Legacy CCM Costs Too Much. Here’s What Top Enterprises Use Instead

CCM Solutions are bleeding your P&L dry—about $83 K every single month—and no, your CFO hasn’t read the fine print. Your business already eats rent, payroll, and a dozen SaaS fees; why bankroll software that still needs a PhD in COBOL just to stay online?

Customer Communication Management (CCM) solutions belong in the “slash or upgrade” column. If you’re propping up a legacy platform with specialist IT elbow grease, you’re burning cash 24/7 (plus the 2 a.m. maintenance calls).

The smarter move? Experlogix. It’s plug-and-play, cloud-native, and built for people who don’t have time to wade through 600-page admin guides:

• Point-and-click simple
• Agile enough to keep pace with policy shifts
• Compliance baked in, not bolted on
• Documented OPEX cuts north of 40 %

Ready to cauterise that legacy cash leak? Let’s dissect why old-school CCM bleeds budget—and how a clean break flips spend into ROI.

The Hidden Costs of Legacy CCM (Buckle Up, There’s a Bunch of Them)

The cost to implement legacy CCM solutions is enormous.

The average enterprise spends somewhere between $200k and $1M to get a legacy CCM up and running. But you’ve already done that. It’s water under the bridge. Now you’re good, right?

Not exactly. Legacy CCM costs you a ridiculous amount of money every day. This is because there are hidden operational costs to using this old-school software:

IT Dependency

Implementing CCM isn’t enough. Your enterprise has to actually use the software.

Sadly, most legacy CCMs are hard to operate. So, many enterprises hire third-party IT teams to update and maintain their systems. As you know, it costs money to work with these professionals.

But let’s pretend your enterprise can update and maintain its CCM internally. It has a crack team of programmers to quickly design automated document workflows.

You’re still dependent on IT. What if you need to update a document workflow right now, but IT can’t get to your request until next week? Worse, what if the person in charge of this process leaves your company? You could experience opportunity costs that leave your business in a tight spot.

“Training internal staff to use and maintain a CCM solution is difficult. Often, it leads to the realization that there will be a permanent dependency on the implementation partner/integrator. The learning curve is just too steep” — Erwin Buggenhout, Document Automation Product Manager, Experlogix

Time to Market

As mentioned, it takes time to update document workflows with legacy CCM software. This can lead to opportunity costs—especially in the financial services, healthcare, and government spaces.

Think about it: the products these companies sell are largely based on paperwork. A financial institution might sell loans or insurance policies. A healthcare provider sells expertise and medical procedures. And government organizations collect taxes. All these products need written documentation.

If your enterprise can’t produce updated and personalized communications in a timely manner, it will lose customers. Then it will lose revenue.

“If paperwork is essential to the product you sell, as it is in the financial, healthcare, and government industries, the time it takes to iterate a document process can have a tremendous impact on your bottom line.” — Erwin Buggenhout, Experlogix

Compliance Issues

Inability to respond fast to changing circumstances is super problematic.

First, it leads to missed opportunities. Second, it complicates regulatory compliance. After all, laws change quickly. If you can’t keep up with these changes, you’ll pay hefty fines.

How about a real-world example? On June 28th, 2025 the European Accessibility Act will take effect. The EAA mandates accessibility standards for digital products and services, emphasizing usability for individuals with disabilities. While not explicitly addressing document output, the EAA indirectly highlights the importance of ensuring document accessibility to meet broader digital accessibility goals.

In the US, Section 508 of the Rehabilitation Act sets similar standards, and so does the Disability Discrimination Act in Australia, or even on a more local level, the Accessibility for Ontarians with Disabilities Act in Canada. 

Is your brand ready to adapt? And while you are adapting to new accessibility requirements, at the same time European countries are rolling out electronic invoicing requirements. These are based on Europe’s Electronic Invoice Directive 2014/55/EU, which mandates electronic invoicing for public procurement, but is broadened by several member states to all B2B transactions. Are you ready to send invoices in UBL/XML format to customers in Germany or Belgium? 

