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How you can benefit from our expertise during CCM migration

In a world characterized by rapid communication and change, companies in the finance and insurance industry must constantly adapt to new requirements. One such adaptation is the migration to a modern Customer Communication Management (CCM) system. However, implementing a new CCM can be challenging and requires a strategic approach to ensure success.

With our many years of expertise and clear focus on output management and customer communication management, we have helped numerous customers to master these challenges with confidence.

Planning and preparation

The migration to a new CCM system begins with a thorough planning and preparation phase. Here, a detailed plan should be drawn up that takes into account the specific requirements of the company. This includes identifying business processes that could be affected by the migration and ensuring that they can continue to run efficiently during and after the migration.

Based on a (partially) automatic analysis of resources, we find the optimal migration path for your company, combining maximum efficiency with low costs. This not only saves you time, but also protects you from unpleasant surprises.

Thanks to our knowledge and experience in the industry, we can make a decisive contribution to this process. support. We help to identify potential stumbling blocks and develop strategies to overcome these challenges.

Choosing the right CCM platform

Choosing a new Customer Communication Management (CCM) solution is an important decision that requires careful consideration and planning. Here are some factors to consider when making your choice:

Functionality and features

Channel-appropriate communicationThe system should offer the option of managing communication via various channels (letter, e-mail, web portal, fax, SMS, etc.).
PersonalizationThe ability to customize messages to specific customer segments or individual customers is critical to the effectiveness of communication.
AutomationSearch for features such as automated workflows, campaign management and trigger-based notifications.
ScalabilityThe system should be able to grow with your company.
User-friendlinessThe system should be intuitive and easy to understand in order to increase employee acceptance.

Technical requirements

IntegrationThe CCM system should be able to be seamlessly integrated into existing systems such as CRM, inventory systems, specialist applications or other databases.
SecurityEnsure that the solution complies with data protection standards and offers sufficient security measures.
Reliability and availabilityThe system should be stable and offer high availability, especially if it is used for critical business processes.

Costs

License feesUnderstand how licensing works and what it covers.
Implementation costsConsider the costs for the initial setup and possible customizations.
Operating costsThink about ongoing costs for maintenance, support and possible upgrades.

Provider evaluation

Reputation and reliabilityResearch the provider’s reputation and look for customer reviews and case studies.
Support and customer serviceGood support is essential for problem-free implementation and ongoing operation.
Flexibility and adaptabilityThe provider should be able to adapt the product to the specific needs of your company.

Test phase

Demo or pilot project: Many providers offer a demo version or a pilot project to test the solution in a real environment.
Feedback from end usersCollect feedback from end users during the test phase to identify any weaknesses or potential for improvement.

By considering these factors, you can make an informed decision and select a CCM solution that fits your company’s needs and requirements.

We know the advantages and disadvantages of all common CCM systems and can provide you with manufacturer-independent advice.

Implementation and integration

An important part of CCM migration is the actual implementation and integration of the new system into the existing infrastructure. This involves installing the system on a technical level, linking it with the existing conversion and existing systems, transferring data and integrating it into the business processes.

Implementing a new Customer Communication Management (CCM) system is a complex process that requires careful planning and coordination. Here are some important aspects that should be considered during implementation:

Project planning

Putting together a project team: An interdisciplinary team of IT experts, project managers, representatives of the specialist departments and possibly external consultants should be put together at an early stage.
Schedule and milestones: Set a clear schedule with important milestones to monitor progress.
Budget planning: Create a detailed cost breakdown that takes into account both one-off and ongoing costs.

Requirements analysis

Range of functions: Clarify in advance which functions and interfaces the new CCM system must have.
Data security and compliance: Ensure that the system meets the legal requirements for data protection and data security.

Technical preparation

Infrastructure: Ensure that the necessary hardware and software are available and that all system requirements are met.
Data migration: Plan and test the process for transferring existing data to the new system.
Integration with existing systems: Make sure that the CCM system can be easily integrated into the existing system landscape (e.g. CRM, ERP).

