managing customer communications to help you build a great ... · managing customer communications...
TRANSCRIPT
Managing customer communications to help you build a great customer experience.
MARKETING SOLUTIONS
MS
CUSTOMER COMMUNICATION MANAGEMENT
CCM
ENTERPRISECONTENTMANAGEMENT
ECMTHIS DOCUMENT IS
INTERACTIVE
DATA & ANALYSIS
D&A
BACK TO HOMEPAGE
There are four Connect ranges – Data & Analytics (D&A), Marketing Solutions (MS), Customer Communication Management (CCM) and Enterprise Content Management (ECM)
providing all the tools to help you build a great customer experience.
Select an individual product to meet a specific business problem or build an integrated
customer communication solution using components from across each range.
Connect delivers robust, repeatable solutions, whilst maintaining the flexibility to adapt
and configure to specific requirements.
MSD&A CCM ECM
FIND OUT MORE ABOUT DATA &
ANALYTICS
MSD&A CCM ECM
DATA & ANALYTICS
Data & Analytics lets you cultivate, nurture and use data to your best advantage, building strategy, identifying prospects, understanding customers and giving the best experience with your brand,
maximising retention and profitability.
BUILD & STOREADVISE
CUSTOMER DATABASE
DATA STRATEGY
ALLIANCE
DATA PROCESSING
DECISIONING
CAMPAIGN
ANALYTICS & INSIGHT
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ANALYSE EXECUTE & MEASURE
MSD&A CCM ECM
FIND OUT MORE ABOUT DATA &
ANALYTICS
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Data & Analytics
ADVISEDATA STRATEGY
CONTACT US
SUMMARY KEY FEATURES
Interrogating data to analyse
customer behaviour across
multiple touchpoints and channels,
combining it into a coherent picture
of how customers and prospects
interact with your brand, facilitating
the strategic development of
products and effective CRM
programmes.
USING CUSTOMER PLANNING TOOLS TO LINK P&L ANALYSIS TO KEY TRENDS TO FORECAST CUSTOMER BEHAVIOUR OVER TIME AND THE IMPACT THAT IT HAS ON THE BOTTOM LINE
REVIEW OF CURRENT SYSTEMS GIVING ADVICE ON DATA SOURCE, LEGISLATION, COMPLIANCE, DEVELOPMENTS, OPTIMISATION AND NEW OPERATIONS
DATA GOVERNANCE AND QUALITY AUDITS TO INTERROGATE RELIABILITY AND ROBUSTNESS OF DATA TOGETHER WITH REGULAR REVIEWS OF SOURCES, RETENTION AND TRANSFERS CONSIDERING THE LEGAL BASIS, PURPOSE AND PRINCIPLES
CUSTOMER STRATEGY SEGMENTATION CARVING THE MARKET INTO CLEARLY DEFINED RELEVANT CLUSTERS
DATA ANALYSIS IN THE CONTEXT OF THE MARKET AND COMPETITOR ACTIVITY
MSD&A CCM ECM
BUILD & STORE ANALYSE EXECUTE & MEASURE
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Data & Analytics
BUILD & STORECUSTOMER DATABASE
ALLIANCE
CONTACT US
SUMMARY KEY FEATURES
The integration of industry
leading marketing technologies
building Single Customer View
(SCV) databases comprising and
combining multi-channel campaign
management tools to deliver
cost-effective communications for
B2B and B2C clients and prospects.
BESPOKE BUILDING AND HOSTING OF DATABASES THAT REFLECT INDIVIDUAL BUSINESS NEEDS
MANAGED SYSTEMS OR PRODUCT SOFTWARE WITH BESPOKE DASHBOARDS FOR IN-HOUSE USE
ONGOING DATABASE OPTIMISATION EXPLOITING AND DEVELOPING FUNCTIONS TO CAPTURE, DIGITISE, INTEGRATE AND ARCHIVE ALL CUSTOMER TRANSACTIONS
BUILDING MULTI-TOUCHPOINT MARKETING DATABASES TO DELIVER INSIGHTS THROUGH DATA MINING, INTEGRATING WITH ESPS AND DIGITAL MARKETING PLATFORMS FOR EFFECTIVE CAMPAIGN DELIVERY
DATABASES ARE DELIVERED VIA A SECURE SQL SERVER PLATFORM WITH DATA SECURED ON OFF-SITE SERVERS HAVING REGULAR BACK UPS AND BUSINESS CONTINUITY PLANS
MSD&A CCM ECM
ADVISE ANALYSE EXECUTE & MEASURE
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Data & Analytics
BUILD & STORECUSTOMER DATABASE
ALLIANCE
CONTACT US
Using our extensive Alliance
database to give further insight
into your customers, prospects and
markets, enhancing your database
to increase effectiveness.
USING ALLIANCE TO DEFINE NEW SEGMENTS AND PERSONAS FOR YOUR BUSINESS IN THE CONTEXT OF AN EXTERNAL GDPR COMPLIANT RELEVANT DATA SOURCE
IDENTIFY YOUR MOST PROFITABLE CUSTOMERS, DELETING NON-PERFORMING CUSTOMER SEGMENTS, SELECTING MAILING LISTS OF ONLY SUITABLE PROSPECTS
EXTERNAL INTERROGATIONS AND REFERENCING GIVING INFORMED KNOWLEDGE ABOUT YOUR CUSTOMERS, YOUR BRAND AND YOUR BUSINESS
ACCESS TO BESPOKE DATA AND INDUSTRY SPECIFIC MAILING LISTS FOR DATA ENHANCEMENT OR COLD CONTACTING
SUMMARY KEY FEATURES
MSD&A CCM ECM
ADVISE ANALYSE EXECUTE & MEASURE
ANALYSEANALYTICS & INSIGHT
SUMMARY
TRANSACTIONAL, ENGAGEMENT AND CHURN ANALYSIS WITH ATTRIBUTION AND PROPENSITY MODELLING
PROFILING, PROSPECT TARGETING AND LIFETIME VALUE ANALYSIS USING DIFFERENT DATA SOURCES FOR A MORE INFORMED PICTURE TO DEVELOP STRATEGY AND EXPLOIT TOUCHPOINTS
BESPOKE CLIENT ANALYSIS, OVERLAYING ADDITIONAL DATA SOURCES, CREATING A COHERENT PICTURE OF CUSTOMERS AND PROSPECTS AND HOW THEY INTERACT WITH YOUR BRAND ACROSS MULTIPLE MEDIA CHANNELS
USING MODELLING TECHNIQUES TO IDENTIFY THE FACTORS THAT DRIVE SALES AND ROI FOR EACH MARKETING MIX ELEMENT
BRANCH NETWORK OPTIMISATION ANALYSING CATCHMENTS BY LOCALITY AND ESTABLISHING APPROPRIATE MARKETING PLANS TO INFLUENCE SALES PERFORMANCE (E.G. DOOR DROP ACTIVITY)
KEY FEATURES
Scrutinising data from every
angle, exposing every aspect
and component that shapes
customer behaviour, so you
can develop your products
to match customers’ profiles,
anticipating their propensity to
buy and use your product.
