Technology innovations such as Social, Analytics, Mobile, and Cloud initiatives are gaining significant importance for enterprises towards their digital journey. These initiatives are geared to help enterprises gain a competitive advantage in the market by driving down costs, gaining efficiencies, and increasing customer engagements. Customer Communication Management (CCM) is a key lever to ensure that customer engagement is seamless and the customers gets the right message, at the right channel and at the right time.
Enterprises face multiple challenges when it comes to Customer Communication Management as it is perceived as a document output function instead of a lever to improve customer engagement and enhance customer experience at every touchpoint.
Lack of a comprehensive strategy and approach results in enterprises struggling to create coordinated and targeted communications. Customers receive disparate communications from various functions, products, and channels, sometimes with conflicting messages. This results in redundant communications that are department goal oriented than enterprise goal oriented.
A comprehensive enterprise-wide Customer Communication Management strategy with the right governance structure and technology capabilities is essential as customers increasingly seek communications, across their engagement touchpoints i.e. Mail, E-mail, Text etc., relevant to their interests and beliefs.
An enterprise-wide customer communication strategy has an appropriate governance structure that ensures both the regulated and unregulated content are created, managed and distributed. This ensures right architecture around the Customer Communication Management platform i.e. OpenText Exstream, Oracle Documaker and Adobe Experience Manager etc. This approach enables an agile communication platform that enables organizations to respond to new market opportunities faster, and meet the ever-changing regulatory challenges.
ValueMomentum Customer Communication Management (CCM) strategy has been successful in delivering multitude of customer engagement objectives to enterprises through:
Streamline Operations & Achieve Productivity:
Enable Omni-Channel Communications & Increase Engagements
Ensure Compliance & Governance:
Enable Business Users & Gain Transparency:
Our CCM Offerings
Capabilities and expertise to migrate legacy print applications to modern CCM platform e.g. OpenText Exstream, Oracle Documaker, and Adobe Experience Manager etc.
Most of the print vendors have announced end-of-life or end-of-support for their legacy document composition tools and are moving towards modern Customer Communication Management platforms. All CCM product vendors now offer enhanced functionality for multi-channel communications to streamline business operations and processes.
Most insurance and financial institutions’ leverage the CCM platforms currently built into their legacy systems. Many believe that migration from legacy to the modern platform is not feasible, hence preventing them from initiating migration process.
ValueMomentum has proven methodologies and utilities which can help companies migrate their legacy platform to modern CCM platform like OpenText Exstream, Oracle Documaker, Adobe Experience Manager etc. These tools and utilities reduce the forms design and migration effort significantly. We are experienced in migrating applications from a legacy to a modern platform to meet your objectives of speed to market, reducing the maintenance costs and minimize the complications associated.Migration support services for legacy system include
Our implementation and testing service helps enterprises with design and implementation of an adaptive document automation and content management architecture to support their digital strategy.
ValueMomentum CCM practice can help Enterprises with design of flexible Customer Communication Management architecture around their platform of choice. A flexible Customer Communication Management architecture allows business users access and customize content quickly and easily in a controlled manner with lesser involvement from IT.Our capabilities in Implementation and Testing include The solution design and implementation capabilities enable
Our consulting services helps deliver enterprise-class Customer Communication Management (CCM) solutions that transform the customer experience, ensure regulatory compliance and improve operational efficiency.
ValueMomentum provides consulting services in CCM platform evaluation support and CCM architecture support. The goal is to increase customer experience while deriving the full benefits of the CCM platform. In addition, our consulting services provide support for identifying and removing inefficiencies in the overall document output management processes and helps automating the document workflow process with less IT intervention.The consulting services includes
ValueMomentum CCM Center of Excellence helps enterprises define best practices, build accelerators to improve quality and productivity and drive efficiencies across multiple business units in an organization.
The CCM COE focuses on document output management and Customer Communication Management processes relevant to Insurance, Banking and Financial industry and has competencies across multiple CCM Platforms.
The deep knowledge in multiple CCM tools enables us to build accelerators which help to reduce the project delivery time and cost.Our CCM COE offerings include: Our CCM COE helped several customers: