ISIS Papyrus Software

Posts Tagged ‘customer experience’

ISIS Papyrus Open House and User Conference 2014

In event on February 28, 2014 at 7:09 am

ISIS Papyrus is pleased to announce the program of the 2014 Global Open House and User Conference at the ISIS headquarters in Vienna, Austria, from May 4-6, followed closely by the US Open House in Southlake, Texas, from May 18-20. As always, customers, friends and everybody interested in leading-edge enterprise communication & process technology are cordially invited to join ISIS Papyrus for two days of interesting presentations, discussions, workshops, real-life case studies and networking plus the traditional Gala Dinner on the eve of the event. This time the location is at the stunning Leopold Museum with the opportunity to enjoy the unique atmosphere in Vienna’s splendid MuseumsQuartier. As always, admission to these events is free and registration is open as of now.

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.

Getting Ready for the Real Customer Experience

In value proposition on January 22, 2014 at 6:10 am

Customer experience seems to turn into yet another buzzword that everybody tries to make their own invention after it has entered the mainstream. Therefore it is worthwhile to look at it more closely to differentiate the thinking (and acting!) behind it instead of listening to the confusing noise surrounding it. After years of hype it has become clear that conventional customer relationship management (CRM) software and database management technologies can only record obvious things like transaction histories and customer-company contacts. What they can’t do is to actually improve the relationship to customers, let alone predict their future behavior.

It has become clear that there is more than huge amounts of data and expensive random advertising to strike a chord with today’s volatile and demanding customers. There are several things needed to truly shape the customer experience. A company as a whole as well as its employees as the actual customer interface need to be relevant, transparent and authentic to make a difference. But how can that be accomplished? If a company and/or one of its workers wants to be relevant they must understand what the customer’s problem is and how to solve it appropriately. The actual interaction with customers has to be transparent and offer them a way they can actively engage with. Too often customer interaction is perceived as frustrating like when dealing with automated call systems that just don’t seem to offer the customers’ choice or ask them for information they can’t provide at that particular moment and send them round in circles. Being authentic finally means to deliver on the previous communication and drive long-term loyalty and profitability as a result.

A relevant, transparent and authentic approach to customer interaction and service shapes the perception by the customer (“the experience”) in a very particular way that is a real differentiation from the competition. It goes way beyond the accumulation of data and the traditional notion of products and services as a commodity. And though its effects are visible and measurable it cannot be covered by run-of-the-mill reports and benchmarks. However, it takes a different mindset that balances these values for long-term earnings against quarterly numbers and accepts that it’s not a one-off procedure.


Enabling the Customer Engagement Cycle

ISIS Papyrus understands the effort it takes large corporations to manage processes and communications and to attract and acquire customers, to care for them and to retain them for sustainable growth. Therefore the Papyrus Platform is built to fully support the whole customer engagement cycle and to fulfill business goals at the same time. Its solutions provide ready-to-use business applications that empower business users to provide the real customer experience while enabling management to define, execute and monitor strategic objectives, operational targets and process goals for all end-to-end value streams.

June 26th – Webinar on Delivering Effective Customer Experiences

In event on June 19, 2012 at 6:31 am

On June 26th, 2012 ISIS Papyrus proudly presents a free webinar on how to achieve tangible business outcomes by creating effective customer experiences. Under the title ‘Standing Out From The Crowd – Engaging The Business To Deliver Compelling Customer Experiences’ two top experts will discuss the application of Adaptive Case Management (ACM), which promises to be an an outstanding experience in itself.

Max J. Pucher, CTO of ISIS Papyrus and co-author of what can be called the ‘Bible of ACM’, will be joined by internationally renowned BPM expert Derek Miers from Forrester to discuss a range of interesting topics that show how business users can create mission critical processes that link people, information, and applications across geographically distributed, organizational functions and how empowered process owners can fulfill strategic business goals.

The key lies in a Business Architecture (BA), whose main goal – as a subset of Enterprise Architecture – it is to enable the business to improve customer service quality through better transparency, flexibility and adaptability of business operations. Papyrus Adaptive Case Management delivers the necessary flexibility and adaptability. It allows organizations to model their core capabilities, to define goals, targets and strategic objectives and gives management the tools to measure and assess outcomes in real time.

Next Generation E-Statements: Reduce Costs, Increase Loyalty

In benefits on March 19, 2012 at 3:24 am

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

In markets on February 13, 2012 at 7:57 am

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.

TransPromo: Enhancing The Customer Experience And Saving Costs

In solution on September 9, 2009 at 7:41 am

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.