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Data & Analytics
BUILD & STORE
CONTACT US
MSD&A CCM ECM
ADVISEEXECUTE & MEASURE
ANALYSE
Keeping your data cleansed,
standardised, updated and
optimised for business
performance that is current,
relevant, quick and effective.
DATA PROCESSING
CAMPAIGN
DECISIONING
Data & Analytics
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CONTACT US
DATA CLEANSING AND SUPPRESSION TO MAXIMISE DELIVERABILITY
CHOICE OF EITHER SOFTWARE AS A SERVICE (SAAS) OR A MANAGED SERVICE SOLUTION CATERING FOR ALL BUDGETS AND CAPABILITIES
DATA MANIPULATION AND ANALYTICS MODULES TO USE DATA TO THE BEST ADVANTAGE
AUTOMATION OF DATA TRANSFER USING TRIGGERED PROCESSES, MACROS AND APIS, SPEEDING UP YOUR CAMPAIGN DELIVERY TIME
DATA SYNCHRONISATION WITH REGULAR VALIDATION THAT IS CONFIGURABLE WITH CLIENT NEEDS
SUMMARY KEY FEATURES
MSD&A CCM ECM
BUILD & STOREADVISE
EXECUTE & MEASURE
Utilising data for effective
campaigns, adopting a multi-
channel approach to direct customer
communications, determining the
best solution to suit the campaign
needs and where appropriate
developing a strategy for a
two-way conversation.
DATA PROCESSING
CAMPAIGN
DECISIONING
Data & Analytics
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CONTACT US
MANAGED OR SELF-SERVICE BESPOKE DATA AND SYSTEM MANAGEMENT SOLUTIONS
MULTI-CHANNEL CAMPAIGN MANAGEMENT WITH INTEGRATED MESSAGES
A/B TESTING AND MODELLING TO IDENTIFY AND TARGET BEST PROSPECTS OR CUSTOMERS
DATA INTEGRATION WITH OTHER PLATFORMS AS APPROPRIATE
ACCESS TO CREATIVE, PRINT AND DIGITAL TEAMS FOR DESIGN SERVICES AND CAMPAIGN EXECUTION
ANALYTICS AND TESTING, MEASURING CAMPAIGNS EFFECTIVELY WITH MI
TESTING, MONITORING AND PERFORMANCE ANALYSIS WITH RECOMMENDATIONS FOR FUTURE CAMPAIGNS
SUMMARY KEY FEATURES
MSD&A CCM ECM
ANALYSEBUILD & STOREADVISE
EXECUTE & MEASURE
Using customer touchpoint
intelligence to track interactions and
transactions with your brand to be
able to offer specific products or
services based on activity, suitability
and affordability.
CAMPAIGN
DECISIONING
SUMMARY KEY FEATURES
Data & Analytics
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CONTACT US
INTERROGATES AND INTEGRATES ALL PHYSICAL AND DIGITAL CUSTOMER INTERACTIONS TO GIVE A SINGLE CUSTOMER VIEW
REAL TIME PROCESSING WITH AUTOMATIC LINKS TO EXTERNAL AGENCIES FOR UPDATES AND ADDED VALUE
DATA ANALYSIS TO REVEAL SERVICE, PROCESS OR PRODUCT FRICTION POINTS OR STRESSORS IN THE CUSTOMER JOURNEY
SYSTEM CREATED WITH ALERTS FOR MANUAL INTERVENTION AT KEY TOUCHPOINT SCENARIOS TO ENHANCE CUSTOMER SATISFACTION
MANAGED SERVICE SYSTEMS OR CLIENT RUN SOFTWARE WITH SOLUTIONS THAT CAN BE SCALED
COMPLIANT WITH RELEVANT INDUSTRY BODIES ADDING CREDIBILITY TO YOUR BRAND
MSD&A CCM ECM
DATA PROCESSING
ANALYSEBUILD & STOREADVISE
EXECUTE & MEASURE
MARKETING SOLUTIONS
Marketing Solutions helps you build and deliver winning campaigns with creative to make brands matter and content that is purpose-led; technology that builds efficiency into your campaign management;
digital and print channels that have impact, and measurement of effectiveness.
MANAGE
WORKFLOW
TWELVE
LIFE
DAM
DATA
EDITIONS FINANCIAL
CATALOGUES
STUDIO
ePROCURE
DIRECT MAIL
MARKETING EMAIL
PERSONALISED VIDEO
DIGITAL PRODUCTION
FIND OUT MORE ABOUT MS
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DELIVER MEASURE
ANALYSIS
INSIGHT & CREATE
MSD&A CCM ECM
DELIVER
BACK TO HOMEPAGE
MEASURE
Marketing Solutions
MANAGE
LIFE
TWELVE
INSIGHT & CREATEEDITIONS FINANCIAL
CONTACT US
SUMMARY
Integrated agencies delivering
brand strategy, activation
communications and engaging
content.
