EngageSmart (frmly Invoice Cloud) Brand Book

Together, we are a customer engagement software company that provides engaging SaaS platforms oriented by industry verticals.

smart about customer engagement.

If we had a rallying cry, we’d start chanting,

Transactional Simplicity!

Our expertise knows no boundaries.

We are specialists in the unique needs of the industries we serve. We step in like MVPs to improve customer experiences and simplify transactions. We have the right to be multi-focus, because we have successfully built custom software that achieves powerful results inside every vertical market we touch.

Our tech game is strong.

While our success within diverse industries is multi-faceted, we are built upon a solid platform of shared beliefs. We believe in using technology to enhance client performance. We believe that simplifying transactions leads to superior engagement. And we believe that SaaS is the most efficient, most progressive way to deliver that.

We are fiercely results-driven yet warmly people-powered.

At our core and deep within the heart of our company, we know that our technology is only ever as strong as our people. We succeed by prioritizing both. We approach every challenge like it’s a team sport with everyone operating on a level playing field. We’re huge fans of people bringing big personalities along with their A-games. That helps us relate to the needs of our clients—and their customers—who, coincidentally, are people too. They just happen to be people who need our technology to reach their goals, and we are face-paint-passionate about getting them there.

We’re introducing our brand to the world and,

we’re inviting you to be our sidekick.

Like people, brands have unique personalities. Each time someone interacts with you as a member of EngageSmart, you provide them with an opportunity to get to know our brand. A brand is an experience, and it’s our duty to make sure ours is a positive one for our colleagues, our partners, their customers, and everyone in between. At the heart of it all, it’s the enthusiasm of our people who make our brand strong.

Your participation is key, and we thank you for it.

Every interaction matters.

the way we communicate counts.

When a challenge arises, we listen and persevere until we uncover a solution. When a new project launches, we join together to support its path to success. The spirit of our work approach is just as important as the tech advances we make. Every interaction leaves an impression. At EngageSmart, we are driven by the power of partnership, the strength of technology, and our relentless focus on making it simple for our clients to achieve vital transactions. Everything we do needs to reflect that commitment.

We tell each of our key target markets that they’re our favorite.

(don’t tell the others)

Our citizen and customer engagement solution is Invoice Cloud.

Our customer engagement team provides the highest adopting SaaS Electronic Billing and Payment (EBPP) solutions to financial services clients, such as insurance providers and consumer finance organizations.

We also provide the highest adopting SaaS EBPP to help over 1,000 government and utilities clients in North America manage their billing and collections.

in other words:

When the numbers people trust you with their numbers, you know you’re doing something right.

Our healthcare solution is HealthPay24.

Our patient engagement team provides SaaS cross-channel patient payment and receivable management solutions to 2,000 hospitals and physician offices.

in other words:

We keep doctors orderly.

And then some.

Our wellness solution is SimplePractice.

Our patient engagement and practice management team provides a SaaS practice management platform with scheduling, billing, and payments capabilities to help 40,000 wellness professionals manage and grow their businesses.

in other words:

Our wellness springs eternal.

Our non-profit solution is DonorDrive.

Our donor engagement team provides a SaaS digital fundraising platform to over 250 non-profit organizations to enable them to raise money with general online giving and peer-to-peer fundraising solutions.

in other words:

Our solutions keep giving.

Our communication automation solution is IVR Tech.

Our communication platform provides a SaaS communication automation platform for voice, text, social, and web applications.

in other words:

Your smart speaker is smart, but our solutions are even smarter.

We are looking forward to the future in a bold, new way.

!

W NE

As we launch our new identity, we embrace a fresh visual expression of our brand. Our logo serves as our focal point as we breathe new momentum into the industries we serve.

Like us, our logo focuses unmistakably on people.

By interpreting the “T” in our name as the shape of a person, we lead with technology but remain steadily focused on the human experience as we make it simpler for people to connect and transact with one another.

A company that delivers needs

a name that delivers.

Our “EngageSmart” name connects the dots across the multiple industries we serve to focus on the true impact we make. No matter where our expertise takes us, it always leads to smart engagement. We keep customers, patients, citizens, donors, and their cousins engaged. And we do it in the smartest way possible, by making engagement as simple as humanly (and technologically) possible.

We are driven by

our mission.

To create frictionless customer and client experiences through industryfocused innovation in software, billing, collections, and integrated e-payments.

Our mission guides our daily decisions.

We use it to stay focused on how we can make steady progress toward our future vision.

We are propelled by

our values.

We are a team without sidelines.

We are all on the same team and on a level playing field. We don’t complain about others, we help others. We don’t focus on problems, we create solutions. We have each other’s backs in every scenario.

We create open, candid dialogue.

We tell it like it is, and our clients trust us as a result.

Our communication style is approachable and action-oriented.

We interact with integrity.

Honesty really is the best policy. In every situation.

We have a healthy sense of urgency.

We go after our goals hard. And with persistence.

Our values keep us action-oriented. They help us pinpoint the exact ways we support our long-term vision and our day-to-day mission.

We focus on excellence.

As we strive for excellence, we expect hiccups rather than perfection.

But we’re strong enough to power through them and realistic enough to embrace them.

We show respect.

Aretha spelled it, but we live it. We have genuine respect for everyone we encounter–our fellow employees, our clients, our partners, our affiliates, our competitors, and the outside world at large.

We believe in charity.

We encourage people to give back in their own way. On your own terms.

Knowing you have company support to do so.

0 We live our values, right down to our organizational structure.

By wholeheartedly embracing our Inverted Pyramid organizational structure, we are putting the people who are most important people to our ongoing success first.

Our senior management is at the bottom of our organization.

And even though they all long for private jet rides, they’d rather let customer experience take flight.

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01

Customers

02

Front Line Staff

03

Support Staff

4

Middle Management

05

Senior Management

let’s do this. engagesmart.com | 123.456.7890