Customer Communications Management (CCM) applications are one of the most crucial business applications, directly impacting brand positioning, marketing, and operations of customer-centric organizations. However, since CCM implementation affects entire organizations such as process, people, and performance, there are a number of challenges that enterprises may stumble upon in getting a successful implementation done.
1. Setting Implementation Goals
Organizations buy licenses 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, projects are delayed and solutions do not meet requirements.
2. Disjointed Legacy Systems
Integration with legacy technology is one of the biggest roadblock in adapting modern customer communication tools. Multiple data sources, dis-joined applications make the implementation critical and 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 use 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. Now you are looking to gain maximum out that investment that require expert resources but not having right people in your team, compromises the optimal performance. Improper implementation will result in reduced application speed that will impact turnaround time and costs for the longer run.
Many companies partner with typical IT services companies to implement their CCM platform which may not be the best strategy. A function as critical as customer communications needs to be managed by domain experts.
An efficient CCM implementation can significantly improve an organization’s workflows, turnaround time and costs to manage customer correspondence. Doing it right is definitely worth the extra effort (and will most likely save you resources in the long run).
How IT Managers can reduce their burden during CCM Implementation
A few factors that will not only minimize risks but also ensure project’s success are–agile methodology and step-by-step approach defined after regular scrum meetings across business functions including – marketing, documents, compliance, and IT. A comprehensive re-engineering plan based on following phases will help:
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
Customer communications is a periodic process that is used to manage communications between an organization and their customers so, you would neither want to leave loopholes that can cost any errors or affect critical-path of your process. CCM implementation is the crucial factor that if once set well, ensures an efficient process and customer experience in a manner you want it to be.
At FCI, we have helped several customer-centric organizations in BFSI, telecom, utilities, and healthcare successfully implement and manage CCM applications. We have over a decade-long experience on leading edge CCM platforms such as – GMC Inspire, HP Exstream, Doc1, XMPie, ISIS Papyrus and we recently started Doxee as well.