MSD&A CCM ECM
Marketing Solutions
DELIVERWORKFLOW
DATA
STUDIO
CATALOGUES
DAM
E PROCURE
SUMMARY
CONFIGURABLE AND BEST PRACTICE PROCESSES ACROSS A WHOLE RANGE OF MARKETING ACTIVITY
ARTWORK PRODUCTION BRIEFING, QUOTING AND SCHEDULING, CHANGE MANAGEMENT AND COMPLIANCE MONITORING
LIBRARY OF INDIVIDUAL ELEMENTS OF FUNCTIONALITY THAT CAN BE JOINED TOGETHER TO PROVIDE DISTINCT FLOWS
CONTROL WITH CONFIGURED ACCESS TO SPECIFIC FOLDERS, FILES AND TASKS
DASHBOARD WITH ‘MY TASKS’ ALLOWING USERS TO FOCUS ON CURRENT ASSIGNMENTS AND DELIVERY TO AGREED SLAS
KEY FEATURES
Automate your campaign delivery
processes to achieve measurable
time saving and real ROI.
Configuring best practice business
processes frees up time to focus on
creating winning campaigns.
BACK TO HOMEPAGE
MEASUREINSIGHT & CREATE
CONTACT US
MSD&A CCM ECM
MANAGE
WORKFLOW
DATA
STUDIO
CATALOGUES
DAM
ePROCURE
SUMMARY
CUSTOMER DATA SOLUTIONS WITH SYSTEM INTEGRATION, CUSTOMER MARKETING DATABASES, CAMPAIGN MANAGEMENT SERVICES, CHANNEL MARKETING TOOLS AND DATABASE ANALYTICS TOOLS
DATA PROCESSING WITH DATA ENHANCEMENT, CREDIT SCREENING, DATA CLEANSING AND SUPPRESSIONS
ANALYTICS, TARGETING, INSIGHT WITH SEGMENTATION, CUSTOMER PROFILING, LIFETIME VALUE AND CUSTOMER JOURNEY PLANNING. PROPENSITY MODELS, ATTRIBUTION MODELLING AND REPORTING, KPI SETTING AND REPORTING
COLD DATA AND DATA PROCESSING WITH PROSPECT POOLS, SOURCING/BROKING, COMPLIANCE AND STRATEGY
KEY FEATURES
From single customer views to
prospecting pools, decision
engines, campaign management
systems and channel marketing
tools, we have the solutions to
ensure we can connect the strategy
with people to create
behavioural change.
Marketing Solutions
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CONTACT US
MSD&A CCM ECM
DELIVER MEASUREINSIGHT & CREATEMANAGE
WORKFLOW
DATA
STUDIO
CATALOGUES
DAM
ePROCURE
SUMMARY
COPYWRITING, ARTWORKING AND PRE-MEDIA PRODUCTION STUDIO SERVICE, CREATING FROM SCRATCH, ADAPTING OR MANAGING AGENCY SUPPLIED DESIGN
DOCUMENT COMPOSITION AND DESIGN THAT INTEGRATES WITH OTHER COMMUNICATIONS AND CAMPAIGNS
CREATE AND STORE DIGITAL ASSETS FOR USE WHENEVER APPROPRIATE, WHATEVER THE COMMUNICATION
EMAIL DESIGN THAT COMPLEMENTS OTHER ACTIVITIES OR IS A STANDALONE COMMUNICATION
SPECIALIST IN SECURITY COMMUNICATION DESIGN AND DEVELOPMENT
KEY FEATURES
The design and production of
customer facing documents
that support brand, adhere to
legislation, are fully compliant
and can be used in paper or
digital format.
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CONTACT US
STUDIO Marketing Solutions
MSD&A CCM ECM
DELIVER MEASUREINSIGHT & CREATEMANAGE
WORKFLOW
DATA
STUDIO
CATALOGUES
DAM
ePROCURE
SUMMARY
ASSET COLLECTION AND VALIDATION, RENAMING, METADATA REVIEW, UPDATE AND UPLOAD
SECURE STORAGE WITH ACCESS CONTROL AND USER MANAGEMENT
VERSION CONTROL AND SECURE CENTRAL STORAGE OF ALL ARTWORK
CONFIGURABLE FOLDER STRUCTURE TO MIRROR THE WAY ARTWORK IS GROUPED AND CONTROLLED
SIMPLE SEARCH, LINKED TO AUTOMATIC METADATA UPLOAD, TO FIND ASSETS QUICKLY AND EASILY
UNDERSTAND HOW THE SYSTEM IS BEING USED WITH STANDARD INVENTORY, USER AND ACTIVITY REPORTING
KEY FEATURES
Brand control and consistency
by storing all brand assets in a
secure, self-serve, repository.
Marketing Solutions
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CONTACT US
MSD&A CCM ECM
DELIVER MEASUREINSIGHT & CREATEMANAGE
WORKFLOW
DATA
STUDIO
CATALOGUES
DAM
ePROCURE
SUMMARY
STANDARD OR CUSTOMISED BRANDED CATALOGUE WITH FULL APPROVAL OF TEMPLATES BEFORE GOING LIVE
STANDARD EPROCUREMENT STOCK AND WEB2PRINT CATALOGUES ALLOWING CALL-OFFS FROM WAREHOUSES OR PRINTING ON DEMAND
MARKETING HUB CATALOGUES WITH DESIGN USER INTERFACE, GROUPING ELEMENTS INTO SECTIONS WITH THUMBNAILS AND OVERVIEWS FOR CLARITY
CONSUMER CATALOGUES INTEGRATED WITHIN CLIENT WEBSITE WITH OPTIONS FOR VIEWING VIA PDFS, FLIPBOOKS OR ORDERING PRINTED COPIES
ALL LEVELS OF POS SPECIFICATION AND PROVISION MANAGED TO CONTROL DEPLOYMENT CENTRALLY AND DELIVER COMPLIANCE
KEY FEATURES
A range of cataloguing
solutions that provide easy
access to a range of items
from your products through to
marketing collateral, services
and facilities for branches with
personalisation as appropriate.
