OpenText™ Exstream™ for Salesforce® empowers users to create many different types of customer correspondence directly from within their CRM system. This immediate and accurate communication can help improve customer engagement and loyalty, helping to increase profits and lower costs. This presentation talks the reader through some of the features and benefits of the solution.
Strategy in 3 buckets: Innovation (Apple), Price (Southwest Airlines), Service (Disney, Hoteling, Digital Banking, ) -
Price as a strategy: Southwest Airlines vs. RyanAir – even with Price as the lead strategy, excelling on Service/Experience will differentiate you and return value
Focus on one and win by that, but Experience is always a value-driving differentiator
instead, it is how you delivered the product or service. That is… the experience provided…
has become the key sustainable differentiator
Even McKinsey recognize it in his “CEO guide to Customer Experience” saying:
“Companies that create exceptional Customer Experiences set themselves apart from their competitors”
are not capable “by themselves” to provide those great experiences. There are missing capabilities on systems of record and fragmented capabilities on systems of engagement
So these systems need a layer of solutions that will augment their capabilities:
- to create,
- to personalize,
- and to deliver truly omnichannel experiences at scale.
This is where our OpenText CEM portfolio of solutions offers a unique contribution.
As we make Marketing and Business applications better,
we extend those investments to enable the modern digital platform.
We enable Marketers and Business teams in large companies
to create and deliver intelligent personalized omnichannel experiences at scale,
helping them to optimize both, the customer experience and their business operations,
while augmenting their existing back office and front office transactional applications capabilities.
And as we are agnostic, we work with all the players: SAP, SF, Oracle, Microsoft… That’s unique!
Salesforce does not create or handle content at all well
ROIs
Provide customers with timely, accurate communications
Maintain compliance and control for legal and regulatory purposes
Deliver consistent, optimized multichannel customer experience
Allow business users to generate content without leaving CRM
Ensure generated content is visible to the business user
Easily Configurable
Available now on Salesforce AppExchange
Native Lightning & Salesforce mobile support
Save to Extended ECM if available
Thank you so much for your time today. Does any one have any questions for me at this point?