Maximize your customer communications ROI through customer communications management (CCM) technology

Are you maximizing the value of your customer communications outsourcing vendor?

If you’re only sending them static PDFs, the answer is probably “no.” Your customer communications provider can do so much more. By providing them with raw data (XML, JSON, CSV, etc.), the provider can upload it into a customer communications management (CCM) solution to produce dynamic, personalized multichannel communications. 

By providing raw data, you can improve the customer communications experience through multichannel delivery and personalized messages. Dynamic layouts help you avoid awkward white space and allow you to capitalize on cross-promotional opportunities. The CCM provider can also reduce file sizes to save network bandwidth and optimizing the file for discounts on postage. Furthermore, you can maintain agility, security, and compliance to mask data for better security and governance.

Improve the customer experience through multichannel delivery and personalized messages 

A static PDF leaves you locked into one format: an 8.5 x 11” page. That’s fine for printed mail, but what about the customer who wants customer communications digitally? 

A CCM provider takes raw data and pushes it into the customer’s desired format, whether that’s a printed communication, a mobile-responsive email, a secure web portal layout, or a text alert. Now, customers can receive communications how they want, making them feel that you value their business. 

Sending your CCM provider raw data has another advantage – you can easily implement business rules to check customer communication preferences. If a customer prefers digital messages to print, the system automatically redirects the data to an SMS or email, saving you money on printing costs.

Dynamic layouts: lower costs and make the most of cross-promotional opportunities 

The PDF looks fine when you designed it. Yet, when your vendor prints it, the table on the first page somehow migrated onto another page. Or, that line of text that was supposed to be at the bottom of one page winds up at the top of a brand-new page, which costs you more to print. 

CCM software helps you avoid these problems. It can dynamically expand or shrink tables and move text fluidly, so your text stays on a single page if you’ve designed it that way. You don’t have to pay to mail nearly empty pages. 

Additionally, dynamic layouts allow you to add cross-promotional messages based on a customer’s preferences and information. For example, if a banking customer is eligible for a high-interest savings account, their next statement would be a great place to promote that offer. 

Take advantage of file optimization and postal discounts 

A static PDF file can take up gigabytes of space, which strains your network bandwidth. Data files, conversely, are lightweight, consuming mere megabytes. When you transfer data files, you’re freeing up your network bandwidth for other mission-critical information. 

Sending data files rather than a static PDF means you can also take advantage of postage discounts. When your CCM provider controls communication composition, they can add Intelligent Mailing Barcodes (IMb) and index files inline, so mailings can be grouped by ZIP code. That means you can qualify for USPS automation discounts before your documents are printed. 

Maintain agility, security, and compliance 

Compliance requirements change. When they do, they could affect your customer communications. 

If you’re sending static PDFs to your vendor, your internal IT team will need to re-code the legacy backend systems that generate those PDFs—a process that often takes months. However, if you’re sending your vendor data files, you only have to update a single pre-composed template on the CCM platform. It’s a simpler process that saves time and keeps you agile while maintaining compliance. 

Static PDFs can also pose a security risk. These documents could contain personal identifiable information (PII), and that could sit exposed on local servers or in transmission history. Data files, on the other hand, is sent through secure file transfer protocols (SFTP) or an application programming interface (API), both of which allow for encryption and auditing. 

Get greater value out of your customer communications outsourcing 

Your CCM provider can help you get greater value out of your customer communications through a combination of technology, processes, and strategy. Computershare has over three decades of experience working with financial services organizations to create, manage, deliver, and archive customer communications. 

Discover how Computershare can help you maximize your customer communications ROI. Contact us today.