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The ROI of a SaaS Customer Communication Management Platform: How to Measure Success

Mike Jones
June 8, 2023
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In today’s fast-paced business world, it’s crucial to have a seamless and efficient customer communication management system in place. SaaS (Software as a Service) customer communication management platforms can help streamline communication processes and improve customer engagement, leading to increased revenue and improved operational efficiency. However, to ensure that your investment in a SaaS CCM platform is delivering a positive return on investment (ROI), it’s crucial to measure its success. In this blog, we’ll explore the ROI of a SaaS CCM platform and how to measure its success.

What is a SaaS Customer Communication Management Platform?

A SaaS CCM platform is a software solution that enables businesses to manage and automate customer communication across multiple channels, such as print, email, SMS, social media, and more. Unlike on-premise CCM solutions, SaaS platforms are cloud-based, which means that they are accessible from anywhere and do not require any local installation or maintenance. SaaS CCM platforms are a popular choice for businesses of all sizes, as they provide a flexible and scalable solution that can adapt to changing customer needs and preferences.

Measuring the ROI of a SaaS Customer Communication Management Platform

Investing in a SaaS CCM platform can provide significant benefits for your organisation, but it’s essential to measure its ROI to ensure that it’s delivering value for money. Here are a few key metrics to track when measuring the ROI of a SaaS CCM platform:

1. Customer Engagement

One of the primary benefits of a SaaS CCM platform is improved customer engagement. By delivering personalised and relevant messages, businesses can increase customer satisfaction and build loyalty. To measure customer engagement, track metrics such as open rates, click-through rates, and response rates. If these metrics are increasing, it’s a sign that your SaaS CCM platform is delivering value.

2. Sales

A SaaS CCM platform can also help drive sales by delivering targeted messages to customers that encourage them to make a purchase. To measure the impact of your SaaS CCM platform on sales, track metrics such as conversion rates, revenue per customer, and average order value. If these metrics are increasing, it’s a sign that your SaaS CCM platform is driving revenue growth.

3. Operational Efficiency

A SaaS CCM platform can also help streamline and automate customer communication processes, leading to improved operational efficiency. To measure the impact on efficiency, track metrics such as time-to-market for new campaigns, customer service response times, and cost savings. Measure the reduction in time required to create and distribute customer communications. Assess the amount of time saved by automating processes and compare it to the previous manual efforts. Determine if the CCM platform has improved employee productivity by streamlining workflows, reducing errors, and enabling efficient collaboration. z

If these metrics are improving, it’s a sign that your SaaS CCM platform is delivering operational benefits.

4. Cost Savings

Another benefit of a SaaS CCM platform is the potential for cost savings. With a cloud-based solution, businesses can save on IT infrastructure and maintenance costs. To measure cost savings, track metrics such as the cost of maintaining an on-premise solution versus a SaaS solution. Evaluate the reduction in costs associated with manual processes, such as printing and postage. Calculate the difference between the expenses before and after implementing the CCM platform.

If you’re saving money by using a SaaS CCM platform, it’s a sign that your investment is delivering ROI.

Conclusion

By tracking key metrics like customer engagement, sales performance, operational efficiency, and cost savings, businesses can evaluate the success of their SaaS CCM platform implementation. If these metrics show positive trends and improvements, it indicates that the investment in the platform is delivering a favourable ROI. Ultimately, by effectively measuring the ROI of a SaaS CCM platform, businesses can make informed decisions, optimise their communication strategies, and achieve sustainable growth in today’s competitive market landscape.

Mike Jones
Partner Development Manager
Mike Jones
Partner Development Manager
Mike initiates partnering opportunities and take great care of current business partners. He likes discovering and meeting with potential clients who can benefit from Airdocs’ SaaS. Mike has worked in the field of document generation and customer correspondence for 25 years.

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