Transforming Customer Communications Quark Software Inc.
Agenda Quark Customer Questions and Publishing Why Quark?Engagement Next Steps Platform
What We Do:Enterprise Dynamic Publishing Solutions We help our customers communicate with their: Customers Partners Employees
We Help Customers MoveWe Help Customers Shift From This: To This: E-readers Print Future? Web Print Tablets Web Mobile
Customer Communications In the Mobile Device Era
Tablet and Smartphone Market• PC market will grow 0.7% in 2012 compared a growth of 91.7% in 2012 for tablets*• 1 billion consumers with smartphones or tablets by 2016±• Piper Jaffray Investment Research see Apple retaining majority share of market over next 3 years• Windows will ramp in 2014, gain almost a 30% share of tablets by 2016°*Morgan Stanley°Forrester Report: Windows: The next Five Years
Tablet Usage 77% use their tablet every day* Tablet users spend an average of 13.9 hours a week on their device**• The Small Business Association finds 45% business owners say next tech purchase will be a tablet, with laptops second at 41%• 29% of hardware decision-makers said that tablets were standard issue for executives; 15%, for non- sales heavy travelers; 13%, for IT employees; 10%, for sales°*Pew Research**Online Publishers Association°Forrester Forrsights Workforce Employee Survey, Q3 2011.
C-level execs will officially name customer experience as a top strategic priority. Kerry Bodine, 2012 Customer Experience Predictions, Forrester
What Drives OutstandingCustomer Communications? IMMEDIATE Superior Customer Experience
The Fragmentation Challenge Create OSManufacturer Hardware App Store Geography
This Has a Business CostCreating content = Expensive!Managing content = Expensive!Publishing content = Expensive!Delivering content = Expensive!Doing all of this for multipleoutput types…….Cost-prohibitive!
Businesses are Ill-equipped toMeet These Expectations Content is unstructured No single source of truth Adhoc publishing processes Too many manual tasks and independent teams Automation or design – never both Requires ‗specialists‘ in every area Mass produced content Need to do more with less time and cost
Quark Publishing Platform Solves theCustomer Communications Challenge IMMEDIATE SOCIAL & DIGITAL SINGLE SOURCE OF TRUTH AUTOMATED Superior Customer Experience
A platform for complete, end-to-end publishingBased on a set of core capabilities and modules — from content creation tointegration with third-party systems and services, to automated, multi-channel delivery Automatically assemble components Design templates for multiple collaboration Workflow and Automatically deliver to mobile publications Review and approval and multi-media into layouts devices Automatically publish to multiple formats Author structuredTask/review notifications content User and role-based content Content, sources Incorporate XML Integrate to 3rdparty datadesign update notifications content streams targeting Incorporate graphics/audio/visual management XML component Automatically package and content Automated checks deliver to system of record Version control Integration with ECM
Single-source Value:Cost and Time Savings With automated processes With content reuse Create Editorial/Review Assembly Publishing 50% 25% • External Authors • Review • Index • Layout • Internal Authors • Q/A • TOC • Formatting • Formatting • Updates • Links/Cross • Conversion • Self-review Reference
Single-source Value:Cost and Time Savings With concurrent processes Create Editorial/Review Assembly Publishing 15% 25%
Benefits of Dynamic Publishing*Process Improvements Speed delivery Up to 85% Increase employee productivity Up to 30% Reduce amount of redundant content Up to 50%Cost Reduction Reduce publishing process costs Up to 75% Reduce printing costs Up to 50% Reduce translation costs Up to 30% *Based on customer implementations, analyst studies, and conference material
Must Have Smart Content Higher ValueSemantic Smart MultipurposeMeaning Content Content Structured Medium ValueLogical RepurposedStructure Content Content Unstructured Lower ValueFlat Content Specific useText Content Manual Partially HighlySource: Gilbane Group Processes Automated Automated
Must Have Smart ContentWhat is smart content? Knowledge-captured, media-independent content components Can be assembled for different publications and audiencesWhy is it important? Foundation for automation Enables: Content reuse, repurposing of information Use of metadata, discoverability Personalization
Smart Content ExampleContent Type Words Smart ContentFinancial “Microsoft has released <investment-news type=“product release” date=“2012-10-26”> Windows 8 Surface RT <company tkr=“msft”>Microsoft</company>has released <productServices tablet to compete with uri=“www.Microsoft.com/surface”>Report Apple and Google” Windows 8 Surface RT </product> tablet to compete with <company tkr=“aapl”>Apple<company> and <company tkr=“goog”> Google</company>What can be Can be manually Can be automatically formatted for different devicesdone? styled. Can be read and audiences. Can be automatically enhanced with by a consumer. interactivity such as pop-up thumbnails of product page, live stock ticker information for each company, links to latest related news items regarding product releases, and more.
Smart Content in ActionDesign “Chrome” and Formatting Graphics and Multimedia(from template) (slide show or video for digital) Reuse Database Data Personalization Brand Consistency Protected Legal Text
XML Authoring User Experience It all starts with the author Users are not interested in the technology Improve Productivity Limit ―manual styling‖ Structured Authoring Fine-grained Knowledge Capture Output Smart XML Components for Reuse and Automation
Digital Publishing ProcessXML Author App Studio PortalQuarkXPress Quark Publishing Platform Customer‘s App
How it works EXTERNAL SYSTEMS CREATIVE Quark Publishing Platform Quark Publishing Platform SUITE CLIENT WEBCLIENT PDF WEB CMS eBOOKS CONTENT Quark Publishing Quark Publishing Platform QuarkXPress Platform ENTERPRISE SERVER IBM CMS RENDERER PRINT PHOTOS EDITION Content creation Component Management Dynamic Assembly Automated layoutMULTI MEDIA Automated output RSS Reuse Repurposing Workflow DITA OTK Repository Quark XML Author Delivery eMAIL DATA ANTENNA HOUSE Quark Publishing Platform APPS APP DELIVERY SERVER
Platform Capabilities DIGITAL BUSINESS STRUCTURED SYSTEM AUTHORING INTEGRATION Publishing Delivery Analytics COLLABORATION CONTENT MANAGEMENT Publishing Workflow Review Approval MULTI-CHANNEL CONTENT AUTOMATION PUBLISHING REUSE Layout Automation Publishing Automation
Built Using State-of-the-artStandard-based Technologies MOBILE CLIENTS CUSTOM CLIENT CUSTOM PORTAL CUSTOM iOS WEB CLIENTS DESKTOP CLIENTS QUARK XML AUTHOR WEB CLIENT GATEWAY iOS EXTERNAL STARTER APP SYSTEMS QUARKXPRESS WEBMVC ENTERPRISE COMPONENTS EDITION SOAP INTERFACE REST INTERFACE LDAP / Active MESSAGING LAYER SPRING SECURITY / JAAS Directory (active MQ) SPRING IoC CONTAINER – POJO SERVICES WEB CONTAINER IBM WEBSHPERE Content Metadata Indexing Collection Query Script Privilege Service Service Service Service Service Service Service ORACLE WEBLOGIC Kerberos / NTLM APACHE TOMCAT Custom Service 1 RENDERER PUBLISHING Custom Service 2 SERVICE SERVER MICROSOFT SHAREPOINT MANAGER Custom Service 3 SUBRENDERER WORK IN PROGRESS REPOSITORY eMAIL ADAPTER SUBRENDERER DITA ANTENNA WEB DATA ACCESS SUBRENDERER OTK HOUSE CMS ADAPTER APPS SUBRENDEREReBOOKS PRINT RSS PDF WWW MS SQL ORACLE SERVER