business communications with scriptura engage 8.0
DESCRIPTION
Sending ‘a communication’ or 'a document' is more than just sending an email or a letter or a text message. It covers the entire flow a message is facing until it has completed its mission. The entire flow, meaning: the source, the creation, the branding, the fixed content and the content variables, the bounces, the reaction to these bounces, the customer’s feedback, the gained information, etc. Learn how Scriptura Engage will help you improve your multichannel communications strategy, while simplifying your environment and saving costs.TRANSCRIPT
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Scriptura Engage 8.0
Klaas BalsJoke Dehond
23 October 2014
Copyright © 2014 Scriptura Engage
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Agenda
8 Insights
What’s next?What’s new in
Scriptura Engage8.0
Product tour
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3
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.
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Our customer landscape
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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
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8 Insights: What we have learned from you
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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?
Insight 1: Different markets, same challenges
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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
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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
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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
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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
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Insight 6: Track and report
A management interface to
track, report and manage
communications is
indispensable
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Insight 7: The 4 phases of communications
All communication
processes go
through the same
phases
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User is the external customer
receiving the communication
User is an internal customer
> Business unit
> Department
> Operator
> Administrator
> …
Insight 8: The user is everything
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Scriptura Engage 8.0
What’s new?
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Scriptura Engage is many solutions
Enterprise Communication Platform
Document Design and Generation
Interactive Document Assembly
Multichannel
Mobile Electronic Forms
DoccleConnect
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Scriptura Engage Enterprise Platform
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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)
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Diagnostics
Web based interface
> Live statistics
> Manage servers
> Load balancing
> Manage memory
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Security
User management
Resource Authorization
(who can access which file)
Security standard OAuth2
Integration with Active
Directory and Single Sign on
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Document Design and Generation
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Better user experience
Cloud behavior with on premise
installation
> Resource synchronization
web ↔ local
> Work offline
> Web based install
> User logon
> Automatic update
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Resource management
Resource Server with content repository
Web-based
Packaged solution
Versioning, staging, sync, variants
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Versioning
Accessible to business users
More than ‘just’ history
> Switching environments
> Branches
> Commit changes
> Revert
> Update
> Merging
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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”
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Email improvements
Email template
Center content
Background color, padding
Absolute positioning of shapes
Grid improvements
Flexible width
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Email testing
Test emails on
+40 different email
clients
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Output formats
PDF/A 1a output generation
UTF7
> For example to parse e-mail bounce and response messages
PCL5
> For rendering in Text mode (instead of HP/GL), reduces file size and improves
printing speed
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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
> …
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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
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Communication Process Design (Document Flow)
Steps
> 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
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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
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Electronic Forms
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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
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Doccle Connect
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Doccle Connect
DoccleConnect
Mandates
Invoicesand
Billing
Info
HR
Submit documents
Submit receivers
Update document
Retrieve document
Retrieve receivers
Retrieve feedback
Most efficient way to deploy all your documents to Doccle
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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
me
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Mobile
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Inventive Designers is not a mobile appdeveloper …
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But Scriptura Mobile is used within appsto create and deliver interactive mobile communications
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Mobile
Multiplatform: iOS, Android
Cloud based deployment model
Native app, stand alone or integrated
Online and offline use
Uses HTML 5
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Mobile template design
Mobile templates are designed in the Scriptura Designer, so:
> Rules
> Dynamic layout
> Styles
> Electronic form controls
> Reusable objects
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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
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Interactive experience
Embedding multi-media
Support for mobile device specific
features:
> Location services
> Camera
> Deliver an interactive experience
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Mobile signing
Let users sign documents on their mobile devices
Sign
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Mobile delivery
Push notifications Text/SMS messageSocial media
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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
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Multichannel
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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!
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Communication Schedule
Can be simple and straightforward
start endPrint
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Communication Schedule
Mix different channels
Support for fallback scenarios
start
end
Emailed
Soft Bounce
Success
Soft Bounce
After 3
retries
After 12
hours
Hard Bounce
or After 7 days
Confirmation
Read Receipt23 October 2014
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Communication Schedule
Can be used to
create
campaigns
start
Conversion
Visited
Hard BounceReconfigure preferences
Remind
SMS
ReadSend
Print Tweet PN Mail
Soft bounce
<selection based on preferences>
<Unrecoverable error occurs>
Soft bounce
<open>
<URL tracker or action code>
<conversion event>
end
<2d left>
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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
one
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
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Interactive Document Assembly (LiveDocs)
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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
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Interactive Document Assembly
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
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Interactive Document Assembly
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Interactive Document Assembly
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
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Interactive: the content
Define paragraphs or more in Live Blocks
> Content in multiple languages
> Meta data
> Tekst, tables, lists, …
New
> Data fields
> Input fields
> Integration with Reusable objects
> Save copy
> Dependent Documents
> …
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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
> …
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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
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Integrate seamlessly
Can be customized and integrated in your own business applications and
preferences
> Look-and-feel
> Multilingual interface
Reduced learning curve
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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
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Interactive: stay in control
History of
interactive
building blocks
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Interactive: Merging
Conflict resolutions
(3 way merge)
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Interactive: stay in control
Impact analysis:
Compare two instances
of the same document
to see what has changed
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Interactive: Merging
Merge two
instances of
the same
document into
a new one
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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
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Enterprise Communications Platform
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Scriptura Engage Communication Center
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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
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Communication Center
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
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Communication Center
Web based application to manage your multichannel platform
> Standardized
> Configurable
> Customizable
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Communication Center
Based on the 4 phases of
communication processes
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Phase 1: Design
Manage projects, templates and other resources
Integration with Scriptura Engage Designer
Versioning, Variants, …
Current interface
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Phase 1: Design
… is evolving into
Mockup of Communication Center user experience23 October 2014
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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
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Phase 2: Compose
… is evolving into
Mockup of Communication Center user experience23 October 2014
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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
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Phase 3: Deliver
… is evolving into
Mockup of Communication Center user experience23 October 2014
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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
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Phase 4: Analyse
Standard reporting might not provide all relevant information
Configure custom reports to create views and gather information
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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
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8.0 General Availability
End of 2014
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Product Tour
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What’s next?
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What’s next
More focus on
Scriptura Engage
Cloud
Enterprise Platform
vs
Point Solutions
New website
Partner centric
23 October 2014
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www.scripturaengage.com
We hope to see you
all there!
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We would not be here today if it wasn’t for you
Thank you for your trust in Inventive Designers
23 October 2014
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More info? Contact us:EU phone: +32 3 425 40 00
US phone: 011 32 3 425 40 00
email: [email protected]
Copyright © 2014 Scriptura Engage