Customer Communications Management Software

Captivate your customers with EngageCX, our next-gen CCM solution!

ccm illustration

Personalized Communications at Scale

Omnichannel Communications Made Easy

At first, Customer Communication Management seems like a simple concept.  But when a business considers all of the different types of communications they send (such as sales quotes, contracts, invoices, statements, collections letters, product announcements, promotions, appointment reminders, and so on), the channels available to them (print, email, online interactive documents, text messages, push notifications, etc.), the chosen languages of their customers, along with their preferred formats, channels, and tone (casual or formal), effective communication quickly becomes a difficult challenge.

The fact that most organizations create documents and send messages from many disparate systems makes it even more difficult to create a consistent, engaging customer experience. 

Meanwhile, studies highlight the customer loyalty impact derived from positive experiences, countered with an ever-increasing likelihood of customers leaving a business after a single poor one. These factors combine to underscore the importance of implementing a single, flexible CCM solution across the entire enterprise.

MHC EngageCX Illustration

Discover EngageCX – MHC’s CCM Solution

Our CCM solution, MHC EngageCX, captures customer preferences, personalizes communications based on those preferences, and delivers them via the customer’s selected channel. Communications are designed by business users (not IT) with a visual design tool, leveraging a pre-approved library of logos, branding, disclaimers, and other content fragments to ensure painless compliance with corporate and regulatory standards. Communications are then generated in batch or on-demand, incorporating data from business systems or captured from an online form.

AN ALL IN ONE SOLUTION From document creation and delivery to journey mapping, MHC’s customer communications platform accounts for the full range of customer needs.

A PLATFORM THAT GROWS WITH ITS CUSTOMER BASE  MHC is constantly analyzing how customers engage with organizations to meet and exceed their needs.

BUILT IN-HOUSE  EngageCX is built, maintained, and updated without dependency on other solutions, with the ability to fix issues quickly and identify future needs.

FLEXIBLE CCM SOLUTION Our CCM tool provides the autonomy of a self-service model, making it easy for both tech and non-tech teams to use and manage.

SUPPORTS CUSTOMER’S PRODUCTION NEEDS Each customer has unique production needs – volume, complexity, and throughput. EngageCX manages them at scale.

SCALABLE CCM SOLUTION You need a CCM platform that flexes with your organization – keeping pace with your company’s growth while fully supporting your development. 

Aspire Names MHC a Leader in Customer Communications Management (CCM)

Customer Communication Management
Software Features

Pushing Features

Engage customers with true omnichannel communications. Enable customers to select the communication method(s) they desire: traditional print, a host of electronic delivery channels, or a combination of the two. Deliver, in real-time, the same communication optimized for each specific device (phone, tablet, PC) that may access it. Empower customers with interactive forms and documents available on any device.

Grant customers the power to define how you communicate with them. Maintain preferences such as language, channel (including print, email, SMS, online interactive documents, and more), and tone (casual or formal) with MHC enterprise communication management software. Render and distribute personalized communications based on stored preferences and customer history, including considerations such as past communications and purchases.

Develop effective customer experiences by learning how your customers will engage with your content. Map out customer journeys with drag-and-drop functionality that can be used to deliver high impact customer communications at particular milestones in their journey. Maintain customer preferences, allowing for fully interactive documents, and monitor customer engagement with analytics that will give you a 360-degree view of how customers interact with you.

Build comprehensive communication workflows for enhanced customer engagement with MHC’s enterprise customer communications management platform. Automate the collection of data from multiple sources and apply that data to one or more templates. Review and approve processes and assemble multiple assets into a single package. Lastly, utilize multi-channel distribution and post-delivery activities with a user-friendly interface.
Enable customer self-service while delivering an engaging, customer-driven analytic experience that provides a 24×7 view into their real-time account data from any device. Deliver the desired information to each individual customer via interactive, responsive documents while reducing call center costs. Empower your customers, allowing them to control their experience in a manner consistent with the company brand and image. 
Leverage MHC’s CCM software to build and manage all communication templates and their components (including common text elements, company logos and branding, and disclaimers) in a single library to ensure consistent communications across all channels. Organize hundreds of templates into just a few, significantly reducing management costs. With visual designer, build and modify templates, eliminating cost and lost time.

Collect data from customers via self-service forms, or from call center agents, field personnel, or outside agencies using MHC’s customer communication management platform. Create interactive correspondence by applying user-entered data directly into documents, emails, and so on. Generate personalized sales quotes, create new customer accounts, initialize new support cases, gather new sales leads, and more. 

Standardization and Compliance

Leverage MHC’s customer communication management software to automate internal checks and balances by pre-defining proper approval processes for communication templates as well as individual communications. Ensure compliance with the organization’s branding standards as well as governmental regulations by establishing a standardized library of assets and creating a review and approval path that includes all relevant parties.

