Should I Stay, or Should I Go? Guidance for Those at a Legacy CCM Crossroads

"Should I stay, or should I go?" Now that I have you humming that iconic song by The Clash…let’s talk software! 

I’ve been thinking a lot about that song as I hear about companies sounding the alarm about their Customer Communications Management (CCM) software being sunsetted, lacking an innovative product roadmap, not having a migration plan, and not having an easy on-ramp for digital transformation.

If you're faced with these challenges, you might ask yourself: 

1.   Am I happy with the way things are going with your current provider? Do they make me feel valued? 
2.  Am I being forced to migrate to something that may not meet my needs and will require costly and time-consuming effort on my part? 
3.  Does my current CCM software reflect my company's vision (supporting your journey to the Cloud or Digital Transformation)?
4.  Is the solution that I initially chose still effective? Does it satisfy my requirements and enable me to engage with my customers effectively?

According to ICD's Worldwide Customer Communication Management Software Shares, 2022 report, in the past 18 months, 56% of organizations increased their volume of technology-generated digital customer communications. As the frequency and volume of digital communications continue to grow, investing in a CCM partner that is going to grow with you as you shift towards bidirectional, omnichannel interactions and interactive use cases that drive lifecycle customer engagement is critical. In fact, more than one-quarter of CCM vendor revenue is now being generated by the adoption of new CCM solutions, as more businesses look to move to modern solutions that can drive cloud modernization, digital transformation, and customer experience enhancement. 

Reluctance to abandon existing CCM technology is common in the industry, often due to sunk costs, the ever-present fear of change, and the presumption that a lot of time and effort is required to transition to a new solution. Yet, with the current economic and geopolitical turbulence, the emerging trend of 'quiet cutting,' and the necessity for companies to offer a consistent, personalized customer experience across channels—it is understandable why many are considering a technological shift to future-proof their operations and realize the productivity gains of digital transformation.

If you're undecided about whether to stick with your current CCM solution or transition to a new one, this guide might be just what you need. This vendor assessment guide outlines the five telltale signs of a CCM solution that's reached the end of the road and takes you through a series of questions to help you make an informed, confident decision for your future. 

As you read through the guide to determine the long-term viability of your solution, consider this: Inspire customer never have to worry about their CCM technology no longer serving them because Inspire is the world's most flexible "AnyPrem" solution. Customers can leverage the most viable deployment model for their needs today and switch to a different model with ease, including a SaaS option with new features delivered every two months. While migrating to Inspire may seem like the challenging part, Quadient is recognized as a leader in legacy-to-cloud CCM migration.

“Quadient has transitioned to the cloud, forming a position of legacy migration experience both with its own customer base and other CCM competitive solutions," writes IDC in the Worldwide Customer Communications Management Software Market Shares, 2022 report. 

More significantly, we offer the most advanced migration tool to make it all happen. InspireXpress is a migration tool that leverages AI, machine learning, and natural language processing (NLP) to rapidly extract templates and content from your legacy systems and transform them into an optimized, consolidated communications portfolio that's ready for use with only minimal configuration. And with a collection of cloud-based add-ons, including customer journey mapping, intelligent forms, and web self-service, digital transformation is at your fingertips. 

At Quadient, we're known for our “Open Road CCM”, which actually reminds me of another song… it’s called Go Your Own Way by Fleetwood Mac.  

man contemplating a difficult decision
Signs it's time to leave your legacy CCM behind
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