Customer Communication Management Software

Engage customers with a CCM solution

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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.

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Customer Communication Management Software Features

Ecrion’s enterprise CCM solution is a full-stack system that covers the entire customer communication process, from production and assembly to personalization and omnichannel delivery. The Ecrion platform is built on a strong communication management layer that enables managers to coordinate and execute the entire communication processes. The software encompasses a comprehensive set of features that streamline business communications. Find out more about them:

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How to Get CCM Wrong

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CCM Buyer's Guide

Request Ecrion’s 15-point buying guide, which details the top factors companies consider when selecting a customer communication solution.

The Biggest Customer Communication Challenges

Customers expect clarity in business communications. To provide this, companies must have access to top-performing full-stack customer communications management platforms that generates high-quality communications. Here are the biggest challenges that companies face in CCM and how these are diffused with the right software:


The number of templates can be significantly reduced by using enterprise customer communication management software that creates templates that can be used on multiple channels. Along with omnichannel communications, this provides more touchpoints than templates, which is ideal for a business trying to minimize cost and improve customer engagement simultaneously. Documents can be made channel-agnostic with reusable components, conditional content, and conditional fonts, logos, and other branding elements.


Customer communication management software can make a difference. With integrated metadata tags, filters, search and sort features, finding a specific template to use can be instantaneous. Moreover, when working with efficient multi-channel templates, narrowing down the search is that much easier.


Customer communication management software provides effective governance through flexible and integrated version control. Managers can oversee different environments to review and approve the processes, follow audit trails, and enforce policy.


Client communication management software provides workflow integration and replaces tedious manual processes, delegating tasks to specific, access-based work environments, also providing opportunity for high-level controls to govern the process. Unified customer communications management software employs a consistent jargon throughout the entire platform. The system is intuitive and easy to use by both technical and non-technical staff members, which transforms customer communication management into a top-down effort.


An all-in-one customer communication management software provides organizations with an efficient infrastructure that manages data and document production together. This allows them the flexibility and agility to create and deliver entire document batches in a matter of clicks, making it far easier to keep the customer dialogue running effectively.


A solid client communications management platform streamlines customer correspondence. Letter-writing staff can retrieve and repurpose templates that have been approved by managers, use forms and validation to edit text ad-hoc, and store documents in a repository with the appropriate metadata. Customer communications software provides quality assurance and personalization in your ad-hoc letters.


A comprehensive CCM solution has the full range of features in one place, from inception to production to delivery, which can unify company processes and ensure that the entire system is ready to be updated in a single sweep when necessary. Implementing full-stack customer communication management software saves companies time and money and ensures technological efficiency.

The Benefits of Using Ecrion’s Enterprise CCM

Ecrion’s top-of-the-line customer communication management software optimizes customer dialog in all its complexity, maximizing customer reach, communication efficiency, and increasing customer satisfaction. Here are the benefits brought by Ecrion’s software:

It creates a tailored customer experience through personalized customer communications.

It leverages omnichannel communications to reach customers on the channels of their choice and on their preferred schedule.

It promotes brand assertion as well as customer data collection via interactive documents.

It stimulates employee collaboration by providing an easy to use platform for both technical and non-technical team members.

It is a full-stack CCM that covers the entire customer communication process – from production to assembly to distribution and data collection.

It enables companies to produce standard-compliant communications and modify templates periodically to stay up to date with changes in standard requirements.

It enables complex template development and modification that is entirely independent of IT involvement.

It is scalable for seasonal demand surges in production volume and it is able to keep up with business growth.

It allows companies to automate and map the customer journey and direct users to their destination.

Learn More about Customer Communications

Find out more about the many advantages of using customer communication management software from our collection of infobriefs and infographics. For even more information, explore our resource library, our LinkedIn page, and read our CCM news blog.

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.


You're in Good Company

Learn why some of the world’s most forward-thinking companies trust Ecrion for their customer communication and engagement needs!

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