Marketing Solutions
BACK TO HOMEPAGE
CONTACT US
MSD&A CCM ECM
DELIVER MEASUREINSIGHT & CREATEMANAGE
WORKFLOW
DATA
STUDIO
CATALOGUES
DAM
ePROCURE
SUMMARY
ADVANCED QUOTING WITH REAL TIME PRICES BASED ON DIFFERENT PRODUCTION OPTIONS DERIVED FROM A BASIC SPECIFICATION
MARKET PRICE QUOTING USING MATRIX INSTANT PRICING AND/OR BESPOKE RFQ PROCESSES OR REQUEST A BESPOKE QUOTE
GLOBAL REAL-TIME MANAGEMENT INFORMATION THAT DETAILS SAVINGS
POS MANAGEMENT AND WEB2PRINT FUNCTIONS RESULTING FROM INTEGRATION WITH THE BRANCH OR STORE DATABASE
KEY FEATURES
Enable, control and centralise
procurement with a module to
get contractual, market and
bespoke prices for marketing
collateral.
BACK TO HOMEPAGE ePROCUREMarketing Solutions
CONTACT US
MSD&A CCM ECM
DELIVER MEASUREINSIGHT & CREATEMANAGE
DELIVERMEASUREDIRECT MAIL
MARKETING EMAIL
PERSONALISED VIDEO
DIGITAL PRODUCTION
SUMMARY
DIRECT MAIL PACKS IN MULTIPLE FORMATS WITH FULLY VARIABLE COLOUR AND PERSONALISATION, DOOR DROPS OR MEDIA INSERTS, MULTIPLE COMPONENTS OR ONE PIECE MAILERS, ACQUISITION, RETENTION OR CROSS SELL. ANY COMBINATION, ANY FORMAT, ANY VOLUME
LOYALTY SCHEMES AND VOUCHER (NEAR MONEY) MAILINGS FOR CUSTOMER WELCOME, REWARD AND RETENTION
NOTIFICATION MAILINGS USED TO MARKET NEW PRODUCTS, UPSELL AND CROSS SELL WITH DETAILED PERSONALISATION AND FULLY TARGETED OFFERS
TEMPLATED SOLUTIONS MEANING YOU BUILD ONCE, RUN MANY TIMES
KEY FEATURES
Direct mail used to
complement marketing and
transactional communications,
strengthening the messages
and deepening the customer
relationship with targeted,
relevant and timely contacts.
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Marketing Solutions
MANAGEINSIGHT & CREATE
CONTACT US
MSD&A CCM ECM
DIRECT MAIL
MARKETING EMAIL
PERSONALISED VIDEO
DIGITAL PRODUCTION
SUMMARY
TARGETED EMAIL PLATFORMS TO DELIVER STANDALONE CAMPAIGNS OR COMBINED WITH OTHER COMMUNICATIONS
RESPONSIVE DESIGNS WITH EMAILS DELIVERED IN ENTIRETY ON ALL DEVICES
BATCH AND BLAST OPTIONS FOR CUSTOMER CONTACTS
ON BRAND, DYNAMIC AND RELEVANT PROGRAMMES CREATED IN LINE WITH COMPLETE COMMUNICATION PROGRAMMES
MANAGEMENT INFORMATION TO MANAGE CAMPAIGNS WITH PROCESSES FOR NON DELIVERY AND UNOPENED MAILS
KEY FEATURES
An email system that has the
capability to send emails to
large audiences or targeted
selections using state of the
art platforms that manage the
communication from creation
to conclusion.
Marketing Solutions
BACK TO HOMEPAGE
CONTACT US
MSD&A CCM ECM
DELIVERMEASUREMANAGEINSIGHT & CREATE
DIRECT MAIL
MARKETING EMAIL
PERSONALISED VIDEO
DIGITAL PRODUCTION
SUMMARY
END TO END DELIVERY FROM CREATIVE FILM PRODUCTION, PERSONALISED VIDEO PLATFORM AND BROADCAST
AWARD WINNING CREATIVE WITH CONTENT THAT INFLUENCES, INFORMATION RICH VIDEO CONTENT THAT KEEPS CUSTOMERS ENGAGED FOR LONGER
PERSONALISED VIDEO PLATFORM WITH SCALABLE, SECURE AND SEAMLESS MASS VIDEO PRODUCTION THAT AUTOMATICALLY CUSTOMISES VIDEO CONTENT IN REAL TIME
INTEGRATE THE VIDEO BROADCAST INTO EXISTING COMMUNICATION PROGRAMMES
KEY FEATURES
Delivering personalised,
meaningful customer
engagement. Impactful,
relevant and easy to
consume at every stage
of the customer journey.
Marketing Solutions
BACK TO HOMEPAGE
CONTACT US
MSD&A CCM ECM
DELIVERMEASUREMANAGEINSIGHT & CREATE
DIRECT MAIL
MARKETING EMAIL
PERSONALISED VIDEO
DIGITAL PRODUCTION
SUMMARY
CONSULTANCY, SCOPING AND SPECIFYING GIVING BEST PRACTICE ADVICE ON UX AND TECHNICAL SOLUTIONS
WEBSITES, MICROSITES AND LANDING PAGES BESPOKE BUILT OR USING OPEN SOURCE OR ENTERPRISE CMS TECHNOLOGIES
NATIVE AND HYBRID MOBILE AND WEB APPLICATIONS
DEVELOPMENT OF E-COMMERCE WEBSITES AND MICROSITES
HTML5 DISPLAY BANNERS AND PROGRAMMATIC BANNERS
FLEXIBLE AND EFFICIENT DEVELOPMENT AND QA CAPABILITIES WITH ENTERPRISE-READY GOVERNANCE AND DELIVERY
MAINTENANCE AND SUPPORT OF CLIENT SERVERS AND APPLICATIONS, MANAGING CONTENT UPDATES AND IRONING OUT TECHNICAL PROBLEMS IF THEY ARISE
KEY FEATURES
Providing pixel-perfect digital
production services to deliver
across all channels – mobile,
desktop and tablet, reinforcing
your brand and fortifying
customer relationships.
