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A specific Customer Communication Management strategy enables the digitalization and efficiency of the customer journey. Manage inbound and outbound content digitally with the WIIT Digital Platform.

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Customer Communication Management

A specific Customer Communication Management strategy enables the digitalization and efficiency of the customer journey. Manage inbound and outbound content digitally with the WIIT Digital Platform.

Services
SaaS
Customer Communication Management (CCM)

Customer Communication ManagementWhat it is

Through the WIIT Digital Platform, the information coming from the Inbound channels can be processed, interpreted, classified and then made available to the organization and to the reference management process.

The information generated by Enterprise Applications, subjected to Process & Content Automation processes, can be shared with all process stakeholders outside the organization on Digital channels (Outbound), creating a digital reconciliation between “request” and “response”.

The WIIT Digital Platform includes a set of BOTs and Systems capable of digitalizing Inbound and Outbound content management.

CCMThe WIIT approach

WIIT offers an integrated, scalable platform that quickly adapts to the dynamic needs of “Digital Driven” customers. In fact, all customer-brand interactions, which can occur across a wide range of media, including e-mail, SMS, web pages, mobile apps and social channels, are managed through a single integrated technology platform. With the result of increasing on the one hand, the levels of customer engagement and on the other, of improving the productivity of those in the company responsible for managing the information received in the reference processes.

The Benefits

Omnichannel. Using the most efficient communication and transmission channel for the process.

Increased engagement. Facilitate the engagement of Customers in the co-creation of value in the services provided.

Increased productivity. Facilitate the identification of areas for improvement in customer satisfaction.

Utmost compliance. Utmost compliance with organizations internal policies and regulatory framework

Convergence of outbound and inbound. Automation of the processing of incoming and outgoing data and file flows with highly configurable standard automation tools.

Time optimization. Elimination of process delay due to human-intensive or legacy-based activities.

A single orchestrator for many channels

The WIIT Digital Platform enables a multi-channel information management model, on a secure repository, shared and integrated with customers’ pre-existing systems.

Web portal

Web portals are central entry points for customers to access important documents and provide an essential basis for customer loyalty and efficient service. They enable the independent use of resources across the entire customer journey and support companies in optimizing internal processes and meeting compliance requirements.

Advantages:

Enables easy access to documents and information
Customers can use resources independently
Flexibility in contacting the company
Faster and more efficient document procurement
Integration into the sales cycle to meet legal requirements

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E-mail and PEC

Email and certified electronic mail (PEC) are central means of communication whose proper management forms the basis for efficient data processes. With the WIIT Digital Platform, companies can automatically manage the information flow of these communication channels and archive and distribute them in accordance with legal requirements. This improves the efficiency of internal processes and compliance with regulations.

Advantages:

High degree of automation in the management of emails and PECs
Harmonization of the management of emails, PEC and paper mail
Compliance with legal requirements for logging and archiving processes
Creation of a digital data repository for all correspondence

Increased efficiency in the management of correspondence

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Mobile App

Mobile data is an important interface for interaction with companies and must be seamlessly integrated with other communication channels to meet legal requirements. The WIIT Digital Platform supports mobile apps for smartphones and tablets to enable fast and efficient collaboration and unify all communication channels. This increases customer satisfaction and employee productivity through more fluid interaction.

Advantages:

Integration of mobile apps into the communication platform
Faster communication between customer and company
All documents are combined in a single repository
Uniform presentation across all channels

Possibility of handwritten signatures on mobile devices

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Why choose WIIT'S CCM

Choosing a Customer Communication Management platform, like the one developed by WIIT, puts organizations in a position to support customers in their increasingly digital customer journey, while guaranteeing full compliance with internal corporate policies and current regulations.

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Used Platforms

We manage all the main platforms that power our customers' business, guaranteeing performance, safety and reliability where they reside.

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Discover other SaaS services

With the services of the “WIIT Digital Platform” we offer tools and technologies that can innovate and optimize
business processes. In this way, we enable a truly effective, customer-friendly digital transformation.
Discover the other areas where we can make a difference for your company.