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How the right CCM platform will give your organization wings

A CCM platform should be designed to fit your needs. It should take CCM to another level and focus on three major components – Design, Communication, and Analysis.

 

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How to make a good day even better!

If you have read the previous blog post 'How to turn a good day into a headache', you'll understand how frustrating it can be to provide a good customer experience without the right tools. 

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How to turn a good day into a headache

Do you know this feeling: you get in early in the morning to get some work done before your meetings start, but you are instantly overwhelmed by problems the minute you get into your office? From 'IT tells me this document change will take 80 days, while we need it next week' or 'Our customers feel frustrated for not getting their bills by email' to 'We need to change the logo on this document, but we cannot find the template'

 

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Rapid Time to Market is Table Stakes for Digital Innovation

The digital world is moving fast (and faster every day). If it comes to innovations, tomorrow is always too late. They were due for release yesterday! To better support our customers in their digital journey, we have changed our release schedule. With this new schedule, we will  release software more frequently, reducing the time-to-market of new features significantly.
 
Until now, the release date of a new version of our on-premise product was determined by its scope. Consequently, the time to complete the release varied based on the size of the scope. Also, as you might expect, the scope of a release tends to fluctuate, which is just fine in an agile environment, but this has the disadvantage that release dates become unclear and that they tend to shift to later dates. This makes the planning of migration projects hard for customers. Another side effect is that different stakeholders put a lot of pressure on the product team to get a specific feature in the next release, because it is unclear when following releases will become available.
 
To overcome these concerns, we have decided that the release frequency is more important than the scope of a release. As a result, we will release Scriptura Engage with a fixed frequency. Every 3 months (in January, April, July and October), a new release will be made available. The scope will be more focused on a smaller set of features and it might happen that a feature won’t make it in a specific release, but the release dates are clearly defined and will give the stakeholders perspective of when to expect that feature. These time-based releases also facilitate faster collection of feedback on new features. This gives us the opportunity to iterate more quickly, resulting in more valuable software. For those customers that require stability and don’t want to use new functionalities right away, we will provide a long term stable release (LTS) every year.
 
To highlight this change, we will also align the version numbers of our products with this new release schedule. The new version numbering will contain the year and month of the release. With that in mind, Scriptura Engage 8.1 is also known as Scriptura Engage 17.02, which indicates that it has been released in February 2017. This year you can expect the following releases: Scriptura Engage 17.07 in July and Scriptura Engage 17.10 in October.
 
All changes in the release schedule are documented in the Software Release Policy, that can be found in the protected part of our website. This policy becomes effective with the release of Scriptura Engage 8.1 also known as Scriptura Engage 17.02.
 
 
 
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Scriptura Engage 8.1 (aka 17.02) released

Today, we are very pleased to announce release 8.1 of Scriptura Engage, our enterprise customer communication platform.
 
New in this release:
  • With smart data routing, flexible configuration of the output production and end-to-end tracking of the process, the Composition Service adds transparency, efficiency, performance and recoverability to the batch output process.
  • Time dependent variations of resources, called variants, allow for efficient inclusion
    of different legal clauses or promotions in a template, based on the date of output generation.
  • With the introduction of the Email Proofing and Email Link Rewriting & Tracking cloud
    services, designing quality emails has become much easier.
  • The Resource Server has a new backend, based on an included distributed, high
    performance NoSQL store, called Apache Cassandra. Consequently, the performance and the robustness of the Resource Server are significantly increased, mainly as an effect of removing the dependency on unreliable network storage and less performant relational databases.
  • All server process (Process Server, Resource Server, Management Server and Front End
    Server) now have an extensible framework to verify their status and in-depth health.
  • All server processes are now capable of being shut down in a graceful manner.
  • A wide range of new Document Flow steps are made available to be used in your output processes.
Since compatibility with the existing enterprise infrastructure is important and as software evolves quickly, the list of supported operating systems, databases and browsers has been
updated.
 
With this new release, we also changed our Software Release Policy. Thanks to this policy, an increased software release frequency will accelerate the introduction of new features significantly.
 
Scriptura Engage 8.1 (also known as Scriptura Engage 17.02) has a lot to offer and is ready to be downloaded from our website today. More information and details can be found in the What’s New in Scriptura Engage 8.1 brochure.
 
We invite you to upgrade today! If you need assistance to understand the impact of an upgrade in your specific environment or you want us to help you migrate your Scriptura Engage software, please feel free to contact us!
 
 
 
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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! 

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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.

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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?

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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.

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Take control of your e-mails with link tracking

Do you often wonder how your customers deal with your e-mails? How do you measure subscriber engagement? What is the click rate of the links in your messages? And how do you enrich your CRM-system with these metrics?

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