Due to the increasing amount of privacy concerns for users, the EU in 2016 decided it was time to replace its outdated Data Protection Directive with GDPR, giving organizations two years to get everything in place.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.
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.
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.
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.
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.
Effective communication will reduce the friction experienced by your customers. But, your problem isn’t that you don’t want to communicate, it’s overcoming the challenges associated with implementing an effective communication process. That is what Ecrion’s products are all about.
Customer communications workflow is one of the cornerstones of our Ecrion product. They orchestrate the communication process, whether they are fully automatic, or they involve some manual steps. A fully automatic customer communications workflow applies for cases such as SMS notifications, while manual steps are used in workflows that include data entry or reviews.
This year, as with every year in the world of insurance, has already brought new technologies, business practices, and government regulations — all things that directly impact the insurance industry. If your company hasn’t kept an eye on insurance trends and doesn’t have a solid customer communications management platform, it may already be far behind its competitors in the field.
New platforms are bringing together leading technologies to enhance your business communications processes with a modern standard of efficiency, even optimizing them for regulatory compliance and industry best practices.
The most-savvy organizations are thinking about enterprise data differently and gaining a competitive advantage by combining workflows in different areas. By turning to innovative platforms that integrate advanced reporting and BI visualizations in new and logical ways, companies are utilizing the same enterprise data to dynamically populate communications and power BI analytics to create a better customer experience.
The real value of customer communications management (CCM) systems with integrated BI lies not only in the way outputs are created, but more so in the strength, accessibility, and impact your communications have both internally and externally.
As a businessperson, you’re always looking for more customers. The more customers, the better, right? It’s deeply ingrained thanks to years of school, training, and hearing your coworkers talk about it constantly. It’s not a bad thing, since having customers means your company is bringing in new revenue. Sadly, you might not fully realize how much your business could be saving – and making – just by employing better customer communications.
Ask yourself why, then, do so many organizations exhaust countless resources chasing those who might – or might not – become customers, when there is value right in front of them? All it takes is better customer communications.
Customer Communications Management (CCM) technology is meant to help organizations create, distribute, and manage omnichannel communications for greater customer satisfaction, improved operational efficiency, and lower costs. But what is the ROI of Customer Communications Management?
Two major concerns for all companies are time and money. Time wasted results in wasted money. Add to that sloppy or unprofessional customer communications and it’s not hard to imagine this type of company will have created a terrible customer experience. That leads to fewer customers, which leads to less money … and the circle of failure is complete. It doesn’t have to be that way.
