Business communications with Scriptura Engage 8.0

Scriptura Engage8.0
Klaas BalsJoke Dehond
23 October 2014
Copyright © 2014 Scriptura Engage

Agenda
8 Insights
What’snext?
What’snew in Scriptura Engage8.0
Product tour
23 October 2014

3
Ourpassionis tohelp organisationsimprovecustomer experienceandengagement throughbettercommunications.
We do thisbyprovidingourownsoftware platform andrelatedconsultativeservices.
23 October 2014

Ourcustomer landscape
23 October 2014

We knowthe drill
20 yearsexperiencein customer communicationssoftware
WithScriptura Engagewe’veimplementedprojectsworldwide
>In different markets
>Basedon ourstandard CCMsoftware
>Customizedwithpassionandknow-how
>Afterhavinglistenedcarefullytoourcustomers
23 October 2014

8 Insights: Whatwe have learnedfromyou
23 October 2014

Brand consistency
Automation
More digital
Lesspaper
Customer engagement
No overviewof communications
More freedomtobusiness users
Simplify
Customer experience
How tosupport ourmobile sales force?
How manycustomersopen ourcorrespondence?
Insight1: Different markets, samechallenges
23 October 2014

Insight2: Involveallstakeholders
Customer communicationmanagement is ownedbyIT ... and/or byBusiness ... and/or byMarketing ... and/or bythe Customer …
Best ROI wheninvolvingallstakeholders
23 October 2014

Insight3: Developa vision
Developa visionaroundcustomer communicationmanagement
>Establish a CCMCenter of Excellence
>Digital is a journey, nota destination
23 October 2014

Insight4: Start small, growbig
Identify key projects and integrate applications
>Learnas yougrow
>Grow a supporter base
>Increase your success rate
Implement per project with vision in mind
this approach will save you a lot of time and money
23 October 2014

Insight5: Goodarchitectureis key
Define architecture based on shared CCMplatform vision
The technologies and standards used domatter
>Future-proof
>No vendorlockin
Ifappliedwell, CCMcanbecomea profitcenter insteadof a costcenter
23 October 2014

Insight6: Track andreport
A management interface totrack, report andmanage communicationsis indispensable
23 October 2014

Insight7: The 4 phasesof communications
Allcommunicationprocessesgo throughthe samephases
23 October 2014

User is the externalcustomer receivingthe communication
User is aninternalcustomer
>Business unit
>Department
>Operator
>Administrator
>…
Insight8: The user is everything
23 October 2014

Scriptura Engage8.0What’snew?
23 October 2014

Scriptura Engageis manysolutions
Enterprise Communication Platform
Document Design and Generation
Interactive Document Assembly
Multichannel
Mobile
Electronic Forms
DoccleConnect
23 October 2014

Scriptura Engage Enterprise Platform
23 October 2014

Architecture
Private/Public cloudready architecture
>Easy installation for multi-server environments
>Dynamicscaling
Central configuration
>Save and push configuration settings to specific systems, environments, IP addresses etc
>Multi tenant andshared infrastructuresupport
Upgrade tolatestversions(e.g. Java 1.8)
23 October 2014

Diagnostics
Web basedinterface
>Live statistics
>Manage servers
>Load balancing
>Manage memory
23 October 2014

Security
User management
Resource Authorization (who can access which file)
Security standard OAuth2
Integration withActive Directory andSingle Signon
23 October 2014

Document Design and Generation
23 October 2014

Better user experience
Cloud behaviorwithon premiseinstallation
>Resource synchronization web ↔local
>Work offline
>Web based install
>User logon
>Automatic update
23 October 2014

Resource management
Resource Server with content repository
Web-based
Packaged solution
Versioning, staging, sync, variants
23 October 2014

Versioning
Accessibleto business users
More than ‘just’ history
>Switching environments
>Branches
>Commit changes
>Revert
>Update
>Merging
23 October 2014

