Client Communication Software: What it is and Why You Need it in 2020

Your business may be small but you have a huge amount of administration to handle. You’re juggling schedules, project timelines, client proposals, invoicing, and more. It’s a lot, and one misstep can torpedo your client relationships or business reputation. Client communication management software (CCMS) simplifies and streamlines day-to-day tasks, so you can get back to doing the things you love best about your work. 

client communication management software

What is Client Communication Management Software?

CCMS makes it easy to create, deliver, store, and retrieve all your business communications. Client communication management software helps you tackle:

  • Landing projects with professional proposals templates 
  • Kickstarting client relationships with secure online contracts
  • Scheduling, without the back and forth
  • Monitoring client communications from anywhere, anytime
  • Automating invoicing
  • Making it easy for clients to pay you online
  • Tracking client payments

Let’s discuss in more detail how these benefits make life easier for small businesses and the self-employed.

4 Advantages of Client Communication Management Software

1. Time Savings

In a First Bank survey, time was the most valuable asset to a small business owner. SMB owners often work 52 hours a week, and the majority work six days a week. Some 14% don’t take a vacation. Part of the problem is they’re losing too much valuable time to communications, invoicing, and marketing services.

Running a small business often means struggling to balance quality and growth while doing several jobs at once. Many small businesses, for instance, don’t have the luxury of an administrative assistant to schedule appointments and track project deliverables or a finance manager ensuring you’re getting paid.

Client communication management software is a big time saver. You’re replacing paperwork processes with digital communications, all kept together in one place. Instead of logging in to several different softwares or, worse, trying to track it all manually, a good CCMS gives you an overview of all your communications in one place, making for more timely and effective communication with clients.

Related: 8 Tips for Effective Communication With Clients

2. Improved Productivity

Big businesses often have employees and sometimes entire teams dedicated to fostering client relationships, and even have additional people to actually execute on deliverables. As a small business owner, you may not have those kinds of resources. You could also be working with dozens of small clients to make your income. That adds up to a lot of back and forth to keep up with regarding deadlines, deliverables, and amounts due.

Client communication management software lets you monitor your many clients and projects more easily. Some will give you access to an activity log that keeps you up-to-date on any status changes. Setting up read receipts and real-time status updates lets you know when clients view or read files, sign contracts, and make payments. 

With CCMS automation helping you stay on top of the business side of things, and notifying you of any changes, you can get your work done without feeling pulled in so many directions. 

Some of the best client communication management software also provide a mobile app so you can manage conversations, files, and notifications on the go. I recommend checking out HoneyBook if you value communication software that works on your laptop and on-the-go.

3. Better Cash Flow

Cash flow is king, no matter the size of your business. If it makes you feel any better, virtually every small business owner has cash flow problems. In fact, a U.S. Bank study found that as many as 82 percent of startups and small businesses fail due to poor cash-flow management.”

Unless your small business is in bookkeeping, setting up, recording, and sending invoices and tracking payments may be something you dislike doing. Yet, even personal chefs or home closet organizers need to keep up with the financial side of the business.

Client communication management software ensures cashflow by making getting paid easier. A CCMS organizes the proposal, client agreement, and invoices for easy review in one place. 

Your cash flow can also ease up with a client communication management software that helps you get paid quicker. Some offer the option of customized invoices offering direct online pay capabilities, including with credit card. That means you don’t have to rely on snail mail while you wait on checks to arrive.

With the CCMS tracking invoice status, you can also easily identify payment trends. This can help you plan better for when you want to pay your own bills. Plus, you also get a better picture of your client base. If all your income is dependent on one big client, you’ll be able to see that. That could encourage you to work better deals with other clients. Or look to diversify your client base more, which is easier with the tools your client software provides.

4. Enhanced Customer Experience

Customer experience is a huge differentiator. In fact, an 8×8, Inc. survey found customers prefer the experience they have with small businesses over those they had with large brands. The reasons? Personalization and responsiveness. 

With client communication management software you gain the time and tools to be more responsive and provide an outstanding client experience, even if you’re dealing with a difficult client. The ability to pay online with a credit card will appeal to many clients, but CCMS supports an overall excellent customer experience end-to-end.

Related: 9 Proven Tactics for How to Deal with Difficult Clients

From the very outset, when a client reaches out as a potential lead, you can make a great impression with client communication management software:

  • Customize templates to represent your business in sending back that first email acknowledging the new inquiry
  • Easily put together brochures to showcase your talents and increase your conversion rates
  • Send sleek, professional proposals that make it easy for clients to say yes

Once you’ve won a client’s business, a quality CCMS will save you time in creating online contracts and customer agreements by providing easy-to-use templates. Address everything from liability to overtime or cancellation and payment policies simply selecting from a range of pre-populated contract clauses. Once you’re done, you’d be able to send the document to your client to review and sign online without the dreaded back-and-forth.

Some client communication management software can even connect to your website or social media contact forms to immediately send a response to new inquiries. Creating quick-replies using automated workflows helps you follow up with potential clients first, which increases your chances of winning that client’s business.  

In selecting a CCMS, look also for one that offers a client portal. This lets your business provide clients with an online, interactive, and frictionless client experience. Wherever they are, even on mobile devices, they could be able to access contract details and complete their tasks to keep the project moving forward. While you’re making their lives easier, you’re saving yourself several emails, texts or calls with questions clients can now answer on their own.

The Bottom Line on Client Communication Management Software

Ultimately, you want to be doing what you love — be it photography, writing, consulting, coaching, or what have you. That’s why you got into business in the first place. Writing proposals or emails, scheduling meetings, invoicing and ensuring cashflow are not what brings you joy (though you do like seeing the money come in). 

Client communication management software is the time-saving solution you need. Book clients, manage projects, send invoices, and get paid — all in one place. With the right CCMS you can add automation and mobility while boosting organization and enhancing cash flow and customer experience. Client communication management lets you focus your efforts on the creative side and pursuing your passion to build your business.

Looking for a system to try? 

client communication management software
View of a Project within HoneyBook, where you can communicate, share files, and stay organized with each client.

HoneyBook is a client management software for small businesses that enables you to provide outstanding client services without the hassle. HoneyBook is a simple, all-in-one client communication platform seamlessly integrating with other tools you already use such as Quickbooks, Gmail, Google Calendar and more. 

Ready to get started? You can try HoneyBook risk-free for 7 days (no credit card required).  

Steph Long

Stephanie spends her days helping small businesses discover the tools and systems that make running a business easier, so that they can focus on the part of business that inspires them.