Customer Communications Management

Automate the entire customer communication process, from production and assembly to personalization and omnichannel delivery.
Customer Communications Management

How Automation Solves Key Communication Challenges

Businesses investing in automation often overlook customer communication management (CCM), a crucial aspect to consider in helping to avoid costly impacts or violations. Handling sensitive information, such as PII, financial data, and regulatory compliance, is risky without an automated system. Implementing touchless processing can reduce errors and delays, especially for businesses dealing with large document volumes. A comprehensive CCM platform with standardized templates ensures clear messaging, enhancing customer satisfaction and reducing operational costs. Let’s explore how the right software addresses common CCM challenges.

Setting up personalized print, mobile, and other formats to match communications with preferred schedules and channels for each recipient can quickly snowball to hundreds of thousands of templates. Reduce template overpopulation by creating templates that are flexible enough to support many communications, enable on-brand content all the time, and can be leveraged on multiple channels. Other, more technically complex solutions limit your ability to be agile and make changes. That makes it impossible to optimize documents and streamline thousands of templates into a manageable handful.. Create documents with reusable components, integrated metadata tags, filters, and conditional branding elements like content, fonts, and logos with an intuitive interface and online web editing that’s easy to use even for non-technical personnel.

Flexible, integrated version control makes it easy for managers to oversee different versions of communications. That in turn makes it easier to review and approve processes, follow audit trails, and enforce policy. Identify potential issues, recognize patterns and trends and maintain a consistent tone and message that ensures the accuracy, compliance, and effectiveness of your communications.

Rounding up all the necessary customer communication data from everywhere it lives often involves writing custom code or contracting out to a third party. Built-in data integration and an open API framework allows you to process multiple types of data, pulling information from sources including the cloud, databases, xml, and websites – now, and in the future when requirements change. Customers expect timely, impactful, relevant content from any and all of their preferred channels and devices.

Ensure smooth, reliable functionality from inception to production to delivery with a comprehensive CCM system that eliminates the need for third-party solutions. Full-stack customer communication management software designed to scale and grow along with your business saves time and money, keeps your tech up-to-date, and gives your platform room to flex and grow along with seasonal demand, surges in production volume, and new or unique business needs.

Phase out tedious manual tasks and automatically delegate work to specific resources using access-based workflow processes. Keep language and messaging consistent across your entire platform, no matter who’s contributing content. Reduce bottlenecks and last-minute changes by allowing maintenance access to all required levels in the organization.

Aspire Leaderboard 2023 Kaspar Roos

MHC’s modern CCM platform has customer-centricity at its heart, enabling it to empower customers to meet their evolving business goals. While EngageCX is a very rounded suite in itself, MHC has taken it even further by incorporating it within its newly developed MHC NorthStar platform, allowing it to serve as a versatile front-end CX layer to back-end automation processes. The new combination delivers a powerful and agile platform that is poised for exciting growth.

Kaspar Roos
CEO & Founder of Aspire

CCM SOFTWARE VIDEO

Unleash the power of automated customer communications with

MHC EngageCX

MHC’s EngageCX software offers a comprehensive suite of solutions that not only streamline your communication processes, help you automate the creation of compliant documents, and give you direct control, but also deliver key benefits to your customers, with well-designed and engaging communications.

Automate Document Creation

Automate Document Creation

Robust template management allows for high touchless automation and low template volume by reusing content fragments. Non-technical team members can create compliant templates quickly and professionally, even in industries with frequent regulatory changes.

Personalize Customer Communications

MHC EngageCX is a centralized solution that supports updates and changes across departments, business units, and geographies. With support for over 20 outputs and multi-lingual communications, you can maintain personalized communication with a wide range of customers without overlooking anyone’s needs.

Personalize Customer Communications
Provide a Differentiated Customer Experience

Provide a Differentiated Customer Experience

MHC real-time data analytics track user behavior and identify what’s working and what isn’t for each customer, capturing preferences for future interactions and building trust and loyalty.

Essilor Improves Operational Efficiency with Rendering and Printing Stability

Reduced print
support from 14 team members to 

1

Decreased document
template volume
by

0 %

Increased straight through processing from
10% to

0 %

Additional Features & Functionality

MHC EngageCX offers communication tools designed for business users, allowing non-technical team members to easily manage the CCM solution and adapt without IT staffing constraints. Capture customer preferences, personalize communications, and deliver them via any preferred channel. Key features include:

Template & Asset Library Management
Organize and consolidate hundreds of templates, including text elements, logos, branding, and disclaimers, into a single library. Build and modify templates easily with a visual designer to ensure consistent communications across all channels.

Automated Customer Experience (CX) & Engagement 
Create personalized customer journeys and communications using data from various systems. Utilize customer engagement analytics to tailor interactive documents to individual preferences.

Workflow Management
Build dynamic workflows with drag-and-drop functionality, automate data collection from multiple sources, assemble multiple assets into a single package, and transmit communications through multiple channels.

Omnichannel Communications 
Choose between traditional print channels, a selection of electronic delivery channels, or a combination of the two. Deliver real-time communications and interactive forms and documents optimized for phones, tablets, PCs, and other devices.

Template & Asset Library Img

Experience it today!
Agile and reliable delivery of high-impact communications when it matters most. Easily integrated with your business systems, utilizing our cloud-based platform will guide you to communication success.

Smart Docs Banner Photo

Smart Documents 
Gain real-time insights into customer behavior and interaction with dynamic, self-service web document analytics. Engage your audiences with interactive, responsive documents. Reduce call center costs by preemptively answering questions and tailoring communications to individual preferences. Empower your customers to consume information on their terms.

Batch & On-Demand Documents
Enterprise customer communications involve complex document production and delivery workflows. MHC EngageCX offers both batch communications for documents generated in large numbers and sent to individual customers, and on-demand communications for documents tailored to individual customer needs. This enables companies to meet individual customer needs, as well as general ones.

Digital Forms
Collect customer data from various sources and generate personalized quotes, new customer accounts, support cases, and sales leads.

Personalized Communications 
Personalize your communications by choosing the language, tone, and channel based on past interactions.

Personalized Communications Img

Request a Personalized Demo

Ready to see how MHC EngageCX can revolutionize your organization’s customer communication and document automation processes?
Sign up now for a free demo!

CCM Badges G2 Spring 2024 Large Image
quote marks-dark

Marco Kuster
Head of Innovation and Digitization

MHC has empowered us to be an innovator in our field

We now provide new services to our customers,
increasing our value to them and growing our top-line revenue.

Steve Turner
Director Billing Services

MHC has been a great solution to automate large monthly statement runs very quickly and efficiently 

Aspire Leader Badge MHC

Aspire Leaderboard

MHC’s dynamic capabilities are second-to-none and its modular product portfolio makes it very adaptable to customer needs.

José Luis Betances
Director, Business Analysis

MHC’s design tool puts power in the hands of our business users, freeing up IT.

quote marks-white

Mel Yuson
Enterprise Architect, Essilor International S.A.

The biggest differentiator is the support and commitment to the customer.

I can say [EngageCX] also owns the same objective that we have in Essilor IT. With that same ownership mindset, the challenges and struggles that we face along the way become a lot manageable and able to resolve with permanent solutions.”

The difference will be evident in the experience

Essilor, an eyeglass design, manufacture, and customization company has increased rendering and printing efficiency with MHC.
Scroll to Top