ICT4Business

1. April 2016
How to improve customer satisfaction
while cutting on operational costs
Smart Documents - Next generation of customer and business
communication
Jürgen Pfalzer
Paul Costea

2. Infinica Company
• Headquarters Vienna
• Development Center Bratislava
• International Customers
• Innovation leader
• Development and implementation of industry leading solutions
for
• Customer Communication Management
• Document Composition
• Forms management

4. Mass production
• High volume creation
• Invoices, statements, …
• High throughput,
application of rules on
documents and output
channels
On-Demand
Creation
• Single document creation
• Predefined,
parametrizable processes
• Data input  validation
selection of output
channel
• Individual process-,
document and forms
design
Interactive
Creation
• Server based creation
• Web based interaction
• No local installation
• Integration into leading
application
• Selection of document
parts
• Input of values (text,
numbers, date, selection
list)
• Protected areas
• Increase of efficiency for
business
INFINICA – One central solution
Three major tasks – one solution

5. Challenges
• Cross- and Up-Sell
- To maximize your revenue and to provide personalized and relevant
information across a multitude of media channels and customer touch points.
• Compliance
- Fulfill all new regulations and customer requirements.
• Efficiency
- Increase your productivity and reduce your costs by automating your
customer correspondence creation through limiting your employees’ efforts
and errors.

6. Customer
Centricity
Enabler – Document Composition and CCM
Challenges
Business
Efficiency
Regulatory
Compliance

7. Why Infinica?
7 smart reasons

8. Send personalized, targeted content in every
correspondence
• Problem:
- Customer information is stored
in different places, preventing
businesses from crafting
individual content based on a
holistic picture of each
consumer.
• Solution:
- Utilize a CCM solution able to
retrieve and correlate data from
multiple sources. This process
of data integration is usually
the first step in producing
individualized correspondence.

9. Achieve higher ROI through increased cross-sell
and up-sell
• Problem:
- Opportunities are missed when
companies fail to send customers
targeted product offers based on
previously recorded interactions and
interest.
• Solution:
- Employ a customer communications
management system (CCM) that takes
customer behavior analysis and uses it to
generate and insert specific promotional
offers in correspondence.

10. Gain analytics-driven customer insight through
clickable, engaging communications
• Problem:
- Not recording digital customer
interactions means flying blind
in regard to knowing their
preferences, which can lead to
misguided, ineffective
engagement tactics.
• Solution:
- Clickable documents record
customer interactions and send
them back to a central CCM
system, which analyzes the
data to tailor marketing efforts
based on predicted future
behavior.

11. Ensure compliance and reduced room for errors
• Problem:
- If sensitive consumer data is not
properly organized, companies
run the risk of sending outdated
or error-laden information,
resulting in dissatisfied
customers and incompliance.
• Solution:
- Compliance can be targeted
automatically. Errors can be
reduced by letting customers fill
in and submit forms
electronically, thus eliminating
internal manual data entry. All
activities can be controlled and
traced.

12. LabelsOnline PDF ArchivePortal & web
Convenience of communications in many
formats suitable for multiple channels
• Problem
- Documents that render poorly or
are undeliverable on mobile,
tablet, and desktop prevent
organizations from effectively
reaching most of their customer
bases.
• Solution
- Cross-publishing. Employ a
system that produces many
outputs from one input in many
different formats, tailored to
specific devices example: PDF for
email; HTML for tablets).

13. Batch
printing
On-demand printing
Scalable, high-volume communication with on-
demand, ad-hoc production
• Problem:
- There is no easy or inexpensive way to
produce as little or as many customer
communications as needed and no way
to generate individual documents for
customers on-demand.
• Solution:
- Use a platform that meets small to large
production demands (up to million
pages/day) and gives representatives the
ability to immediately create one-off
documents through an authoring
module.

14. Save time and money through faster, easier
correspondence generation
• Problem:
• Considerable amounts of time
and money are spent in the
manual creation of customer
documents.
• Solution:
- Increase efficiency and redirect
employees’ time to more critical
business tasks through
automating the insertion of
information and graphics from
connected data sources.

15. Achieve higher ROI through increased cross-
sells and up-sells
Fast and Verifiable Financial Impact
• Error free document composition
• End-to-end automation
• Reusable building blocks
• Reduced paper communication
• Reduced number of service calls in call centre
• Lower overhead costs
• Time reduction & process optimisation
• Consolidated standarized solutions
• Fast response to market
Saving in Document Composition
30 %
70 %
%85
50 %
75 %
60 %
Creation of simple documents
Creation of complex documents
Validation
Template creation
Template maintenance
Interface maintenance

16. Live Demo
Automated Offer to Contract conversionMobile Contract Interactive Setup

17. Benefits Summary
Infinica
More effective customer
communication
Cost
Savings
More satisfied & loyal
customers
Increased
revenue
Higher Profits
To Conclude…

18. Jürgen Pfalzer
+43 664 829 26 65
juergen.pfalzer@infinica.com
www.infinica.com

19. Infinica Administration Level
OutputDestinations
Template
InfinicaServers
InputDataSources
Infinica Template Definition Level
Full / Web Client
Template Designer
Enterprise Systems
(DB, CRM, SAP)
Printer Email FTP Server
DMS/Archive
Infinica User Level
Interactive
Document
Composer
Enterprise
Systems
(DB, CRM,
SAP)
Billing
Mainframe
EAI Layer
Workplace
Server
Process
Engine
Content
Repository
TMA Server
Infinica
Process
Workflow
o Identifying data sources
o Integrating data
o Feeding data into the system
o Defining the template
o Feeding the content into the
templateo Outputting the final document