There’s a lot to think about when it comes to following the rules. Being aware of all applicable rules may be a challenge in itself, if you operate on a global scale, let alone being fast to implement the changes that are needed to make your digital document processes comply. For sure slow update cycles of a legacy CCM deployment won’t help you.

“If you depend on third parties or scarce internal know-how to operate your CCM, it will be hard to comply with evolving policies and regulatory requirements.” — Erwin Buggenhout, Experlogix

Loss of Productivity

We’re in the midst of a technological revolution.

Cloud-based solutions allow companies to access data from anywhere and scale operations faster. AI-powered platforms eliminate manual tasks, which can improve productivity and results.

Legacy CCMs aren’t able to fully capitalize on either of these advancements. As such, the enterprises that use legacy CCM aren’t as productive as they should be. This has obvious financial implications

“Most legacy CCMs use technology that is not ready to embrace the productivity boost offered by cloud-native and AI-powered alternatives. The inability to benefit from these advances is costly.” — Erwin Buggenhout, Experlogix

Modern CCM: What Today’s Fastest Teams Are Really Using

What a Smarter CCM Solution Looks Like

In a nutshell, legacy CCMs rely on IT or consultancy services to operate.

Because of this, enterprises that use legacy CCM software often experience slower time to market, more compliance issues, and lower productivity levels than enterprises that use modern CCM software.

This begs the question: what does modern CCM software look like? This comparison table illustrates the difference between legacy and modern CCM solutions:

Feature	Legacy CCM	Modern CCM
Implementation	Heavy implementation	Small footprint
Integration	Custom integration	Plug-and-play integration
Usability	Steep learning curve	Easy to use and maintain
Automation	Iterations and new automations require consultancy services	Iterations and new automations are self-serviceable
Code Requirements	Code heavy	Low or even no code
Tech Readiness	Require modernization first to maximize adoption of cloud-native or AI-powered technological advancements	Cloud-native and intrinsically AI-powered

The benefits of modern CCM software come down to three main things: ease of use, scalability, and cost-effectiveness.

Here’s why each of these benefits is so important:

Ease of Use

Modern CCM solutions do NOT require technical expertise.

Anybody in your organization, from a bright-eyed intern to a seasoned CRM admin, can learn to operate these tools*. Because they don’t require a degree in rocket science to operate, like legacy CCMs do. The result? Greater productivity, compliance, and customer satisfaction for your entire enterprise.

*While anybody in your enterprise can use a modern CCM tool, not all of them will. Most companies choose one person to build and update automated document workflows. Then the other employees contact them when they need to adjust the process.

This is a better system because the person who maintains document flows won’t have to solve other tech-challenges. So, they’ll be able to adjust document automations sooner.

Scalability

Modern CCM solutions are cloud-based, modular and use resources efficiently.

All of that allows you to start small and scale up as you go.Probably you don’t want to throw away your CCM investment overnight and make the switch to a different tool set as a big bang project. You may consider making the switch one project or process at a time though.But you do want to make sure that the technology you are gradually moving towards is enterprise grade and capable of scaling up to the performance levels and volumes you ultimately need.

It is important for growing companies that want to spend resources on business-building initiatives rather than expensive hardware and/or on-premise software suites. And you would probably like to pay only for what you consume while you gradually ramp up to higher volumes.  

Modern CCMs also include low-code or no-code capabilities that do not require to be operated by pro developers, baked-in AI, and machine learning technology. These things eliminate time-consuming tasks that slow business growth. Imagine how much faster your team will close deals when personalized contracts are automatically generated based on internal company data.

Last but not least, modern CCMs offer plug-and-play integrations. Your enterprise will grow faster when it has quality tools at its disposal. Integrating complimentary apps with legacy CCMs takes a lot of time and expertise. Integrating modern CCMs requires a few clicks.

Cost-Effectiveness

At the end of the day, modern CCM and document automation solutions cost less money than their legacy counterparts.

Is Your CCM Costing You Money? Let’s Find Out!

So, is your legacy CCM bleeding your enterprise dry? The answer is almost certainly yes. But you need to find out for sure. Easy peasy: just ask yourself these three questions:

Does It Take Weeks or Months to Change a Document Workflow?

