Customer Communication Management CCM

Organize targeted customer approach efficiently

The current change in media and communications poses existential tasks for companies and organizations with high (business-relevant) communication volumes. For a successful customer approach and long-term customer loyalty, ever higher communication standards must be met – in terms of quality, speed of response, flexibility and scope.

The solution? The Series M/ from kwsoft

Such a challenge can only be met with a powerful Customer Communication Management system CCM. It acts as the central hub of communication processes and covers four essential functions:

  • Compiling all relevant data from the delivery systems
  • Content composition or creation of individual, customer-relevant content
  • Control of the converting and optimization processes
  • Channel-specific preparation and distribution of output

The Series M/ is such a CCM system for the secure and efficient creation of individualized, relevant customer communications. The ultimate goal is an automatic process across all 4 stages – completely without human interaction. If human intervention/decision-making is unavoidable, the Series M/ minimizes this effort by taking over all routine tasks and user-friendly operation in the editor (usability).

What makes a powerful CCM solution?

Comprehensive data supply

The basis of individual and thus relevant communication is the recipient’s individual data. However, this data is often distributed across different systems or databases (CRM, product databases, process control, input management, etc.). Therefore, the connection of the CCM to the surrounding systems and processes plays a decisive role. The Series M/ has a distinctive interface strategy to be able to communicate with all relevant surrounding systems.

  • Two-way data exchange between the systems involved via defined interfaces
  • High-level processes/products invoke functions of the CCM
  • The CCM in itself invokes external applications or follow-on processes
  • All that is needed is a loose coupling via defined interfaces, which can also be quickly disconnected if required.

This is the principle behind the provenCCM for SAPsolution for seamless connection of SAP to the Series M/ CCM. The integration of the Series M/ has already helped numerous SAP applications to achieve up-to-date, successful customer communication. It is so easy to implement that even SAP consultants were amazed.  

Content is what counts!

The more individually tailored the content is to the individual customer (one-to-one marketing), the more relevant the message is to the recipient. It leaves him with a positive experience or “customer experience” and establishes successful customer communication and strengthens customer loyalty.

M/TEXT, the content manager of the Series M/, masters this principle down to the smallest text elements and variants. The product-typical building block technology is based on reusable elements that control content, layout and output individually and in detail. This creates a target group-specific, individual address that appeals to the recipient and generates a positive customer experience, a successful customer experience.

Omnichannel output

In the CCM process, it is usually only decided at the very end, at the time of output, whether, depending on the situation/customer profile, the content is to be sent via

  • Messaging Systems (SMS, E-Mail etc.) and/or
  • barrier free PDF/UA Documents for the customer portal,
  • non-paged HTML messages with optimized appearance on mobile devices,
  • any other formats or
  • a conventional mail

distributed.

The Series M/ offers such flexibility in Omnichannel Output Management with M/OMS based on an internal, format-independent base format. This contains all content, data, metadata and layout instructions collected during the creation process in a structured form. This means that any content variants and output formats can be created from this uniquely stored format.

Investment security, future-oriented technology

Growing individual demands as well as globalized markets and worldwide corporate structures bring with them a number of requirements that affect the architecture and technology of the CCM system.

  • 24x7h service combined with high fail safety
  • High scalability to cover peak loads
  • Operation on premise as well as in containers or in the Cloud
  • Use of proven market standards (formats, interfaces, etc.)
  • Integration in the IT infrastructure
  • Complementing the CCM solution with Monitoring, Business Intelligence etc.
  • Continuous, customer and market-oriented ongoing development and improvement of the CCM system.

kwsoft is the only German provider with an end-to-end CCM solution in Java EE or container technology from a single source. Renowned customers have been relying on this strategy for more than 40 years, because they benefit from

  • the excellent performance of a coordinated comprehensive process
  • the efficiency and overview of the central resource configuration
  • ultimately from establishing a single enterprise-wide CCM solution, that relieves them of the conversion issues.

Related topics

Leading in output management

High-performance output management that can be seamlessly integrated into any ecosystem: We would be happy to show you how to use our products to fit your situation exactly.

M/OMS

Our product to all output formats

Our Case Studies in detail

A holistic overview of our references

The technological basis

What our solutions are built on.

M/TEXT

Produces everything that is needed in terms of first-class business communication today in digital or physical form.

M/Workbench

The efficient, user-friendly administration for all products.

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Tabea Tischler