Customer Communications Management

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Individualized Large-Scale Engagement

Communication has evolved, and so have customer expectations. To succeed today, you must not only provide your customers opportunities on multiple platforms, but also establish genuine, 1-to-1 connections with your customers across multiple engagement channels. Ecrion provides Customer Communications Management software (also known as CCM) that helps business line managers oversee the entire document production and distribution flow in a company. Using large-scale personalization, omnichannel delivery, and rule-based automation, your company’s communications can help connect with customers while it promotes loyalty, retention, and advocacy.


WHY IS Customer Communications Management Important?

The millennial generation – those born from 1981 to 1996 – will overtake baby boomers as the largest adult population group. 

The coming of age of the world’s 2bn millennials is not only a generational shift: it is one of diversity.

Technology is integrated into millennials’ lives and habits. They are the influential generation who share on social media, and want to be treated as individuals. Organizations that once thrived on mass marketing find themselves in need of a digital transformation in order to reach out this audience. 

personalized communications


Engage customers with documents and correspondence created automatically or manually. Business rules and templates control how documents are automatically populated and personalized for each customer — incorporating individual preferences — so they receive correspondence in their preferred format, language, and channel.

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Reduce the complexities associated with omnichannel presence for both traditional, as well as modern, delivery channels. The need for omni-channel customer communications is spiraling, yet the costs of implementing it are not negligible. Ecrion is the only CCM solution able to deliver, on the spot, the same document optimized for the particular device (phone, tablet, PC) that is being used to access the document.

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document automation


CCM software can reduce the risks associated with manual production and delivery while increasing the scale at which business critical documents can be produced. Driven by business rules, Ecrion document automation can help you create highly-effective customer communications and target your audience more effectively.

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Customer communications are an important aspect of doing business. Ecrion CCM software enables you to plot the customer journey and engage customers at the right time in order to influence their decisions. At-a-glance visibility supports better decisions and genuine connections with your audiences. Your organization will be able to deliver a consistent brand experience across channels and touchpoints that can build trust and boost loyalty over the entire customer lifecycle.


Sample Gallery

Purchase Order Letter

Here is an example of a purchase order letter that previews the live user input along with transactional data retrieved from back-end data systems.

Insurance Policy

Reduce the complexity of filing a digital insurance policy, and speed up the process with lookup fields and conditional content.

Portfolio Analysis

See how this interactive portfolio analysis report allows customers to drill-down, sort, and filter their data in real time. PDF can be generated at any time.

Smart Explanation of Benefits

This digital Explanation of Benefits, adapts to mobile, tablet, or PC devices. It empowers customers by providing self-services abilities and reduces call center workload.

Strategic Guide to CCM

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Your customer-facing documents are no longer simply “overhead cost.” And no longer are they the sole responsibility of your IT professionals. Customer Communications Management is a high-level, top-down strategy that demands a powerful, conscientious effort on the part of any company that wants to thrive.

Ready to Get Started?

It’s one thing to talk about what our software does, but we all know seeing is believing. By requesting a free, no obligation demo, you can see for yourself how our solutions can improve not only your customer communications, but your bottom line as well.

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