* Customer in charge * The time that businesses told their customers what they should purchase is completely over. Customer centricity is not a new phenomenon, but now we’re facing a new phase, where the customers are actually in charge. Due to the boom of social media, cultural evolution and market disruption businesses need to reinvent themselves to gain and keep the customers’ loyalty. The cost for the customer remains an important aspect, but it’s not the decisive factor in the customer’s consideration. Crucial is the customer value: “How can you answer my needs, my preferences? How reliable and consequent are you?”. “Show me that you really care, but don’t chase me all day!” Customer Experience, already starting before client onboarding, means: easy and timely access to information (pull and push), accurate and customized communications, smooth and personalized servicing. The challenges a lot of organizations are confronted with are: - Limit administration efforts and time - Correspond timely and accurately - Approach from the individual customer’s perspective - Make internal processes more efficient - Make your brand an engaging partner

1. Why is CCM #1 player in Customer Experience?
The relationship an organization has with its customers is the
key factor to gain and retain customers. Customers want to
be addressed to in a personalized way and only if necessary.
The communication needs to be accurate, consistent, timely
and helpful.
CCM can make internal operations more efficient and reduce
the need for IT interventions, which enables businesses to be
better organized and to increase customer attention while
reducing costs.
Customer Communications Management:
CCM #1 player in Customer Experience
Scriptura Engage | Market | Customer Communications Management Reach. Connect. Engage.
More information?
Visit www.scripturaengage.com
or call 0032 3 425 40 00
Scriptura Engage is a software solution of Inventive Designers | © 2015. All rights reserved.
Customer in charge
The time that businesses told their customers what they
should purchase is completely over. Customer centricity is
not a new phenomenon, but now we’re facing a new phase,
where the customers are actually in charge. Due to the boom
of social media, cultural evolution and market disruption
businesses need to reinvent themselves to gain and keep the
customers’loyalty.
The cost for the customer remains an important aspect, but
it’s not the decisive factor in the customer’s consideration.
Crucial is the customer value:“How can you answer my
needs, my preferences? How reliable and consequent are
you?”.“Show me that you really care, but don’t chase me all
day!”
Customer Experience, already starting before client
onboarding, means: easy and timely access to information
(pull and push), accurate and customized communications,
smooth and personalized servicing. The challenges a lot of
organizations are confronted with are:
• Limit administration efforts and time
• Correspond timely and accurately
• Approach from the individual customer’s perspective
• Make internal processes more efficient
• Make your brand an engaging partner
What is CCM?
Customer Communications Management was brought
to life as larger organizations needed to make their
document creation and delivery processes more efficient:
the combination of a high number of customers and the
composition and delivery of complex documents had made it
impossible to handle these documents and communications.
It involved too much manual work, working time and money.
In the meantime CCM has evolved to providing a set of
solutions that takes into account multiple languages,
multiple brands, multiple communication channels (like
email, print, mobile, sms/text, social media), improved
document modification enablement, communication follow-
up, customer interaction, dynamic communications, etc. and
has grown with technological phenomena like Cloud and
Mobile. Not all CCM vendors provide all aspects summed up
here, though.
Connect your
customer with your
brand
Personalize your
customer relations
Enable digitalization
of business processes
Turn customers into
ambassadors
Reduce operational
costs
Enable internal
customers to do what
they’re hired for
The cost for the customer remains an
important aspect, the decisive factor in
the customer’s consideration however is
the value you offer him.
“
”

2. Scriptura Engage | Market | Customer Communications Management Reach. Connect. Engage.
Scriptura Engage enables Customer Experience
One Platform, many solutions
Organizations have different needs, depending on company
size, number of brands, go-to-market, investments already
made, the sector they’re in. But at least one aspect all
organizations have in common: customers, and the need for
outstanding interaction with them.
Many organizations’customer communications processes are
split up throughout the company as many different functions
are involved in communication (legal, accounting, marketing,
IT …). Scriptura Engage provides 1 platform that enables
all users. From template design to personalized messages.
It reduces IT involvement, simplifies and speeds up internal
collaboration, improves accuracy and quality.
But Rome wasn’t built in one day. This counts for many
organizations: the new born, but also the established
organizations that need to restructure to remain competitive.
Scriptura Engage strongly believes in starting small to grow
big. That’s why we also offer communication solutions that
can be implemented separately and are easily integrated
with any other running system.
More information?
Visit www.scripturaengage.com
or call 0032 3 425 40 00
Scriptura Engage is a software solution of Inventive Designers | © 2015. All rights reserved.
Scriptura Engage is proud of:
• Enterprise Communication Platform
• Communication in batch, on demand, interactive
• Multichannel since day one featuring semantically rich
XSL-FO and HTML
• Individual communications tracking via a web based user
interface
• (Private) Cloud ready licensing mechanism
• True open standards approach
• Integrated and consistent solutions
What can you achieve with Scriptura Engage?
Standardize document template design for all
messaging across the entire organization, no
matter how many brands, languages, teams
are involved. Customers benefit from your
organization’s operations efficiency.
Personalize communications without IT
intervention, protected by access restriction,
modification alerts and approval flows. Customers
benefit from your organization’s accuracy and
quality, and your tailored approach.
Digitize documents, forms and communications
delivery. It doesn’t only structurally reduce
costs, it gives you a 360° customer view,
speeds up delivery and archiving, enables you
to communicate through multiple channels.
Customers benefit from your organization’s
flexibility, transparency and availability.
Mobilize your co-workers in the field and your
customers on the way. Capture information
offline or online on a mobile device and push it
to all depending systems. It can be used for tons
of reasons, like client onboarding, inspection,
inquiries, … and integrated with digital signing.
Customers benefit from a personal face-to-face
approach and a substantial decrease in admin
and paperwork.
Energize all your stakeholders! Your customers
in the first place. Communicate with them in the
best way. Encourage them to self-service and
at the same time remain available all the way.
If you manage to really enable and equip your
co-workers, give them thought flexibility, they will
have and take more time and pleasure in looking
after your customers.
Scriptura Engage is bridging the gap
between an organization and its
customers as well as the gap between
IT and Business.
“
”