What is Customer Communication Management Software?

Customer communications management (CCM) is a comprehensive solution designed to give you the tools to design, deploy, and deliver outbound documents to your customers. CCM software tools consolidate conversations from multiple different sources into one centralized place. Whether the communication is print or electronic, it will be tracked and documented within the CCM solution.

Built to improve your brand image and make your customer communications simpler, customer communications management allows you to create a better customer experience while reducing risk, time, and cost associated with communication processes, and increasing revenue along the way.

What is Customer Communications Management (CCM) Software?

The ability to manage communications with customers has become a critical aspect of success. One technology that is instrumental in this endeavor is CCM software.

Customer communication management software is a set of integrated software solutions designed to streamline customer interactions, improve customer service, and enhance the overall customer experience. This software utilizes various communication channels — from phone calls and emails to live chat and social media — to facilitate strong customer relationships. This, in turn, promotes better customer segmentation and eventual customer success.

Some of the core features of CCM software include proactive messaging, a centralized CCM platform for assuring highly personalized communications, a shared inbox for the customer service team, and a knowledge base to help businesses manage their digital interactions effectively. These features serve to improve the customer journey, making their interactions more efficient and enjoyable.

Cincom’s CCM Software Defined

At Cincom, we have a unique take on what customer communications management software should offer. We believe a robust CCM solution should primarily focus on optimizing business processes, enhancing customer service, and promoting sustainable customer relationship management.

Our CCM software, Eloquence, serves as an enterprise plan to pioneer a world-class service hub. Thanks to the use of modern CCM solutions, businesses can now control, manage, and deliver consistent, highly personalized, and interactive communications across a comprehensive range of delivery channels.

This customer communication management technology helps businesses handle regulatory language and customer data securely. Eloquence enables the insertion of required compliance statements, legal disclaimers, and other policy details into communications. This ensures businesses remain compliant while facilitating personalized customer communications and maintaining privacy.

Moreover, Eloquence integrates data from across enterprise systems to guarantee accuracy of customer information. This robust solution enables efficient creation and delivery of tailored communications at scale.

How Does CCM Software Differ from Other Business Software?

While there may be a multitude of software solutions available for businesses, CCM software stands apart due to its specific focus on customer communications management. This singular focus makes CCM software a valuable tool to any business that values its customer interactions and strives to provide top-notch customer communications.

Unlike generic business software, Cincom’s CCM is designed to handle customer interactions across multiple channels effectively and efficiently. For instance, the tool can take a standard letter and modify the content to add legal disclaimers, compliance statements, and customer data. It then distributes that communication through various formats like email, print, text message, and more.

Plus, unlike other types of software, our modern CCM solution manages existing channels for customer communication and works to innovate and create new templates for content. Through its integration capabilities and innovative tools, Cincom’s CCM software allows businesses to anticipate, respond, and adapt to the changing requirements of their customers, paving the way for better investor relations and ultimately, success.

Why Is Customer Communication Management Important?

Customer communication management is essential for success, as the customer experience can make or break a company. This is where CCM comes in — it allows businesses to take control of every touchpoint along the customer journey.

With Cincom’s CCM solution, companies can facilitate personalized and responsive conversations across communication channels. Whether through email, phone, live chat, or social media, interactions feel tailored and meaningful from the customer’s perspective. Ultimately, this level of care converts one-time buyers into loyal, lifelong customers.

On the operations side, CCM software enhances collaboration and efficiency. It provides a centralized platform that connects all stakeholders, ensuring smooth hand-offs between teams. This leads to faster response times, fewer mistakes, and less customer churn.

Regulatory compliance provides another key reason to invest in CCM. With constantly evolving legal standards around communication security and customer privacy, the stakes for non-compliance are always rising. Eloquence allows configurable compliance rules and legal disclaimers to be automatically applied based on factors like location and product type. This failsafe approach reduces the risk of heavy fines or lawsuits, providing peace of mind.

Of course, the financial component cannot be ignored — robust CCM solutions also drive significant cost savings. By digitizing communication channels, companies slash expenses related to printing, shipping, and manual processing. Combined with the revenue gains from better customer retention, it’s easy to quantify the ROI of CCM.

Neglecting communication management in the digital age threatens customer loyalty, regulatory compliance, and operational efficiency. That’s why forward-thinking companies choose Cincom for intuitive, scalable CCM that connects businesses and buyers in meaningful conversations. With growth opportunities abound, we leverage personalized engagement powered by data insights to cement enduring customer relationships.

Related: Why Is Customer Communication Important?

Why CCM Software Is Crucial for Modern Businesses

The business landscape is evolving at a rapid pace, and a major driver of this change is the way businesses communicate with their customers. Customer communication is an integral part of a business’s success strategy. At the intersection of customer service and digital interactions lies customer communication management.

