Are you looking for a way to create the best customer communications for your business? Well then, in order to take your communications game to the next level you will need to pick up a CCM tool. But what is customer communications management? We have a blog that goes more in-depth on this however we will briefly define this for you now. 

Customer communications management is used when you are looking to take charge of your customer communications. It usually involves creating a method for how communications will be created and released that is effective, simple, and on-brand every single time. This is often accomplished by using a piece of CCM software such as the HC Suite from SEFAS. An effortless CCM tool that allows for easy collaboration and communication between teams is the best way to manage your CCM. But what makes a good CCM tool? In this blog, we will define the top 5 features to look out for in a piece of software. So let’s take a look.

#1 Easy collaboration between teams

One key aspect to look out for when choosing a CCM tool is whether it allows for easy collaboration between members of your team. This is because the design team needs to be able to collaborate with the marketing team for example. A piece of software that is used by every team and allows for easy collaboration is so important. When the design team creates templates, these need to be available to all teams or they are wasting their time creating them. So look for CCM software that enables easy collaboration.

#2  CCM tool with hybrid mail

Hybrid mail will take all of your concerns with sending off your written communications and make them disappear. Essentially you will no longer have to print off and post your communications yourself. This will save your team members time, and enable you to put this time into other areas of your business. This will be a vital part of any CCM tool as we move into the future. Hybrid mail will take all of the communications that need sending off. It will then find the cheapest and most effective way to send these, usually at a great discount. It then works to have these printed off and posted usually by a third party. Meaning no work on your team’s part. Look out for a hybrid mail option when choosing CCM software.

#3 Works across multiple channels

CCM software needs to work across multiple channels with ease. Customers these days will be finding and communicating with you from many different channels. This means that you need to be able to respond and communicate on all of these channels with relative ease. A top-quality tool will be able to adapt your communications across platforms. This links to the idea of creating an omni-channel customer experience. This essentially adapts your customer communications to the exact wants and needs of each individual customer, without a massive amount of effort on your part. Omni-channel is a well-established customer communications method for many businesses these days.

#4 Audits all communications to ensure you are always on brand

Not the most exciting feature, however, external audits do happen and it is important to be prepared. When you are creating hundreds of pieces of customer communications, it can be difficult to ensure that everything is always as it needs to be. What if your CCM tool was able to manage all internal audits so that you and your employees don’t have to? Having this kind of software in place means that when any external audits happen, you will always be prepared.

#5 Easy to integrate and use

The most important part of any new piece of software before any features is how easy it is able to integrate and be used in your employee’s workflow. If you buy a piece of CCM software and your employees are not keen on using it, then what is the point? So look for software that is easy to use and understand. It also needs to integrate with other pieces of software that you use. For example, if you already have a piece of CRM software that you use, will this CCM tool link to that easily? Ease of use is so important as nobody has the time to be playing around moving between different software and trying to get things to work. Make your life easier and check the functionality of the software you are considering.

So there we have it, 5 great features to look out for in your CCM tool. Sefas is able to offer the HC Suite of tools for all of your CCM needs. To find out more about how this can help you, please get in contact today.