Cloud-based CCM technology is not a fad; rather it is a technological revolution that has taken the world by storm. In the last few years, organizations have shifted their focus from traditional hardware-based model to a more scalable, efficient, flexible and cost-effective model – ‘The Cloud’.
Small and medium-sized organizations have already realized its importance and have started migrating to the cloud-based setup. The way in which cloud is revolutionizing organizations and helping them deliver experiences to their customers is beyond leaps.
By 2020, a corporate “no-cloud” policy will be very rare, just like how “no-internet” policy is rare today.
Speaking about Customer experience, cloud-based CCM (Customer Communication Management) is one such innovation that comes with bundles of offerings and feature-rich capabilities helping organizations deliver experiences as per the customer’s preference. Cloud CCM is already being considered as the next big thing in the customer experience domain and is swiftly meeting the ongoing demands of the new-age businesses. To learn more about how cloud CCM can enhance your customer experience, click here.
Are you ready for Cloud-based CCM?
Organizations are strategically making a move to the cloud-based setup for a number of reasons like; IT infrastructure maintenance, software licensing, scalability and higher compliance risk, etc. Additionally, the leading CCM developers are increasingly focusing on cloud-based applications. However, security remains a big concern when adopting a cloud-based setup.
Organizations dealing with huge customer database such as banks, utility, and healthcare services are the most vulnerable to these concerns. Thus, it becomes dubious whether the security of the cloud-based CCM is truly akin to the traditional on-premise platforms.
Moving to the cloud can be a tough decision for organizations especially when it involves risk factors. Here is when organizations can decide to make the right move to a cloud-based CCM platform:
- Modernizing Legacy environment: To address customer communication management challenges, organizations need an agile solution that will enable them with capabilities to effectively manage the digital and physical process of communications. This involves an immediate investment on the organization’s part which is a cost-intensive procedure and needs a team of IT professionals to manage the hardware setup. Thus, it is advisable for the organizations to go for a cloud-based setup that will solve the challenges of maintaining a legacy platform. With the cloud-based setup, these organizations can then ensure a structured and centralized control that gives them the opportunity of being agile and stay up-to-date with varying customer needs.
- Customizing communications: Customer communications have evolved over the past few years undermining the traditional and static interactions. The new-age CCM technology is more inclined towards providing hyper-personalized and dynamic communications. For this, organizations need to ensure personalization at every level and focus on customer behavior and patterns via different customer touch-points. All this demands the access to customer information and a customer journey mapping technique which is easily possible with a cloud-based CCM technology. Such technology takes customer experience several notches higher as customers can now interact with their service providers in real-time. All customer details, history of transactions, consumption details and much more can be manifested in the dynamic document assisting customers to review/raise concerns while consuming the information.
- Data Security: Any customer-facing organization has a principal consideration to maintain the security and privacy of their customer’s Personally Identifiable Information (PII). With the lack of security checks and data leakage, an organization can simply lose their customer’s trust and develop doubts in the mind of their prospects. To avoid such scenarios, a next-gen CCM technology uses encryption methodology where the data sets are encrypted when digital communications are being generated over the cloud or even at a trusted print service provider outside the company’s firewall. With such an approach, organizations can create communications by collaborating with different vendors but keep the sensitive data within their secured environment.
To ease the journey to the cloud, FCI has introduced a new cloud-based offering where a business need not purchase CCM software but can still deliver communications at power with large enterprises. To learn more, you can request your personalized demo here.