It’s important to remember that the experience you provide to your customers goes a long way in shaping their perception of your business. More than just a phone call or live chat, it is their complete journey with your business — from the first touch point right through to the ongoing relationship — that defines their experience. That’s why our CCM software is a powerful tool for businesses.

Optimize Business Processes

Cincom’s Eloquence provides businesses with a centralized platform to manage all customer communication-related activities. By bringing all communication processes under one umbrella, businesses can significantly improve efficiency, reduce redundancy, and enhance productivity across various operations.

The software has the ability to integrate with existing enterprise plans and systems, making it easier for various team members to collaborate. Specific key benefits of the CCM software for a business include:

• Higher customer engagement due to personalized and targeted communication
• Better customer relationships resulting from consistent and meaningful digital interactions
• Increased profitability owing to an automated customer correspondence processes and proactive messaging
• Ensure compliance and accuracy with data integrated from all systems and stakeholders

Enhance Your Organization’s Capabilities

Unlike traditional forms of customer service, CCM software moves beyond mere customer support. It empowers a business to design highly personalized communications and ensures that every customer interaction — be it through social media, text, or email — is tracked and evaluated for future reference.

Cincom’s CCM software gives businesses the ability to tailor communications for each recipient. This helps in offering personalized messages and content that resonates with each customer’s unique needs and preferences.

The centralized tracking of all communications enables understanding of customer behaviors and relationships over time. This leads to improved decision-making around communication strategies, ultimately enhancing customer relations through more effective customer communication management.

Improve the Customer Experience

Every interaction a customer has with your business helps shape their overall experience. When you’re facing constant competition, creating positive experiences for your customers is crucial. Cincom’s CCM software helps by allowing businesses to manage communications across customer touchpoints. This facilitates consistent, personalized messaging across all digital channels.

By centralizing customer communications on one platform, Cincom’s solution makes conversations efficient and consistent. Businesses can template common statements for reuse while tailoring details for each recipient. This thoughtful approach streamlines communication efforts so your team can proactively address customer needs. Ultimately, Eloquence reduces communication difficulties that may arise from disjointed systems, enhances satisfaction through timely responses, and ensures every interaction contributes positively to the customer’s journey.

Related: How to Communicate Effectively with Customers

What Types of Businesses Benefit from CCM Software?

Our CCM software Eloquence offers solutions that enhance the customer experience and service, making it a crucial tool for any contemporary business aiming to optimize their interactions with clients. Companies of varying types, from health insurance companies to big banks, can exploit the benefits of CCM software. It facilitates streamlined and personalized communications between businesses and their clientele, making it an indispensable tool for entities striving for an efficiency boost in their customer relationship management.

Is CCM Software Industry-Specific?

While CCM software finds utility across a spectrum of industries, some sectors might leverage its features more frequently than others. Our software is particularly beneficial for industries that deal heavily in regulations and compliance, customer interactions, robust customer relationship management, and highly personalized communications.

• Financial Services: In industries like banking and insurance, where a high degree of regulatory language is used in communicating with customers, Cincom’s CCM software can be a game-changer. Eloquence enables the automatic and accurate insertion of required compliance statements, disclaimers, and policy details into customer communications. This reduces regulatory risk while providing personalized and on-time correspondence.
• Health Care: In the health sector, where patients’ data privacy is paramount, Cincom’s CCM solution ensures that all communications are secure and compliant with healthcare regulations. Eloquence integrates patient data from across systems to guarantee accuracy and privacy in customer documents. It facilitates efficient, compliant communications.
• Insurance: Insurers can utilize Eloquence’s ability to maintain regulatory standards and compliance in customer documentation and correspondence. This enables accurate, personalized policyholder communications at scale.
• IT: The IT sector leverages Eloquence’s connectivity and ease of integration to ensure accurate customer data integration from across enterprise systems. This guarantees the right information is inserted into customized communications.
• Telecommunications: The telecommunication industry can use Eloquence to send out proactive messages to customers about new offers, customer service updates, and more. It allows service providers to stay ahead in a competitive market by providing real-time services and support.
• Retail: Retailers can easily tailor communications with Eloquence while ensuring critical details like pricing and product information are consistent across channels. This facilitates effective promotions and marketing.

Cincom’s CCM software is versatile in its application across varied industries. Any company aiming to improve its customer communication, enhance client relationships, ensure accuracy and compliance, and offer superior customer experience would find immense value in integrating Eloquence into its operations.

What Makes Cincom’s CCM Software Unique?

CCM software is a vital tool that optimizes business processes by aiding in the creation, distribution, and archival of outbound communications. In the realm of CCM software, our Eloquence platform stands out due to its unique combination of versatility, customization, and user-focused design. What sets Cincom’s software apart is its ability to make the complex process of managing customer communications both efficient and intuitive.

Our Values

Cincom’s values of character, competence, and commitment are embodied in Eloquence. As a company, we pride ourselves on delivering high-quality, reliable solutions that genuinely improve customers’ business operations, and our CCM software is a living embodiment of these principles.