Marketing Solutions
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CONTACT US
MSD&A CCM ECM
DELIVERMEASUREMANAGEINSIGHT & CREATE
DELIVERMEASURE
MANAGE
SUMMARY
DETERMINE BUSINESS PERFORMANCE USING KPIS, AND SLAS ACROSS THE CUSTOMER JOURNEY
REPORT ON WHO IS USING WHAT BUSINESS ASSETS WHEN AND HOW WITH FULL REPORTING ON REVIEWS, AMENDMENTS AND UPDATES
DATA MODELS BUILT WITH UNLIMITED CONNECTION TO DATA FEEDS AND EXTERNAL INTELLIGENCE TO DRIVE FUTURE PERFORMANCE FROM INSIGHT
REAL TIME STATUS REPORTING ON TECHNOLOGY PRODUCTION WITH PERFORMANCE MONITORING
Using dashboards, reports, statistical
analysis and external data with
the Marketing Solutions products
to give you a clear visual overview
and the opportunity to drill down
for the details that will give insight
and understanding of business
and customer activity to drive
performance.
ANALYSIS
KEY FEATURES
Marketing Solutions
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INSIGHT & CREATE
CONTACT US
MSD&A CCM ECM
CUSTOMER COMMUNICATION MANAGEMENT
DESIGN
INFORMATIONDESIGN
CREATE
DEVELOP PRINT AND MAIL INSIGHT
AUTOMATE
DOCBOX
ONE2ONE
SMSINTERACT
APPROVE
REFRESH
This comprehensive product range represents the end-to-end CCM solution; everything from information design, through to communication templates, composed documents, automation of workflow and multi-channel delivery.
BACK TO HOMEPAGE
FIND OUT MORE ABOUT CCM
BUILD DELIVER MEASURE
MSD&A CCM ECM
SUMMARY
LOGICAL AND EASY TO READ LAYOUT
CLEAR AND CONSISTENT LANGUAGE
GRAPHIC VISUALISATION OF COMPLEX INFORMATION
CONSISTENT MULTI-CHANNEL DESIGN SOLUTIONS
COMPELLING CALLS TO ACTION
DEFINED PARAMETERS FOR DOCUMENT COMPOSITION, ENSURING DESIGN IS FIT FOR PURPOSE
INFORMATIONDESIGN
CREATE
INTERACT
APPROVE
REFRESH
KEY FEATURES
Simplify complex information, using language, structure and layout-making communications easy to understand.
BACK TO HOMEPAGE DESIGNCustomer Communication Management
DESIGNBUILD DELIVER MEASURE
CONTACT US
MSD&A CCM ECM
Design, build and maintain all your templates.
DEDICATED DOCUMENT COMPOSITION PROFESSIONALS WITH INDUSTRY KNOWLEDGE
PERSONALISED COMMUNICATIONS FROM MULTIPLE COMPLEX DATA AND DESIGN INPUTS
ONE DESIGN FOR EVEN THE MOST COMPLEX COMMUNICATIONS
MANAGE MULTI-BRANDED ENVIRONMENTS WITH INDIVIDUAL TEMPLATE SUITES
REAL-TIME PROOFING ON ONE SCREEN FOR ALL CHANNELS
DESIGNS SUITABLE FOR ALL CHANNELS AND DEVICES
KEY FEATURESSUMMARY
INFORMATIONDESIGN
CREATE
INTERACT
APPROVE
REFRESH
CREATECustomer Communication Management
DESIGNBUILD DELIVER MEASURE
BACK TO HOMEPAGE
CONTACT US
MSD&A CCM ECM
Web-based tool enabling non-specialist teams to centrally update content, across large numbers of templates.
DRAMATICALLY REDUCE TIME TO MARKET
ENABLE NON-TECHNICAL STAFF TO MAKE CHANGES
REDUCE ERRORS AND MAINTAIN POSITIVE BRAND PERCEPTION
RESPOND QUICKLY TO CUSTOMER FEEDBACK AND CONTINUOUSLY IMPROVE COMMUNICATIONS
KEY FEATURESSUMMARY
INFORMATIONDESIGN
CREATE
INTERACT
APPROVE
REFRESH
INTERACTCustomer Communication Management
DESIGNBUILD DELIVER MEASURE
BACK TO HOMEPAGE
CONTACT US
MSD&A CCM ECM
Enable multiple stakeholders to approve documents simultaneously and at speed, in a single web-based solution.
APPROVE ANYTIME, ANYWHERE, WITH A SECURE AND USER FRIENDLY INTERFACE
ACCELERATE APPROVALS
REDUCE ERRORS
IMPROVE ACCOUNTABILITY WITH FULL AUDIT TRAIL
INTEGRATE FULLY WITH CONNECT: CREATE FOR TEMPLATE DESIGN APPROVAL OR CONNECT: DEVELOP AND CONNECT: AUTOMATE FOR DOCUMENT COMPOSITION APPROVAL
AUTOMATED ALERTS, HELPING TO TRACK JOBS AND APPROVALS
KEY FEATURESSUMMARY
INFORMATIONDESIGN
CREATE
INTERACT
APPROVE
REFRESH
APPROVECustomer Communication Management
DESIGNBUILD DELIVER MEASURE
BACK TO HOMEPAGE
CONTACT US
MSD&A CCM ECM
Combine specialist expertise with innovative software, reducing the time to make critical changes.
