CCMS for Commercial Services

Customer Communications Management software for Commercial Services companies covers a diverse range of business needs: legal, accounting, consulting, recruitment services, property management and many more

Each business area has its own particular challenges but all consistently need to capture new customers. Once a customer is won, the business must provide exemplary service to keep them happy and grow their individual revenue contribution.

Every business faces growing customer expectations with regard to speed of response, accuracy and completeness of correspondence, choice of response delivery device, etc. In a rapidly changing technological environment, maintaining competitive advantage can become increasingly challenging to both business and technical teams.

At icon^uk, we believe that how businesses manage their customers communications is key to attracting new customers and in keeping (and growing) those already won.

Having a clear, efficient and implemented Customer Communications Management Strategy (CCMS) and the appropriate software are increasingly critical elements of a comprehensive sales and service strategy.

Commercial - Benefits

The benefits of a comprehensive, responsive and properly implemented Customer Communications Management strategy (CCMS) are clear:

Enhanced Market Share - differentiate your business propositions ahead of competitors. Bring all customer information together at the point of use. Produce immediate, relevant and accurate bids, quotes and contracts, delivered through internet, print, SMS or other relevant channels - whether you win new customers through marketing-led self-service, field sales or call centres.

Increased Customer Retention - savvy customers expect to be able to access their records quickly and easily. They expect them to be accurate and complete. Organisations which consistently meet customer service expectations maintain the highest satisfaction ratings and retention levels.

Improved Staff Satisfaction - sales, service and operations staff need accurate, consistent, 360⁰ views of customer information to be able to respond to customer needs freely and safely in any correspondence. Providing staff with better means of responding to customers - without compromising legal, compliance, branding or business process constraints - increases staff satisfaction as well as productivity.

Reduced Costs - rationalise document creation and output systems across the enterprise to give direct cost savings in IT hardware, software, facilities, document-related staff, paper and postage. Exploit new capabilities through simplification of processes, generating further large savings.

The efficiency of business processes and the importance of Social, Mobile and e-Media technologies require a close integration of all document-related processes within the organisation. Key benefits include a strong Return on Investment, enhanced customer engagement, increased sales and reduced risk. icon^uk Customer Communications Management (CCM) solutions can deliver these benefits - and more.

Commercial Services - Uses

Business pressures and opportunities are impacting on organisations at an increasing pace. Innovations are necessary in response to increasing global competition, social networking and consumer technologies and the frequency of legislative and regulatory changes.

With changes in client expectations resulting in pressure on fees and proving value, organisations must find new ways to control costs and improve both engagement and utilisation levels. Existing investments can be leveraged with new tools such as document automation and component CMS technologies and smart information management processes.

The application of such Customer Communications Management thinking is wide ranging. Common use types covered include:

• Structured monthly, quarterly or annual statements, invoices and other scheduled materials usually automatically produced in batch mode.
• Interactive applications that can be used by call centre agents, administrative staff and field staff in constructing collaborative documents or writing to customers.
• Self-serve uses include on-demand applications where customers use the web (via fixed or mobile devices) to obtain status and usage information or see offers.
• A full 360⁰ view of all enterprise information relevant to a particular situation - with access by all staff alike in dealing with customers and constructing documents.

Examples include:

• immediate confirmation of a new engagement issued to a contractor via SMS, mirroring back-to-back terms issued by email, subsequent batch print to a client manager, optional subsequent digital signature document exchange
• rapid composition of a letter to a legal entity with containing all relevant details and current terms and conditions. It references past correspondence, side letters, emails and conversations. Together they form a complete memorandum of understanding.

Stringent operating norms and compliances are compelling organisations to focus on smarter processes and integrated enabling technologies. The benefits are reduced operational costs, optimal use of existing capacity and increased efficiencies - all assisting profit margins.