Variants
Different variantsof sameresource canexistat the sametime
For templates, resources, projects, LiveDocs…
Based on date/time the relevant variant is selected
>Ex: “Generate a contract with the general conditions or logo of 2013”
23 October 2014

Email improvements
Email template
Center content
Background color, padding
Absolute positioning of shapes
Gridimprovements
Flexiblewidth
23 October 2014

Email testing
Test emailson +40 different email clients
23 October 2014

Output formats
PDF/A 1a output generation
UTF7
>For example to parse e-mail bounce and response messages
PCL5
>For rendering in Text mode (instead of HP/GL), reduces file size and improves printing speed
23 October 2014

Advanced business rules
Support for XPath 2.0
Gives more power to users without having to go to JavaScript or customizations
>For …loops
>‘If … then … else’
>Regular expressions
>…
23 October 2014

Communication Process Design
Graphical configuration of communication processes
>Use customer’s preferred channel
>Grouping, sorting, processing
>Integrations
>…
Response management
>Track customer feedback (bounce, opened, read…) andusethisinformation toimprovefuturecommunications
23 October 2014

Communication Process Design (Document Flow)
Steps
>Group steps intocontainers
>New step: Word toPDF
Support for RabbitMQas JMS
Exceptionhandling
>Better failure and error handling
>Skip a communicationor document in case of a failure: continue withremaininginput
23 October 2014

Design improvements–What’sin itfor youandyourcustomers?
Customer
Organization
I no longerreceiveincomplete communications
The emailsI receivelook professional
I receivecommunicationson mypreferredchannel
I have a bettercustomer experience
We have brand consistencyacrossallemail clients
We have integratedassetmanagement
I canprovidea bettercustomer experiencebyusingthe customer’spreferences
The Scriptura Designer is easiertoinstallandmaintain
We are in control in case somethingunexpectedhappensduringoutput production
23 October 2014

Electronic Forms
23 October 2014

Electronic forms
New formsserver for betterperformance
Additional functionality for tables
>Inserting and deleting last table rows
Pattern matching validation rules
‘Advanced mode’ for programming
23 October 2014

DoccleConnect
23 October 2014

Doccle Connect
DoccleConnect
Mandates
InvoicesandBilling
Info
HR
Submitdocuments
Submitreceivers
Update document
Retrievedocument
Retrievereceivers
Retrievefeedback
Mostefficientway todeployallyourdocumentstoDoccle
23 October 2014

DoccleConnect –What’sin itfor youandyourcustomers?
Customer
Organization
I nowhave myownpersonal online archive
I candeploydocumentstoDoccle
Doccleis anintegratedpart of myoverall communicationstrategy
I do notneedtochange mybusiness
I have lesstodo, DoccleConnect takes care of itfor me
23 October 2014

Mobile
23 October 2014

Inventive Designers is nota mobile appdeveloper…
23 October 2014

But Scriptura Mobile is usedwithinappstocreateanddeliverinteractivemobile communications
23 October 2014

Mobile
Multiplatform: iOS, Android
Cloud baseddeploymentmodel
Native app, stand aloneor integrated
Online andoffline use
UsesHTML 5
23 October 2014

Mobile template design
Mobile templates are designedin the Scriptura Designer, so:
>Rules
>Dynamiclayout
>Styles
>Electronic form controls
>Reusableobjects
23 October 2014

Captureinformation on mobile
Useelectronicformson mobile tocaptureinformation
Usecases:
>Mobile sales force (customer acquisition)
>Inspectionteams
>Claims handling
>Customer surveys
23 October 2014

Interactive experience
Embeddingmulti-media
Support for mobile device specificfeatures:
>Locationservices
>Camera
>Deliver an interactiveexperience
23 October 2014

Mobile signing
Let users signdocumentson theirmobile devices
Sign
23 October 2014

