Customers expect a great experience every time they interact with your business. Whether it’s through digital or printed communications, they want to receive relevant and engaging content that is personalized to their needs.
With a comprehensive customer communications management (CCM) solution, you are able to enhance the experience of your customers at every touchpoint to build greater loyalty. You can continue to use your existing business applications but with a complementary system to maintain consistent, reliable messaging and information delivery throughout the customer journey.
Our CCM system gives you the tools to create personalized interactions that exceed customer expectations. Additionally, as digital traffic increases, you can scale up quickly and deliver huge volumes of omnichannel communications with speed, reliability and flexibility.
Macro 4 has over ten years of experience implementing enterprise communications solutions for global companies.
Our solutions allow you to:
Remove departmental silos and speak with one voice throughout your business
Adapt messaging in real time in response to how customers are reacting
Turn uninspiring paper documents into interactive digital formats
Manage data security, privacy and compliance in line with global regulations and best practice
Maintain a complete communication history so you can respond to customers quickly and knowledgeably
Customer communications management challenges
A key driver for digital transformation is to improve the customer experience in the online world. As the battle for market share intensifies, businesses are seeking new ways to attract online customers and deliver better digital services. In order to stay competitive you need technology that empowers you to seize new market opportunities quickly and accelerate your digital transformation.
The challenge
Customer information is hard to access
Customer information is not easily available to frontline staff
Data is stored in multiple formats and on different systems
Outdated and manual systems
Customers make contact via disconnected channels
Channels and departments don't communicate or share information
Lack of personalization
Customer documents are prepared manually in multiple formats
Documents and offers are not personalized to the customer
The results
A backlog of customer queries
Inefficient teams and processes
A lack of customer visibility
Low productivity
Poor customer experience
Poor employee experience
Time-consuming systems
Deliver better customer communications
With Macro 4, you can quickly optimize your documents and digital messages for efficient multi-channel communications, using web portals, mobile apps, emails, social media, print and more. Our CCM software works with your current systems and outputs to deliver a cohesive communications experience for your customers:
Use business rules to decide which documents and messages are sent to which customer, and when
Combine information from different business systems with real-time data to create compelling communications
Provide secure online access and self-service features for customers and employees
See at a glance whether communications have been successfully delivered
Seamlessly redirect communications to alternative channels if there’s a delivery problem
Save time by creating new, improved communications from your existing documents and systems
A one-stop solution for customer communications management
A Macro 4 customer communications management solution gives you centralized control of all your information delivery processes and digital marketing assets.
The benefits
A seamless customer experience
Manage all communications in an integrated way to ensure consistency across business units and channels
A single customer view
Give staff immediate access to all customer information, allowing them to resolve customer queries much faster
A joined-up approach
Interact with your customers using multiple channels quickly and easily to ensure a seamless customer journey
Personalized communication
Tailor messaging to individual customers across departments to improve engagement and provide the personalized service customers expect
Reduced costs
Increase use of digital channels and reduce your print and mailing costs
The result: increased customer satisfaction and loyalty
Increased productivity
Higher service quality
Improved customer experience
Reduced costs
Enhanced efficiency
Our customer communications platform
Our customer communication management solution is built on Columbus, a powerful software platform that makes it easy to deliver personalized omnichannel communications at scale. Columbus works with your current systems rather than replacing them, so you can get started quickly and deliver results within weeks. Find out more about Columbus.
Frequently asked questions (FAQ)
What are typical customer communication challenges?
Companies face many challenges when trying to keep customers loyal. One of them is delivering strong, consistent communications across every channel. Every time a customer interacts with you it’s an opportunity to make a positive impression, whether they are considering a purchase, contacting your sales team, raising a service enquiry or receiving a bill. However, that can be easier said than done. Many organizations will be familiar with these common customer communication challenges:
- Different parts of the same organization use different, unconnected systems to communicate with the same customer, leading to a disjointed service and a poor customer experience
- Frontline staff are unable to access all relevant customer information in one place, so it takes longer to respond to requests and customers are kept waiting
- Customers’ individual needs and preferences are not known or acted upon, so all customers receive similar marketing offers, leaving them anywhere from indifferent to frustrated – and much less likely to make a purchase
- Customer documents produced by different departments have an inconsistent look and feel or even contain conflicting information as there is no way of checking everything is aligned
- Business teams struggle to communicate in ways that customers prefer – such as through messaging, apps or even email – because they are using older systems that don’t support these channels
- The volume of online customer interactions has increased significantly, and websites, apps and back-end systems are now struggling to cope
What are the benefits of effective customer communications management?
Having an effective customer communications management solution in place brings multiple benefits to your business, impacting different departments positively in a variety of ways. Here are some of the results you can expect to see from a well-implemented CCM solution:
For sales and marketing
- Shorter marketing campaign lead times
- Higher quality campaigns, with better conversion rates
- Increased sales and reduced customer acquisition costs
For operational business units
- Less time spent fielding minor enquiries as customers can use self-service
- Faster resolution of customer issues, with less effort
- Greater customer satisfaction, stronger customer relationships and improved customer retention
For the IT department
- Faster, more affordable implementation of new communications initiatives
- Easier rollout using a single, scalable system for all business units
- Compliance with regulatory requirements for legal archiving, non-repudiation and data privacy
For customers
Ultimately, the main purpose of a CCM solution is to make your operations run more smoothly so that you can deliver a better service to benefit your customers:
- Create outbound communications that are genuinely useful for your customers, not spam
- Facilitate easier interactions between staff and customers, using any communication channel
- Provide a more responsive service from consistently well-informed staff who have access to accurate, comprehensive information
What does customer communications management software do?
Customer communications management software consolidates the various channels of communication you use to provide information and services to your clients. It’s a centralized platform that brings together your internal processes, systems and data to create the engaging, personalized interactions that customers expect.
CCM software manages communication through different channels, such as mobile apps and web portals, email, social media and print, and allows you to switch easily between them. It can also match the communication channel to customers’ delivery preferences, so each customer receives the right information, in the right place, at the right time.
A customer communications management software solution should allow people throughout your organization to handle all forms of customer interaction – from transactional and promotional communications, sales correspondence to ad hoc documents and messages – from one central location. This will help you to break down silos of communication in your organization and deliver a consistent experience that increases customer satisfaction.
How can Macro 4 help with your customer communications management challenges?
With our CCM solution you can remove departmental barriers to communicate consistently and effectively throughout your business, using personalized messaging to - respond in the moment to how customers are reacting. We help you to maintain an accurate communication history so you can respond to customers quickly and knowledgeably, and create interactive digital communications in a variety of formats that engage and inform. Our solution can handle many millions of daily customer interactions and meets global standards for data security, privacy and compliance.