[ Was Sie vor einer CCM Migration beachten und planen sollten ]

Migrating to a new Customer Communications Management (CCM) solution is a complex but often necessary task for companies in the finance and insurance industry. If done properly, it can play a crucial role in improving customer communications and engagement. In order to minimize risks and fully exploit the potential of a CCM migration, some important aspects should be considered and planned.

1. define clear goals

Define the goals of your CCM migration in advance. What would you like to improve? Where do you see potential for improvement compared to the current system? There can be many different goals: improving user-friendliness, integration with other systems, increasing efficiency, improving data analysis or simply improving customer communication. These goals should be measurable in order to be able to track the success of the migration.

2. carry out a thorough inventory

An inventory of the current system and the associated processes is crucial. Document the existing processes, data flows and connections to leading systems. Determine which templates and documents are needed and how they are currently created and managed. Identify which functions are urgently needed and what the user experience of the new system should be like.

3. selection of the new system

There are numerous factors to consider when selecting a new CCM system. How well can the system be integrated into the existing IT landscape? How intuitive and easy is it to use? What about scalability, especially with regard to the future development of the company? What about the future viability of the new system? Are there any dependencies on specific operating systems, database and Java versions? Can the system be used flexibly in the cloud and much more?

A careful comparison of different providers is essential here.

4. planning the migration

The migration itself must be planned and structured in detail. Set a realistic schedule and define clear responsibilities. How long must the legacy system continue to be operated in parallel? What is the roadmap for onboarding users from the various departments?

It is important to plan sufficient resources for the migration, both human and financial. Also consider possible risks and draw up contingency plans.

Migrating a Customer Communication Management (CCM) system is a complex process that requires careful planning and coordination. Here are some steps that can help you with the planning:

Phase 1: Needs analysis and preparation

Define business requirementsIdentify the specific business needs and goals to be achieved by the migration.
System assessmentPerform a comprehensive assessment of the current system to identify its strengths and weaknesses.
Selecting a new systemSelect a CCM system that best meets your requirements.
Cost-benefit analysisDetermine the total costs of migration and weigh them up against the expected benefits.
Stakeholder communicationInform all stakeholders (employees, management, customers, etc.) about the upcoming migration at an early stage.

Phase 2: Planning and conception

Create a project planDefine milestones, tasks, schedules and responsibilities.
Plan data migrationDevelop a plan for the transfer of all relevant data from the old to the new system.
System configurationDetermine how the new system should be configured to meet business requirements.
Develop test scenariosIdentify key processes that need to be thoroughly tested.
Determine training requirementsIdentify which employees need to be trained and develop a training concept.

Phase 3: Implementation and migration

System setupInstall and configure the new system according to the defined specifications.
Carry out data migrationTransfer the data from the old to the new system.
System testsPerform tests to ensure that the system functions as expected.
User trainingTrain users in the use of the new system.
Soft launch: Introduce the system in a controlled environment to make final adjustments.

Phase 4: Completion and monitoring

Go-Live: Put the system fully into operation.
Performance monitoringMonitor the system to ensure that it meets expectations and fulfills defined business requirements.
Collect feedbackCollect feedback from users and stakeholders to identify any need for adjustments.
Update documentationEnsure that all system documentation and user manuals are up to date.
Post-migration evaluationPerform a final evaluation to measure the success of the migration and collect lessons learned for future projects.

This is an extensive process that requires the involvement of many different departments and specialists, from IT and data management to customer support and marketing. However, a well-planned and executed migration process can go a long way towards making your company more efficient and better able to communicate with customers.

5. training of employees

User training is a critical step in the implementation of a new Customer Communication Management (CCM) system. Good training can boost productivity, increase user satisfaction and help to minimize errors and inefficient working practices.

Here are some methods that can be helpful when planning and conducting training courses:

Before the training

Needs analysis: Determine the training needs of the different user groups. Not everyone needs the same type and depth of training.
Define learning objectivesWhat should the participants know or be able to do at the end of the training?
Prepare materials and resourcesCreate training materials, presentations and possibly videos to support the learning process.
Develop a training planSet dates, locations and trainers for the training.

During the training

Teach the basicsStart with an introduction to the new CCM system and the reasons for its introduction.
Hands-On Training: Practical exercises are often more effective than pure theory. Give participants the opportunity to work directly in the system.
Modular trainingIf the CCM system has many functions, consider dividing the training into several modules or sessions.
Interactive elementsUse discussions and other interactive elements to encourage engagement and information flow.
Adaptation to different levels of knowledgeTake into account the different levels of knowledge of the participants and adapt the training program accordingly.
Real-time feedbackProvide opportunities for questions and feedback during the training.

After the training

Evaluation and feedbackCollect feedback from participants to assess the quality of the training.
Offer additional resourcesProvide manuals, FAQs or online tutorials that users can use even after the training.
Follow-Up: In the weeks following the training, hold further sessions or webinars to clarify any questions that arise and cover additional topics.
Monitoring and supportEnsure that technical support is available to help with problems or questions about using the new system.
KPIs and performance metricsTrack metrics to measure the success of the training initiative.

Through thorough and well-planned training, you can ensure that your team fully utilizes the potential of the new CCM system, ultimately leading to improved customer communication and more efficient workflows.

6. continuous monitoring and adjustments

After the migration, it is important to monitor its success and make adjustments if necessary. Use the new system’s reporting functions to identify and rectify problems at an early stage.

7. allocate costs to the individual departments

Many companies want the individual departments to share in the costs of the new CCM system.

This is where we come in with our dydocontrol product.

dydocontrol ensures end-to-end document tracking across the entire process chain. From the time of delivery from inventory systems (correspondence order) to the final delivery to the recipient, whether via e-mail, portal, print and postal dispatch or other dispatch channels.

dydocontrol enables operational control, thus facilitating error analysis and creating the conditions for the resumption of interrupted processes within the document process chain.

The recommended option of initially assigning cost centers to documents enables complete cost control by determining the volumes these documents reach, as well as the accumulation of the necessary process steps of the required dispatch route.

The collected data is made available for statistical analysis via a business intelligence connection.

After the migration, it is important to monitor its success and make adjustments if necessary. Use the new system’s reporting functions to identify and rectify problems at an early stage.

A CCM migration is not a simple process, but with careful planning and preparation it can lead to significant improvements in customer communication. It is therefore worth investing sufficient time and resources in this process.

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

Andreas Porstner

CEO

Helge Klemm

CEO

Author: summ-it