The Covid pandemic has changed the way organizations operate day-to-day, with employees working remotely from home and communicating with existing customers and prospects largely through digital media channels like video conferencing, email and SMS text. For many companies, these changes have generated a new normal, one of virtual connections rather than face-to-face meetings, making agile customer communication management (CCM) systems more important than ever before.
Many of today’s CCM solutions can meet this new challenge. They are complex software applications that support a company’s efforts to improve the customer experience with capabilities that go beyond simply contacting clients on a regular basis through the media channel they prefer, though this is one valuable facet. A well-rounded CCM solution includes mapping a customer’s journeys as they move through an organization, integrating all channels and points of contact, noting all interactions and outcomes and responding appropriately. In the most basic terms, a well-managed CCM system can help you see your clients with a clearer focus and can even help you anticipate their needs.
However, the most comprehensive CCM systems are not inexpensive or completely self-managing. Reaping the benefits of these systems—including the ROI—requires knowledgeable and experienced personnel to operate them effectively. For many enterprises, this is likely where the greatest challenge lies, particularly when your IT staff is already tasked with managing existing and possibly already overburdened internal networks.
One very attractive option is moving to a managed services model with outside staff who understands how a modern CCM system works and can help you optimize its usage. In general terms, your organization will typically have existing CCM software in place, and a managed service provider (MSP) will use their expertise to support the management of it for you. The MSP can assist your team in many ways, depending on your needs, including the following: Developing a CCM strategy, reaching out to the various departments in your organization for necessary guidance and input, maintaining your system per service level agreements, onboarding new customers and content, fulfilling your requirements regarding legal and regulatory compliance and handling any new developments, upgrades or changes to your CCM software.
CCM MSPs often operate on a contractual basis, and these contracts can be flexible. In our case, we charge for services on an as-needed basis, and this may help reduce costs compared to hiring a full-time employee with a comparable level of knowledge and experience.
Even before the pandemic, many organizations elected to work with third-party providers to take advantage of their specialized skills and experience rather than investing in building in-house capabilities. However, it is important to choose an MSP that fits the size of your engagement. Some large MSPs are geared towards a deeper relation comprising of hundreds of resources across CCM, IT infrastructure, call centers, BPO and other departments. They are a very good fit for enterprise level engagements while others MSPs are more specialized for engagements in CCM only. It is good to know upfront exactly what your needs are so as to not be surprised by either the cost or a consistent push for more volume.
If CCM rollout is the goal, companies find working with an outside resource like BelWo is a cost-effective solution for sustaining and expanding your customer communications because we work with all sizes of projects.
Many organizations have had to rethink and innovate ways of getting the work done during the pandemic. Forming partnerships with outside service providers has proven to be one way to keep their operations running smoothly and growing during these difficult times. Connect with us to see if having the support of a CCM MSP is a reliable and efficient way to find, serve and retain customers as you move forward.