SIGNIFICANTLY ENHANCE DATED COMMUNICATIONS, AVOIDING TECHNICALLY DIFFICULT AND COSTLY CHANGES TO LEGACY SYSTEMS
IMPROVE BRAND PERCEPTION WITH HIGH PERFORMING, ON-BRAND COMMUNICATIONS
REDUCE CALL VOLUMES AND ASSOCIATED COSTS
IDEAL SHORT TO MID-TERM FIX – BUYING TIME FOR A LONG-TERM SOLUTION
KEY FEATURESSUMMARY
INFORMATIONDESIGN
CREATE
INTERACT
APPROVE
REFRESH
REFRESHCustomer Communication Management
DESIGNBUILD DELIVER MEASURE
BACK TO HOMEPAGE
CONTACT US
MSD&A CCM ECM
SUMMARY
EXPERIENCED DOCUMENT COMPOSITION SPECIALISTS
SINGLE VIEW OF ALL CHANNELS AND FORMATS
FULLY AUTOMATED DOCUMENT PROCESSING
AUTOMATED AND CONTINUOUS MONITORING, CORRECTING IN REAL TIME
PRODUCTION TRACKING AND MI REPORTING
EFFICIENCY – WITH A SINGLE COMPOSITION SOURCE
SCALABLE AND FLEXIBLE SOLUTION, SUPPORTING BUSINESS GROWTH
DEVELOP
AUTOMATE
ONE2ONE
KEY FEATURES
Build complex document rules using data, business rules and multi-channel templates.
DEVELOPCustomer Communication Management
DELIVER MEASUREBUILD
DESIGN
BACK TO HOMEPAGE
CONTACT US
MSD&A CCM ECM
SUMMARY
FULLY AUTOMATED WORKFLOW PROCESS, INCLUDING BATCH PRODUCTION
CONTINUOUS AUTOMATED MONITORING, CORRECTING IN REAL TIME
PROCESS AND ROUTE OUTPUT FILE AUTOMATICALLY TO THE DESIGNATED DELIVERY CHANNEL
PRODUCTION TRACKING WITH AUDIT TRAIL OF CHANGES
PRODUCTION TRACKING AND MI REPORTING
DEVELOP
AUTOMATE
ONE2ONE
KEY FEATURES
Manage the production workflow seamlessly, bridging the gap between document composition and delivery.
AUTOMATECustomer Communication Management
DELIVER MEASUREDESIGNBUILD
BACK TO HOMEPAGE
CONTACT US
MSD&A CCM ECM
SUMMARY
PROFESSIONAL TEMPLATES WITH MANDATORY CONTENT LOCKED DOWN
INTUITIVE AND SIMPLE USER INTERFACE (UI) – MINIMAL TRAINING REQUIRED
ACCURATE, EFFECTIVE AND COMPLIANT COMMUNICATIONS, WITH STAFF FOCUSED ONLY ON FIELDS REQUIRING THEIR INPUT
AUTOMATED SIGN-OFF PROCESS
PROGRESS TRACKING FOR MORE EFFICIENT INTERNAL COLLABORATION
SEAMLESS INTEGRATION WITH ALL DELIVERY SOLUTIONS – CONNECT: PRINT AND MAIL, CONNECT: EMAIL AND CONNECT: SMS
DEVELOP
AUTOMATE
ONE2ONE
KEY FEATURES
Create and manage personalised
content from your contact centre or
operations teams.
ONE2ONECustomer Communication Management
DELIVER MEASUREDESIGNBUILD
BACK TO HOMEPAGE
CONTACT US
MSD&A CCM ECM
SUMMARY
FACILITIES COMPLIANT WITH THE LATEST INFORMATION SECURITY AND QUALITY STANDARDS
EFFICIENCIES OF SCALE WITH SMALL PRINT JOBS, AGGREGATED USING THE LATEST SOFTWARE
TRACK EVERY PRINTED ITEM FROM PRODUCTION TO POSTAGE – MONITOR AT EACH STAGE AND RAPIDLY FIX ANY ISSUES
PROCUREMENT EXCELLENCE AND SUPPLY CHAIN MANAGEMENT
MULTI-SITE FACILITIES WITH IN-BUILT RESILIENCE AND ROBUST DISASTER RECOVERY (DR) PLANS
PRINT AND MAIL
DOCBOX
SMS
KEY FEATURES
Supporting some of the UK’s
largest and most prestigious
brands, from bills and
statements to personalised
marketing communications.
BACK TO HOMEPAGEPRINT & MAILCustomer Communication Management
BUILD MEASUREDESIGNDELIVER
CONTACT US
MSD&A CCM ECM
PRINT AND MAIL
DOCBOX
SMS
Customer Communication Management
BUILD MEASUREDESIGNDELIVER
BACK TO HOMEPAGE
SUMMARY
DIGITISE MORE CORRESPONDENCE, DRIVING EFFICIENCY AND REDUCING COST
CONTROL CAMPAIGN DELIVERY TO OPTIMISE RESPONSE HANDLING RESOURCE
GENERATE AND DELIVER SECURE PASSWORD PROTECTED ATTACHMENTS
ADVANCED ANALYTICS FOR TRACKING AND MI
RULE-BASED AUTOMATED ESCALATION TO PRINT
KEY FEATURES
An email platform truly
connected to your multi-channel
strategy. Scalable, measureable
and consistent.
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MSD&A CCM ECM
PRINT AND MAIL
DOCBOX
SMS
Customer Communication Management
BUILD MEASUREDESIGNDELIVER
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UNIQUE URL FOR CUSTOMER TO ACCESS THE DOCUMENT, PROMOTION, MARKETING CAMPAIGN, MANUAL, AUDIO DOCUMENTS OR VIDEO WITH NO LOGIN OR PASSWORD, JUST A CLICK
URL HASHCODE AND AN ENCRYPTED TOKEN AUTHENTICATES ACCESS TO THE DOCUMENT LIBRARY WITH BUILT-IN LOGIC ENSURING THE CORRECT VERSION IS SERVED
PERSONALISED URL ENABLES TRACKING OF CUSTOMER ACCESS AND ACTIVITY
REMOVE SIGNIFICANT PRINT, MAILING PREPARATION AND POSTAGE COSTS
CLEAR AUDIT TRAIL WITH PROOF OF DELIVERY AND OPENING. REMOVING ISSUES IN THE EVENT OF A COMPLAINT
MEETS FCA ‘DURABLE MEDIUM’ BEST PRACTISE STANDARDS AND EUROPEAN RULES INCLUDING GDPR
Delivering documents,
promotions, marketing
campaigns, manuals, audio
documents and videos in a
format that can be read any
time, any place. And can be
retrieved in future at any time,
any place.
