Multichannel Customer Communications

Reach. Connect. Engage.
Scriptura Engage
Multichannel & Communication Center
Multichannel Delivery
Increase response rates by 65% by delivering communications
to print, email, online, mobile, social media, text and other channels.

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Table of contents
1. Summary 3
2. Features 4
2.1 Preference Management 4
2.2 Response Management 4
3. Available Modules 5
3.1.1 Tracking and Event flow 5
3.1.2 Send a Text Message 5
3.1.3 Send a Social Media Message 5
3.1.4 Send an Email 6
3.1.5 Email Testing 6
3.1.6 Mobile 7
3.1.7 Communication Center as a platform 7

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1. Summary
Customers want their communications delivered through their channel of preference; that means
online, print, email, mobile, text message or social media. Organizations that are using a
multichannel approach have reported a boost in response rates and customer satisfaction, and are
delighted with the automation of internal document archiving.
Scriptura Engage offers Multichannel Delivery as a solution and also as embedded component of
Scriptura Engage Communication Center, a central hub from which all authorized individuals and
teams across the entire organization can make their job-specific modifications to the
communications they are entitled to during the full communication process.
The multichannel communications platform allows you to define different delivery scenarios based
on business rules and customer preferences. It monitors feedback from all channels, like email
delivery status and bounce handling, to verify whether a specific communication was delivered or
not. Fallback functionality can be activated. For example, when an email address is incorrect or not
available, the communication will be automatically prepared for print and postage mailing.
No matter if you deliver correspondence to print, online, email or any other channel, you want the
customer to perceive the same brand. You can standardize communications across all channels to
provide a consistent look and feel. This will not only result in a better customer experience, it will
increase your brand value too.
By making use of more affordable, digital channels, our customers have reported up to a 78% cost
reduction in their delivery processes. They spend less on paper, printing, storage and postage costs.
So, you can decrease costs while increasing your customers’ delight by delivering your
communications through their preferred channels.

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2. Features
2.1 Preference Management
In order to communicate through the right channel to each individual, it’s important to know your customer.
Also the message type will determine which channel must be used. A termination letter, for example, should
be sent through registered mail, while for an informative message a text message or a tweet may suffice.
This results in a preference matrix that ought to be set up for each individual, where the rows are filled with
the message types and the columns with the preferred communications. Some organizations may decide to
let each individual choose his/her own preference matrix or have a fixed set of preference matrices that are
applied to categories of individuals. It speaks for itself that this matrix or decision tree is very specific for
each organization and as such is very configurable or customizable.
In some environments Scriptura Engage can integrate with existing rules engines to have business users
themselves configure these communication rules.
2.2 Response Management
In order to improve future communications, it is important to track response rates: was an email delivered
and read or did it bounce? Was a push notification delivered to your customer’s mobile device? Did your
customer follow links to landing pages that were suggested in your communication?
With response management, your organization enforces the channels that your customers are using most
actively. In other words, you avoid low response rates, reduce costs and improve customer experience.
Figure 1

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3. Available Modules
3.1.1 Tracking and Event flow
Tracking and Event Flow monitor the status of communications that have been sent. Bounced messages are
detected, and a next best action can automatically be executed, such as trying to resend or using a fallback
communication channel. When falling back to paper, a message can be included at the bottom of the page
asking your client to verify his/her email address.
Figure 2
3.1.2 Send a Text Message
Sending personalized text messages directly from your business applications is a cost-
efficient and effective way of communicating. Organizations can use SMS or text
messages to remind customers of appointments or to let them know that a contract or
invoice is waiting for them.
All message parameters can be provided from static or dynamic data or meta data
elements. The message itself can be fully personalized.
Prerequisites: An SMS gateway server or SMS service subscription.
Figure 3
3.1.3 Send a Social Media Message
With Twitter you can also create and send direct messages to customers who follow your Twitter account.
Your Tweets can include links, and you can track whether the link was opened. Explicit responses can also be

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tracked. Moreover, if you know your customer’s Twitter ID, you can be notified when they are tweeting,
indicating that they are active on Twitter; and this may be the perfect time window to send them a message.
With this feature, you can communicate more effectively with your customers using the channels that they
use most frequently. And by employing digital channels, you simply and easily save costs.
3.1.4 Send an Email
With this feature you can create and deliver emails
directly from your business applications. Parameters
like <subject>, <from>, <to>, <cc>, and <bcc> are
dynamically provided by your applications.
Attachments created by our solution on the fly or
coming from other applications can also be added.
The email body can be made available in HTML and
static or dynamic text, and can include external
content.
Prerequisite: An SMTP server or broker service
Figure 4
3.1.5 Email Testing
Email Testing is a cloud-based component for testing and previewing emails in over 60 different email client
variations. The list of clients to be tested can be configured. Available choices include the most popular
email clients on desktops and web-based like Outlook, Hotmail or Gmail, but also on other devices like iPad,
iPhone, Blackberry or Android tablets and smartphones.

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Figure 5
3.1.6 Mobile
With graphics, color, business rules and dynamically populated charts, you will boost customer response
rates. By adding targeted, personalized messages at run-time you ensure your mobile correspondence is
relevant and up-to-date.
The mobile module can contain several features:
- Template design for mobile
- Responsive Design
- Electronic forms on mobile
- Push notifications
- Content security
- Electronic and digital signatures
- …
For a more in-depth insight of our mobile architecture and features, we encourage you to download the
mobile white paper from the Resources tab on our website.
If you are looking for mobile as a data-capturing solution for workers in the field, we advise you to check the
Client Onboarding application on https://www.scripturaengage.com/applications/client-onboarding. This
application is based on Scriptura Engage Mobile Capture.
3.1.7 Communication Center as a platform
The different Scriptura Engage components (from template design and resource management to output
production and delivery) can be managed from Communication Center; it makes available a 360° view of all
your customer communications. The user interface can be branded to the corporate communications
guidelines, allowing white label versions.

Multichannel Customer Communications

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