ISIS Papyrus Open House and User Conference 2012

ISIS Papyrus is again excited to invite to this year’s open house and user conferences taking place at the ISIS headquarters in Vienna, Austria, from May 6-8, and Southlake, Texas, from May 20-22, respectively.

Registration for these extraordinary events is now open. Other venues include Kingsclere in the UK and Ivrea in Italy. Details will be presented as they evolve.

What we see currently in enterprise IT is no more and no less than a fundamental change of how businesses interact with customers and the barriers between front and back offices is dwindling. Customer experience comes strongly to the fore and requires a consolidation of all touchpoints.

The Papyrus Communication and Process Platform with its unique concept and powerful feature-set provides the ideal launch-pad for future-proof innovative solutions. The ISIS Papyrus Open House with its special flavor again is the perfect backdrop to gain profound insights in the latest technological advancements that have become a hallmark of ISIS Papyrus since its inception.

Next Generation E-Statements: Reduce Costs, Increase Loyalty

People are literally getting flooded with printed mail like statements, bills, marketing messages etc. All the while the stream is increasing the attention is fading while the printing, postage, equipment and personnel costs for providers are soaring. There are only small opportunities to break through information fatigue surrounding quelling letter boxes. One such opportunity consists of e-statements but not of the dull kind of yesteryear that’s just the electronic version of its paper counterpart.

What’s required to call customer’s attention is a totally new kind of personalized electronic document that goes way beyond dreary numbers and the occasional lackluster messaging insert as part of an uninspired mass marketing campaign. This kind of document gives a whole new customer experience by involving personalized interactive communications, transactional promotions, structured ad-hoc documents, and tentative calls to action based on a single transparent customer view, real-time data and closed-loop communication consolidating inbound and outbound documents in the context of adaptive business processes.

The Papyrus Platform effectively and efficiently leverages the delivery of smart electronic documents  with consistent appearance across all media and devices and thus helps to increase sales opportunities and brand loyalty while substantially saving production costs and supporting green initiatives.  By giving business and marketing users more power and abilities to create their own documents it also helps to offset the dependency on IT for fairly simple tasks for faster time-to-market and shorter life cycles.

Mobile and Social Impacts on Enterprise IT

As mobile devices and social interactions become more and more ubiquitous businesses are slowly starting to see the impact. Companies must respond by making it easy for people–employees and customers–to stay in touch on any device and from any location while ensuring access to the same enterprise tools and customer communications. This requires a major shift in the perception of enterprise IT.

Until recently enterprises understood business transformation as implementing packaged applications such as ERP, CRM, and the like, to tackle certain business problems. But instead of mitigating problems the resulting information silos aggravated them because software has been regarded more like a commodity to run the business than a truly differentiating factor. In this quagmire BPM is viewed as a way out of the silo issues but in its conventional flow-charted flavor it only adds additional bureaucratic overhead and nothing to improve the customer experience and totally fails in connecting all the business communications with the relevant data in a transparent way for internal collaboration and to bridge the customer interaction gap.

The driver for business transformation will have to be a business process perspective that uses capabilities, value streams and their customer outcomes as target definitions. The resulting Business Architecture will have to cater for all social and mobile touchpoints and empower business stakeholders as well as performers to create, execute, evaluate, and adapt processes at their own discretion, while driving towards defined outcomes, process goals and business targets.

The underlying problem of social media interactions is that they lack business context and goals. Therefore the Papyrus Platform from ISIS Papyrus handles social interactions device-independent as elements of a case to provide a consolidated view of all customer-related data and content. While at the same time doing away with artificially created fragmentation the Papyrus Platform offers a holistic approach to integrated business communication and collaborative capabilities and enables business users to create their own processes for an enhanced customer experience and for creating tangible outcomes.

Shaping The Customer Experience For Profitability

In mature markets with fierce competition there are usually two broad strategies to foster growth and become more profitable. The first strategy is to be price aggressive. This strategy is especially popular in downturns or to drive competition out of the market. Yet it is a shortsighted strategy and does not do much for profitability on the long run even if it may be instantly successful for a short time in growth terms. If businesses cut their margins this usually initiates a risky downward spiral. Reduced margins are often followed soon by some cost cutting, which then results in poorer service and product quality or the complete elimination of services, layoffs, still more reduced capacity of servicing customers, ensuing negative publicity and word of mouth and a long and often futile struggle to bring back margins to healthy levels.

The other strategy encompasses the shift to a customer-driven organization. Now this term is used in abundance but what is it all about? The main idea behind the customer-driven approach is that of another transformation taking place, namely from the notion of products and services as a commodity to that of shaping the perception by the customer (“the experience”) in a very particular way that is a real differentiation from the competition. However easy it sounds this transformation is not something that can be achieved overnight and it is certainly no one-off procedure.

A customer-driven approach is marked by flexibility and quality. Flexibility means an organization’s capability to accommodate different customer preferences (which may change over time); quality means that all customer communications have to be accurate, clear, consistent and relevant. Relevant communication again is personal and relating to individual context based on consolidated data. These are cornerstones in building long-term customer relationships which result in increased loyalty and revenue.

ISIS Papyrus understands the challenges large corporations face to manage processes and to produce, manage and distribute personalized, data-driven and process- related customer communications to remain competitive in today’s market. ISIS consultants analyze a corporation’s unique communication goals and then provide the tools and expertise necessary to produce high-volume, personalized paper and electronic communications that significantly improve customer and prospect responses as well as client satisfaction.

TransPromo: Enhancing The Customer Experience And Saving Costs

The advantages of TransPromo as a strategic marketing instrument in terms of customer retention, loyalty and increased revenue are widely recognized today. The TransPromo solutions from ISIS Papyrus have helped large organizations for over a decade to create highly personalized targeted promotional messages in transaction documents like bank statements, phone bills and invoices. With full color onserts they deliver attractive documents with timely and relevant information and save on paper and postage.

The Papyrus Campaign/TransPromo Manager provides all the tools to easily take integrated customer communications one step further and add more touchpoints to enhance the user experience and to create real multi-channel campaigns for further cost savings. Papyrus draws on an organization’s data from various information silos and brings together customer purchase history, CRM data, marketing and sales resources, customer credit history and native language for effective messaging in print, via e-mail or for Web presentment.

The automated response workflow then allows to monitor the effectiveness of the campaign and triggers appropriate responses. Customer representatives have a single view of all customer-related documents and processes and can dedicate their efforts completely to customer-facing issues.