SUMMARY KEY FEATURES
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MSD&A CCM ECM
SMSCustomer Communication Management
SUMMARY
SCHEDULE OR BATCH DELIVERY – 24/7 OPERATION
REAL TIME DELIVERY FOR PRIORITY INFORMATION
MANAGE ‘SEND WINDOWS’ DOWN TO INDIVIDUAL COMMUNICATION LEVEL AND STAGGER BATCH NOTIFICATIONS TO RESOURCE INBOUND RESPONSE HANDLING BETTER
PREFERENCE MANAGEMENT – UPDATED IN REAL TIME, WITHIN PLATFORM
CATERS FOR ALL – REGARDLESS OF HANDSET CAPABILITY
AUTOMATE AND TRACK MESSAGES SENT, FAILURES AND ALTERNATIVE SEND OPTIONS
RULE-BASED AUTOMATED ESCALATION TO EMAIL AND/OR PRINT
KEY FEATURES
Connect to any data source
to deliver batch or real time
SMS. Leverage the power
of instantly reaching your
customers.
PRINT AND MAIL
DOCBOX
SMS
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SUMMARY
NEAR REAL TIME PRODUCTION REPORTING DATA AND VISUALISATION
METRICS FOR FILE DELIVERY, FILE JOB RECONCILIATION, JOB STATUS, MAILING STATUS, ETC.
COMPLIANCE MONITORING OF SLAs AND KPIs
GENERATE INSIGHT TO IMPROVE CUSTOMER EXPERIENCE
SECURE AND EASY ACCESS
EASILY EXPORT DATA
KEY FEATURES
Interactive reporting and dashboard
solution putting data analytics at
your fingertips.
INSIGHT
INSIGHTCustomer Communication Management
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ENTERPRISE CONTENT MANAGEMENT
This comprehensive product range brings together the end-to-end ECM solution; everything from designing form solutions, through to classification, extraction, transfer and storage of
customer content. Our aim is to deliver important customer content straight through to your systems as seamlessly as possible to help facilitate the best possible customer experience.
DESIGN INTEGRATE VAULT INSIGHT
WORKFLOWCHANNELS
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MSD&A CCM ECM
DESIGNEnterprise Content Management
DESIGN MULTIPLE VERSIONS OF FORM SOLUTIONS INCLUDING: PRINT, PDF, SCANNED, E-FORMS, DYNAMIC ADOBE® LIVECYCLE® FORMS, FILLABLE ADOBE® ACROBAT PRO FORMS
ADD MULTIPLE VERSIONS OF EITHER 1D OR 2D BARCODES, INCORPORATING DYNAMIC CONTENT (USING 2D ONLY)
BRAND COMPLIANCE ASSURED
OPTIMISED FOR AUTOMATION INCLUDING ANALYSIS OF COLOUR TONES TO SUPPORT COLOUR DROPOUT DURING SCANNING AND A STANDARDISED APPROACH TO FORM OBJECTS
VALIDATION LOGIC ENSURES MANDATORY FIELDS ARE COMPLETED IN THE CORRECT FORMAT
SECURE SERVER STORAGE, USING CONNECT: VAULT, WHICH INCLUDES VERSION CONTROL AND AN APPROVAL WORKFLOW
EFFICIENT DYNAMIC COMPLETION: ONLY RELEVANT CONTENT IS PRESENTED TO THE USER WITH THE OPTION OF HELPFUL TOOL TIPS
KEY FEATURES
Optimise straight through
processing (STP) of customer
communications.
SUMMARY
DESIGN
CHANNELS
TAG
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CAPTUREPROCESS STORE MEASURE
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CONNECT ANY TYPE OF INBOUND COMMUNICATION CHANNEL
SAFE AND SECURE CONNECTION
FAST PROCESSING SPEED
IMPROVED CUSTOMER SERVICE
ISO 27001 COMPLIANT
KEY FEATURES
Safely receive any type of customer
communication, across any
channel, in its native file format,
allowing customer content into
Communisis for further processing.
SUMMARY
DESIGN
CHANNELS
TAG
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CHANNELSEnterprise Content Management
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HIGH SPEED PROCESSING OF CUSTOMER CONTENT
MAINTAIN ORIGINAL CONTENT IN NATIVE FILE FORMAT
MULTI-CHANNEL CAPABILITY
IMAGE ENHANCEMENT
KEY FEATURES
Receive channelled customer
content and convert each native
file into a consistent digital format,
aiding the automation process.
SUMMARY
DESIGN
CHANNELS
TAG
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CONVERTEnterprise Content Management
CAPTUREPROCESS STORE MEASURE
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DIGITAL CONTENT INPUT FROM CONNECT: CONVERT
AUTOMATICALLY CLASSIFY DIGITAL CONTENT USING BARCODES
IMAGE-BASED TEMPLATES – USE ANCHORS TO IDENTIFY STRUCTURED CONTENT, SUCH AS A UNIQUE FORM FEATURE E.G. AN IMAGE OR TEXT BLOCK
FULL PAGE OPTICAL CHARACTER RECOGNITION (OCR) – WITH KEYWORD RECOGNITION TO IDENTIFY UNSTRUCTURED TYPED CONTENT
EXTERNAL LOOK-UP – USING CONNECT: INTEGRATE TO LINK WITH CLIENT LINE OF BUSINESS (LOB) SYSTEMS AND VALIDATE CLASSIFICATION OF CONTENT
OPTICAL MARK RECOGNITION (OMR)
EXCEPTION MANAGEMENT – MANUAL SUPPORT AIDS CLASSIFICATION OF CONTENT
AUTOMATED LEARNING – MANUAL ACTIVITY ENABLES SELF-LEARNING WITHIN THE PLATFORM, ENHANCING THE AUTOMATED CLASSIFICATION ENGINES
KEY FEATURES
Classify and define documents by
communication type through
automated analysis of the content
e.g. complaint, application, etc.
