Boost customer engagement with ultra-personalized communications designed for the digital and print channel, screen size and mobile device preferences of the customer
What is customer communications management (CCM) software?
CCM software enables organizations to create, manage and deliver highly-targeted, relevant customer communications for multiple digital and print channels. This includes letters, invoices, bills, statements and other customer correspondence. The best customer communications software helps companies streamline and automate their customer communications, support customer engagement initiatives and seamlessly integrate with existing business applications.
CCM Software overview
OpenText™ Exstream enables organizations to create remarkable customer experiences through the design and delivery of ultra-personalized, consistent, compliant, communications–delivered anytime, anywhere. Designed for omnichannel customer communication management (CCM), Exstream leverages the data and content that already exists within the organization to transform typical customer communications into highly-personalized, engaging customer experiences on the preferred digital and print channels, screen sizes and devices of the customer.
With a customer base of more than 5,000 customers worldwide, Exstream has been used in a variety of industries to power the transformation of all types of data, in whatever file sources, formats and systems, into relevant and insightful customer communications.
With on-premises and cloud deployment options, Exstream is scalable to fit the needs of any department or complex enterprise environment. And, its accelerator packages allow for easy integration with core systems to speed key business processes.
Exstream features
OpenText™ Exstream demo
Mobile customer communications
Design and simulate responsive digital communications so that HTML outputs scale and flow correctly, regardless of the device or screen size, i.e., mobile, tablet or desktop. Import and access cascading style sheets (CSS) directly from the design database, and easily create or update rich web content.
Business content authoring
Allow non-technical users to create and change text and graphic messages in Exstream templates, without waiting on IT. Users have control of crafting, editing and personalizing content, and can create content and business rules as needed.
Interactive editing
Leverage web-based, controlled editing for fast, personalized, one-to-one communications.
Customer engagement analytics
Track electronic communications delivery and respond automatically to failures or bounce-backs through an unlimited number of failover channels. Get consolidated visibility into delivery, tracking and response information for electronic communications.
Create dynamic and accessible PDFs
Deliver “Universally Accessible” PDFs and include dynamic charts, videos, hyperlinks and other rich, multimedia elements. Ensure customers can access content with communications that comply with Web Content Accessibility Guidelines (WCAG) 2.0 standards to adhere to Section 508, the American Disabilities Act and Accessibility for Ontarians with Disabilities Act (AODA).
Document repository
Stay organized by managing the flow of documents more effectively and easily find important files with built-in advanced search capabilities.
Integrated communications
Integrate with data and content from any application, including enterprise resource planning (ERP) software and customer relationship management (CRM) tools, such as Salesforce.
Customer success stories
After looking at other communication packages on the market, we chose OpenText Exstream because it allows us to effectively communicate with our customers, and gives us a competitive advantage.
Using OpenText, we’ve reduced the volume of forms by 28 percent, and based on business user experiences thus far, we expect annual savings of 70,000 business user hours once all of the centralized printing is complete.
Tailor communications and content to deliver a more personalized experience that boosts customer engagement, drives revenue, increases brand loyalty and helps with brand consistency.
Multichannel communications
Reach out to your customers through their preferred channel, including smartphones, social, email, SMS and more. Providing communications through preferred channels can help increase business metrics, such as click-through-rates (CTRs).
Document automation
Automate and re-purpose dynamic templates and documents to save time, money and the need for technical resources.
Software deployment options
Fit every need, from small, departmental projects to complex enterprise-wide deployments with a choice of on-premises, cloud or hybrid cloud deployment options.
Risk management
Respond to regulatory changes and mandates quickly with the flexibility of editing content and templates as well as adhering to accessibility requirements.
Maximize customer lifetime value
Gain actionable insight into the true value of customers by creating future communications with more precision and accuracy. Customer lifetime value metrics also help uncover important data about customer interactions throughout each touchpoint.
Industry tailored customer communications software
Exstream is used in a variety of industries to deliver better customer experiences for policy holders, health plan members and other customer segments. Learn how a CCM solution can help overcome industry-specific challenges.
