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.
Successful companies rely on always-available and highly personalized communication through the customer's preferred channel – while ensuring accessibility.
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.
The future belongs to companies that understand customer expectations, act proactively, and see communication as the key to long-term customer loyalty.
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.
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Enhance the customer experience by seamlessly integrating all current and future communication channels.
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.
Reduce time and maintenance efforts by strategically reusing process components. Even complex processes can be flexibly scaled and adapted to new requirements.
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.
Standardized templates and reusable content blocks allow for fast and efficient content creation (AI-powered). Business users can manage and utilize content company-wide without relying on IT resources.
Ensure consistent and legally compliant customer communication through centrally managed resources and clearly defined creation, review, and approval processes.
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.
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.
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.
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.
Take your customer communication management to a new level!
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.
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.
The AI Assistant is a powerful feature, directly integrated into the user interface. More than just a help file or chatbot, it provides context-aware support for workflows and increases productivity. It takes on two main roles: supporting resource creation and acting as a product expert on demand.
Support for Creation & Optimization
For the creation and optimization of communication resources such as templates, data dictionaries, and tagging templates, the AI Assistant provides valuable help. A designer, for example, could generate a DFF template with header and footer and a two-column layout. Beyond that, the assistant helps to systematically adapt and optimize the various building blocks of communication.
Product Expert: Answers instantly
Fast, precise answers from the official product documentation are available instantly, without interrupting the workflow or lengthy searches. Example: To the question “How can a template be created?” the assistant provides a clear, step-by-step guide, specific to the software version being used.
Compart demonstrates how Artificial Intelligence (AI) is transforming Customer Communication Management (CCM).
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.
Precise reviews increase trust in your customer communication. Learn how effective document approval contributes to the quality of customer communication:
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:
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.
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.
Our free checklist shows you what matters for a successful CCM migration. Focus on efficiency, security, and sustainable solutions. Get valuable expert tips:
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
Seamlessly integrate all current and future communication channels for increased positive customer experience.
Relevant Conversations
Highly personalized and interactive content – on-demand, in batch processing, or dynamically.
Compliance and Security
Ensured through centrally managed resources and clearly defined creation, review, and approval processes thus minimizing costly risk.
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.
"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 –
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.
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.
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.
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.
