business communications with scriptura engage 8.0

Scriptura Engage 8.0

Klaas BalsJoke Dehond

23 October 2014

Agenda

8 Insights

What’s next?What’s new in

Scriptura Engage8.0

Product tour

23 October 2014

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.

23 October 2014

Our customer landscape

23 October 2014

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

23 October 2014

8 Insights: What we have learned from you

23 October 2014

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?

Insight 1: Different markets, same challenges

23 October 2014

Insight 2: Involve all stakeholders

Customer communication

management is owned by IT ...

and/or by Business ...

and/or by Marketing ...

and/or by the Customer …

Best ROI when involving all

stakeholders

23 October 2014

Insight 3: Develop a vision

Develop a vision around customer communication management

> Establish a CCM Center of Excellence

> Digital is a journey, not a destination

23 October 2014

Insight 4: Start small, grow big

Identify key projects and integrate applications

> Learn as you grow

> Grow a supporter base

> Increase your success rate

Implement per project with vision in mind

this approach will save

you a lot of time and money

23 October 2014

Insight 5: Good architecture is key

Define architecture based on shared CCM

platform vision

The technologies and standards used do

matter

> Future-proof

> No vendor lock in

If applied well, CCM can become a profit

center instead of a cost center

23 October 2014

Insight 6: Track and report

A management interface to

track, report and manage

communications is

indispensable

23 October 2014

Insight 7: The 4 phases of communications

All communication

processes go

through the same

phases

23 October 2014

User is the external customer

receiving the communication

User is an internal customer

> Business unit

> Department

> Operator

> Administrator

Insight 8: The user is everything

23 October 2014

Scriptura Engage 8.0

What’s new?

23 October 2014

Scriptura Engage is many solutions

Enterprise Communication Platform

Document Design and Generation

Interactive Document Assembly

Multichannel

Mobile Electronic Forms

DoccleConnect

23 October 2014

Scriptura Engage Enterprise Platform

23 October 2014

Architecture

Private/Public cloud ready architecture

> Easy installation for multi-server environments

> Dynamic scaling

Central configuration

> Save and push configuration settings to specific systems, environments, IP

addresses etc

> Multi tenant and shared infrastructure support

Upgrade to latest versions (e.g. Java 1.8)

23 October 2014

Diagnostics

Web based interface

> Live statistics

> Manage servers

> Load balancing

> Manage memory

23 October 2014

Security

User management

Resource Authorization

(who can access which file)

Security standard OAuth2

Integration with Active

Directory and Single Sign on

23 October 2014

Document Design and Generation

23 October 2014

Better user experience

Cloud behavior with on premise

installation

> Resource synchronization

web ↔ local

> Work offline

> Web based install

> User logon

> Automatic update

23 October 2014

Resource management

Resource Server with content repository

Web-based

Packaged solution

Versioning, staging, sync, variants

23 October 2014

Versioning

Accessible to business users

More than ‘just’ history

> Switching environments

> Branches

> Commit changes

> Revert

> Update

> Merging

23 October 2014

Variants

Different variants of same resource

can exist at the same time

For templates, resources,

projects, LiveDocs …

Based on date/time the

relevant variant is selected

> Ex: “Generate a contract with the general conditions or logo of 2013”

23 October 2014

Email improvements

Email template

Center content

Background color, padding

Absolute positioning of shapes

Grid improvements

Flexible width

23 October 2014

Email testing

Test emails on

+40 different email

clients

23 October 2014

Output formats

PDF/A 1a output generation

> For example to parse e-mail bounce and response messages

> For rendering in Text mode (instead of HP/GL), reduces file size and improves

printing speed

23 October 2014

Advanced business rules

Support for XPath 2.0

Gives more power to users without having to go to JavaScript or

customizations

> For … loops

> ‘If … then … else’

> Regular expressions

23 October 2014

Communication Process Design

Graphical configuration of communication processes

> Use customer’s preferred channel

> Grouping, sorting, processing

> Integrations

Response management

> Track customer feedback

(bounce, opened, read …)

and use this information to

improve future communications

23 October 2014

Communication Process Design (Document Flow)

> Group steps intocontainers

> New step: Word to PDF

Support for RabbitMQ as JMS

Exception handling

> Better failure and error handling

> Skip a communication or document in case of a failure: continue withremaining input

23 October 2014

Design improvements – What’s in it for you and yourcustomers?

