By Olivia Cahoon
Print is an integral component of a successful customer communications (CCM) strategy. However, it’s not the only element. Electronic options like email, SMS, and electronic bill present and payment (EBPP) provide strategies that span multiple channels. The adoption and use of electronic components within a comprehensive CCM strategy allows print and electronics to combine into one effective solution.
In the January issue of DPS magazine you’ll find a comprehensive discussion on CCM today. Here, we provide a roundup of select CCM providers, highlighting their products’ differentiating features.
Bell and Howell
Released in October 2017, Bell and Howell offers CX Touchpoints as a customer communication-as-a-service (CaaS) subscription-fee model. CX Touchpoints includes web, mobile, tablet, email, IPDF, video, and SMS electronic delivery components. It’s designed to unify new and existing messaging applications in a single, cloud-based platform. According to Mike Lambert, SVP, customer experience solutions, Bell and Howell, as a CaaS, it eliminates the cost and complexities of traditional solutions. “It empowers users to optimize the timing, accuracy, and content of each communication,” he offers. CX Touchpoints focuses on print service bureaus, federal and state government agencies, and healthcare, finance, and banking utilities.
Crawford Technologies offers Operations Express with PRO Designer, which was released in October 2004. It supports HTML, HTML5, PDF, accessible HTML and HTML5, PDFA, PDFUA, and audio. Operations Express is a post-composition document reengineering solution with UI, allowing users to modify documents after composition. It supports all vertical industries and print output formats. Crawford Technologies also offers PRO Preference Manager, released in April 2017. According to Ernie Crawford, president/CEO, Crawford Technologies, it’s a standalone preference management solution that supports all electronic delivery channels and formats.
In July 2017, Intense Technologies released a new version of its CCM solution built on UniServe NXT platform version 7.6. It features electronic delivery components like email, SMS, EBPP, push, mobile app, and self-care portals on the web. The solution includes data virtualization and standardization that ensures data silos across the organization are streamlined in addition to personalization and contextualization. Its patented layering technology ensures communications are customized and consistent across physical and digital channels. Madhavi Hindupur Chandrasekhar, head of marketing, Intense Technologies Limited, says it’s available as an enterprise or cloud license. Pricing depends on the volumes to be processed and number of user licenses.
ISIS Papyrus released the Papyrus Business Communication and Process Platform in 2004. It’s available as an on premise solution or as a private or public cloud solution. Papyrus WebArchive is used for automated e-Delivery, Papyrus servers, and adapters like email, SMS, HTTPs, and REST/JSON. According to the company, the Papyrus Platform is designed to empower business users by streamlining projects and change management efforts to create better, faster results. Its top markets are split amongst insurance and healthcare, financial, manufacturing, telecommunications, and government and public-sector industries. The platform is priced from $200K to $2M.
The latest release of the Kofax Customer Communications Manager was introduced in June 2017 and features omni-channel delivery components like email, SMS, fax, portal, mobile, and open interfaces for additional channels. It approaches customer communications as a business process managed by business users. “With Kofax Customer Communications Manager, the business determines which communications need to be generated for recipients and manages those processes end to end,” says Daniel Schmidt, senior product marketing manager, Kofax. The solution targets insurance, financial services, and government agencies, and is priced based on volume.
Released in January 2008, Messagepoint offers email, PDF, SMS, web, mobile web and app, archive system, and EBPP components. It includes various features like advanced personalization and targeting, business-user friendly UI, cloud-based content management, global shared content, self-service proofing and testing, touchpoint exchange, touchpoint versioning, variation management, and workflow and collaboration. Messagepoint focuses on insurance, financial services, healthcare, and print providers. Patrick Kehoe, EVP, product management, Messagepoint Inc., says departmental, enterprise, and global pricing plans are available.
In October 2017, OpenText released Exstream 16.3 with features for non-technical business users to modify and publish content and ingest data from any application including JSON data files and web services. It focuses on financial services, healthcare, insurance, and manufacturing. Tami May, CCM product marketing manager, OpenText, says the price for Exstream 16.3 varies based on requirements and configurations.
Quadient Inspire’s latest version was released in May 2017 and includes HTML, SMS, email, mobile, and tablet responsive design, push notifications, PDF, and PDFA. It includes an omni-channel design, single-screen preview for each channel output, web-based authoring, integration to customer journey mapping technology, integrated data quality sorting, and omni-channel compliance review. The solution focuses on finance, insurance, healthcare, telecommunications, and business process outsourcers. According to Scott Draeger, VP of product marketing, Quadient, pricing for Quadient Inspire varies by client requirements starting at $250K.
Smart Communications offers a range of solutions including SmartCOMM, SmartDX, SmartCORR for Salesforce, and SmartCaaS for Partners. The solutions deliver communications to any channel including traditional print-based communications, web, email, SMS, and mobile applications. “We’re the only cloud-based solution recognized as a leader on the Gartner Magic Quadrant,” says Simon Tindal, CTO, Smart Communications. SmartDX serves capital markets document generation and negotiation while SmartCORR allows users to work within and leverage data from the Salesforce environment.
The May 2017 release of the Solimar Systems’ Solimar Chemistry Platform includes modular components for data optimization, print management, post-composition, mobile job track, and visibility using modular solutions of Solimar Print Director Enterprise, Rubika, SOLitrack, and SOLsearcher Enterprise. It features tracking, delivery, and visibility with a mobile interface and API for production workflow oversight. According to Jonathan McGrew, director, communications and engagement, Solimar Systems, the mobile job tracking component starts at $9,950 but for a more capable solution, $30K is the cost for an e-presentment and secure document archive—depending on environment and configuration requirements.
XMPie, A Xerox Company
The XMPie PersonalEffect TransMedia version nine was released in 2017. It includes email, web, and SMS components for an all-in-one solution that creates and launches integrated, personalized campaigns with no tradeoff in presentation or design. The solution manages shared resources including campaign logic, driving variability, digital assets, and data at the campaign level. “PersonalEffect TransMedia with Open XM technology includes everything you need to create and manage personalized, cross-media communications,” says Josie Stein, marketing communications manager, XMPie. Its cost depends on configuration and features.
Print is still an important part of a strong CCM strategy. Paired with electronic delivery components, organizations further their connection to consumers while developing valuable relationships.
Before implementing electronic options into a CCM strategy, it’s important to consider customer preference management and how print will work cohesively with electronic options.
Jan 2018, DPS Magazine