Customer Communications Management (CCM)
Solutions for Telecom & Media
Meet the future of business communication
Meet the future of business communication
Not only meet but exceed customers’ expectations
Nowadays, telecommunications and media providers are facing major challenges. Customer expectations are growing faster and faster. The online competition is getting bigger. Preserving the competitiveness of service prices is becoming increasingly complicated. Our customer communications management solutions enable flexible automation of customer support processes and professional personalization of customer correspondence. This not only helps to work more efficiently and become more competitive, but also reduces business costs.
Always be prepared
to deliver awesome customer service
Make onboarding for new services or products easy and convenient for your existing and new customers by using smart e-forms pre-populated with your customers’ data, e-signatures, and e-payments.
Reduce monthly invoice processing time and engage your customers with modern, innovative processes that include a customer portal with interactive features and e-signature capabilities.
Use customer data from multiple sources (CRM, billing, social media, etc.) to run relevant upsell and cross-sell campaigns tailored to their unique interests and needs.
Reduce call center call volumes by making bill information easy to understand with interactive charts, graphs, and sliders. Include dynamic elements, including graphs, to illustrate service usage information.
While call centers remain a core sales touchpoint in the telco industry, today’s customers are “always on” social media platforms, websites, and mobile devices, including smartphones and tablets, which are now critical sources of information. Messaging must be consistent across all channels.
Optimize customer care processes (e.g., contract renewal, mobile device change, modem change) using smart workflows. New processes can be created in a few simple steps and tested in just a few minutes.
14 Hours/Week
On average, employees spend over 35% of the time on routine activities, such as searching for information, preparing standard documents, dealing with mistakes, that could be spent on priority activities.
Learn more about smart document automation
Why Invest in Personalized Customer Correspondence?
Today’s customers often feel overwhelmed by redundant information. Successful telecom and media providers know that their customers want to be understood, protected and appreciated by their service provider.
Everyday documents, such as bills and notices, are a perfect example of the documents customers read regularly. Unlike direct marketing, which is opened by fewer than 10% of recipients, these transactional documents are opened by 95%. They are a trusted information channel and should be used to engage existing customers’ loyalty. Because valuable customers will remain loyal for many years and, most likely, purchase additional products when the time is right.
The idea of placing messages within transactional documents isn’t new, but we can help make this process intelligent, relevant, personalized, and targeted, while allowing access to customers and efficiently merging two different messages.
A Step-by-Step Guide to
Omnichannel Customer Experience Management
“Due to the loyal relationship, a 5% increase in customer retention produces more than a 25% increase in profit.” – Bain & Company
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Standing out from the competition
In a world where market competition regularly requires a company to become an industry leader, it is often difficult to stand out from the gray masses and build a corporate identity. Difficult, but not impossible. At Ecodocx, we know that the way leading media providers manage communications with individual customers can positively differentiate them from competitors and provide a vital source of efficiencies.
Choosing the right technology is crucial in the digitization process and should not be underestimated. This is why companies seek professional help from trusted experts with sufficient experience in this field who can implement the necessary information and correspondence management system.
At Ecodocx, we specialize in these areas and create strong and secure software architecture and tailor-made solutions for each of our customers. Only the right concept of industry knowledge and technology will reduce operating costs, increase revenues, and improve customer experience.