MHC’s enterprise CCM solution is a full-stack system that covers the entire customer communication process, from production and assembly to personalization and omnichannel delivery. The platform is built on a strong communication management layer that enables managers to coordinate and execute the entire communication processes. The software encompasses a comprehensive set of features that streamline business communications. 

Build the Communications You Need,
How You and Your Customers Need Them 

The true advantage to utilizing MHC’s CCM software lies in its ability to deliver information to your customers in a manner that will benefit them and improve their individual experience with your organization. Customize how documents will be disseminated based on the document type and the customers’ unique needs – giving your customer that all-important feeling of control and personalization. And do all that while giving yourself a reliable pipeline to deliver the messages most important to your company’s core mission.

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Build Communications in Batch

Largely transactional in nature, batch communications are documents generated in large numbers and sent to individual customers, usually created and delivered in reaction to something like a monthly billing cycle. Including invoices, statements, collections letters, product announcements, promotions, appointment reminders, and so on,  EngageCX has the ability to pull and format customer communications. Personalize large volumes of data while maintaining the overall brand tone your customers have come to expect.

Build Communications On-Demand

Generated in real time, on-demand communications react to customers’ requests and preference. Give your customers the freedom to view and print their own statements, invoices, sales quotes, contracts, etc. MHC’s customer communications management platform leverages advanced omnichannel capabilities to provide your customers a superior experience with your brand. Empower your customers to obtain the relevant information they need, when they need it, how they need it.

CUSTOMER COMMUNICATIONS VIDEO

Manny Hates His Bank
or How to Get CCM All Wrong

Manny doesn’t feel that his bank is meeting his communication needs – a vital misstep for any organization. Learn how Manny’s experience improves when he takes his business to a bank that understands the importance of speaking to a customer in their language, in their tone, wherever they are.

The Biggest Customer Communication Challenges
and How to Solve Them With EngageCX

Customers expect clarity in business communications. To provide this, companies must have access to top-performing full-stack customer communications management platforms that generate high-quality communications. Here are the biggest challenges that companies face when it comes to CCM and how these are diffused with the right software.

Template Overpopulation

To achieve personalized correspondence with each customer, sent on their preferred schedule and catering to channel preferences, companies would need to manage hundreds of thousands of templates for each channel – one template for mobile, one for print, etc. Keeping track of this many unique templates is virtually impossible to do without a solid system in place.

SOLUTION

Efficient Template Management 

The number of templates can be significantly reduced by using enterprise customer communication management software that creates templates that can be leveraged on multiple channels. Along with omnichannel communications, this provides more touchpoints than traditional templates, which is ideal for a business trying to minimize cost and improve customer engagement simultaneously. Documents can be made channel-agnostic with reusable components, conditional content, and conditional fonts, logos, and other branding elements.

Data Chaos

Data drives the entire customer communications management process from start to finish. But that data can be housed anywhere – the cloud, databases, XML, websites. The chaos of rounding up all that data so it can be useful is a daunting prospect. So often, the only solution is writing custom code or having to contract out to a third party, slowing down the entire process.

SOLUTION

Complex Data Integration Component

The data integration component of MHC EngageCX gives you the ability to process a lot of types of data. It can pull information from various data sources (the cloud, databases, xml, websites) and creates a golden data source that feeds reports and documents. In most cases, customers need the ability to collect data from various sources, but also communicate it across the enterprise. When faced with this, customers usually write custom code or purchase a third party solution for this task. But with us, it’s included in the product – it’s not even a special feature, it’s a standard capability

Supporting Multiple Communication Channels

In this day and age, your customers have so many options available to them. Customers could be engaging with you from several devices, sometimes hopping from device to device. With this evolution in customer need, most customer communication management platforms require individual templates be created for each delivery method, generating even more work for your back office and opening you up to formatting errors.

SOLUTION

Omnichannel Distribution Assures Continuity of Conversation 

Delivering a flawless experience to your customers, optimized for any type of electronic device, that is what EngageCX promises. With a single template, offer your customers impactful and informative content that maintains your brand tone, regardless of whether they’re tapping away on a cell phone or a PC… or both. The ability to transfer conversations seamlessly across delivery channels without losing a beat, you’ll maintain the rapt attention of your customers. This is especially important when it comes to providing customer service – granting invaluable access and information on customer history and preferred channels to your support staff. Allow your customers true flexibility by giving them choice in their preferred communications channels – be it traditional print, one or more electronic devices, or a tailor-made combination of the two.

Finding the Right Documents and Data

Finding a file in a system with no naming schema can be chaotic and exhausting. Different people organize things in different ways and abbreviate things in all manners of ways. Many employees working together in a single system often results in multiple naming patterns for documents and templates. At company level, this leads to a cohort of documents and digital assets that is extremely difficult to manage, and that makes employees prone to errors.