Tell me if this sounds familiar:

Someone on your team needs to change an automated document workflow. You put in a request to your company’s IT department. They’ll have it fixed right up for you—in two weeks time.

Two weeks later, the document workflow changed. But after testing, you realize it doesn’t work the way you thought it would. You put in another request to your IT department. They’re especially busy now and won’t get to the document workflow for another four weeks. 😡

After months of back and forth, you finally have an automated document workflow that does what you want it to do. But you’ve lost so much time, you’re not even excited about it.

Do I Feel the Need to Constantly Expand Our IT Team?

It shouldn’t take months to change an automated document workflow. But that’s the reality for enterprise organizations that use legacy CCM. This is why they’re constantly tempted to expand their IT team.

I’ll admit, the solution makes sense. If IT is bogged down by requests, hire new people to handle them in a timely manner. Fortunately, there’s a better way—switch to a future-proof CCM platform like Experlogix.

But I’m getting ahead of myself here. You have one more question to ask yourself…

Are We Losing Customers to Our Competitors?

Why would they want to work with a brand that takes forever to send them documents? Or sends documents that contain errors, and therefore must be reconfigured? Or has a reputation for disregarding industry regulations?

The answer is, they won’t. If your enterprise has a hard time maintaining customer loyalty, take a long, hard look at your CCM. It could be the root cause of the issue.

Please, Keep This in Mind…

Modern CCM software isn’t an all or nothing proposition.

You’ve spent a lot of money implementing and maintaining your legacy CCM. It might cost you more money than it should. And you might worry it’s keeping your enterprise from reaching its full potential.

But that doesn’t mean you’re ready to kick it to the curb. Transferring every document workflow to a better system would be a monster task. And quite expensive in its own right.

Let me offer a different solution: use a modern tool to build your next document workflow. Then use it again to build the document workflow after that. And the one after that.

This approach will help you determine if a modern CCM is right for your enterprise. If you decide the answer is yes, you can start to migrate old workflows over as well. Eventually, all your document automation processes will run through a modern CCM. Hello digital transformation!

Why Enterprise Organizations Switch to Experlogix CCM

There are a bunch of modern CCMs on the market.

Enterprise organizations in the insurance, financial services, utilities, government, healthcare, and manufacturing spaces consistently choose Experlogix Document Automation. Here’s why:

Simplicity

Experlogix Document Automation is a low-code platform.

The term, “low-code” refers to software that does NOT require coding skills to operate. In other words, any business user can benefit from low-code software.

Why is this important? Because it means, CRM admin, line of business manager, internal operations manager, etc. can update document workflows themselves. These tasks will get done faster when IT—and its busy schedule—isn’t involved.

Speed

You want to update your document flows right now. Not next week or next month.

Experlogix Document Automation makes it happen. How so? First, it’s easy to use, as we discussed. Anyone on your team can learn the ins and outs of our tool in about an hour.

Second, adjusting document flows is lightning fast thanks to our drag and drop editor. Point, click, test, adjust, repeat. If you can follow those five steps, you can change document flows in no time flat.

Integration

Our tool offers plug-and-play integrations with top CRM and ERP tools. This will allow Experlogix to access data inside your company’s systems. Then automatically insert it into your documents. Solid integration with your systems of record does not only guarantee accuracy and a single source of the truth, It also increases adoption drastically, as customer communication processes become part of the day-to-day workflow in the user’s familiar CRM or ERP environment.   

The Easiest Way to Upgrade Your Legacy CCM

Your legacy CCM is expensive.

Sure, there’s the initial implementation fees and monthly subscription dues. But it’s mainly the hidden costs that make this software a bad bet for enterprise organizations in the long run.

Fortunately, modern CCMs like Experlogix can significantly reduce these hidden costs. Remember, you don’t have to completely abandon your legacy CCM. Just use Experlogix Document Automation to build your next document workflow. And the one after that. 

If that sounds interesting to you, sign up for a free demo of Experlogix Document Automation. A product expert will meet with you to help decide if our platform is right for your enterprise 🚀

Common FAQs About CCM