URL: www.cincom.com.au
Email: info@cincom.com.au
Address: Level 4, 123 Epping Rd, Nth Ryde, NSW 2113
Telephone(s): +61 2 8875 1400
Cincom
Cincom Eloquence is a customer communications management (CCM) solution that gives you the tools to design, deliver and deploy documents. Eloquence allows you to create a better customer experience while reducing risk, time and costs associated with CCM processes, improving your brand image and increasing revenue. Communications can be digitally delivered via an attachment in an email, a HTML email or a link in an SMS etc.
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What Is Customer Communications Management (CCM)?
Business—and especially information technology—is awash with acronyms and terms that can leave you scratching your head. What does that mean? Do we have one of those? Do we need one of those? If we do, how have we been getting by without it? If you hear any of these questions in your organization, you are not alone. So let’s see if we can help.
Customer Communications Management (CCM) Defined
CCM is the integrated set of solutions to design, deploy, deliver and manage interactions with customers across your business. CCM software systems provide a platform for the many types of correspondence and conversations that take place between the organization and the customer through many channels and devices.
Choose Your Process: Structured, Interactive or On-Demand
CCM software supports content types such as letters, invoices, correspondence, marketing materials, policies, statements and welcome kits. To make understanding easier, we have divided communications-use cases into structured, interactive and on-demand processes to help business-process pros get a better handle on application needs.
- Structured processes run in batches, often in large volumes. Structured output is scheduled, consistently formatted and sent as part of a service relationship much like billing reminders, Summary of Benefits and Coverage (SBC) and policy renewals.
- Interactive processes marry custom content or data with a preset structure. Interactive processes require the human touch, often matching variable customer data with structured templates, providing a more personalized communication. Examples include customer correspondence, approvals/denials and notifications.
- On-demand processes are triggered by events from the Web, fax, phone, email, transactional systems or enterprise applications.
How CCM Addresses Critical Business Issues
Your business faces multiple issues every day, ranging from simple replacement of copy paper to retaining valuable customers. While some issues are trivial, others are highly significant—they determine whether your business succeeds or fails. These are the critical business issues; the top priorities of your company’s agenda that need to be addressed quickly because they directly impact your success.
Most companies determine that they need a CCM solution after they have identified an overarching critical business issue: poor communications are impacting customer satisfaction ratings.
A simple example might be claims correspondence. Your claims representatives may have to “cut and paste” information from multiple applications into a word processor just to generate a claim letter. If they make a mistake, your customers, who are already stressed because it is a claim (and the ones completing your customer satisfaction surveys), will let you know by calling your contact center confused or worse, upset.
You’ve just increased your risk, your costs and your productivity, and have put your customer relationship in jeopardy. A customer communications management solution can help make this much easier and error-free.
Other exhibits
Cincom has CRM exhibits in both the Australian and New Zealand pavilions.
CRM Australia | CRM New Zealand
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Thought leadership:
Rising uptake on CCM
The five factors driving growth in cx comms…
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7 myth-conceptions about customer communication solutions
Separating fact from fiction…
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Cincom presents: Liz Forsyth, Northcott
Leadership in 2021 at Northcott…
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Cincom presents: Mark Fitzgibbon, nib
Leadership in 2021 at nib…
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Cincom presents: Belinda Dimovski, Red Cross
Leadership in 2021 at Australian Red Cross…
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Automation – A Practical Guide to Digitising CX
Stalled digital transformation? Get the basics right…
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Slashing pricing complexity with CPQ
Leading forklift provider moves to bolster sales effectiveness…
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Insurtech: Improve the customer experience
Policy documentation is an opportunity to delight, or dishearten…
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InsurTech: Delivering consistent communications
Four best practices to empower customer facing resources…
read more....
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Posts by industry:
| Central Government 2 | Rising uptake on CCM |
| 7 myth-conceptions about customer communication solutions |
| Financial Services 4 | Rising uptake on CCM |
| 7 myth-conceptions about customer communication solutions | |
| Insurtech: Improve the customer experience | |
| InsurTech: Delivering consistent communications |
| Local Government 2 | Rising uptake on CCM |
| 7 myth-conceptions about customer communication solutions |
| Media/Marketing/Comms 2 | Rising uptake on CCM |
| 7 myth-conceptions about customer communication solutions |
| Telecommunications/Utilities 1 | 7 myth-conceptions about customer communication solutions |
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