Your Role In Perfect Customer Communications

We talk a lot about personalizing the customer experience and improving retention, but brand identity is really only half the advantage of Customer Communications Management (CCM). Much of the benefit lies beneath the surface and behind the scenes, long before communications ever reach the customer.

Our last post briefly outlined the Review & Approve methods afforded by the latest version of the Ecrion Omni System (EOS), and omni-channel customer communications solution. The different models of this function involve governing the quality of a project as it progresses, overseeing the dynamic aspects of it within specific environments, and final approval of templates for delivery.

These form an example of how Customer Communications Management (CCM) involves Business Process Management to achieve high-level company goals, and streamline customer communications efforts.

Going deeper, however, CCM has something for everyone to appreciate, since it purposely involves everyone in the company-wide project of customer relations. From programmers, to designers, to copywriters, and their managers, these are the ways they benefit.


The EOS solution combines your unique data (CRM, SQL, ERP) with new and old templates to compose documents. This composition process is highly customizable through a powerful API, which provides flexible integration into a wide range of business processes.

Configurable workflows built from a graphic editor replace script-based programming languages, so your composition processes are not only flexible, but easy to build, visualize, and review. Conditional business logic can be collected together, so workflow behaviors can be centrally managed.

Work collaboratively with team members from many departments in the EOS project space. You no longer have to cross-train with other departments. Team goals are aligned. Just enjoy performing in your element, with higher efficiency. With EOS, technical staff can release the technical components – such as the data aggregation plan – directly into the collaboration space, leaving layout and content writing to non-technical team members. Programmers can take responsibility for the composition workflow without any concern for the content and layout of the documents they produce.


The authoring tool within EOS gives graphic designers free reign over a host of features, a more navigable design interface, and more dynamic control over layout and design than most other tools. The familiar What-You-See-Is-What-You-Get layout and channel-specific output preview allows for faster project completion, and with cloud collaboration, templates can be completed to be populated seamlessly from the back end.

When designers have a hand in customer communications, they have greater investment in the company mission. As with programmers, when empowered to work solely within their area of expertise, your design staff becomes a powerful tool for the good of the organization

Managers, Executives

The benefits of CCM all converge at the oversight capabilities it allows. All departments have a stake in certain point sin the document creation process, with role-based access, and managers are granted access to those work environments in turn. Review & Approve is the summation of this. As the work is completes, at peak efficiency, the progress can be tracked at any point, with audit trails. Then it can be reviewed to ensure that ll the information is compliant, accurate, and engaging.

So Customer Communications Management (CCM) solutions really do cover all ends of customer engagement. Businesses are given an opportunity to unify their brand, achieve faster time to market, and promote healthy, longer-lasting customer relationships. It tightens every detail that goes into effective brand messaging. A single platform brings the team together in philosophy and practice, which then extends to the customer base to boost customer lifetime value.