée de 14 jours, avant leur retour au travail.

Événements et rassemblements
Tous nos événements ont été reportés ou annulés. Nos employé(e)s ne sont plus autorisé(e)s à participer à des événements, séminaires ou rassemblements.

Nous nous engageons à fournir le meilleur service possible à nos clients et partenaires, afin de garantir que vous puissiez continuer vos opérations sans interruption. Dans ces moments critiques, nous sommes là pour vous aider. N’hésitez pas à communiquer avec nous si nécessaire.


L’équipe Xpertdoc