DESIGN
CHANNELS
TAG
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LIFT
SUMMARY
TAGEnterprise Content Management
CAPTUREPROCESS STORE MEASURE
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MSD&A CCM ECM
DIGITAL CONTENT INPUT FROM CONNECT: TAG
FIELD LEVEL OPTICAL CHARACTER RECOGNITION (OCR), SPECIFIC TO CLASSIFICATION TYPE
FIELD LEVEL INTELLIGENT CHARACTER RECOGNITION (ICR) E.G. SIGNATURES
FIELD LEVEL OPTICAL MARK RECOGNITION (OMR) E.G. SURVEYS
IMAGE ZONE MANAGEMENT, ALLOWING FOR SHIFT, STRETCH AND SKEW OF SCANNED IMAGES
EXCEPTION MANAGEMENT, WITH MANUAL SUPPORT AIDING EXTRACTION
KEY FEATURES
Automatically extract
meaningful data from customer
communications. Examples include
account details, policy reference
numbers, claims numbers and
customer preferences.
SUMMARY
DESIGN
CHANNELS
TAG
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LIFT
LIFTEnterprise Content Management
CAPTUREPROCESS STORE MEASURE
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INTEGRATEEnterprise Content Management
DIRECT CONNECTION VIA API
DATA VALIDATION
SEAMLESS INTEGRATION – MINIMAL TECHNOLOGY FOOTPRINT, UTILISING EXISTING LOB APIs
SECURE INTEGRATION BETWEEN COMMUNISIS AND CLIENT SYSTEMS
EVENT-DRIVEN NOTIFICATIONS TO CLIENT LOB SYSTEMS GENERATE AN ACTIVITY E.G. GONEAWAY SUPPRESSION
COMMUNISIS IT SUPPORT TEAMS MONITOR FILES TRANSFERRING FROM COMMUNISIS TO CLIENT LOB SYSTEMS, AND INTERVENE MANUALLY IF NECESSARY
INTEGRATE
WORKFLOW
KEY FEATURES
Directly connect into client line of business (LOB) systems to allow two-way content transfer, validation or data enrichment.
SUMMARY
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FLOW MANAGEMENT – LOGICAL PROGRESSION OF CONTENT ALIGNED TO BUSINESS PROCESSES
LOGICAL ROUTING OF WORKFLOW – EVENT-DRIVEN DECISION-MAKING
CASE MANAGEMENT
COMBINE WITH CONNECT: INTEGRATE, REACHING INTO CLIENT LINE OF BUSINESS (LOB) SYSTEMS TO AID DECISION-MAKING. VALIDATE, ENRICH CONTENT AND CHECK FOR BUSINESS RULES
AUTOMATED SLA MANAGEMENT ALIGNED WITH BUSINESS PRIORITIES. INCLUDES NOTIFICATIONS AND DYNAMIC MONITORING
SECURE ACCESS MANAGEMENT WITH DIFFERENT VISIBILITY RULES AND ROLES FOR CASE WORKERS AND MANAGEMENT TEAMS
EXCEPTION MANAGEMENT – MANUAL SUPPORT AIDS CONTENT WORKFLOW
INTEGRATE
WORKFLOW
KEY FEATURES
Manage the journey and priority
of customer communications,
directing content to the correct part
of the workflow, ensuring efficient
processing.
SUMMARY
WORKFLOWEnterprise Content Management
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VAULTEnterprise Content Management
SUMMARY
AUTHORISED USER GROUPS E.G. CLIENT, PARTNER, CUSTOMER
SINGLE SIGN ON, WITH SECURE CROSS-PLATFORM PORTAL ACCESS
VERSION CONTROL
EVENT-DRIVEN WORKFLOW
INTEGRATION USING APIs TO SUPPORT SEARCH AND RETRIEVE FUNCTIONS
ENCRYPTION
RULE-BASED CONTENT SECURITY
RECORDS MANAGEMENT, SUPPORTING GOVERNANCE, RISK AND COMPLIANCE FUNCTIONS
VAULT
KEY FEATURES
Secure digital repository,
giving peace of mind to clients
managing large-scale customer
communications. Authorised users
can access and manage content,
at speed, when required.
PROCESS MEASURECAPTURESTORE
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INSIGHTEnterprise Content Management
SUMMARY
TRACK SLAs AND KPIs IN NEAR REAL TIME
COMPLIANCE MANAGEMENT USING CONNECT: INSIGHT
RISK MANAGEMENT USING CONNECT: INSIGHT REPORTS
CREATE YOUR OWN REPORTS, VISUALISATIONS AND DASHBOARD
NEAR REAL TIME UPDATES OF DASHBOARDS
MULTI-LEVEL REPORTING TO VIEW UNDERLYING DATA
TRACK AND TRACE INDIVIDUAL CUSTOMER CHERISHED ITEMS SUCH AS PASSPORTS
EASILY EXPORT FILES TO OTHER FORMATS FOR FURTHER ANALYSIS
EMAIL ALERTS FOR PERFORMANCE MONITORING
ANALYTICS TO TRACK LONG-TERM TRENDS
KEY FEATURES
Interactive reporting and dashboard
solution putting data analytics at
your fingertips, enabling better
decision-making. Troubleshoot
production issues in near real time
and track longer-term trends to
identify process improvements.
INSIGHTCAPTURE PROCESS STORE
MEASURE
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