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

 

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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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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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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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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.

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10 Key Challenges for Field Force Automation

For 67% of the CIOs worldwide, enterprise mobility is a top initiative in their organization according to the CSC Global CIO Survey of 2014-2015. The same survey indicates that 93% of the CIOs are convinced that the investments in the domain of enterprise mobility are required to help them maintain their position in the market. For 41% of the CIOs, enterprise mobility is a strategic asset to drive the business forward.

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Customer says Thank You for being in Control

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.”

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How Customer Communications Can Help You Become an ‘Organization 4.0’

Leaders should no longer hold on to the idea of being a "strong organization" to survive.

 

We are more and more influenced by what happens outside our organization than ever before, because of social media, communities, mobile and the Internetzation of all things. It all makes our environment change faster than ever. Today’s underdog is the winner of tomorrow. Companies that just accept their surroundings as the dominant factor get a chameleonic character. They will constantly adapt to unpredictable and irrational developments..and also change their revenue model.

Organization 1.0, 2.0, 3.0

When we talk about Organization 1.0, we look at the example of the old Ford organization where (mass) production by efficiency was the core.
In the 1980s, Organization 2.0 was all about strategic management.
For Organization 3.0, shared values, trust and transparency are key.

Organization 4.0

Today, Organization 4.0 stands for open access, open innovation in high-tech environments, flexibility and organic organization structures.
In Organization 4.0, products and services are created by a collaboration of people on all continents, over company boundaries.

Customizable, Flexible

Characteristics of the 4.0 environment are the strong customization of products and highly flexible (mass) production. This is improved by “self-service” of the workforce: self-optimization, self-configuration, self-diagnosis, cognition and intelligent support of workers in an increasingly complex work environment.
The basis of this shift to 4.0 is the availability of all relevant information from all relevant stakeholders about environments, customers and products.
The right Customer Communications Management solution can enable organizations to become 4.0 ready through:

Personalization in Mass Production Environments

This principle not only stands in a production environment, but can be applied to communications as well. Being able to “talk” to your customers in a personal voice will improve customer engagement. People want to feel connected and understood.

Hierarchical vs. Local Organizations

Everyone knows that doing business in different countries is not easy. Each region has its own business culture. We see a shift from hierarchical organizations to local variations, so new customer requirements and fluctuations can be absorbed quickly. You should adapt your communications to local language and local customs. Tone of voice that is used to communicate with customers can be completely different from country to country.

Big Data Analysis

Better responsiveness to customer needs, by clever analysis of big data, will result in optimal production processes. For communications, it will help you segment your customer base. You will be able to better respond to their needs and preferences.

Co-Creation & Open Innovation

Real value can be created when different departments work together. Input from different angles and heterogeneous teams will improve the outcome. This also means that combining information from different business units will result in more relevant, up-to-date communications.
Assembling communications is no longer the task of the IT department. It has become the responsibility of different business units. And why not reach out to your customers and ask them what they expect from you? Hearing what you do well is great, but getting an honest opinion of what you could do better will be world-changing for your company. Ask your customers what kind of communications they would like to get from you. Listen, learn and improve.

Self-Service

There is more and more demand for user-friendly and self-serving applications.Interactive Document Assembly enables business people to personalize customer communications without the need to rely on the IT department.

Being Connected Always & Everywhere

People are online all the time and expect you to do the same. Do not underestimate the power of social media and tablets.

The Cloud

The benefits of Cloud applications are tremendous. They enable faster setup times, shorter production cycles and do not impose big maintenance cycles on your teams.
Although we cannot yet fully understand the consequences of this development, companies have no choice but to fully commit to these new opportunities. Companies that can analyze and use smart customer information in real time can achieve huge gains. Organizations must be “master of their data” to compete. The time to market of new products and services needs to shorten. This is only possible in a 4.0 environment.

 

Wanna know more on how we can help you become an organization 4.0?

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