When it comes to change within a business, a small minority will embrace it, arms outstretched as if preparing to hug a long lost friend. For everyone else, the thought of changing something — such as customer communications migration — can bring chills, heart palpitations, and headaches. What will change? How much will it cost? How long will it take to change? How will this affect my department? And, the big question: How will this affect me?
Any of this sound familiar? It should come as no surprise, then, that the mere thought of migrating from a legacy, or antiquated, customer communications system to a modern, digital solution can start the beads of sweat racing down your face.
Even though you might be filled with dread at the thought of your company going through a complete customer communications migration, you know all too well that your organization has to either change with the times, or fall drastically behind your competition. Here’s a secret: sometimes change can be good. In fact, replacing your old, legacy system can actually be relatively painless. That is, if you find the right solution.
Right now, you might be wondering if you really need to migrate from what you’re using to a more modern solution. If it’s not broke, you don’t need to fix it, right? Here is a question to ask yourself just to see how “broken” your current system might be.
Are we listening to our customers and giving them what they want?
It can be easy sometimes to forget about the customers. You send them a bill, they pay the bill, repeat. It’s a habit your company can easily fall into — and one that’s vital to avoid.
Many Hands, Many Mistakes
If your organization is using a legacy customer communications tool, there’s a good chance each document sent to your customers goes through the marketing department, the IT department, the desks of executives, and other places you might be surprised to learn. A lot of legacy systems are made up of multiple software programs that each grab customer data from different sources.
While the marketing department might input customer data one way, the IT department might decide to format things to make data collection easier and do it a different way. When departments fail to work together, mistakes happen. A customer might get someone else’s bill, or the information on the document is completely wrong. These things can cost your organization the trust of your customers. When trust goes, so does the customer. And, if you work in the insurance or healthcare industries, HIPAA violations can cost you hundreds of thousands of dollars.1
An Omnichannel Solution Makes Customers Happy
Even if your organization has managed to take care of the hassles mentioned above, can you provide your customers with what they want? If a customer wants to open a document in their email, stop, and pick back up on their mobile device, can you do that? What if they’d like to hear from you only through text messages and phone calls?
Your customers have evolved, and technology has evolved with them. Creating a great Customer Experience (CX) is paramount to any success your organization has in the future. The need to adopt these technological advancements and innovations to modernize omnichannel experiences is key. Your customers have a say in how they’d like to be contacted, and they feel as though they are part of the process. Don’t be surprised to see a significant increase in your ROI if you provide great customer experiences.
But I Have Other Questions
About Customer Communications Migration
Let’s be honest, not all of your questions about customer communications migration are going to be answered in a blog post, nor should they. It’s entirely reasonable to have questions about cost, the amount of time it would take to migrate from your legacy system, and the amount of downtime you might face, among others. That’s why we have two options to help you.
The first is our informative CCM Buyer’s Guide, which provides you with not only questions you should ask yourself, but answers that will help you figure out where your organization currently is with its customer communications solution and where it needs to be.
After reading the paper — or if you simply want to talk with someone about the questions you have beforehand — we are more than happy to help. Our staff will walk you through the process of migration and answer any questions you might have. We want to make sure you’re comfortable going forward with upgrading to a better customer communications solution.
Migrating to a modern customer communications solution doesn’t have to be a nightmare. With the right software — and the right people in your corner — the process can be a lot easier, and cheaper, than you might think. Contact us today by email at firstname.lastname@example.org, by phone at 866-418-3838, or fill out our contact form, to find out just how we can help you on your path to better customer communications.