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What is Customer Communication Management (CCM)?
Automate document creation, control delivery, and manage communications across all channels.

Utility providers must reliably deliver thousands of documents every day – including invoices, service orders, and contracts – via email, postal mail, online portals, or ePost. Traditional processes are often error-prone, lack standardization, and are difficult to scale.

Customer Communication Management (CCM) centralizes and automates customer communications based on rules – fully integrated with ERP or CRM systems.

CONVOTIS provides a powerful CCM solution for automated document generation, efficient workflows, and compliant communication – ensuring an optimized customer experience for the energy sector.

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When CCM makes sense.

Whether in energy sales, grid operations, or customer service – wherever legally relevant documents are generated and sent on a regular basis, Customer Communication Management delivers its full value.

Typical use cases include generating invoices, SEPA notifications, payment reminders, price adjustment notices, or tariff change letters – fully automated, audit-compliant, and seamlessly integrated with your ERP or CRM systems.

When your communication volume grows daily

Rising demands in customer communication – such as billing, contract documents, or outage notifications – quickly exceed the limits of manual processes. With thousands of documents generated each day, CCM ensures stable, automated workflows and scalable processing across all communication channels.

When your ERP and portals are already at the core of your system landscape

A modern CCM system integrates seamlessly into existing ERP and portal infrastructures – such as SAP IS-U or industry-specific portal solutions. This enables rule-based document creation, output, and archiving – without media disruptions and with full control over content, layout, and delivery channel.

When you need B2B formats or electronic invoicing standards

Do you send ZUGFeRD, XRechnung, or other eProcurement documents? CCM systems provide automated support for standardized formats used by utility customers and business partners. This ensures interoperable and legally compliant communication – without media disruptions and with full ERP integration.

When fast projects with minimal implementation effort are required

CONVOTIS CCM is cloud-based and operates via an intelligent app gateway – ideal for utility providers seeking rapid go-live without complex IT projects. The solution connects directly to portals or ERP systems (e.g., powercloud), offers comprehensive monitoring and reporting features, and allows flexible template configuration.

Key benefits of our CCM solution.
Why it’s worth the investment for utility providers.

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Technology expertise with an industry focus

Our solutions are built not only on leading technologies – they’re specifically designed to meet the demands of the energy sector. We bring deep industry knowledge and utility-specific expertise to every project.

Process
Separation of structure and content – for maximum efficiency 

IT and business teams work independently: while technical experts control the structure, business users manage content on their own – enabling greater agility and faster implementation.

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Central components, easily distributed

Develop once, use everywhere: updates for regulatory changes or new features can be deployed centrally and rolled out across systems – efficiently, securely, and future-ready.

How we support you
CCM tailored to your communication needs.

Our CCM services cover the entire lifecycle of your customer communication – from analysis and integration to the operation of cross-channel delivery processes.

CCM Analysis & Strategy

We analyze your existing communication processes, IT systems, and delivery channels to develop a customized target architecture for your CCM. In doing so, we take into account regulatory requirements, your existing ERP/portal landscape, and all relevant document types – from consumption billing to customer correspondence.

Implementation & Integration

We implement the technical solution and seamlessly integrate it into your ERP, billing, or portal systems – such as SAP IS-U or powercloud. We ensure controlled data flows, dynamic template population, and smooth interaction between all modules.

Omnichannel Output Processes

We configure and manage all delivery channels – whether portal, print, email, ePost, or De-Mail. Physical dispatch including envelope insertion and postage optimization is also supported. This ensures reliable and legally compliant communication with your customers through their preferred channel.

Document Logic & Rule Sets

We define the complete document generation process – from templates and text modules to complex rule sets. Content is automatically generated based on the business context – including dynamic placeholders, conditional logic, and multilingual output.

Compliance & GDPR Conformity

We ensure data protection-compliant processes – including secure data transmission, access control, and audit-proof traceability. Your CCM solution meets all regulatory requirements and is fully auditable.

Operations & Support

We operate your CCM platform in certified data centers located in Germany. Our support team ensures smooth operations – including monitoring, maintenance, and technical assistance.

Flexible Service Models

We take over defined subprocesses or the entire Customer Communication Management – either temporarily (e.g. as vacation cover) or on a permanent basis. Operational tasks such as rule set maintenance, test runs, and omnichannel output are managed reliably and efficiently within a BPO model.

CCM for Utility Providers
Powering up your customer communication.

We support you in digitizing your customer communication management – with an innovative, flexible, and future-ready CCM approach.

Whether electricity, gas, water, or district heating – with CONVOTIS, you design communication that is efficient, compliant, and customer-focused.

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Energy providers who trust in CONVOTIS

HSG
Elli
Prokon
e.optimum
LeineEnergie
HSG
Elli
Prokon
e.optimum
LeineEnergie
 

Your next step starts here.
Optimize your customer communication – structured, digital, and automated.

Would you like to automate your customer communication, ensure compliance, and integrate it directly into your ERP and portal systems? Let’s start with a short conversation to better understand your needs. Based on that, we’ll create a tailored CCM concept – and support you from planning to go-live.


Just fill out the form – we’ll get back to you shortly.

FAQ

What companies ask most often when implementing CCM. These are the questions we frequently encounter in projects focused on automating and optimizing document-based customer communication.

What is Customer Communication Management – and what is it used for?

Customer Communication Management (CCM) refers to the software-based creation, control, and delivery of business-critical documents – such as invoices, contract information, or payment reminders. Content is generated automatically from ERP or CRM systems and delivered to customers via digital or physical channels.

How does ERP integration work in a CCM solution?

A modern CCM system integrates seamlessly into existing ERP and portal infrastructures. This enables rule-based document generation, output, and archiving – without media disruptions and with full control over content, layout, and delivery channels.

Which channels are supported by an omnichannel CCM solution?

.A powerful CCM platform supports true omnichannel communication: portals, email, ePost, De-Mail, print, and physical mail. Delivery channels are centrally managed – based on document type, customer preferences, or regulatory requirements. Flexible switching between digital and postal channels is also possible.

How does a CCM solution ensure compliance and data protection?

CCM solutions meet the requirements of the GDPR and industry-specific regulations. This includes encrypted data processing, access controls, audit-proof archiving, and full logging of all communication processes. This ensures complete control over sensitive customer data at all times.

Which companies benefit most from using CCM?

.Customer Communication Management is particularly valuable for companies with high communication volumes, regulatory requirements, and the need for consistent omnichannel customer engagement.

CONVOTIS CCM is a cloud-based solution that operates via an intelligent app gateway – ideal for utility providers looking for a fast go-live without complex IT projects. The solution connects directly to portals or ERP systems, offers extensive monitoring and reporting features, and allows flexible template configuration.