• Character: Through CCM software, we prioritize user-friendly design and robust functionality. The software is consistent, dependable, and designed with the utmost integrity.
• Competence: This is reflected in the software’s sophisticated capabilities. Our CCM solution can handle high-volume, demanding communication needs, demonstrating our technical prowess and industry leadership.
• Commitment: Cincom’s unwavering commitment to our clients is amply demonstrated by the reliable customer support and ongoing updates that accompany our CCM software, ensuring it remains at the cutting edge of the industry.

The Benefits of CCM for Your Organization

Improve Customer Relations through Increased Efficiency

In the hyper-connected world we live in, your customers want to hear from you on-demand, in their preferred digital format. Gone are the days of snail mail being the primary form of communication from customer-to-business. You can cut production costs by up to 80% by minimizing manual processing steps and implementing a single, comprehensive solution for all individual and batch customer communications.

With a CCM solution, you can automate and personalize messages to your customers through email or even text and meet your customers where they are: on their phones. Through automated data integration and variables, all of a customers’ personal information will be automatically pulled into the document template with pre-approved content components (i.e. language, logos, and signatures). Business users won’t have to waste any time hunting for information or feeling concerned that they’re not meeting compliance standards before sending. You can generate user-friendly documents with fewer errors and greater brand consistency, no matter the delivery channel.

Related: What to Look for in a Document Automation Tool

Send Batch Communications in a Flash

During those especially hectic times of year when a massive amount of customer communications need to be sent at once–like policy renewal time–batch communications are your ticket to stress-free sending. The right CCM solution will allow you to easily scale from individual interactive correspondence to fully composed, high-volume batch generation through adherence to standards, modular architecture, SOA and a “compiled-XML” core.

Reduce Costs & Keep All Stakeholders Connected

Paper-intensive companies can make an easy transition to electronic communication delivery with a CCM software resource. Doing so will greatly reduce costs in several meaningful ways:

• Cut back on preprinted stationary by embedding graphics, logos, addresses, headers, footers, etc. directly into communications.
• Eliminate the need for copying or printing multiple documents unnecessarily. CCM business users can preview a generated form or letter before delivering to a customer.
• Streamline your tech stack–all of your outbound and inbound communications be contained in CCM.
• Integrate with any existing application upstream (e.g., care management and policy administration) and downstream (e.g., archives and post-processing) via comprehensive exits/APIs that auto-populate workflows with data and merge with inputs that are interactively entered during the generation cycle.

It’s not just cost reduction users will enjoy with CCM–there’s a reduced workload burden on the rest of your staff, too. All stakeholders–customers, providers, IT, customer service team members–will remain connected through one comprehensive platform. No more jumping in and out of several different applications to get all of the information you need. It’s all updated and tracked in one place.

Our CCM Software Implementation

Our implementation of Eloquence is designed specifically to be simple and efficient for businesses to adopt. We acknowledge different needs and tailor each approach accordingly. Initially, we study current customer communication processes — channels utilized, stakeholders involved, and pain points. This maps the customer journey to identify areas for improvement.

Next, we strategize integration plans leveraging Eloquence’s flexible architecture that readily connects to other enterprise systems. This enables a seamless transition with minimal disruption. The result is rapid time-to-value. For example, with our streamlined software solution, CareSource reduced document generation from 12 minutes to under 60 seconds.

Our Approach for Fast, Seamless Implementation

We focus on smooth onboarding to enhance customer experience faster. Our approach involves:

• Planning integration leveraging Eloquence’s ease of connectivity
• Configuring out-of-box functionality for quick wins
• User training and educational resources for full utilization
• Testing for efficiency, accuracy, and compliance

Post-implementation, we provide excellent support services and assess ongoing performance to continually improve value delivery.

How We Ensure Customer Success

Cincom establishes true partnerships with customers, equipping them with leading CCM solutions that facilitate superior customer experiences through highly personalized, compliant communications.

We ensure success by:

• Conducting thorough assessments of existing processes and systems infrastructure
• Tailoring Eloquence configuration to each organization’s unique needs
• Providing comprehensive user training on all capabilities
• Offering 24/7 support via live chat, phone, and knowledge base access
• Leveraging deep market expertise to optimize and customize Eloquence integration
• Completing ongoing performance reviews and offering expert assistance whenever needs arise

Our consultative approach delivers maximum value from a CCM product designed around individual business objectives. Tailored integration and ongoing support provide expanded capabilities without complexity, enabling organizations to achieve faster customer communications and greater productivity gains. With Cincom as an invested, responsive partner, companies can continually optimize Eloquence and ensure it evolves aligned with strategic goals.

Get dynamic communications with Cincom Eloquence.

Empower any business user to create complex, custom documents easily with a familiar interface that supports advanced logic.