Ecrion Omni System (EOS) can help enterprises connect better with their customers and communicate consistently across all engagement points.
Touchpoints and Brand Perception
Nurturing the relationship with your customers and genuinely trying to connect with them are key components of a successful retention strategy. Leading companies around the world have realized that having a consistent CCM strategy across all touchpoints will help influence the customer’s perception of the brand, and the Ecrion CCM provides just that: a platform to build and manage your customer experience strategy and deliver the right customer interactions.
It all starts with providing a positive experience during the initial stages of interaction with a prospective customer. EOS can help your team guide customers through enrollment options (e.g. deductibles, benefits), automate enrollment processes, reduce costs associated with manual steps and eliminate errors. The solution provides complete digital forms functionality augmented with countless features including one central point for performing audits, data entry validation, multilingual support and much more.
Your first opportunity to impress new customers, set the tone for the relationship, and manage expectations, is during the onboarding process. By delivering a fluent experience, you set the stage to turn your new customers into loyal users and brand advocates.
The Ecrion CCM helps you deliver onboarding packages, including letters and contracts, in an automated fashion while still providing a personalized experience. EOS also helps you track the customer experience and define benchmarks that will act as indicators of a successful onboarding process.
Bills and statements are the most frequent point of contact you have with your customers. With each communication, you have an opportunity to strengthen the customer relationship, and differentiate yourself from your competition by not only producing traditional PDF bills but also interactive eBills and eStatements that can satisfy both traditional and modern audiences. Your customers are empowered to examine their account history, configure omnichannel delivery (email, print, SMS, etc.), customize the statement format (i.e. summary or detailed), and more.
EOS provides the ability to engage your power users (such as institutional customers) with a wide range of interactive abilities right in their statements, such as being able to click charts and graphs, drill-down in transactions, apply filters based on various criteria (e.g. sub-account, date range, etc.) and more.
The solution is also able to scale with your organization’s growth by reaching huge volumes of 100s of millions of statements per month, while providing full household/account aggregation capabilities, omnichannel delivery and responsive documents that adapt to the device used by your users to access the bill (mobile, tablet, pc, etc.).
The Ecrion solution is the only CCM platform that empowers your customers to interact with their bills and statements while still providing the traditional paper format, and without having to generate the same document twice. Providing multiple delivery options makes it easy for your company to differentiate itself in the eyes of the customer and provides a clear path for engaging them.
Correspondence and Letters
When implementing a customer-centric culture providing higher quality, 2-way communication is a key objective. Correspondence management plays a central role in the Customer Communications Management (CCM) framework provided by Ecrion Omni System. The system provides a central place for business users to manage all templates used for outbound communications.
In addition to batch correspondence, on-demand and ad-hoc communications can also be created in EOS, using a combination of pre-created and custom-authored content.
Review and approval workflows can be triggered whenever business rules are met. Supervisors can always filter and examine the outbound communications in a safe, organized and effective manner.
EOS’ powerful digital forms feature allows organizations to manage inbound communications and better engage with their customers by capitalizing on the growing trend of customer self-service.
Both inbound and outbound correspondence come together in the 360-degree view of the customer providing a thorough way to examine the relationship with a customer.
Marketing and Promotions
As a marketing professional, you always want to remain consistent in your messaging acrossall communications. This is how you generate brand consistencyand develop customers who trust and depend on your brand. Utilizing a mix of marketing mediums reinforces the message to your target market. The Ecrion Omni System platform empowers marketing professionals to insert targeted messaging in all communications that are being sent, track how and who reads them, and document how many conversions occur. Using the Intelligent Transpromo technology embedded in all communications produced by the Ecrion platform, you can place ads that trigger purchases as well as monitor conversions and continuously tune your message and your strategy to adapt to ever-changing market conditions.
Self-service is fast becoming a preferred form of customer service. If you have experienced unresponsive chat agents, long hold times and agent-to-agent transfers, you know how stressful the classic customer service experience can be. Today’s customers want to feel empowered to answer their own questions. Eliminating the complexity of customer interactions with an enterprise is a top priority for many executives.
Ecrion Omni System provides a framework for both information dissemination and self-service through its interactive documents and forms capabilities. Interactive guided tours allow customers to open service requests by simply clicking transactions in any document, and embedded forms are just a few features that provide a better experience for customers.
Dashboards and Analytics
Customers with large accounts are always looking towards businesses to provide simplified yet comprehensive account management. Managing sub-accounts, looking at the household as a whole, identifying unusual transactions are all perfectly good reasons why customers that spend more are finding themselves looking for alternatives.
With EOS, businesses can provide personalized dashboards and analytics to their customer base (and charge a premium for it) that allows them to sort and filter transactions, drill down into visualizations and more. Together with interactive eBills and eStatements, dashboards provide a rewarding experience that strengthens the relationship with your best customers and shines a spotlight on your brand.
Today’s always-connected customers no longer rely solely on the information provided via standard marketing channels, but instead are looking at peer reviews and recommendations to learn more about a product and/or service.
The Ecrion Omni System has built-in functionality to empower your best customers to carry forward your message on social media, blogging and other platforms. And with built-in tracking capabilities you can both measure how and who spreads your message, as well as recognize and reward the champions.
It is well known that a small subset of customers generates between 55%-70% of company sales. Instead of carpet-bombing all customers with the same message, the Ecrion solution makes it easy to identify and reward loyal customers with a differentiated experience. Consumers are positively influenced because they have contact with your enterprise through meaningful interactions, in both terms of value and relevance. The main purpose of managing loyalty programs using the Ecrion CCM is to retain your best and most profitable customers.