Compart - Document- and Output-Management

Customer Communication Management

The future of customer communication:
Relevant, versatile, and in real-time

 

Customer Communications

Meet rising customer expectations for speed, accessibility, and quality.

The future of customer communication will be significantly shaped by the preferences of younger generations. They expect real-time and relevant communication – seamlessly across various channels. To meet these high and ever-changing demands, companies must fundamentally rethink their Customer Communication Management.

 
Highly Individualized

Successful companies rely on always-available and highly personalized communication through the customer's preferred channel.

 
Customer-Oriented

Only those who manage to address their customers in the right way will be successful in the long run. A smart, flexible Customer Communications solution forms the foundation for this.

 
Future-Oriented

The future belongs to companies that understand customer expectations, act proactively, and see communication as the key to long-term customer loyalty.

Customer Communication Management software for personalized communication

By using modern CCM software, companies can specifically address the needs of their customers and turn their customer communication into a true competitive advantage. Compart offers the DocBridge® Communication Suite, a solution with state-of-the-art technologies.

Advantages of a World Class,
Integrated CCM Solution

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One Platform, Unlimited Channels

Enhance the customer experience by seamlessly integrating all current and future communication channels.

Integration and Connectivity

A modern cloud-first architecture with open interfaces enables fast and seamless integration into existing systems and external services. Open APIs simplify connectivity with third-party providers.

Smart Process Design

Reduce time and maintenance efforts by strategically reusing process components. Even complex processes can be flexibly scaled and adapted to new requirements.

Relevant Customer Correspondence

Create highly personalized and interactive content and deliver it on-demand, in batch processing, or dynamically- whichever way customers want to receive information for faster actionable results.

Reduced Time-to-Market

Standardized templates and reusable content blocks allow for fast and efficient content creation. Business users can manage and utilize content company-wide without relying on IT resources.

Compliance and Security

Ensure consistent and legally compliant customer communication through centrally managed resources and clearly defined creation, review, and approval processes.

Customer Communication,
Just as Your Customers Expect It

Omnichannel Communication via Preferred Channels

Flexible, modern communication means giving customers the freedom to choose their preferred channel. The DocBridge® Communication Suite for page- and format-independent document design decouples document creation from distribution. Each document template is created once in the future-proof universal format HTML5 and can then be sent effortlessly across all media and channels – whether via email, SMS, letter, platforms like WhatsApp, or web notifications.

  • The real-time preview in the user interface ensures that content is optimally displayed across all output channels.
  • Companies can precisely review and adjust their messages in any format – enabling advanced, efficient, and customer-friendly communication.
Omnichannel Communication - Customer Communications Channels (Cloud, Email, SMS, Letter...)

Rule-Based Creation of Individual Customer Correspondence

Dynamic and interactive communication enables companies to create personalized messages. Interactive input forms in the Customer Communication Management tool allow employees to capture case-specific data directly and adjust content based on predefined rules. This ensures that each customer always receives the right information and correct branding – promptly and across all output channels.

  • Accelerated document creation process thanks to guided inputs.
  • Predefined texts and logic ensure 100% accuracy.
  • Real-time preview allows immediate verification of the final document.
  • Personalized letters only within the defined framework of standard processes.
  • Regulatory requirements are automatically met.

Do you have questions about modernizing your CCM software?

As experts in Customer Communication Management solutions, we are always available to discuss your specific requirements and provide comprehensive advice. Whether you have general questions about modernization or need a detailed consultation on our solution.

A Streamlined, High-performance CCM Solution

CCM Software Customer Communication Management Process Automation

From Data Sources to Personalized Customer Communication Delivery

DocBridge® Communication Suite
Creating complex customer communication with numerous variable content elements presents a unique challenge. Input data from multiple sources and in various formats, such as customer or financial data, must be processed within document templates and meaningfully combined. However, this data is often unstructured or in a technical format that cannot be directly used by template designers without the necessary contextual knowledge.

  • For seamless process automation, it is essential that data is structured, consistent, and centrally available.
  • This is where a simplified data model, such as the Data Dictionary, comes into play, allowing for its use across all templates.
  • It transforms content fields like first name, last name, or street into a standardized XML structure, serving as a central resource for uniform template processing.
  • By applying these approaches, even complex document creation processes can become significantly more flexible, efficient, and easier to maintain.

Take your customer communication management to a new level!

 
A Cloud-native Solution for Personalized Customer Communication:

 

Scaling Customer Communication Processes

Smart and centralized process design can significantly reduce time and maintenance efforts in customer communication. With modular process components (so-called Worklets), workflows can be effectively orchestrated. Each Worklet represents a specific function or subprocess. Using a drag-and-drop interface, these components can be combined into complex processes through an intuitive graphical user interface. Since once-created processes can be reused and flexibly adapted, companies can efficiently scale their customer communication.

Cloud or in Your Preferred Environment

Whether on-premise, hybrid cloud, or self-hosted in a private cloud – a modern CCM software like the DocBridge® Communication Suite adapts flexibly to your IT strategy. Through containerized deployment with technologies such as Kubernetes, OpenShift, Docker, and Helm Charts, the solution seamlessly integrates into existing infrastructures.

Customer Communication Management:
Technology in Focus

AI
Compliance and Data Protection
Accessibility
AI

Artificial Intelligence and Automation in CCM

Companies are increasingly relying on AI-driven analytics and automation to make their communication more targeted and efficient. They particularly benefit from the automation of repetitive tasks, optimization of document processes, and intelligent management of large data volumes. Examples include:

  • Intelligent automated tagging of PDF documents
  • Automated processing of heterogeneous input data
  • Automated creation of document templates
  • AI-driven migration and modernization

These efficiency improvements not only shorten time-to-market but also free up specialists to focus on strategic and creative tasks. And this is just the beginning: AI technologies are evolving rapidly and will continue to unlock new potential.

