The customer evolves with time. At 24 he or she might dream of owning an expensive gadget or going on a solo trip to the Falkland islands, but as they age, their desires will change - child's education, mortgage, pension plans will take prominence over owning an expensive gadget or going on a dream vacation. Change after all is the only constant, and the customer is no different. Also, in time their expectations from organizations or businesses serving them - banks, insurers, retailers, realtors, etc., will also change. And brand loyalty will be severely tested, if these organizations do not capitalize on their customer's hopes and aspirations by sending them relevant/personalized and timely messages - such as a special discount or offer on their birthday or anniversary. A part of the Customer Communication Management strategy for organizations, personalized messages such as these are extremely important in the digital age for providing a delightful customer experience. No longer considered a low hanging fruit, these are an essential ingredient of customer communication and engagement.
In order to enable personalized communication, the CCM solution should be such that it ensures the following:
- Enables non-technical personnel to create and update content without the help of IT professionals
- Has readymade features that can direct when and how the content is to be disseminated
- Has the ability to respond to the changing customer expectations in real time
OpenText for evolving customer expectations
For organizations desiring an improved CCM, or one synchronised to the requirements of the millennial customer, OpenText has emerged as a force to reckon with. Recommended by analysts across the globe, as one of the most formidable tools, OpenText Customer Communications Management (CCM) solutions have been delivering enriched customer experience to thousands of organizations worldwide. Below is a listing of what makes OpenText a viable option for organizations desiring to step up their customer engagement.
Ultra-personalized delivered anytime and anywhere : OpenText Exstream, named a leader in Gartner's Magic Quadrant 2017 for CCM space has proved to be a boon for organizations as it enables them to draft ultra-personalized, compliant, and consistent communications that can be delivered anytime and anywhere, without relying overly on technical assistance. In addition, it is also possible now for organizations to send communications that are perfectly timed to the "window of opportunity." Thereby ensuring that any communication emanating from the organization are relevant to the customer. Bang on.
With OpenText one can design responsive digital communication : OpenText Exstream is designed keeping in mind the requirement of the millennial customer for communication that is responsive, i.e., can be delivered regardless of device being used or screen size. With OpenText, organizations can design an omnichannel CCM using existing data and content and transforming what can be best described as regular customer communications into highly-personalized, engaging customer experiences and that too on channels of the customers' preference (print or digital and on mobiles, tablets and other sundry devices).
Content authoring and editing : One of the key advantages of OpenText CCM solutions is that it allows non-technical users the facility to create and change both text and graphic communication in templates without having to rely on technical help. Apart from the ability to create personalized content and edit it as and when required, users are also in control when setting to business rules.
Tracking and customer engagement analytics : Another important feature is the ability to track customer engagement analytics, which is highly desirable for organizations desiring to create that special "connect" with the customer. With OpenText it is possible to get a well-defined view of delivery, tracking and response information.
One to one and batch communication : Also, depending whether the requirement is for personalized one-to-one communication such as the one the businesses could send to the end customer on their birthday or anniversary or a mass production of bills and invoices, with OpenText CCM features for content authoring and interactive editing it is possible to improvise.
Lastly, the ability of OpenText to collate data and content from any application, whether it be an ERP software or a CRM tools like Salesforce make it an invincible tool for any organization in the digital age desiring improved customer engagement and experience. With OpenText, they can keep abreast of the customers' expectations and ensure a winning experience every time.
MORE FROM OUR BLOGS
Delivering multi-channel personalised CX for a leading government-owned electricity & gas distribution company in Singapore
A leading government-owned electricity and gas distribution company in Singapore, which specializes in providing sustainable energy solutions to all its customers required to upgrade OpenText Exstream from v9 to v16 for facilitating seamless customer communications across all touchpoint, needed to upgrade all supporting components like Exstream Designer, Design Manager, License Server, Live Editor and Command Center for efficient support, patches and upgrade
Designed a self-service portal to improve time to market for a leading European Insurance Holding Company
Espire set up a Service Portal using Quadient Interactive for a leading Insurance Company in Europe - that focuses on Customer experience & driving personalized communication, which provided interactivity to the service agents in updating the documents whenever required by directly using the service portal.
Enabling Seamless Cross-Channel Customer Experience for a Global Telecom Service Provider
The brand was using Pitney Bowes Legacy CCM suite for generating utility bills for >100, 000 customers, segregated in 9 bill cycles. Changing business requirements demanded an automated bill generation mechanism, existing application unable to manage communications for a large customer database, leading to reduced data credibility, 'miss-outs' and communication delays
Streamlined print management & workflows to improve digital customer communications management for a leading postal services brand
Espire studied the customer's key business bottlenecks and deployed scalable Quadient-based solutions to fast-track business outcomes, Leveraged Inspire Designer to develop one-single platform for the CCM application & Replaced different composition tools with Inspire Designer and successfully carried out multiple migrations, which included Doc1 Series 4 and 5 applications, FormScape, Solimar applications to Quadient Inspire
Automation of Print Stream for a Global Mail and Document Management System
The client was using latest folding / inserting equipment to automate the collation of mails including critical communications like outbound invoices, incoming payments and promotional mailings as well as payroll & vital employee communications.
Top benefits of leveraging cloud solutions for customer communications service providers
Leading customer communication service providers are leveraging agile CCM solutions hosted on cloud to drive contextual communications at the right time and through the preferred customer touchpoint. Cloud native CCM solutions are secure and a scalable way of future-proofing your business to achieve greater outcomes in record time
Digital transformation 4 top examples of driving engaging customer engagement across industries
Customer engagements across different touchpoints and devices have become a top priority for market penetration and building customer loyalty. With focus on Total Experience (TX) solutions, we are paving the way for enterprises to deploy & deliver the best Customer Experience (CX), Employee Experience (EX), and Business Experience (BX) - with overarching service offerings around Multi-Experience (MX), and User Experience (UX).
Maximize your customer retention with an effective digital communications strategy
In the race of acquiring more and more customers, most digital-first businesses underestimate the power of customer communications for retaining existing customers. A robust digital communications strategy not only ensures a seamless customer onboarding, but also improves customer experience, thereby, increasing customer retention.
Digital transformation usecases for the insurance sector
There is a need for a holistic digital transformation in the insurance sector to offer innovative solutions, keep pace with changing social, technological, economic and environmental change and identify new opportunities in real time. From engagement, retention, selling, and servicing, digital transformation has the ability to bring a customer in direct correspondence with an insurance company
Espires top 10 webinars for fy20 21 a win win for us our partners and customers
With FY20-21 in hindsight, in this blog, we share a list of Espire’s top 10 webinars from the past financial year that resulted in win-win for us, our partners and our clients!