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The 10+ insights of customer communicationsmanagement
Scriptura Engage
12 February 2015
Copyright © 2014 Scriptura Engage
12 February 2015
www.inventivedesigners.com
2
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.
Copyright © 2014 Scriptura Engage
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
Brand
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?
Copyright © 2014 Scriptura Engage
Different markets, same challenges
Insight #1
CentralizeCommunication
Copyright © 2014 Scriptura Engage
Departments Communication
ToolsChannels
customer organization
Info
rmSell
Serv
ice
Searc
hChoose
Use
Centralized
Communication
Platform
Insight #2
Don’t ForgetMaintenance
Copyright © 2014 Scriptura Engage
languages brands document
types
templates
Maintenance Efficiency Enabling Features
Copyright © 2014 Scriptura Engage
Multiple Language SupportStyles
Reusable Objects Process Builder
Insight #5
A CCM platform enables
Copyright © 2014 Scriptura Engage
Wording &
Structure
Layout:
Look & Feel
But it is not the
magical solution
Insight #6
A CCM platform orchestrateschannels
Copyright © 2014 Scriptura Engage
It’s not only about the channels,
but also about the
interaction between channels(communication schedules)
Communication Schedules: Simple Example
Copyright © 2014 Scriptura Engage
Done
Send email to known email address & don’t care about bounces or opened links
Communication Schedules: Extensive Example
Copyright © 2014 Scriptura Engage
Send email to known email address & monitor bounces and opened links
If bounced, send printed letter via the postal office
Include QR barcode in letter with link to form to update email address
Central Print
Form
Done
We tried contacting you on your email address
john.doe@host.com but failed. If you want to
correct your address or want us to stop trying,
visit www.koduconstruct.com/john.doe or scan
the barcode to go there directly.
Communication Schedules: Complex Example
Copyright © 2014 Scriptura Engage
SMS
Form
Central Print
Form
Done
Send email to known email address & monitor bounce, open and click behavior
If bounced, send email with link to form to update email address
Update personal details, including email address
Send email to new email address & monitor bounce, open and click behavior
If not read within 3 days, send printed letter via the postal office
Include QR barcode with link to form to update email addressThese kind of
communication schedulesshould be easily configurable
within the CCM platform
Insight #8
A CCM Platform implements a vision
Copyright © 2014 Scriptura Engage
Vision
Develop a vision around customer communication
management
> Establish a CCM Center of Excellence
> Digital communication is a journey, not a
destination
Insight #9
A CCM platform isn’t built in a day
Copyright © 2014 Scriptura Engage
Start Small Grow Big
Identify key projects and key integrations
> Learn as you grow
> Grow a supporter base
> Increase your success rate
Implement per project with vision in mind
Insight #10
A CCM platform is not the onlysuccess factor
Copyright © 2014 Scriptura Engage
Success Factors of a CCM Project
Insight #11
A CCM platform needs a Center of Excellence
Copyright © 2014 Scriptura Engage
Involve all
stakeholders
Insight #12
A CCM platform evolves with itsstakeholders
Copyright © 2014 Scriptura Engage
Future Starts Now
Change is inevitable
> Expectations of your customer will change
> Expectations of your employees will change
Choose an innovative CCM vendor that has a
focus on communication now and in the future
> New releases on a regular basis
> Stakeholder involvement (users, partners,…)
Insights
Copyright © 2014 Scriptura Engage
A CCM platform
Centralizes communication
Makes maintenance efficient
Empowers the business users
Integrates into your environment
Enables
Orchestrates channels
A CCM platform
Provides valuable information
Implements a vision
Isn’t built in a day
Is not the only success factor
Needs a center of excellence
Evolves with its stakeholders
Results to expect from a successful CCM Implementation
Copyright © 2014 Scriptura Engage
> Increased customer experience
> Reduced operational cost due to consolidation of different tools
> Increased transparency about the communication process (costs, channels,…)
> Reduced dependency on IT & shorter time to market as business are empowered
Questions?
Click here for more information:
Copyright © 2014 Scriptura Engage
www.scripturaengage.com
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