Customer Communications Management

Personalized and interactive omni-channel communications for an integrated and cohesive CX

Overview

Respond to rapidly changing consumer behaviour and demands by rethinking your customer communications strategy. At Espire, we help organizations build strong ROI driven customer engagements with end-to-end customer communications management solutions.

Enable a unified omni-channel customer experience on all devices and channels with on-demand, interactive or automated batch communications. Reach out to your customers through their preferred channels – print, text/email, digital, mobile, chatbots or storefront -and manage brand objectives, content security and regulatory compliance. Personalize every step of the customer journey with relevant content powered by AI and ML.

Technology Partners

With expertise in leading CCM tools and technologies, Espire is a leader in the design and implementation of CCM strategies to enhance customer experience and build profitable customer engagements for our clients.

Offerings

Powerful stack of solutions to address all your customer communications challenges including integration with back-end applications, AI/ML enabled analytics and Intelligent Automation (RPA, Chatbots & Low Code Platforms). Espire’s proprietary CCM implementation frameworks also ensure lower time to implement and market.

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Advisory & Consulting

Consultants from Espire's CCM Centre of Excellence on hand to help organizations meet marketing, sales and communication objectives

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Design & Development

End-to-end services: Pre-processing, document composition, post-processing, production set-up & post-production, communication delivery, archival and retrieval

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Migration & Upgrades

Retire legacy CCM systems and migrate to modern omni-channel CCM platforms to stay ahead of the competition. Get the most from latest features and capabilities by upgrading to the newest versions of your CCM toolsets.

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Managed Services

Espire’s team will work as an extension of your CCM team, to manage processing, production and delivery of your customer communications projects.

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Integration with Business Applications

Integrate business critical applications with CCM systems a 360-degree customer view, a unified customer experience withprovide real-time accurate information

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Testing

Eliminate process and application errors with our re-usable testing frameworks and leading testing tools, driven by SEI CMMI level 5 Ver 1.3 (DEV + SVC) and ISO 9001:2015 appraised testing processes

Benefits

Enhanced CX & Engagement
Increase customer acquisition & retention

AI/ML driven customer insights enable intelligent communications/campaigns leading to more customer wins and loyalty
Personalize communication

Deliver relevant communications for a more meaningful connect with the customer
Decrease time to market and improve efficiency

Empowering marketing, sales and other business teams to deliver timely, impactful and targeted communication with minimal dependency on IT resources
Omnichannel user experience

Unified and seamless cross-channel communications ensuring consistent messaging at every stage of the customer journey
Compliance

Manage risks by ensuring compliance to regulatory norms with automated modern CCM systems

Espire Insights

Boosting Customer Retention with Personalised Communications across Devices & Channels

One of the top life insurance companies in Singapore, operating for over 85 years. It provides financial solutions to customers through a multi-channel distribution network.

Delivering Personalised Customer Communications to drive Greater Business Outcomes

Major US holding company providing insurance, investments and many other services to 27 million customers – including policy services in 52 states, with different regulatory policies.

Building Customer Loyalty with Personalised Multi Channel Interaction

The client was handling its communication processes fully in-house using a single delivery operator. The process lacked flexibility and was highly expensive. It was also difficult to manage the bank’s needs

Crafting Bespoke Claims Handling System for a leading UK based Insurance brand to enhance Customer Retention

A leading UK-based Insurance brand dealing primarily in claims business, which specializes in employer's liability and third-party insurance coverages for over 100 years now.

Enabling Seamless Cross-Channel Customer Experience for a Global Telecom Service Provider

Espire implemented a customer communication management solution for a leading telecommunications service provider, for delivering relevant & personalised bill statements through multiple channels.

Positioning your ccm and cxm strategy for success in 2021

Today, organizations not only face an empowered and tech-savvy customer but also one that is cautious, concerned, engaged and not very loyal. Positioning and formulating a robust CCM and CXM strategy for brands in 2021 would require mapping the evolving customer behavior and requirements, customer inhibitions and spending pattern, which is constantly been reshaped by the ongoing pandemic.

Path towards digital 5 ways print service providers can beat the pandemic

Current COVID-19 challenge has fast tracked the push from Print to Digital with Providers now being forced to bring in digital solutions much faster in their roadmap. Budgets are being relooked to focus on investments in digital technologies and solutions, and reduce on operational spends, factories consolidation etc.

Beyond covid19 the smart path from ccm to cx transformation

Brands need to be armed with well-managed centralized CCM platform to support hyper-personalized, real-time, multi-channel and interactive & contextual communications leading to improvised & seamless CX anywhere, anytime!

Covid19 espires business continuity plan with focus on health and safety

We, at Espire, are committed to combat the adverse effects of COVID-19 and continue to provide uninterrupted services to our business fraternity, while ensuring that the health & safety of our employees is not compromised

Wealth management areas of improvement in cx and onboarding with intelligent automation

On-boarding new clients is a critical area for reasons of optimising 'customer experience' and ensuring high 'operational excellence'. Clients expect a slick, frictionless experience so that they can quickly engage with Wealth Manager to ensure their financial future is secure.