CUSTOMER COMMUNICATION MANAGEMENT
To give themselves a real competitive advantage, organizations should put the customer experience at the centre of their digital transformation.
Customer Communication Management (CCM) is part of the strategy to digitalize the customer journey. CCM evolved naturally from EOM and provides the digital tools needed to fully manage all of the information flows between the company and the customer. It offers "responsive" communication design capabilities for personalized omnichannel distribution (email, mail, web, social media, SMS, etc.).
As well as increased productivity, these platforms break down silos within the organization, improving the customer experience and ensuring the regulatory standards for outgoing communications are adhered to.
Aerow can help you integrate and deploy CCM tools to redesign your customer journeys. We can help you optimize exchanges with your customers by creating differentiating experiences to ensure customer satisfaction.
CUSTOMER COMMUNICATION MANAGEMENT: CASE STUDY
The challenge:
As part of its modernization project, we helped a major player in the insurance sector select and implement a customer communication management platform.
The AEROW +:
The work we did for our client included:
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Selecting a solution:
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Preparing evaluation workshops
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Drawing up a list of recommendations
Scoping and assisting with the implementation:
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Reviewing outgoing documentary collections
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Document modelling and EOM repository
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Setting up omnichannel distribution (paper, SMS, email, web portal, etc.)
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Establishing an archiving policy
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Preparing and monitoring acceptance testing
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Change management
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The result :
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Personalized omnichannel communication and a better user experience
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Reduced mail processing costs
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Improved collaboration
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Information governance and GDPR compliance