Customer

Organization

I no longer receive

incomplete

communications

The emails I

receive look

professional

I receive

communications on

my preferred

channel

I have a better

customer

experience

We have brand

consistency across

all email clients

We have integrated

asset management

I can provide a better

customer experience by

using the customer’s

preferences

The Scriptura

Designer is

easier to install

and maintain

We are in

control in case

something

unexpected

happens during

output

production

23 October 2014

Electronic Forms

23 October 2014

Electronic forms

New forms server for better performance

Additional functionality for tables

> Inserting and deleting last table rows

Pattern matching validation rules

‘Advanced mode’ for programming

23 October 2014

Doccle Connect

23 October 2014

Doccle Connect

DoccleConnect

Mandates

Invoicesand

Billing

Submit documents

Submit receivers

Update document

Retrieve document

Retrieve receivers

Retrieve feedback

Most efficient way to deploy all your documents to Doccle

23 October 2014

Doccle Connect – What’s in it for you and your customers?

Customer

Organization

I now have my own

personal online

archive

I have a better

customer

experience

I can deploy

documents to

Doccle

Doccle is an integrated

part of my overall

communication strategy

I do not need to

change my

businessI have less to do,

Doccle Connect

takes care of it for

23 October 2014

Mobile

23 October 2014

Inventive Designers is not a mobile appdeveloper …

23 October 2014

But Scriptura Mobile is used within appsto create and deliver interactive mobile communications

23 October 2014

Mobile

Multiplatform: iOS, Android

Cloud based deployment model

Native app, stand alone or integrated

Online and offline use

Uses HTML 5

23 October 2014

Mobile template design

Mobile templates are designed in the Scriptura Designer, so:

> Rules

> Dynamic layout

> Styles

> Electronic form controls

> Reusable objects

23 October 2014

Capture information on mobile

Use electronic forms on mobile to capture

information

Use cases:

> Mobile sales force (customer acquisition)

> Inspection teams

> Claims handling

> Customer surveys

23 October 2014

Interactive experience

Embedding multi-media

Support for mobile device specific

features:

> Location services

> Camera

> Deliver an interactive experience

23 October 2014

Mobile signing

Let users sign documents on their mobile devices

23 October 2014

Mobile delivery

Push notifications Text/SMS messageSocial media

23 October 2014

Mobile – What’s in it for you and your customers?

Customer

Organization

My mobile sales force can close deals

right on the spot

Automated real time processes

Mobile communications no longer need to be

programmed

Mobile is anintegrated part

of ourcommunications

strategy

I can sign my

contracts on my

device

I have my

communications with

me all the time

I can interact with the

communications from

my supplier

I have a better

customer

experience

I can file a claim and

provide pictures of the

damage using my device

23 October 2014

Multichannel

23 October 2014

Communication schedules

An individual document is just part of the bigger picture

One email can trigger the execution of another document, which can trigger

a push notification …

Based on customer feedback, determine the next best action

You need to be able to design complete communication schedules!

23 October 2014

Communication Schedule

Can be simple and straightforward

start endPrint

23 October 2014

Mix different channels

Support for fallback scenarios

Emailed

Soft Bounce

Success

Soft Bounce

After 3

retries

After 12

Hard Bounce

or After 7 days

Confirmation

Read Receipt23 October 2014

Can be used to

create

campaigns

Conversion

Visited

Hard BounceReconfigure preferences

Remind

ReadSend

Print Tweet PN Mail

Soft bounce

Soft bounce

<open>

<2d left>

23 October 2014

Multichannel – What’s in it for you and your customers?

Customer

Organization

I can choose different

channels for different

communication types

If I’m not available on one channel,

I get communications on another

I have a better

customer

experience

I have an integrated approach tomultichannel. No silos

I can define fallbackscenarios

I can simplify andautomate

I can easilydeploy different

channels for different

communicationtypes

Organization

23 October 2014

Interactive Document Assembly (LiveDocs)

23 October 2014

Automation is great, but …

Some business cases benefit from user interaction

> Help desk employees want to include a personalized message in respond to a

customer inquiry

> Sales rep wants to add some extra information to a standard proposal

The standard output you compose is not good enough in these cases

Your users need to be able to make certain changes to standard

correspondence in order to make it more relevant and personal

23 October 2014

Scriptura Engage supports Interactive Document Assembly

Web based environment that allows users to make controlled changes to

standard communications

Completely self service for business users

23 October 2014

Involves three aspects

> Content perspective:

Define content and business rules on this content

> User perspective:

Make the actual changes to a correspondence

> Manager perspective:

