Personalized Communications at Scale
Omnichannel Communications Made Easy
At first, Customer Communication Management seems like a simple concept. But when a business considers all of the different types of communications they send (such as sales quotes, contracts, invoices, statements, collections letters, product announcements, promotions, appointment reminders, and so on), the channels available to them (print, email, online interactive documents, text messages, push notifications, etc.), the chosen languages of their customers, along with their preferred formats, channels, and tone (casual or formal), effective communication quickly becomes a difficult challenge.
The fact that most organizations create documents and send messages from many disparate systems makes it even more difficult to create a consistent, engaging customer experience. Meanwhile, studies highlight the customer loyalty impact derived from positive experiences, countered with an ever-increasing likelihood of customers leaving a business after a poor one. These factors combine to underscore the importance of implementing a single, flexible CCM solution across the entire enterprise.
Ecrion’s solutions capture customer preferences, personalize communications based on those preferences, and deliver them via the customer’s selected channel. Communications are designed by business users (not IT) with a visual design tool, leveraging a pre-approved library of logos, branding, disclaimers, and other content fragments to ensure compliance with corporate and regulatory standards. Communications are then generated in batch or on-demand, incorporating data from business systems or captured from an on-line form.
A Comprehensive Communication Platform
Omnichannel Communications
Engage customers with true omnichannel communications. Enable customers to select the communication method(s) they desire: traditional print, a host of electronic delivery channels, or a combination of the two. Deliver, in real-time, the same communication optimized for each specific device (phone, tablet, PC) that may access it. Empower customers with interactive forms and documents on any device.
Individualized Communications
Grant customers the power to define how you communicate with them. Maintain preferences such as language, channel (including print, email, SMS, online interactive documents, and more), and tone (casual or formal). Render and distribute personalized communications based on stored preferences and customer history, including considerations such as past communications and purchases.
Communication Template and Asset Management
Maintain all communication templates and assets (such as branding, graphics, disclaimers, and more) in a central repository to ensure consistent and compliant communications across all channels. Reduce the number of templates and cost required to manage them. Empower business users with a visual designer to build and modify templates, eliminating the need for IT development.
Manny Hates His Bank
How to Get CCM Wrong
Batch, On-Demand and Interactive Modes
Schedule fully automated, high-volume batch jobs such as monthly statements, invoices, annual reports, and more via integration to business applications such as a CRM or website. Accelerate the creation of one or more documents on-demand such as individual statements, quotes or certificates as a customer requests them. Empower users to compose personalized correspondence from an intuitive user interface.
Workflow Management
Automate complex customer communication processes from template design to final delivery and afterwards. Define participants and the workflows associated with documents, emails, text messages and more. Bring internal and external stakeholders together to design templates. Automate data collection and aggregation, redlining, review/approve processes, final assembly, distribution and post-delivery activities.
Fillable PDFs and Online Forms
Complete forms, personalized letters and other correspondence by gathering data from agents, customers via online portal, or automatically through integration to business applications. Extend the digital experience to all users, enabling data collection for quotes, applications, claims and other documentation needs. Interact with customers 24×7 without call center support.
Interactive Documents
Enable customer self-service while delivering an engaging, customer-driven analytic experience that provides 24×7 view into their real-time account data from any device. Deliver the desired information to each individual customer while reducing call center costs. Empower customers to control their experience in a manner consistent with the company brand and image. Produce responsive documents that encourage customer interaction.
CCM Buyer's Guide
Request Ecrion’s 15-point buying guide, which details the top factors companies consider when selecting a customer communication solution.
Standardization and Compliance
Define review and approval workflows for all customer communications, thereby ensuring proper management of, and compliance with, corporate branding standards and government regulations. Automate transactional review and approval paths based on user-defined criteria to achieve branding and regulatory compliance at either the template level or the individual communication level. Collaborate with internal and external partners while ensuring compliance.
Built for Performance
Implement the most scalable CCM solution available today, built to render large and complex documents while also supporting extremely high-volume communication requirements. Join the leaders in dozens of demanding industries, some of whom produce hundreds of millions or billions of communications each year. Design and automate one-line SMS messages or complex books that contain thousands of pages.
Scalable for Seasonal Demand and Business Growth
Adjust to periodic spikes in production volume such as batch runs of monthly invoices, annual production of employee tax documents, or emergency communications associated with a natural disaster. Implement a communication platform to support seasonal demand without the cost of maintaining it year-round. Invest in a solution that supports today’s requirements but will scale as business grows.
Ecrion Enables Stronger Customer Connections
Organizations worldwide leverage customer communication management software by Ecrion to enhance their customer experience, reduce operating costs, and take control of their customer communication processes. Thousands of companies across a broad range of industries ensure compliance with corporate branding and legal standards while establishing genuine connections with their customers—one at a time.
Let's Get Started!
For a free, no-obligation demonstration of Ecrion’s Customer Experience, Customer Communication and/or Document Automation solutions, please click below.
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