Learn from our 20+ years of experience in customer communications and output projects at our customers worldwide. Read about the do's and dont's in implementing business communications

1. The 10+ insights of
customer communications
management
Scriptura Engage
12 February 2015
Copyright © 2014 Scriptura Engage

2. 12 February 2015
www.inventivedesigners.com
2
Our passion is to help organisations improve customer
experience and engagement through better
communications.
We do this by providing our own software platform
and related consultative services.

3. Copyright © 2014 Scriptura Engage
We know the drill
20 years experience in customer communications software
With Scriptura Engage we’ve implemented projects worldwide
> In different markets
> Based on our standard CCM software
> Customized with passion and know-how
> After having listened carefully to our customers

5. Copyright © 2014 Scriptura Engage
The 10+ Insights

6. Brand
consistency
Automation
More digital
Less paperCustomer
engagement
No overview of
communications
More freedom to
business users
Simplify
Customer
experience
How to support
our mobile sales
force?
How many customers
open our
correspondence?
Copyright © 2014 Scriptura Engage
Different markets, same challenges

7. Insight #1
Centralize
Communication
Copyright © 2014 Scriptura Engage
Departments Communication
Tools
Channels
customer organization
InformSellService
SearchChooseUse
Centralized
Communication
Platform

8. Insight #2
Don’t Forget
Maintenance
Copyright © 2014 Scriptura Engage
languages brands document
types
templates

9. Maintenance Efficiency Enabling Features
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Multiple Language SupportStyles
Reusable Objects Process Builder

10. Insight #3
A CCM Platform
Empowers the
Business Users
Copyright © 2014 Scriptura Engage

11. Insight #4
A CCM platform
integrates into
your environment
Copyright © 2014 Scriptura Engage

12. Insight #5
A CCM platform
enables
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Wording &
Structure
Layout:
Look & Feel
But it is not the
magical solution

13. Results
Copyright © 2014 Scriptura Engage
Letters +17%
Calls -13%
Letters +18%
Calls -24%

14. Insight #6
A CCM platform
orchestrates
channels
Copyright © 2014 Scriptura Engage
It’s not only about the channels,
but also about the
interaction between channels
(communication schedules)

15. Communication Schedules: Simple Example
Copyright © 2014 Scriptura Engage
Email
Done
Send email to known email address & don’t care about bounces or opened links

16. Communication Schedules: Extensive Example
Copyright © 2014 Scriptura Engage
Send email to known email address & monitor bounces and opened links
If bounced, send printed letter via the postal office
Include QR barcode in letter with link to form to update email address
Email
Central
Print
Form
Done
We tried contacting you on your email address
john.doe@host.com but failed. If you want to
correct your address or want us to stop trying,
visit www.koduconstruct.com/john.doe or scan
the barcode to go there directly.

17. Communication Schedules: Complex Example
Copyright © 2014 Scriptura Engage
Email
SMS
Form
Email
Central
Print
Form
Done
Send email to known email address & monitor bounce, open and click behavior
If bounced, send email with link to form to update email address
Update personal details, including email address
Send email to new email address & monitor bounce, open and click behavior
If not read within 3 days, send printed letter via the postal office
Include QR barcode with link to form to update email address
These kind of
communication schedules
should be easily configurable
within the CCM platform

18. Insight #7
A CCM Platform
provides valuable
information
Copyright © 2014 Scriptura Engage

19. Insight #8
A CCM Platform
implements a
vision
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Vision
Develop a vision around customer communication
management
> Establish a CCM Center of Excellence
> Digital communication is a journey, not a
destination

20. Insight #9
A CCM platform
isn’t built in a
day
Copyright © 2014 Scriptura Engage
Start Small Grow Big
Identify key projects and key integrations
> Learn as you grow
> Grow a supporter base
> Increase your success rate
Implement per project with vision in mind

21. Insight #10
A CCM platform
is not the only
success factor
Copyright © 2014 Scriptura Engage
Success Factors of a CCM Project

22. Insight #11
A CCM platform
needs a Center
of Excellence
Copyright © 2014 Scriptura Engage
Involve all
stakeholders

23. Insight #12
A CCM platform
evolves with its
stakeholders
Copyright © 2014 Scriptura Engage
Future Starts Now
Change is inevitable
> Expectations of your customer will change
> Expectations of your employees will change
Choose an innovative CCM vendor that has a
focus on communication now and in the future
> New releases on a regular basis
> Stakeholder involvement (users, partners,…)

24. Insights
Copyright © 2014 Scriptura Engage
 A CCM platform
 Centralizes communication
 Makes maintenance efficient
 Empowers the business users
 Integrates into your environment
 Enables
 Orchestrates channels
 A CCM platform
 Provides valuable information
 Implements a vision
 Isn’t built in a day
 Is not the only success factor
 Needs a center of excellence
 Evolves with its stakeholders

25. Copyright © 2014 Scriptura Engage
Results

26. Results to expect from a successful CCM Implementation
Copyright © 2014 Scriptura Engage
> Increased customer experience
> Reduced operational cost due to consolidation of different tools
> Increased transparency about the communication process (costs, channels,…)
> Reduced dependency on IT & shorter time to market as business are empowered

27. Questions?
Click here for more information:
Copyright © 2014 Scriptura Engage
www.scripturaengage.com