Integrated CCM Platforms: How Document Generation Fits into Multichannel Communication Strategies

Modern customers expect relevant, highly personalized communications. They expect brand communications to be representative of their context and preference. Hence, the use of a reliable digital document creator like Customer Communications Management (CCM) system has become important for discerning businesses.

CCM platforms with document generation capabilities provide a centralized repository for creating, storing, and managing templates and content for various types of documents like invoices, statements, contracts, marketing collateral, and more. They can act as a digital document repository and streamline customer data into a centralized content manager, ultimately resulting in a seamless experience for your customer. Modern CCM platforms support multichannel communication, and go much beyond print. With its assistance, documents can be shared via emails, text messages, WhatsApp and more.

Many companies struggle to deal with increasing operations costs, information in silos, lack of visibility into communication costs, and the need to reduce print and postage spend. This is where CCM systems come in.  They can be used to generate and share multiple types of documents, including:

  • Structured documents:  These are the documents that tend to be scheduled, formatted, and rarely require changes. Examples of structured documents include bills, invoices, or statements.
  • Batch documents: Business communications often need data packages with several hundred of pages that include multiple types of documents like invoices, contracts, reports, and more.  Such high-volume document packs can be sent out to several recipients as per each of their preferred channel and schedule.
  • On-demand documents: Businesses would typically run into times when it has to produce documents on the fly. CCM solutions allow for improved on-demand document production. Such digital document solutions are typically triggered by requests from various incoming channels. On-demand document production can be automated or done manually.

Document generation in CCM platforms is scalable and adaptable to changing business needs.

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