What is Customer Communications Management (CCM)?

Customer communications management (CCM) is a defined strategy that focuses on creating, delivering, storing, managing, and retrieving customer communications.

Why is Customer Communications Management Important to Your Business?

Customer retention is one reason customer communications management is essential to your business. You’ll discover, however, that CCM is critical to your business for many reasons.

How can I Improve Customer Communications Management?

Start with these five easy-to-address ways to improve your customer communications management highlighted in this guide.

What is a CCM approach?

A customer communications management approach requires organizations to direct and optimize all customer communications, so they are consistent, efficient, and personalized.

CCM tools are software solutions designed to manage, automate, and optimize the creation, delivery, and storage of customer communications across channels. These tools ensure businesses deliver consistent communications that are personalized, timely and enhance the customer experience.

What is the difference between CCM and CRM?

Customer communications management (CCM) and customer relationship management (CRM) serve two different business purposes but are complementary to each other. CCM refers to the creation, delivery, and management of personalized communications across channels like statements, invoices, emails, text messages, and other marketing materials. CRM is the broader strategy and technology aimed at improving relationships, retention, and sales. It’s used to manage and analyse customer interactions and data throughout the customer lifecycle.

What's the connection between CCM and customer service?

CCM and customer service share a common goal: to enhance customer interactions and satisfaction. With effective CCM, you empower customer service. Communication is clear, accurate, and supports your customers’ needs because it reduces misunderstandings and improves resolution times.

Doxim Payments: Omnichannel Bill Payment & Processing Solution

“Since implementing our Self-Service Portal powered by Doxim, we have increased online payment adoption by 35%.”— Customer Service Manager, Municipal Water Utility

WEBIANR: Powering Utility Digital Adoption with Customer-Centric Payment Programs | Watch now

Customer accessing digital payment solution

One Platform. One solution.

A frictionless bill-to-payment experience that benefits you and your customers.

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Doxim Payments Solutions

Click through Doxim’s CCM omnichannel payments solutions for an in-depth look.

Anywhere, Anytime Payments

Security & Compliance

Processing, Posting,
Reconciliation

SaaS Portal

Understanding Doxim Payment

Integrating Doxim Payments with Existing Core Platforms

Application Programming Interface (API)

Real-time, synchronous integration.

How it works

1

Doxim interfaces with your core system (Ex, Customer Information System (CIS)).

2

Doxim extracts key customer information, such as amounts due or utility insights, for display to your customer in the Doxim Portal.

3

Doxim inserts key information, such as payment confirmations, directly into your core systems.

Webhooks

Automated callbacks — sends data to a URL in real-time.

How it works

1

Send Doxim alerts or trigger specific workflows using our Webhooks.

2

Doxim can use your core system webhooks for data updates as an alternative to APIs.

Batch File Transfers

High-volume, asynchronous, scheduled payment processing.

How it works

1

Send and receive key information from Doxim using SFTP and SSH as an alternative or a backup to APIs and Webhooks.

Industry’s Highest Payments Security Standards

Regardless of the electronic payment method you choose, our data encryption methods, PCI DSS, NACHA, and SOC 2 compliant payment platform means you can manage them easily and securely.

Click here to learn more about Doxim Payments Security & Compliance

Design. Clarity. Accessibility.

A Robust Solution for Improved Customer Retention.

Let us take you from print and digital bill presentment to payment.

For highly regulated industries like utilities, digital presentment allows for greater compliance through improved record-keeping and enabling the timely distribution of important communications.

See your actual bills! Our omnichannel bill presentment options boost customer experience.

Learn How Here

A 6-Step Implementation of CIS Integrations

From data migration to real-time payments posting, and testing to post-implementation support, our customer communications management Payments Solution makes integration simple.

Step 1

CIS to Doxim

CIS connects to Doxim for customer personalized information and amount due details.

Step 2

Bill Creation

Doxim creates the bill and lets the customer know when the bill is ready.

Step 3

Customer Portal

The customer goes to the Utility Portal (Doxim hosted and white labeled).

Step 4

View the Bill

The customer can view their bill and historical insights.

Step 5

Pay the Bill

The customer pays their bill.

Step 6

Doxim to CIS

Doxim updates the CIS with the payment status.

The Leading Hyper-Personalized Payments Experience

Deliver a consistent, branded, hyper-personalized user experience across all channels.

Offer configurable options for simplified implementation, maintenance, messaging, and support

Configure fees based on ticket amount, payment method, or account type.

Mitigate costs. Create a customized payment mix to suit customer needs based on payment preferences.

FAQ

Can customers see their actual bills?

Yes! With Doxim Payments, organizations in highly regulated industries can help customers see their bills through omnichannel presentment experiences from print to digital.

What is Doxim Payments and how does it improve the billing process?

Doxim Payments is an all-in-one omnichannel billing and payment platform designed to create a frictionless experience from bill presentment to payment. It streamlines collections and reporting for businesses while offering customers an intuitive, mobile-first interface to pay through their preferred channels, effectively reducing the cost per transaction.

What payment methods and channels does Doxim support?

Doxim supports a wide array of payment channels including web portals, mobile devices, pay-by-text, phone IVR, kiosks, and walk-in POS. Customers can choose from various funding sources such as credit or debit cards, digital wallets, ACH, eChecks, and cash.

How does Doxim simplify the bill reconciliation process?

The platform provides ‘penny-to-penny’ reconciliation by consolidating all payment channels into a single source for reporting and funding. It features real-time payment posting to your Customer Information System (CIS) and advanced reporting on the full payment lifecycle, which significantly reduces manual labor for billing and treasury teams.

Is the Doxim Payments platform secure and compliant?

Yes, Doxim holds itself to the highest industry security standards, maintaining PCI DSS, NACHA, and SOC 2 compliance. The platform utilizes tokenization to protect credit card and bank data and features multiple levels of infrastructure redundancy and state-of-the-art backup technology.

Can customers set up automatic or recurring payments via Doxim?

Doxim Payments allows customers to easily enroll in AutoPay or schedule recurring payments through a self-service portal. The system also provides real-time notifications and proactive payment reminders to help customers avoid missed or late payments.

How can businesses manage convenience fees using Doxim?

Doxim offers highly configurable fee models, allowing businesses to choose between absorbed and convenience fee structures. Fees can be customized based on transaction amounts, payment methods, or account types to help mitigate operational costs and personalize the customer experience.

Can businesses drive paperless bill adoption through online enrollment?

With Doxim, businesses in highly regulated industries like utilities can leverage self-serve, online enrollment as an opportunity to select paperless options. Reduce days-to-pay with 1-click payment options and improve your bottom line.