Keep control over what has been changed

23 October 2014

Interactive: the content

Define paragraphs or more in Live Blocks

> Content in multiple languages

> Meta data

> Tekst, tables, lists, …

> Data fields

> Input fields

> Integration with Reusable objects

> Save copy

> Dependent Documents

23 October 2014

Interactive: the business rules on the content

Define different document types

> Department, Users, …

> Which Scriptura template to

use as starting point

Define which blocks can be

included in which document types

> Rules

> Position in document

23 October 2014

Workflow integration: Work items

Historically a separate tool was

needed for approval

Scriptura 8 has basic workflow

> Approval of interactive

documents

> Review of templates

> Manual tasks in jobs

Integration with tracking

23 October 2014

Integrate seamlessly

Can be customized and integrated in your own business applications and

preferences

> Look-and-feel

> Multilingual interface

Reduced learning curve

23 October 2014

Not only manual, also automated

Harmonize resource handling as files

> Storage of information in resource server, XML database as fast cache

Controlled document instance update (automatic or manual) when blocks are

updated

APIs to access all information in Live Docs

Use LiveBlocks within Scriptura Template

23 October 2014

Interactive: stay in control

History of

interactive

building blocks

23 October 2014

Interactive: Merging

Conflict resolutions

(3 way merge)

23 October 2014

Interactive: stay in control

Impact analysis:

Compare two instances

of the same document

to see what has changed

23 October 2014

Interactive: Merging

Merge two

instances of

the same

document into

a new one

23 October 2014

Interactive – What’s in it for you and your customers?

Customer

Organization

The application has the look andfeel of our corporate brand

Business users cantailor communications

I am in control of what has been

changed

I have a better

customer

experience

I receive relevant

communications

I receive personalized

communications

Corporate rules for content and layout are

enforced

23 October 2014

Enterprise Communications Platform

23 October 2014

Scriptura Engage Communication Center

23 October 2014

Communication Center

Evolution from components to a solution

Individual blocks:

To be complemented with programming

Higer level components

To be customized

Out-of-the-box solution:

To be configured with UI

23 October 2014

Standardized multi-channel communication platform

Long term goal is to evolve to

> Out-of-the box standardized processes (eg. email & fallback to print)

> Standardized data formats

> Standardized tracking concepts (data model)

> Standardized monitoring web interface

Configurable

Customizable (but less is more)

The objective is todecrease complexityand setup time for a

closed loop multi-channel

communicationplatform

23 October 2014

Web based application to manage your multichannel platform

> Standardized

> Configurable

> Customizable

23 October 2014

Based on the 4 phases of

communication processes

23 October 2014

Phase 1: Design

Manage projects, templates and other resources

Integration with Scriptura Engage Designer

Versioning, Variants, …

Current interface

23 October 2014

Phase 1: Design

… is evolving into

Mockup of Communication Center user experience23 October 2014

Phase 2: Compose

Turn data into Jobs and Communications

> Assign Communication Schedule per communication

Follow up on status

> Number of communications sent

> Jobs and communications management

• Release

• Pause

• Restart

> Bundling of jobs

Preview, approve, rejectCurrent interface

23 October 2014

Phase 2: Compose

Phase 3: Deliver

Support for various channels

Preconfigured channels

> Email with link tracking, bounce handling, …

> SMS via gateway

> Push Notifications

> Electronic Forms

> Mobile Interactive Communications

> And… Print (batch and local)

Feedback processing

> For status monitoring and fallback processing

> Used by Communication Schedule

Current interface23 October 2014

Phase 3: Deliver

Phase 4: Analyse

Analyse effectiveness of channels andcommunications

> Successfull deliveries

> Opened/Read

> Bounces

Focus on channels that result in the best customer response rates

Replace expensive channels with more costeffective channels

Current interface23 October 2014

Phase 4: Analyse

Standard reporting might not provide all relevant information

Configure custom reports to create views and gather information

23 October 2014

Customer Communication Center – What’s in it for you and your customers?

Customer

Organization

I track responses and improvefuture communications

I spend lessresources setting up

and maintainingcommunication

processes

I can configure and execute a complete communications

strategy

I have a better

customer

experience

My supplier can easily

adapt to my preferences

I replace channelsthat are not

effective

23 October 2014

8.0 General Availability

End of 2014

23 October 2014

Product Tour

23 October 2014

What’s next?

23 October 2014

What’s next

More focus on

Scriptura Engage

Enterprise Platform

Point Solutions

New website

Partner centric

23 October 2014

www.scripturaengage.com

We hope to see you

all there!

23 October 2014

We would not be here today if it wasn’t for you

Thank you for your trust in Inventive Designers

23 October 2014

More info? Contact us:EU phone: +32 3 425 40 00

US phone: 011 32 3 425 40 00

email: info@inventivegroup.com

business communications with scriptura engage 8.0

scriptura engage8

different email clients23

andor bymarketing

andor bybusiness

email testingtest emailson

output formatspdfa

growbigidentify key

push configuration settings

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