ROI and TCO in CCM: lots of acronyms, but impressive results
- Olivier Lebleu
- 1 day ago
- 3 min read
CCM, ROI, TCO... So many acronyms! And yet, behind this jargon lies a very concrete issue: for large billers, modernizing customer communications management (CCM) can represent hundreds of thousands, or even millions of euros in savings on the creation and sending of their management documents: invoices, account statements, insurance policies, payslips, letters, etc.
Deciphering a financial lever that is too often underestimated.
The CCM, a strategic... and costly legacy
Since the arrival of document composition solutions in the 1990s, business documents have been considered a strategic asset for both the company and its customer relationships. As such, major billing companies have historically invested in extremely expensive solutions.
Banks and financial institutions
Insurance companies and mutuals
Hospitals and healthcare facilities
Local authorities and public bodies
Utilities (energy, water)
Telecom operators
At the time, these investments were justified by massive production constraints, particularly those related to industrial printing and envelope stuffing.
The game has changed: from batch to interactive
Today, the document—or rather the message, since more than 70% of documents are now sent electronically—retains all its strategic, legal, and relational importance. But the production context has profoundly changed:
The physical constraints are eased:
Printing is becoming extinct and electronic distribution is becoming the norm.
Documents are increasingly being managed directly by business units within large billing companies, without systematically depending on the IT department.
An increasing proportion of documents are triggered by end users themselves, in self-service mode.
The center of gravity is shifting from batch processing to interactive and on-demand production.
As a result , most major billing companies must adapt, either to new versions of software from their long-standing suppliers or to new players like NAELAN. In both cases, this involves a migration project between versions or between products.
The primary source of savings: model optimization
A CCM migration project is the ideal opportunity to streamline your document assets .
Two main levers allow for a drastic reduction in the number of models to be maintained:
Resource sharing: sharing content blocks, styles, layouts and rules between templates.
Intelligent conditioning: the same model adapts dynamically to contexts (brand, product, channel, language, customer profile).
The results are spectacular: some NAELAN customers have reduced their number of models by more than 10.
It's an interesting project that will sustainably reduce maintenance costs. But the main source of savings isn't necessarily there.
The real source of savings: switching to the CCM solution
The main source of savings lies in changing solutions, particularly to NAELAN's KSL Suite solution.
While offering the same features, performance and level of security as the major players in the market, NAELAN allows its customers to make major savings, both in the short term and year after year, over the entire duration of the contract.
Figures observed among NAELAN customers
Analysis of data from recent customers across all industries who migrated from a competitor's solution to NAELAN reveals remarkable results:
ROI between 8 and 14 months, including model migration project.
TCO over 5 years divided by 2.5 to 5 in On-Premises mode.
In SaaS, the TCO is even more advantageous.
How can we explain an ROI of 8 to 14 months?
The return on investment includes all project costs:
Investment in NAELAN's KSL Suite software.
Team formation.
Model migration, the cost of which is reduced thanks to the tools and migration assistance methodology developed by NAELAN.
How can we explain a TCO divided by 2.5 to 5?
The total cost of ownership (TCO) is explained by two factors:
A suitable and reasonable licensing cost, both on-premises and SaaS.
Lower operating costs thanks to a modern and unified solution, where batch, On-Demand and interactive on one side, paper and electronic on the other, are perfectly integrated into a single solution.
No more stacked architectures, redundant modules and teams dedicated to each production mode: a single platform covers all needs.
Reduce your document TCO by 2027
If you are a large invoicer, you can reduce your TCO on the management of your acquisition and loyalty documents from 2027 onwards.
Your project could be:
From a purely financial perspective : with a constant functional scope, you divide your costs.
Functional : you modernize your document platform while reducing your costs.
In both cases, you win with NAELAN.
Take action: your free ROI/TCO study
Every situation is unique: volumes, number of models, channels, existing architecture. That's why NAELAN offers you a free, personalized study of your ROI and TCO.
In 30 minutes, assess your current situation and get an initial estimate of your potential savings.
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