Every company and business running in the 21st century aims at providing customers with excellent customer service skills. Therefore, this has caused and increased interest in developing a functional enterprise content management system and Customer Communication Management platform. ECM and CCM comprise of combinations of different ways to capture the management and storage of information for easier retrieval. Information is stored either on the premise or in the cloud. In the past, there were very lengthy and cumbersome ways of retrieving information, for example, detailed reports of the past bank transactions. Currently, retrieval and delivery of information are very fast and at your fingertips.
ECM versus CCM
ECM and CCM are different from each other although but they are linked together by some important aspects. ECM refers to the collection and updating the unstructured documents on a database while CCM is a set of stored information. However, ECM would perform best when combined with a Customer Communication
Management platform. This is because CCM contains features responsible for the conversion of raw data into informational data, which lacks in ECM. Enterprise content management solutions deal with specific content without merging it with other elements of the content to increase the value of the information. CCM platforms help in combining different heterogeneous batches of information as well as handling big data and analytics to come up with useful information.
Components of CCM
Customer communications management has a broad range of elements, which may include:
• Data extraction, management, analysis, and transformation software
• Document production reporting software
• Email marketing and SMS communication software
• Printer management software
• Portal Technology among others
Importance of ECM
The use of enterprise management software has increased tremendously lately due to some factors. ECM offers a platform for managing the documents in a cheap, efficient, and easy way. Additionally, the workers use the time that they would have spent scanning the documents from huge files and folders to perform other duties in the business, leading to an increase in productivity. Use of ECM software has resulted in an increase on the rate of processing information in the businesses resulting in an improved way of keeping track of all the company’s data.
An enterprise content management solution also allows version control, which gives a platform to analyze different document versions. Additionally, the fact there are no large stacks of paper and files in the business is a relief to the workers. Various institutions generalize transactional content management and ECM. However, only the businesses that rely on content to perform their businesses, for example banks or brokerage firms, use the transactional ECM.