For most companies, the provision of information is one of the most relevant links to their customers. The demand for business documents has increased massively and requires a powerful customer communication management system that can be used company-wide.
This is particularly important for banks and insurance companies, which have to create and send a large number of customer communications on a daily basis. Modern CCM systems enable personalized communication that is tailored to the individual customer. This increases customer satisfaction and promotes customer loyalty.
The migration from traditional text and correspondence systems, such as DOPiX, to modern CCM platforms has long since begun. However, migrating to a new or improved CCM system is anything but trivial.
In this series of articles, we shed light on when and how a CCM migration should be carried out, what you should bear in mind and what role an experienced service provider like dydocon plays in the process.
When you should consider a CCM migration
There are various reasons why a CCM migration may be necessary. If your existing systems no longer meet the requirements, they are not compatible with new technologies, the provider has discontinued the solution or maintenance has become too complex and expensive, it is time to think about a CCM migration.
Other indicators could be that your current systems are struggling to meet the ever-increasing regulatory compliance requirements or to enable channel-appropriate communication. For example, if a customer contacts the company by email, they expect to receive a response in the same way and not by letter.
What you should consider and plan before a CCM migration
The migration to a new CCM system must be thoroughly planned. First, you should carefully analyze your existing system and business processes. What works well and what doesn’t? What are the requirements of the various stakeholders in your company?
Another important aspect is planning the migration process itself. This should include which document templates, layouts and functions need to be migrated, which systems are affected and how the transition should be organized.
Reliably assess the complexity of the existing text inventory before a CCM migration
It is essential to understand the scope and complexity of your existing text inventory that has grown over the years. This includes existing documents, document templates, text modules, variables, the connection to leading systems and other content used in customer communication.
A (partially) automated inventory helps you to reliably estimate the migration effort and plan the necessary resources.
Successfully carry out a CCM migration
A CCM migration is a complex undertaking that needs to be well planned and executed. The combination of strategic planning, a thorough inventory, good project management and technical know-how, supported by an experienced service provider like dydocon, is the key to success.
It is important that you work closely with your service provider throughout the migration. This ensures that all aspects of the migration are taken into account and that the new solution meets your requirements.
dydocon has extensive experience in CCM migrations and can help you avoid pitfalls and ensure that your new solution meets your requirements. Working well with an external service provider can make the difference between a successful migration and one that only causes problems.
Do you have any questions or would you like a non-binding consultation?
Andreas Porstner
CEO
dydocon
Helge Klemm
CEO
dydoconAuthor: summ-it
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