Faster, Smarter Customer Experiences Begin Here

Key Takeaways

• A unified customer communication management (CCM) solution eliminates reliance on IT for communication updates, which empowers business users to create and deploy content quickly.
• Fast, personalized, and seamless customer communications help you build customer trust and drive loyalty.
• Save time and money with streamlined processes and automation that increase operational efficiency and improve the customer experience.

Right message, right time: that’s what the modern customer experience is about.

It’s no longer enough to create mass communications for your entire database and hope they’ll resonate. Customers today demand relevant, personalized communication delivered exactly when they need it most.

Businesses that meet this demand head-on are the ones that thrive and build loyalty, while those with slow, outdated communication processes fall behind and lose customers to the competition.

Many businesses struggle with siloed communication systems that are slow, resource-intensive, and require significant IT resources, which impacts responsiveness to customer needs. This is a real problem – with 56% of global enterprises saying that siloed communications prevent them from delivering seamless digital customer experiences.

If these challenges feel familiar to you, a unified customer communication management (CCM) solution can help – it empowers your business users to take charge of changes, streamlines processes, and drastically speeds up time to market for your products and offers.

The Need for Speed in Customer Communication

Timely communication is crucial to the customer experience, with expectations higher than ever. The “Amazon effect” has been a primary driver of this, resulting in businesses of all sizes now being held to a higher standard – one built on the expectation of fast, effortless, and personalized service and customization.

Consider this: 64% of consumers expect real-time responses from companies. That means that every second counts, especially when it comes to resolving your customers’ questions or challenges. And not only that, but you should also be able to proactively share communications that deliver the latest information on what they care about most – that way, you minimize confusion and reduce the need for those customer inquiries from the start.

The problem, though, is that many organizations still rely on IT for communication updates. And on any given day, IT teams have multiple competing priorities.

That means that if you’re counting on your IT departments for communication modifications, your processes will often be slowed down – affecting the agility needed to efficiently address not only customer needs, but changes in the market at large.

This is obviously not ideal, and yet the thought of overhauling current processes that rely on IT can feel daunting, to say the least.

The important thing to remember is that taking steps to achieve faster communications will contribute to an improved customer experience; it’ll help you build trust, boost engagement, and transform casual shoppers or browsers into brand loyalists:

• 60% of consumers have purchased from a brand solely based on the service they expect to receive
• 85% of companies that prioritize customer feedback see an increase in revenue – there’s a direct financial that stems from listening to customer needs

If you’re ready to start the journey, a unified CCM solution is your key to success. Next, we’ll dive into how it empowers your team to drive new levels of efficiency.

Empowering Business Users

First, let’s define a unified CCM. Like the name implies, a unified CCM platform brings together your critical business systems, CRMs, claims, and more, so you achieve seamless data flow and communication that help you improve your customer experience.

It also centralizes content control and visibility into your customer interactions across channels and enables streamlined creation and management of all your customer communications.

Here’s a closer look at a few of the key benefits to know about:

Empower content creators

A unified CCM solution is a win-win: with centralized content control, you’re able to end your reliance on IT for communications updates, which helps conserve their valuable time and resources – and at the same time, you empower your everyday content creators to update, create, organize, and deploy the communications themselves – fast.

All of this, with no previous technical know-how required.

Simplify communication creation and delivery

• Standardize content for reuse and automation. How much time have you spent creating certain pieces of content from scratch, when they aren’t dramatically different from previous communications?

This process can be time-consuming and frustrating – and that’s where standardized templates and reusable content elements within your unified CCM solution can really shine. They help you make updates faster, without needing to revamp and redesign every single time. Then, you can devote your time to tasks that create more value for your business.

And, with the ability to automate the design and delivery process of these tools, you’ll ensure quick, consistent, and error-free communication.

• Accelerate the review and approval process. Knowing that you’re using the right data, content, and channels at the right time makes tedious review processes easy. When you streamline the steps involved, you avoid bottlenecks and achieve faster time-to-market for crucial communications.

These benefits and more come together to deliver a more efficient way for your team to connect with customers through communications that build trust and engagement.

Real-World Results

We’ve covered some of the most valuable benefits, now let’s get another boost of inspiration from real-world results.

Our customers have made transformative impacts across their business with a unified CCM. They’ve:

• reduced communication change time from 90 days to just 90 minutes
• saved over $12 million annually by streamlining over 4,000 non-IT change requests
• implemented and approved 75% of change management tasks without IT involvement

With outcomes like these in mind, what could you accomplish with a unified CCM solution at your organization? How would it help you meet and exceed high customer expectations?

Deliver Faster, Smarter Customer Experiences with a Unified Solution

A unified CCM solution transforms the way you engage with your customers; it accelerates communication delivery, reduces your operational costs, and empowers your team to act with speed and accuracy.

By centralizing content control and streamlining slow, manual, outdated processes, you free up valuable IT resources while enabling your business users to respond to customer needs faster than ever.

When your communications are fast, consistent, and personalized, you build trust, boost loyalty, and drive impactful results with a solution designed to help you increase customer satisfaction and stay competitive in a dynamic business environment.

To learn more about how Precisely can help you simplify your customer communications and deliver faster, smarter customer experiences, read our eBook: Regulated Industries Are Simplifying How They Manage Communications in 2025: Here’s How.