Mobile delivery
Push notifications
Text/SMS message
Socialmedia
23 October 2014

Mobile –What’sin itfor youandyourcustomers?
Customer
Organization
My mobile sales force canclose deals right on the spot
Automatedreal time processes
Mobile communicationsno longerneedtobeprogrammed
Mobile is anintegratedpart of ourcommunicationsstrategy
I cansignmycontractson mydevice
I have mycommunicationswithme allthe time
I caninteractwiththe communicationsfrommysupplier
I canfile a claim andprovidepictures of the damageusingmydevice
23 October 2014

Multichannel
23 October 2014

Communication schedules
An individualdocument is justpart of the biggerpicture
One email can trigger the execution of another document, which can trigger a push notification …
Based on customer feedback, determine the next best action
Youneedtobeabletodesign complete communicationschedules!
23 October 2014

Communication Schedule
Canbesimpleandstraightforward
start
end
Print
23 October 2014

Mix different channels
Support for fallbackscenarios
start
end
Email
Emailed
Soft Bounce
Print
Success
Soft Bounce
After 3 retries
After 12 hours
Hard Bounce
or After 7 days
Confirmation
Read Receipt
23 October 2014

Canbeusedtocreatecampaigns
start
Conversion
Visited
Hard Bounce
Reconfigure preferences
Remind
SMS
Read
Send
Print
Tweet
PN
Mail
Soft bounce
<selection based on preferences>
<Unrecoverable error occurs>
Mail
Soft bounce
<open>
<URL tracker or
action code>
<conversion event>
end
<2d left>
23 October 2014

Multichannel–What’sin itfor youandyourcustomers?
Customer
Organization
I canchoosedifferent channelsfor different communicationtypes
IfI’mnotavailableon onechannel, I get communicationson anotherone
I have anintegratedapproach tomultichannel. No silos
I candefinefallbackscenarios
I cansimplifyandautomate
I caneasilydeploydifferent channelsfor different communicationtypes
Organization
23 October 2014

Interactive Document Assembly (LiveDocs)
23 October 2014

Automation is great, but …
Somebusiness cases benefit fromuser interaction
>Help desk employees want toincludea personalizedmessagein respondtoa customer inquiry
>Sales rep wants toaddsomeextra information toa standard proposal
The standard output youcomposeis notgoodenoughin these cases
Yourusers needtobeabletomake certainchanges tostandard correspondencein order tomake itmore relevant andpersonal
23 October 2014

Scriptura Engagesupports Interactive Document Assembly
Web basedenvironment thatallowsusers tomake controlledchanges tostandard communications
Completely self service for business users
23 October 2014

23 October 2014

Involvesthreeaspects
>Content perspective: Define content andbusiness rules on this content
>User perspective: Make the actualchanges toa correspondence
>Manager perspective: Keep control over whathas been changed
23 October 2014

Interactive: the content
Define paragraphs or more in Live Blocks
>Content in multiple languages
>Meta data
>Tekst, tables, lists, …
New
>Data fields
>Input fields
>Integration with Reusable objects
>Save copy
>Dependent Documents
>…
23 October 2014

Interactive: the business ruleson the content
Definedifferent document types
>Department, Users, …
>WhichScriptura template touseas startingpoint
Definewhichblockscanbeincludedin whichdocument types
>Rules
>Positionin document
>…
23 October 2014

Workflow integration: Work items
Historically a separate tool was needed for approval
Scriptura 8 has basic workflow
>Approval of interactive documents
>Review of templates
>Manual tasks in jobs
>…
Integration with tracking
23 October 2014

Integrateseamlessly
Canbecustomizedandintegratedin yourownbusiness applicationsandpreferences
>Look-and-feel
>Multilingualinterface
Reducedlearningcurve
23 October 2014

Notonlymanual, alsoautomated
Harmonize resource handling as files
>Storage of information in resource server, XML database as fast cache
Controlled document instance update (automatic or manual) when blocks are updated
APIs to access all information in Live Docs
UseLiveBlockswithinScriptura Template
23 October 2014

Interactive: stay in control
Historyof interactivebuilding blocks
23 October 2014

