Read. Gather ideas. Discuss.

Clear & digital customer interactions form the basics for a happy customer journey in a new age. 

 

Get in touch! We'd love to help you explore.

Contact Us
Browse our Library

Subscribe to Email Updates

Older Posts

Yes, We Won! DCM Award 2017 - Mensura

Last week, I blogged that we were on the shortlist for the DCM Awards. And guess what? We won! 

Read More
 0

Mensura's shift to digital listed for DCM Awards

Next week, the annual DCM Awards will take place. I am really happy that our customer Mensura is on the shortlist in the category ‘Intelligent capturing’. This case is a good example of how reducing paper in administrative workflows impacts customer experience.

Read More
 0

Klaas Bals, our authentic CEO & CTO

How many businesses leaders are truly authentic? And how many businesses think they are being authentic, but really aren't?

Read More
 0

Time to reduce the workload of your IT team

With customer interaction being delivered across both offline and digital channels, the expectation of accuracy by your customer is high. When missing important details—such as the customer name—the personalization just isn’t there and the customer feels disconnected from your company.

 

As an IT Director, you may be faced with many problems from other departments that require a solution. For example, no customer wants to receive a formal document that opens with ‘Dear ’, especially from a professional company. It is a poor customer experience, especially since your customers are already bombarded with advertising and other forms of solicitation. Validating data integrity within your CRM should be— and can be— a standard step in data processing. What other mistakes exist in your document template? Does your process send out duplicate statements to a customer?

 

When an end-customer has recognized their problem in a public way, by which the marketing department is made aware, the IT Director then has the responsibility to locate the problem, understand it entirely and solve it correctly. The problems must be located and singled-out in every circumstance by IT management, so that the satisfaction of the end-users’ digital experience can be restored and maximized once more.

 

If business users come to your IT department every time they see a mistake in either the data or the template, too much time will be spent on recoding documents or optimizing the data validation process. While actually, it would be easier that the business users who know the mistake can make the changes themselves so that essential information is not lost. It would save them the time from reporting the mistakes, and the templates would be adjusted far more quickly than if they had to rely on already-limited resources of IT teams.

 

Scriptura Engage helps improve customer experience through the automation of customer communications. Both (B2B) business-to-business and (B2C) business-to-consumer organizations use our Customer Communication Management software to create, produce and distribute essential business communications that are highly-personalized and interactive. They engage more profitably with customers. Personalized documents are created in a 'what you see is what you get' (WYSIWYG)-designer through rules-based dynamic assembly and sent in multiple formats across multiple channels to drive business impact. From one-to-one contact to the high volume output, Scriptura Engage simplifies and automates document-related business processes to improve business performance and efficiency. View your CCM much more as an opportunity to simply market a product. It is the opportunity to improve clarity of your communications with your customers. 

 

Wondering how your company can also benefit from this? Let's talk!

We are more than happy to spend some time going over your specific situation, as well as how to improve your CCM procedures by introducing Scriptura to your working environment.

Read More
 0

Communication Relevancy in Telco Sector

Like a lot of people I have a mobile subscription contract with split billing. A part of the bill is paid by my employer (lucky me ), the other part I have to take care of.

Read More
 0

Customer says Thank You for being in Control

Show me how reachable, predictable and flexible you are, and leave me alone.

It has become almost a platitude to say that the Customer should come first. Yet, it is not less true than the first time this was pronounced. No doubt about it. Everyone agrees. The question we really should ask ourselves is who today’s Customer is. Some find him arrogant, aggressive and superficial. I find that shocking and would define him rather as an independent, assertive, experience-oriented traveler. This 21st century behavior has as a consequence that he is constantly in interaction, yet, difficult to be found and engaged. The last thing he wants is a company disrupting his journey. He would say: “If you want me to buy your solution, show me how reachable, predictable and flexible you are, and leave me alone.” What he actually is saying: “Give me the comfort I need and I’ll be loyal to you.”

Read More
 0

Taking your Customer Communication processes to the next (mandatory) level

E-government integration

It has finally happened! E-Government solutions have become household practices for the general public to exchange information with their government. It might have taken some time and a number of unfortunately failed initiatives, but we’re all glad (relieved) the time has come.

Read More
 0

What are the requirements of document composition?

On the LinkedIn Group "Document Composition Professionals", a question was posted: "What are the minimum requirements that are needed in a Document Composition tool?"

Read More
 0

New professional services manager to support growing customer base

Inventive Designers, the company behind the Customer Communications Management software Scriptura Engage, recently announced the appointment of Jim Verbist as their new Professional Services Manager. In his new role, Verbist will be responsible for the further development of the professional services team to support the company’s growing international customer base.

Read More
 0

How User Personas make our software even better

It's true, usability has become a commodity. Consumers are spoiled with outstanding user experiences of websites and mobile apps such as Facebook, YouTube and Amazon. It is easy to understand that in their professional life, those consumers will demand the same standards for the business software they use.

At Scriptura Engage, we are convinced that the usability of our software will determine our success. Although our solutions are often praised for their usability, some time ago we decided to go a step further. As such, we now start applying the user-centered design practice of User Personas.

Business Software & UX

Business software legs behind if it comes to user experience. This is caused by a number of factors:

  • business software has a more complex objective,
  • business software is customized,
  • business software is installed on-premises, making usage statistics hard to collect,
  • business software replacement is costly,
  • the user is in most cases not the buyer,
  • the user is harder to find.

Although some of those factors are valid reasons why it is hard to improve usability, it should be no excuse to ignore the usability aspect of business software. There are many ways to work on usability. At Scriptura Engage we recently started with the creation of User Personas as part of an initiative to bring the software closer to our users.

Personas

For those not familiar with user-centric product design, User Personas are fictional characters that represent the different user types that use your product in more or less the same way. As an illustration: for the design of communications in Scriptura Engage we have defined 4 personas that include information about the skills, tasks and needs of the represented users. One of them, Jason, is included as an example.

 

 

Benefits

The exercise of defining those personas is interesting and gives you insights in how users are actually using your software. But the real benefits of personas lie in their usage in product development.

Mindset

Defining and publishing user personas is not a once-off exercise, but a new way of thinking. This way, you show the whole organization that you want to put the user in the center.

Communication

User personas, in combination with user stories (descriptions of functionality in terms of the type of user, what they want and why they want it in a non-technical manner) makes that marketing, sales, analysts, developers and designers can communicate efficiently about features and their targeted users.

Empathy

Personas put a face on the otherwise abstract user, making it easier for a designer and developer to empathize with and think like the user, resulting in functionalities that a type of user really needs.

Focus

When you see the world from your user’s perspective determining what is useful and what is not becomes a lot easier. Personas help us to define who the software is being created for and also who not to focus on. Having a clear target is important.

Conclusion

Usability in business software gets more and more attention as users are demanding the same experience as the websites and mobile apps they use (in their personal life). It is not a shame that developers don’t always know what is best for the user. User personas are created with the purpose to represent the real users and can provide answers and direction.

Call to Action

To define the User Personas, our UX experts (coached by a consultant of Studio Dott, an all-round creative and design firm) have conducted (and are still conducting) a number of interviews with our users. We are currently in the process of defining User Personas for the management, integration and administration of Scriptura Engage.

If you believe you have valuable input, do let me know!

Read More
 0