8 Considerations When Selecting CCM Cloud Vendors

Doculabs clients are trying to determine if they should be moving their CCM platforms to the cloud. Just about all CCM vendors have cloud offerings, but you’d better look closely to decide which is right for you.

Choosing a Vendor

Here are some questions you should ask to help narrow down vendors to consider:

  1. Whose cloud are you going to run on? (AWS, Azure, other): Is the vendor certified on AWS, Azure, Google or other cloud services? Are they operating their own?

  2. Alignment with enterprise and other key apps (Salesforce, Guidewire, etc.): Has your enterprise declared a standard cloud provider? What other applications are you already running in the cloud? Which of those are key integration points for your CCM system? Where are your data source systems located? Where are your delivery and destination repositories located?

  3. Hybrid environment: Have you considered operating your design and development on-premises, while operating your generation and delivery systems from the cloud? This provides a best-of-both-worlds solution.

  4. Single, multi-tenant: Do you require a single-tenant environment, or are you comfortable operating in a multi-tenant cloud?

  5. Cloud-native architecture, or a port of an old batch system: Is the vendor offering designed for operation in the cloud or is it an old batch architecture that’s been retrofitted for cloud operation?

  6. Security: Although it’s widely touted that cloud-provider security is even better than your in-house security, make sure the standards align with your security and data protection standards.

  7. Migration plan: Does the vendor provide any accelerators or utilities to help you migrate the thousands of documents, letters and forms from your current platform to their cloud solution?

  8. Price: Have you been able to accurately forecast the total cost over time for cloud hosting? Have you factored in your operational spikes and data movement charges?

Key CCM Vendors With Cloud Offerings

Each of the vendors below have cloud-based offerings. Other vendors that focus more on mid-market solutions also provide cloud hosting or cloud-ready architectures.

Here is a high-level summary of key vendors:

Quadient

  • Cloud offering is Azure-based with plans to be AWS-certified in 2020.
  • Future plans include a fully Quadient owned and operated cloud service.
  • To help with migration from existing platforms, Quadient has partners using artificial intelligence (AI) and machine learning (ML) to develop accelerators that assist with content analysis and rationalization.
  • Managing the high-volume output in an archive is also provided via a CMOD-based offering by Helix as a managed service.

OpenText Exstream

  • OpenText is focused on providing ECM services on their OT2 platform and integrating with public cloud services, enabling a variety of cloud SaaS options and hybrid on-premises/cloud options.
  • Exstream is focused on delivering microservices on OT2, on-premises and in hybrid cloud environments — particularly for on-demand and interactive communications.
  • Product focus has been on usability of the thin client web designer.

SmartCOMM

  • Provides a multi-tenant AWS microservices solution.
  • A faster engine and cloud scalability have improved SmartComm’s position with regard to high-volume output types.
  • Focus is on integration with other applications such as Salesforce and Guidewire.
  • Working on artificial intelligence/machine learning-based tools to accelerate migrations from other platforms via content analysis and rationalization.

Cloud-Based CCM Deserves Consideration

Regardless of your reason for upgrading or replacing your CCM platform, you should be considering a cloud-based solution. The potential operational and cost benefits may help provide the savings you need to fund the customer experience (CX) improvements you’ve been looking to kick-start. If you have questions about this topic, or need assistance, we're always happy to schedule a call.

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Rich Medina
Tom Roberts
I’m a Principal Consultant for Doculabs with more than 25 years experience, focused on delivering strategies that improve clients’ enterprise content management capabilities, with an emphasis on customer communications management strategies.