In the banking industry, customer-centric technology solutions have now taken center stage. One of the major innovations that has transformed the way financial institutions interact with their customers is Customer Communication Management (CCM). When integrated into the customer banking portal, CCM can significantly enhance the capabilities of the portal itself, with significant benefits in terms of cost savings for implementation, superior reliability, scalability, faster response, and low latency times.

A customer communication management strategy is the systematic approach that companies, including those in the banking sector, use to effectively manage and optimize their interactions with customers through various channels. This strategy includes the planning, creation, delivery, and analysis of customer communications. CCM strategies involve the use of various technologies, processes, and tools to ensure that the right message reaches the right customer, through the right channel, at the right time.

Leveraging a customer communication management system in the banking customer portal can help banks achieve several benefits. This includes significant increases in customer engagement, the ability to create new relationships, and improvements in the customer experience. At the same time, it also offers banks a competitive advantage to leverage to fuel solid growth over the long term.

What is a CCM for and why integrate it into a customer banking portal?  

In banking, a CCM strategy can help companies manage and optimize all of their customer communications across multiple channels, from traditional print to digital platforms. A CCM supports a wide range of customer interactions, such as personalized messaging, document generation, multichannel distribution, and performance analytics. 

This helps organizations simplify and accelerate the way they create, deliver, store, and update their communications. Through the use of a CCM system, banks can thus create a smooth and efficient communication experience that is in tune with the changing needs of the modern digital consumer.

Within a consumer relationship management strategy, a CCM software or platform helps streamline customer communications to ensure that they are personalized, interactive, and able to create new and more stimulating spaces for conversation.

Whitepaper - Bank in the digital age

Why a CCM for financial services? 

Banks, insurers, and other financial service providers need to generate a tremendous amount of communications to interact with their customers. This includes everything from routine correspondence exchanges, updates on policies and contracts, account statements, renewal notifications, and the transmission of information about new products and services. A CCM is essentially a tool that banks can use to create and distribute all of their content on the most appropriate channels, including mail, email, phone calls, mobile apps, SMS, social media, and web interfaces, all in an automated and compliant manner.

The most advanced CCMs also incorporate updates on the various complex and dynamic compliance rules that govern how customer data should be used and stored, and they are especially effective for financial services organizations that operate in a highly regulated market.

Finally, a Customer Communication Management platform collects and organizes the digital traces of customer interactions. As banks grapple with the complexities of a digitally empowered customer base, the importance of a CCM platform becomes resoundingly clear: By serving as a connecting element, it enables institutions to orchestrate personalized communication paths that transcend traditional channels and foster deeper customer engagement. But how does it accomplish this? Fundamentally, the effectiveness of a CCM strategy depends on its inherently data-driven nature.

How banks leverage data-driven CCM strategies  

By analyzing customers’ behaviors, preferences, and transaction history, banks gain possession of the information resources they need to tailor their communications with surgical precision. This not only fuels feelings of trust and loyalty, it also amplifies the organization’s ability to proactively respond to customer needs, thereby creating lasting relationships in a time when using data is essential for creating the most meaningful connections.

Thus, any customer communication management strategy is inevitably based on data, and by integrating CCM into their customer banking portal, companies can leverage its capabilities to achieve some important goals.

Customer insights and personalization  

Banks collect large amounts of data across multiple touch points, including transactions, interactions, and digital behaviors. By analyzing this data, banks can gain valuable information about customers’ preferences, behaviors, and needs. This information allows banks to create personalized and relevant communications, such as sending product or service recommendations, offering ad hoc financial advice, or developing targeted propositions based on an individual customer’s transaction history.

Segmentation and targeting 

CCM strategies, because they are data-driven, allow banks to segment their customers into distinct sets based on specific criteria (for example: demographics, behaviors, or financial goals). This segmentation allows banks to develop targeted communications that resonate with each group, such as sending retirement planning materials to older customers or student loan information to younger customers.

Omnichannel communication 

The banking industry interacts with customers across multiple channels, including email, SMS, mobile apps, websites, and paper mail. While customer data help banks determine the most effective channels to reach specific customers and optimize the communication experience, CCM strategies help keep messages consistent at all times.

Automation and efficiency

Data-driven automation is a key component of CCM strategies. By leveraging customer data, banks can automate routine communications, such as transaction notifications, statements, and payment reminders. This not only improves operational efficiency, but also ensures timely and accurate delivery of urgent or priority information.

Feedback and continuous improvement 

Banks are able to measure the effectiveness of their communications more and more accurately with selected and qualified data. By analyzing engagement metrics, customer responses, and feedback, banks can refine their CCM strategies over time. It’s an iterative process that ensures that communications become more relevant, engaging, and useful to customers.

