Author Archives: Will C. Franklin

Ecrion Announces Enhancements to Professional Services

professional services

In an effort to continue to provide a superior customer experience, Ecrion is happy to announce Enhancements to our Professional Services. We’ve listened to our customers’ wants and needs and are pleased to offer our new, best-in-class Professional Services Offerings.

While we will implement a rate change in October, we’ve ramped up our capabilities to include template design, infrastructure and software health checks, and peace of mind check-ups.

TriPartum Joins Ecrion’s Growing Stable of Solutions Providers

Ecrion Software, a leader in the development and implementation of smart, modern customer communications management software, is pleased to announce a new partnership agreement with TriPartum, a CCM solutions provider based in the United Kingdom. TriPartum joins a growing list of solutions providers that have partnered with Ecrion, that now covers more than 30 countries globally.

This agreement builds on a relationship that dates back 10 years to expand TriPartum’s managed services practice, as well as introduce new sales and marketing workstreams in an effort to jointly acquire new customers.

Why Is Insurance Technology So Important?

insurance technology

In the last few years, the insurance industry has made strides by adopting new technologies. Thanks to the emergence of new technology, such as traffic cameras, self-driving cars, drones, and smart homes, insurance companies are able to collect a mountain of new information they’ve never had before.

This growth comes with its own particular set of challenges, though. As your customers adopt these new technologies, insurance premiums will go down universally. While this might make your customers happy, it ends up shredding your bottom line. Because of this, you need to keep all of the customers you can.

What is Customer Communications Management?

customer communications management

You’ve probably heard the phrase or acronym many times in meetings. You might have even looked it up on Google to see what it was and got a somewhat rudimentary answer. It seems rather self explanatory though, doesn’t it? Customer communications management … it’s just the management of customer communications. See, easy. Yeah, you know it’s not that simple. So, then, what is customer communications management?

At its core, CCM — there’s that acronym — IS the management of customer communications, but it’s more than that.

Legacy Systems: Don’t Fear Customer Communications Migration

customer communications migration

When it comes to change within a business, a small minority will embrace it, arms outstretched as if preparing to hug a long lost friend. For everyone else, the thought of changing something — such as customer communications migration — can bring chills, heart palpitations, and headaches. What will change? How much will it cost? How long will it take to change? How will this affect my department? And, the big question: How will this affect me?

Any of this sound familiar? It should come as no surprise, then, that the mere thought of migrating from a legacy, or antiquated, customer communications system to a modern, digital solution can start the beads of sweat racing down your face.

GDPR: What It Is and What It Means for Your Organization

gdpr

Due to the increasing amount of privacy concerns for users, the EU in 2016 decided it was time to replace its outdated Data Protection Directive with GDPR, giving organizations two years to get everything in place.

GDPR was put in place to protect the personal data of users living in an EU country. Once the law hits the books, companies around the world have to follow the regulations when it comes to residents or those living within the EU. Failure to comply can result in lofty fines.

5 Statements Your Invoices Make To Customers

invoices

It happens to us all, usually every month. Whether it comes to your mailbox or inbox, you’ll still end up getting it. A bill. Usually more than one, depending on the utilities you use, how many credit cards you have, etc. Think about how long you look over these statements. Some folks go over every line of every bill every time, and good for them. The average customer, however, spends less than five minutes looking over their statements. Sometimes, they only look to see how much they owe and that’s it. With that in mind, what kind of statements do your organization’s invoices make?

In theory, every invoice makes at least one of the following five statements. Regardless of the type, each invoice provides information and, if this is the only means of communication your company has with its customers, it’s worth taking a moment to see what pitfalls your organization might be facing.

“Less is More” When It Comes to Implementing a CCM Solution

implementing a ccm solution

An end-to-end CCM solution gives your company the ability to create, generate, and deliver many different types of personalized documents — millions of copies per day in dozens of different formats — via all possible electronic and traditional mediums … using just one single platform. Think about it, one platform that compiles all of your customers’ data and creates unique documents for each one.

In the past, your company might have thought it needed a lot of different pieces in order to have any semblance of decent customer communications. It’s time to shed that mentality and go with a “less is more” approach to implementing a CCM solution.

3 Ways to Clearly Communicate Using CCM

communicate using CCM

Communication is the key to any successful business. The type of communication, however, plays an important part in whether or not it’s successful. Some of your customers want to hear from you on a regular basis, not just once a month when you send them a bill. For others, getting just the bill from your company is enough. Regardless of how you communicate with your customers, one thing is constant — you must be able to communicate with them clearly. One of the best ways to do that is to communicate using CCM.

Without clearly defined customer communications management processes, your company runs the risk of sending documents that will not only fail to appeal to your customers, but might fail to communicate your ideas clearly … if at all. With the right Customer Communications Management (CCM) solution, it becomes a lot easier to convey what your company actually means in a way that’s better received by your customers.

Poor Telecom Customer Communications Are Sinking Your Company

telecom customer communications

How comfortable are you with your telecommunications company’s customer approval rating? While it might be easy to pass off less than decent numbers as an anomaly, statistics don’t lie – telecom customer satisfaction is low, and continues to drop. As a result, your customers are bailing on you and signing with your competitors. Can telecom customer communications help?

Experts realize an even bigger issue is the quality of the customer experience. Poor telecom customer communications will always lead to negative customer experiences, which in turn leads to fewer customers.