End-to-end Assistance for Every CCM Need
Business Requirements Engagement: Your next step is developing a complete CX Requirements Package that includes a fully detailed Business Requirements Document (BRD), Integration Specifications, Communications Inventory, Resource Requirements, and a Target Implementation Plan. We also generate an Enterprise Standards Guide based on your brand standards for every transactional communication, which ensures a consistent experience across your customer life cycle. Our experts can guide you through this in-depth discovery and analysis process. Over the course of a 60- to 90-day engagement, we assist your team in creating an execution plan for CCM transformation. This process not only determines all the planning and requirements you’ll need but works on consensus building across teams, develops the business case for funding your project, and assists in mapping out your desired customer experience journey.
Customer Experience Consulting: As seasoned communications experts, we can help analyze your processes and develop comprehensive recommendations for CCM strategy at any stage of your transformation. From project charter development to business case ROI analysis and sourcing benchmarks, our experience spans the full life cycle of defining, funding and executing.
Once you’re ready to begin, our team of dedicated professionals is there from kickoff to go-live, safeguarding a successful transition for your organization and your customers. Leveraging our predefined communication inventories and APIs, we can provide a jump start towards customizing the experience you’ve defined for your customers. And our expert team of data analysts can take your legacy system data as-is and map it to trigger and personalize all the communications along your customer journeys. Once configuration is complete our experienced team of testers will execute a robust testing program that provides you the visibility and assurance needed to ensure a seamless roll out. Our project management team will be on hand the whole way to help keep things running smoothly and on schedule. Platform implementation has never been
If you need support optimizing your customer experience design, we can help. We work with our clients to establish on-brand standards across the entire organization. Through our customer experience professional services, we will make recommendations based on best practices established for the financial services industry. We’ve had decades of experience improving complex customer communications for data intensive, heavily regulated businesses. We apply our expertise to your communications increasing readability and personalization while incorporating your style guides, fonts, logos, and layouts to build optimized templates with the same look and feel across the board. So, your customers know it’s you when they receive messaging, no matter which team it comes from.
Our goal is to make your customer communications more efficient, timely, and effective while saving you resources through things like white space maximization and discovering new efficiencies for your correspondence and customer messaging strategies.
We make it simple to create, enhance, deliver, archive, and respond to your customers with compliant content across all channels. But sometimes you don’t have the capacity to manage your content, so we can help with that, too. Our team can extend your capabilities by assisting with any CCM administrative tasks or content management activities needed.
As our client, you have access to an extensive library of template resources. We can make recommendations for integrating and consolidating your content from these resources, so you’re always making the most of your CCM solution. Communication change management, customer experience design and control, and reporting are just a few of the ways we’re able to help when you don’t have the time or resources at hand. Whether you want to do it yourself, have us do it for you, or have our team do it with you, we’re here to support you in all your content management needs.
Education & Training
Our products and interfaces have been designed to be simple and intuitive for users. But we understand that some clients just need a little more training to feel comfortable. We are here to help make you successful in delivering that Next Gen experience to your customers. Our team utilizes a multi-faceted approach to training that easily adapts to meet our clients’ needs. From role- based user documentation and videos, to computer-based training modules, skill assessments, remote or on-site training sessions, we can develop an evergreen program that can be leveraged for current and future onboarding. If you already have specific educational platforms or tools that you use, we can accommodate those, too, developing learning programs, tutorials, and guides for your systems. We also appoint a dedicated Service Delivery Manager (SDM) to each of our clients to help with any questions or issues that may arise day-to-day.