Compliance and safety  

In the banking industry, regulatory compliance and data security are critical. By using data effectively, banks can ensure that communications comply with industry regulations and safeguard sensitive customer information.

Predictive analysis 

Advanced data analysis techniques, such as predictive modeling, can help banks anticipate customer needs and behaviors. In this case, the information gathered is used to proactively provide communications that address potential concerns or offer particular opportunities, with the goal of improving the overall customer experience.

In summary, we could say that in banking there is almost a symbiotic relationship between data and a Customer Communication Management strategy. Where data enables banks to create personalized, relevant, and efficient communications, CCM uses it to make communication consistent, timely, and engaging.

Infografic - 4 trends for the banking sector

Managing communications with customers: the benefits of CCM 

In today’s fast-paced banking world, establishing a strong and personalized relationship with customers is critical. A well-designed CCM strategy enables banks to deliver smooth, targeted, and meaningful interactions, improve customer satisfaction and loyalty, and drive operational efficiency, compliance, and revenue growth. The benefits are many, we just have to investigate them, one by one.

Savings on integration costs

Expenses are a major concern for any organization that adopts a new technology. However, over the long term, implementing CCM can result in significant savings. Traditional methods of communication, such as manual document creation and distribution, can be both resource intensive and prone to error. With CCM, banks can automate these processes, reducing the need for manual intervention and the risk of errors. This not only improves operational efficiency, but also minimizes overhead costs, ultimately translating into more effective financial management.

Maximum reliability 

In banking, reliability is non-negotiable. Integrating a CCM can offer customers maximum reliability by harnessing the power of parallel processing. Traditional systems often struggle to handle a high volume of communications simultaneously, resulting in delays and interruptions in customer interactions. The CCM, on the other hand, can run numerous communication processes in parallel, ensuring timely and accurate information to customers without compromising portal reliability.

Maximum scalability  

Scalability is critical for any digital platform, especially in a dynamic industry like banking. Customer demands can increase unexpectedly, particularly during periods of financial distress or when major economic events occur. CCM offers the advantage of maximum scalability, enabling banks to seamlessly handle higher volumes of communications without compromising portal performance. The ability to augment on-demand resources ensures that customer experiences remain consistent, regardless of sudden fluctuations and changes.

Extremely fast response and low latency times 

In the fast-paced digital world, response times and latency, if perceived as excessive, can sink a bank’s reputation. Slow page loading or delayed responses can frustrate users and lead to irremediable moments of friction. By incorporating CCM into the Internet portal, banks ensure efficient communication processing, optimized data retrieval, and parallel execution of tasks and consequently speed up response time and ensure low latency. Customers can access their account information, transaction history, and other banking services with minimal delay, improving their online banking experience overall.

Personalization and customer engagement 

One of the distinguishing features of CCM is its ability to support highly personalized communications. In the context of a banking portal, this means that customers can receive information and updates that are directly relevant to their financial activities and interests. Personalized communication not only improves engagement but also fosters a deeper sense of customer loyalty. Banks can personalize promotions, alerts, and other messages based on each individual’s financial behavior, leading to more meaningful interactions and a stronger customer-bank relationship because it is perceived as authentic.

With Doxee, integrating CCM into customer banking portal is just the beginning

From what we have discussed, it’s clear that integration of a CCM into the customer banking portal constitutes a strategic element for managing 360-degree communications within an increasingly data-driven industry like financial services. The activities and practices we have described, engaged with the processes of digitizing paper documents (the processes that transform invoices into XML format and send them to the Interchange System for validation, for example) lead to a systematic and coordinated distribution of customer-side communications. In the case of paperless processes, if a data source is used to create communications for customers (such as a courtesy copy of an invoice) and then the same data source is used to create and distribute PDF documents across multiple channels, this takes place through the CCM.

The banking customer experience does not stop there: at this point, it’s possible to create video bills and micro-sites, a plus that allows the same communications to be turned into videos or websites where you can attract the attention of customers by “calling them by name,” putting in place a type of one-to-one marketing that provides innovative ways of interaction.

If data is the main lever in a digital communication strategy, Doxee’s CCM for managing document processes was created to enhance information flows at every stage of the content production process. Data is enriched, sorted, and optimized to maximize the effectiveness of communications, and since the data is available in formats that facilitate both digital processes and the postal logistics of paper communications, it’s used to instruct the processing workflow.

The integration of Doxee’s Customer Communication Management into the customer banking portal offers numerous benefits that meet the needs of both the organization and its customers. From cost savings on implementation to maximum production reliability, from scalability to shorter response times, CCM enhances the overall capabilities of the banking portal. By embracing this technology, financial institutions can effectively streamline their communication processes, offer customers experiences that meet their specific needs, and remain competitive in an increasingly digital world. As the banking industry continues to evolve, CCM is a powerful tool to drive innovation and efficiency.