Choosing the Best CCM Software For Your Company: 9 Things to Look For

Ira Brooker    Written: September 3rd, 2021      Updated: April 8th, 2024

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In today’s Digital Era, it can be hard to prioritize genuine human connectivity. This is true, in particular, when you’re running a business. As a responsible business owner, you prioritize streamlining operations as much as possible.

That’s why you understand the value of software that meet your business’s specific needs. Still, you don’t want to underestimate the value of high-quality customer service. That’s why you need to be picky about choosing Customer Communications Management (CCM) software. Investing in the ideal CCM software is worth considering, after all.

Consider the following statistic regarding consumers throughout the United States. It indicates that as of the year 2017, buyers are willing to spend 17% more at businesses that provide excellent customer service.

In other words, your CCM software needs to deliver features that prioritize the needs of each customer. Well, detailed below are nine things to look for when choosing that software.

1. Omnichannel Communications

A CCM solution that offers customers a seamless experience across all of their preferred channels of communication allows your business to make strong connections with consumers. A customer who can expect consistent communications via email, SMS messaging, online chat, and any other channel they use is more likely to stay loyal to your organization.

Find out more about Omnichannel Communications

2. Easy to Use Without IT Assistance

Customer communications need to be flexible and easy to adjust on short notice, but too many organizations still rely on solutions that require assistance from the IT team to make changes. 

Your CCM software should be intuitive enough that even less tech-savvy business users can navigate the controls and make edits and corrections without IT intervention.

3. Automated Template Management

While personalized communication strategies are critical, automated templates are also a key benefit of using CCM software. Forms such as applications, proposal requests, and other documents can be automatically generated with high-quality CCM software.

A solution that includes a template library, reusable content fragments, and automated approvals workflows can streamline your communications considerably.

Find out more about Template Management

4. Cost-Effectiveness

As a responsible business owner, your top priority is your company’s bottom line. You want to make sure that your investment in CCM software is worthwhile. You may be reluctant to put money into an upgrade that will just need to be replaced.

In fact, CCM software like EngageCX by MHC is designed to scale and grow along with your changing business needs. That allows you to quickly change volume and adjust distribution as your situation demands.

Find out more about CCM Software EngageCX 

5. Personalized Communications

80% of people say that they are more likely to buy from a business that provides personalized experiences. At first glance, you might think that using software to communicate might seem like removing a personalized experience. In fact, your CCM software is an opportunity to enhance your personal interaction with customers. EngageCX makes it easy to craft tailor-made communications that address specific needs and preferences of specific customers and target audiences.

Find out more about Personalized Communications

6. Consistent Branding Across Communication Platforms

Modern CCM software also offers new opportunities to promote your brand. Automating workflows and document template management creates a more consistent customer experience over multiple channels. Your logo and mission statement, for example, can be displayed across all communication. th EngageCX, any updates to logos, taglines, or other brand elements can be automatically performed across your full set of document templates. That helps develop loyalty to your brand both through CCM and platforms like social media.

7. Document and Workflow Automation

Creating complex documents can be a tedious and error-prone process when it’s handled using outdated or manual processes. EngageCX makes document creation faster and more accurate by automating workflows and allowing you to build from an extensive template library. 

Assembling documents using reusable content fragments and adjustable templates makes putting together complicated documents a breeze, while automated approvals routing ensures that every document gets where it needs to be, when it needs to be there.

Find out more about Document Workflow Automation

8. Stronger Cybersecurity Measures

It’s an unfortunate truth that we’re living in a golden age of cybercrime. Attacks like ransomware, malware, and phishing can damage a business’s reputation and hurt your bottom line. 

A CCM software solution like EngageCX automates many of your cybersecurity functions while backing up sensitive customer data in secure, cloud-based storage.

9. Effective Customer Journey Mapping

Customer journey mapping is an essential feature to look for in CCM software. The map provides deep insights into your business and helps you visualize your customer’s interactions with your brand.

Automatically laying out vital customer journey data in this visual shorthand helps you understand and address challenges such as consolidating data from multiple channels, tracking data for multiple personas, and understanding why customers end their journeys with your business.

Find out more about Customer Journey Mapping

Invest in the Best CCM Software on the Market

CCM software EngageCX from MHC provides all nine of these crucial CCM features, and much more. Automating communications with CCM provides faster speed, excellent analytics, and easy navigation. EngageCX offers a comprehensive, scalable solution that creates a more consistent, more personalized, and easier-to-use communications experience for all of your customers.

Ready to learn more about how EngageCX can energize your communications? Schedule a demonstration and our in-house experts will walk you through a tailor-made solution built to address your business’s specific needs and goals.


Get to Know MHC!

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From document capture and content creation to employee self-service and other critical use cases across the enterprise, you can combine and configure MHC’s automation solutions to empower teams to meet goals today – and for the long game.

Download our guide and find out how MHC Automation can help you improve service, manage compliance, and drive ROI.


Do you have a question about our customer communication management solutions? Want to schedule a demo? Fill out our contact form and one of our experts will be in touch with you soon.

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