Interactive: Merging
Conflict resolutions (3 way merge)
23 October 2014

Interactive: stay in control
Impact analysis: Comparetwoinstancesof the samedocument toseewhathas changed
23 October 2014

Interactive: Merging
Mergetwoinstancesof the samedocument intoa new one
23 October 2014

Interactive –What’sin itfor youandyourcustomers?
Customer
Organization
The applicationhas the look andfeel of ourcorporate brand
Business users cantailorcommunications
I amin control of whathas been changed
I receiverelevant communications
I receivepersonalizedcommunications
Corporate rules for content and layout are enforced
23 October 2014

Enterprise Communications Platform
23 October 2014

Scriptura Engage Communication Center
23 October 2014

Communication Center
Evolutionfromcomponentstoa solution
Individualblocks:
To be complemented with programming
Higer level components
To be customized
Out-of-the-box solution:
To be configured with UI
23 October 2014

Standardized multi-channel communicationplatform
Long term goal is to evolve to
>Out-of-the box standardizedprocesses(eg. email & fallback to print)
>Standardized data formats
>Standardized tracking concepts (data model)
>Standardized monitoring web interface
Configurable
Customizable (but less is more)
The objectiveis todecreasecomplexityandsetup time for a closedloop multi- channelcommunicationplatform
23 October 2014

Web basedapplicationtomanage yourmultichannelplatform
>Standardized
>Configurable
>Customizable
23 October 2014

Basedon the 4 phasesof communicationprocesses
23 October 2014

Phase1: Design
Manage projects, templates andotherresources
Integration withScriptura EngageDesigner
Versioning, Variants, …
Currentinterface
23 October 2014

Phase1: Design
… is evolvinginto
Mockupof Communication Center user experience 23 October 2014

Phase2: Compose
Turn data into Jobs and Communications
>AssignCommunication Schedule per communication
Follow up on status
>Numberof communicationssent
>Jobs andcommunicationsmanagement
•Release
•Pause
•Restart
>Bundlingof jobs
Preview, approve, reject
Currentinterface
23 October 2014

Phase2: Compose
… is evolvinginto

Phase3: Deliver
Support for variouschannels
Preconfiguredchannels
>Email withlink tracking, bouncehandling, …
>SMS via gateway
>Push Notifications
>Electronic Forms
>Mobile Interactive Communications
>And… Print (batch andlocal)
Feedback processing
>For status monitoring andfallbackprocessing
>UsedbyCommunication Schedule
Currentinterface 23 October 2014

Phase3: Deliver
… is evolvinginto

Phase4: Analyse
Analyse effectivenessof channelsandcommunications
>Successfulldeliveries
>Opened/Read
>Bounces
Focus on channelsthatresultin the best customer response rates
Replaceexpensivechannelswithmore costeffectivechannels
Currentinterface 23 October 2014

Phase4: Analyse
Standard reportingmightnotprovideallrelevant information
Configurecustomreportstocreateviews andgatherinformation
23 October 2014

Customer Communication Center –What’sin itfor youandyourcustomers?
Customer
Organization
I track responses andimprovefuturecommunications
I spendlessresources setting up andmaintainingcommunicationprocesses
I canconfigureandexecutea complete communicationsstrategy
My suppliercaneasilyadapttomypreferences
I replacechannelsthatare noteffective
23 October 2014

8.0 General Availability
End of 2014
23 October 2014

Product Tour
23 October 2014

What’snext?
23 October 2014

What’s next
More focus on Scriptura Engage
Cloud
Enterprise Platform
vs
Point Solutions
New website
Partner centric
23 October 2014

www.scripturaengage.com
We hope to see you all there!
23 October 2014

We wouldnotbeheretodayifitwasn’tfor youThankyoufor yourtrust in Inventive Designers
23 October 2014

More info? Contact us: EU phone: +32 3 425 40 00US phone: 011 32 3 425 40 00email: info@inventivegroup.com

Business communications with Scriptura Engage 8.0

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