SOLUTION

Single Template Functionality Inspires System Visibility

Customer communication management software doesn’t simply make a difference… it makes all the difference. With integrated metadata tags, filters, search and sort features, finding a specific template to use can be instantaneous. Moreover, when working with efficient multi-channel templates, narrowing down the search is that much easier. And with EngageCX’s need for a single template regardless of delivery method, you will drastically reduce the number of templates that need to be maintained and improve visibility into your overall process. Reduce confusion and extra headaches by having true control over the entirety of your organization’s documents.

Supervising Cross-Department Projects

Customer-centric communication entails outbound communications with multiple contributors. From data generation to branding to content writing, these activities must be overseen to ensure accuracy, compliance, and effectiveness. Without thorough supervision, errors can be easily overlooked, which makes the company liable for fines and even lawsuits.

SOLUTION

Improved Supervised Workflow Management

Our customer communication solution provides effective governance through flexible and integrated version control. Managers can oversee different environments to review and approve the processes, follow audit trails, and enforce policy. Take back ownership of the communications workflow by gaining full visibility into the data and the ability to identify any potential issues as they occur. Modify processes easily as patterns and trends reveal themselves, giving you enhanced effectiveness when it comes to your organization’s communications.

Reliance on Technical Resources

Most companies find it challenging to provide an environment where technical and non-technical staff can work together successfully. In most cases, documents are managed within the IT department, ensuring the data is readable and accurate, and that the brand is represented appropriately. Managing changes to documents within the IT department is hard enough, but it can get even more chaotic when non-technical personnel are also making necessary changes to templates.

SOLUTION

A CCM System for the Entire Team

Client communication management software provides workflow integration and replaces tedious manual processes, delegating tasks to specific, access-based work environments, also providing opportunity for high-level controls to govern the process. Unified CCM software employs consistent jargon throughout the entire platform. The system is intuitive and easy to use by both technical and non-technical staff members, which transforms CCM into a top-down effort. Reduce unnecessary bottlenecks by allowing maintenance access to all levels of your organization.

Producing Documents Ad-hoc

Generating personalized ad-hoc documents is a major challenge in customer communication management. Organizations sometimes struggle to create customer-specific correspondence that also aligns with your brand image and the company’s quality standards.

SOLUTION

Generate Real-Time Communications As Needed

A solid client communications management platform streamlines customer correspondence. Writing staff can retrieve and repurpose templates that have been approved by managers, use forms and validation to edit text ad-hoc, and store documents in a repository with the appropriate metadata. Customer communications software provides quality assurance and personalization in your on-demand documents. 

Solution Doesn’t Meet Full Scope of Needs

Implementing extra capabilities when these are not inherently present in the solution requires connecting additional tools from outside software companies. The implementation of such tools is time-consuming and costly and could result in compatibility issues. Moreover, the long-term management of a system with add-on tools is extremely challenging.

SOLUTION

CCM Software with the Agility to Grow

A comprehensive CCM solution has the full range of features in one place, from inception to production to delivery, which can unify company processes and ensure that the entire system is ready to be updated in a single sweep when necessary. Implementing full-stack customer communication management software saves companies time and money and ensures technological efficiency. Give your communications platform the room to flex and grow along with your business’ unique needs.

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CCM Buyer’s Guide

Find out how MHC solutions build compelling and engaging experiences,
and put customers front-and-center in your communication strategy.

The Benefits of Using MHC’s Enterprise CCM

MHC’s top-of-the-line customer communication management software optimizes customer dialog in all its complexity, maximizing customer reach, communication efficiency, and increasing customer satisfaction. Here are the benefits offered by MHC EngageCX:

1.

It creates a tailored customer experience through personalized customer communications.

2.

It leverages omnichannel communications to reach customers on channels and schedules of their choice.

3.

It promotes brand assertion as well as customer data collection via smart documents.

4.

It stimulates employee collaboration by providing an easy-to-use platform for both technical and non-technical team members.

5.

It is a full-stack CCM solution that covers the entire customer communication process – from initial production to data collection.

6.

It enables companies to produce standard-compliant communications and modify templates to stay up to date with changes in requirements.

7.

It enables complex template development and modification that is entirely independent of IT involvement.

8.

It is scalable for seasonal demand or surges in production volume and it is able to keep up with business growth.

9.

It allows companies to automate and map the customer journey and direct users to their destination.

Explore More CCM Resources 

When making decisions about how your organization will handle its customer communications long-term, there are so many elements to consider. You need to feel confident that your choice fully empowers your company to effectively communicate with your customers while granting yourself the agility to move on-a-dime as your company’s and customers’ needs change. Discover all the ways in which MHC’s customer communications management solution is ready to make your life easier, while nurturing a mutually beneficial relationship with your customers.

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