Insights in customer communications stragegies

The 10+ insights of customer communicationsmanagement

Scriptura Engage

12 February 2015

Copyright © 2014 Scriptura Engage

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.


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


The 10+ Insights

Brand

consistency

Automation

More digital

Less paperCustomer

engagement

No overview of

communicationsMore freedom to

business users

Simplify

Customer

experience

How to support

our mobile sales

force?

How many customers

open our

correspondence?


Different markets, same challenges

Insight #1

CentralizeCommunication


Departments Communication

ToolsChannels

customer organization

Info

rmSell

Serv

ice

Searc

hChoose

Use

Centralized

Communication

Platform

Insight #2

Don’t ForgetMaintenance


languages brands document

types

templates

Maintenance Efficiency Enabling Features


Multiple Language SupportStyles

Reusable Objects Process Builder

Insight #3

A CCM PlatformEmpowers the Business Users


Insight #4

A CCM platform integrates intoyour environment


Insight #5

A CCM platform enables


Wording &

Structure

Layout:

Look & Feel

But it is not the

magical solution

Results


Letters +17%

Calls -13%

Letters +18%

Calls -24%

Insight #6

A CCM platform orchestrateschannels


It’s not only about the channels,

but also about the

interaction between channels(communication schedules)

Communication Schedules: Simple Example


Email

Done

Send email to known email address & don’t care about bounces or opened links

Communication Schedules: Extensive Example


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

[email protected] 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.

Communication Schedules: Complex Example


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 addressThese kind of

communication schedulesshould be easily configurable

within the CCM platform

Insight #7

A CCM Platform provides valuableinformation


Insight #8

A CCM Platform implements a vision


Vision

Develop a vision around customer communication

management

> Establish a CCM Center of Excellence

> Digital communication is a journey, not a

destination

Insight #9

A CCM platform isn’t built in a day


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

Insight #10

A CCM platform is not the onlysuccess factor


Success Factors of a CCM Project

Insight #11

A CCM platform needs a Center of Excellence


Involve all

stakeholders

Insight #12

A CCM platform evolves with itsstakeholders


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,…)

Insights


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


Results

Results to expect from a successful CCM Implementation


> 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

Questions?

Click here for more information:


www.scripturaengage.com

https://www.scripturaengage.com/