AI in Customer Communications:

Compart demonstrates how Artificial Intelligence (AI) is transforming Customer Communication Management (CCM).

CCM and AI – Artificial Intelligence in Customer Communications
Compliance and Data Protection

Risk Minimization in Customer Communication Management

A modern CCM software must not only enhance customer communication but also meet the highest data protection and compliance standards. Strict legal regulations, such as the restrictions of the use of Personal Information (PI), ADA 508 Compliance, General Data Protection Regulation (GDPR) or similar laws worldwide, require companies to make their communication processes transparent, secure, and legally compliant.

Ensure consistent and legally compliant CCM processes through centrally managed resources and role-based access rights. This allows the legal department to take responsibility for content with regulatory requirements. The relevant content blocks are protected and managed across all communication templates. Combined with clearly defined creation, review, and approval processes, DocBridge Communication Suite ensures continuous compliance with the strictest global legal requirements.

Meeting Quality Standards

Precise reviews increase trust in your customer communication. Learn how effective document approval contributes to the quality of customer communication:

Data and process automation in customer communication management
Accessibility

Digital Accessible Communication Also Means Making Documents Compliant and Accessible

For content to be truly accessible, it must meet several criteria. Often, documents lack important structural information (such as reading order, language, or column sequence) necessary for correct rendering. The key aspect is “tagging”, meaning that various pieces of information must be added to the document, including:

  • Which text passages/blocks belong together?
  • What is the correct reading flow?
  • Text must be formatted in Unicode.
  • Non-text objects require alternative text, etc.
     

The PDF/UA format (UA = Universal Accessibility) is a special classification for accessible PDF documents. Tagging tools are used in document creation to embed the necessary metadata, ensuring compliance with guidelines that enable machine-readable output.

Digital Accessibility with PDF/UA

Since the certification of PDF/UA as an ISO standard, which ensures that PDF documents meet the Web Content Accessibility Guidelines (WCAG), smart software solutions have been developed for generating PDF/UA documents – including DocBridge® solutions.

PDF/UA in Customer Communication Management

What matters?

Smart Process Design

Smart Process Design

Even complex processes can be flexibly scaled and adapted to new requirements for faster time to market ensuring actionable results.

Unlimited Channels

Unlimited Channels

Seamlessly integrate all current and future communication channels for increased positive customer experience.

Relevant Conversations

Relevant Conversations

Highly personalized and interactive content – on-demand, in batch processing, or dynamically.

Compliance and Security

Compliance and Security

Ensured through centrally managed resources and clearly defined creation, review, and approval processes thus minimizing costly risk.

Use Case

1 Omnichannel Customer Communications
1 Omnichannel Customer Communications
Establishing a Omnichannel Customer Communication solution at a Telecommunications Service Provider

A much higher performance, significantly lower maintenance costs, and the ability to issue every invoice "on demand" in four languages on all of today's common analog (paper) and digital media: With the introduction of DocBridge®, the service provider has set the fundamental course for omnichannel customer communication at a high level.

  • 3x faster document preparation than before
  • 70 percent reduction in maintenance costs
  • Approx. 33 million invoices per year in four languages

 

"Our industry has to adapt to the new media much earlier than others. In the future, other channels will be added that we are not even aware of today. Therefore, we should also create the technological basis for this as early as possible."

– Customer quote –

 

Background Knowledge

What is Customer Communication Management?

Customer Communication Management (CCM) refers to the central management and optimization of a company's entire customer communication. CCM software enables businesses to consolidate all communication processes within a single system, ensuring consistent, efficient, and legally compliant interactions with customers.

In an increasingly digital world, customers expect personalized, fast, and omnichannel communication. CCM helps companies meet these expectations by integrating multiple communication channels – such as email, SMS, print, and digital platforms – into a unified solution. Through automation and personalized content, CCM not only enhances the customer experience but also improves communication efficiency and compliance.

What Are the Benefits of a Cloud-Based CCM Solution?

A cloud-based CCM solution provides businesses with a high level of flexibility and scalability. It enables faster implementation and reduces IT costs, as there is no need for extensive on-premise infrastructure. The solution grows with the company’s communication needs and can be easily adapted to changing requirements.

Additionally, updates and maintenance are performed automatically, relieving internal IT resources. Another key advantage is improved availability and accessibility, as users can access the platform from anywhere.

What Defines Modern Customer Communication?

Traditional customer communication software is often isolated, requires manual processes, and is difficult to integrate into existing IT structures. A modern Customer Communication Management (CCM) software offers key advantages by centralizing all communication channels within a single platform, enabling unified management.

Automated document generation reduces manual errors and increases efficiency. At the same time, personalized and interactive real-time communication ensures that customer needs are met more effectively.

Seamless integration with existing systems such as CRM, ERP, or DMS enables efficient data and process connectivity, making customer communication more efficient and responsive.

How Can a CCM Solution Improve the Customer Experience (CX)?

Seamless, personalized, and omnichannel communication is essential for a positive Customer Experience (CX). A CCM solution enables businesses to address customers’ individual needs by providing relevant content in real-time. Customers have the freedom to choose their preferred communication channel, ensuring a more convenient and engaging interaction.

At the same time, a modern CCM solution not only ensures efficient information delivery but also promotes active customer engagement through appealing and interactive content. Automated workflows improve response times and enhance the overall efficiency of customer communication.

All these factors contribute significantly to stronger customer loyalty and higher satisfaction.

 

 

Three Approaches to Future-Proof Your CCM

More than 1,500 customers in over 50 countries rely on our products.

DocBridge® Software Solutions

Customer Communication Management,
Document Processing and Output

 

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