Implementation phase

Pilot phase: Introduce the system initially in a smaller department or with a limited user group in order to identify potential problems at an early stage.
Feedback loops: Collect regular feedback from users and make adjustments if necessary.
Documentation: Record configurations, settings and adjustments carefully so that you can react quickly in the event of problems and update or expand the system more easily at a later date.

Training and rollout

User training: Plan training for end users to make the transition to the new system as smooth as possible.
Rollout strategy: Decide whether the system should be introduced in phases or all at once and plan the rollout accordingly.

Follow-up and operation

Monitoring: Monitor system performance and user activity to detect any problems at an early stage.
Support: Ensure that sufficient support is available for users, especially in the initial phase.
Updates and maintenance: Plan for regular system maintenance and updates to keep the CCM system up-to-date and secure.

Thorough planning and careful implementation can minimize many risks and maximize the success of the new CCM system.

Cloud-based systems such as the IBM Output Management Factory offer major advantages here. The numerous advantages of the software include format independence, high flexibility and stability in the processing procedure thanks to parallelization and extensive configuration options for cloud-based multi-channel output management.

Our expertise is invaluable here and we ensure that the implementation runs smoothly and that the system is effectively integrated into the existing processes and IT environment. We offer customized training and ensure that your employees can make the best use of the new system.

Test, test, test

Before the final go-live, the new system should be tested extensively. Thorough testing can identify errors, performance gaps and integration difficulties before the software is rolled out across the entire organization.

Here are some aspects that should be considered during testing:

Test planning

Define test objectivesClarify what exactly is to be tested, e.g. functionality, performance, security, etc.
Assemble the test teamThe team should consist of various stakeholders, including technicians, business analysts and end users.
Prepare test dataGenerate realistic data that can be used to test the various modules and functions of the system.

Functionality tests

Module testsEach module or function of the system should be tested individually to ensure that it works as expected.
Integration testsCheck how well the CCM platform integrates with existing systems (such as CRM, ERP, etc.).
End-to-end testsThese tests simulate realistic user scenarios and check whether the system works as a whole.

Performance tests

Load testsCheck how the system works under high load, e.g. with many simultaneous users or high data volumes.
Stress testsThese tests are designed to show the limits of the system and how it behaves under extreme conditions.

Security tests

Data protectionEnsure that the platform complies with all data protection regulations and guidelines.
Penetration testsTry to “hack” the system to find vulnerabilities in the security system.

Usability tests

Ease of useAssess how easy the system is for end users to operate.
AccessibilityEnsure that the system is also accessible for people with disabilities.

Acceptance tests

User feedbackCollect feedback from end users during and after the test phase.
Identify the need for customizationFind out which adjustments are necessary before the full rollout.

Documentation

Test logsRecord all test results, anomalies and corrective measures.
Lessons LearnedDocument what was learned during the testing process to improve future implementations.

Our approximately 30 employees can provide the best possible support with numerous test scenarios and thus ensure the go-live.

Continuous improvement and maintenance

Even after the successful migration to the new CCM system, dydocon’s role remains crucial. We provide ongoing support and advice to ensure that your business can realize the full potential of the new system. In addition, we help to resolve any issues that arise and make adjustments to adapt to changing business requirements.

CCM Migration – Conclusion and outlook

Migrating to a new CCM system is an important step for companies to modernize their communication strategies, interact more effectively with their customers and thus retain them.

Our clear focus and many years of expertise play a decisive role in this process. With our industry knowledge and comprehensive technical expertise, we make a decisive contribution to making the migration smooth and successful, paving the way for effective and customer-oriented communication.

A CCM migration is a complex task that requires strategic planning, coordinated implementation and ongoing maintenance. But with our support, you can ensure that your business will reap the benefits of a modern CCM platform – including improved customer satisfaction, increased efficiency and cost savings.

Do you have any questions or would you like a non-binding consultation?

Andreas Porstner

CEO

Helge Klemm

CEO

Author: summ-it