Organisations that have deployed Customer Communications Management (CCM) applications would undoubtedly admit that these systems play a pivotal business role, directly impacting their brand positioning, marketing, and operations. Owing to their critical contribution, CCM solutions come with a handful of challenges that enterprises might stumble upon while getting an implementation done. These challenges could be:
1. Setting Implementation Goals
Organizations usually buy a license that is not a packaged solution but a framework that can be used to build a solution. When decision makers do not have well defined goals and timelines, these solutions do not meet requirements and consequently, projects are delayed.
- Disjoint Legacy Systems
Integration with legacy technology is one of the biggest roadblock in adapting modern customer communication tools. Multiple data sources and disjoint applications make the implementation complex. Other internal factors like slow pace of delivery and cultural constraints hinder the progress.
3. Ongoing Communications
Unlike standard business applications, CCM applications take longer to implement and be used at full potential. The data produced during the time cannot be used readily with the system being implemented. To handle customer correspondence in due time, there should be an efficient strategy in place to mitigate allied risks.
4. Expert Resources
Your organization has invested a cash-pile into a CCM platform and you’re looking to gain maximum out of that investment. This requires expert resources, and not having them compromises the platform’s optimal performance, impacting turnaround time and costs in the longer run. Many companies outsource the implementation of their CCM platform, unfortunately, this may not be the best strategy. A function as critical as customer communications needs to be managed by domain experts.
To overcome these challenges, managers need to design a comprehensive re-engineering plan based on following phases:
Phase 1: Study Current Documents & Requirement Gathering
Phase 2: Development & Quality Assurance
Phase 3: Migration, Live Testing & Final Go Live
Phase 4: Ongoing Production & Support
A successful CCM implementation requires organisations to prevent structural loopholes in each of the above phases, and this is precisely where FCI has helped numerous customer-centric organizations, belonging to sectors like BFSI, Telecom, Utilities, and healthcare. We have over a decade-long experience in leading edge CCM platforms such as GMC Inspire, HP Exstream, Doc1, XMPie, ISIS Papyrus and Doxee.