DOCUMENT Strategy Summer 2016

INSIDE: LESSONS FROM DSF ’16

AUTOMATED DOCUMENT CAPTURE DOCUMENTmedia.com | summer.16

THE

ANNUAL LIST Want to Enhance Your

CUSTOMEREXPERIENCE? EXPERIENCE? FOCUS ON THE WRITE STUFF

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volume 23 issue 2

Summer.16

DOCUMENTmedia.com

Features

Age of Automated 08 The Document Capture Implementing advanced recognition into an intelligent information management strategy

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Want to Enhance Your Customer Experience?

Focus on the write stuff

Exstream Acquisition 10 HP Completes OpenText’s

Transformation to Customer Experience Vendor

By Jon Picoult

By Kaspar Roos

Departments

05 Contributors 06 Editor’s View 07 What’s New 07 Masthead 38 Think About It

By Elangovan Ekambaram

Want More?

Subscribe to our YouTube Channel Toward Omni12 Move Channel and Results Lessons from DOCUMENT Strategy Forum

By Richard Rosen

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ANNUAL LIST 16 OUR 2016 HOT Companies In Customer Experience

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Contributors Jon Picoult Mr. Picoult is the founder of Watermark Consulting, a customer experience advisory firm, and has worked with thousands of business leaders across some of the world’s foremost brands, helping companies capitalize on the power of loyalty. His insights have been featured by dozens of media outlets, including The Wall Street Journal, The New York Times, NBC News, and Inc. Magazine. He received his AB in cognitive science from Princeton University and his MBA in general management from Duke University.

Kaspar Roos Mr. Roos is the founder and CEO of Aspire Customer Communications Services, an international technology advisory firm specializing in customer communications transformation and customer engagement optimization. Before starting Aspire, he ran InfoTrends’ global production workflow and customer communications advisory service, providing market research, insights, and strategic consulting services surrounding the shifts in the customer communications and workflow markets.

Elangovan Ekambaram Mr. Ekambaram is a lead technology strategist at Paragon Solutions and is responsible for architecting, designing, building, and delivering enterprise solutions within the insurance, reinsurance, healthcare, and financial services space, guiding enterprises to sustainable roadmaps and plans. Prior to joining Paragon, he worked at HCL and Infosys where he was involved in the ECM product development. Mr. Elangovan holds a master’s degree in computer applications from Bharathidasan University, India and a bachelor’s degree in electronic science.

Richard Rosen Mr. Rosen is the chief executive officer of The RH Rosen Group, a firm that works with clients to reduce costs and improve cash flow through paper reduction and process improvements.

Prior to forming The RH Rosen Group, he held leadership roles at Neopost, Hasler, and Pitney Bowes in the areas of product marketing and strategic management.

He holds both a BS and MS in engineering from Brown University and an MBA in finance from the Columbia School of Business.

DOCUMENTmedia.com summer.2016

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EDITOR’S VIEW

CUSTOMER COMMUNICATIONS DEFINE THE CUSTOMER EXPERIENCE—EVEN IF MARKETING WON’T ADMIT IT @DOCUMENTmedia

by Allison Lloyd

ver the last several years, the fervor around the “customer experience” has only exponentially increased. Why? It’s becoming clear that it’s tied to an attention-grabbing outcome—yes, your revenue growth. This year, Forrester repeated their 2015 landmark study, which concluded that “superior customer experience drives superior revenue growth in industries where customers are free to switch business and competitors deliver a differentiated customer experience,” to see if these results would hold up with yet another year of data. Forrester Vice President Harley Manning reports that customer experience leaders held a 14% advantage over the customer experience laggards in total revenue growth rate.

Many times, I have heard executives express to me their skepticism about the direct correlation of revenue growth to specific customer experience actions taken by the company. Mr. Manning addresses this point by saying, “We do know from our analysis of Customer Experience Index data that customers who have a better experience with a company say they’re less likely to stop doing business with the company and more likely to recommend it. Both of those factors should drive increased growth in customers and, in turn, increased growth of customer revenue.”

This connection stems from the concept of loyalty—a highly prized but stingily given result of customer experience. As I’ve written before, a company that collects and uses data about an individual to benefit the customer is one that no longer sells a product but one that offers a benefit to a loyal customer. It’s about using what we know about a customer and delivering an appropriate message that fosters this loyalty. Simple, right? Yet, there’s a big problem here. As you will read in our feature on page 14 by Jon Picoult, founder of Watermark Consulting, “Documents often represent one of the most frequent and prominent touchpoints that companies have with their customers. From the customer’s perspective, these documents are the experience.” Yet, these components are often overlooked by customer experience professionals. This is a grave mistake—these messages are incredibly meaningful to the overall experience.

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We here at DOCUMENT Strategy recognize this gap between what some might call “administrative, transactional, back-office” messages and headline-grabbing marketing terms like “cognitive analytics.” No matter your industry, you must approach your customers holistically with all the touchpoints at your disposal. To dismiss a touchpoint, and one that defines an experience, is ill-advised. This is why you see our list on page 16 of the HOT Companies in Customer Experience. As you begin to advocate in your organization the importance of customer communications in the overall experience and begin to build out your strategy, these providers can help move you along this journey to reap the promise of revenue growth and superior customer experiences.

If we learned anything at our annual event, the DOCUMENT Strategy Forum (DSF), it was that we must build solutions that are rapid, scalable, and achievable. We must graduate to an omni-channel approach. Our customers don’t choose just one channel. Let’s not do that ourselves inside the company walls either. To build forward-thinking communications and customer experiences, I hope you will join me next year at DSF ’17, May 1-3, 2017 in Downtown Chicago.

Until next time,

What’s New The Orchestration of Customer Interactions Is More than Execution of Tasks

By Matt Mullen http://documentmedia.com/article-2432-TheOrchestration-of-Customer-Interactions-IsMore-than-Execution-of-Tasks.html

5 Steps to Design a Strategic Information Governance Program

By Ken Bechard http://documentmedia.com/article-2426-5-Stepsto-Design-a-Strategic-Information-GovernanceProgram.html

The Digital Workplace Is an Experience, Not a Destination

By Dave Smith http://documentmedia.com/article-2433-The-DigitalWorkplace-Is-an-Experience-Not-a-Destination.html

Communications Privacy Is Data Privacy

By Andrew Hellard http://documentmedia.com/article2431-Communications-Privacy-IsData-Privacy.html

president

Chad Griepentrog

publisher

Ken Waddell

editor contributing editor contributors

advertising

audience development manager creative director

Allison Lloyd

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Amanda Armendariz

DOCUMENT Strategy Media (ISSN 1081-4078) is published on a daily basis via its online portal and produces special print editions by RB Publishing Inc., 2901 International Lane, Madison, WI 53704-3128. All material in this magazine is copyrighted © 2016 by RB Publishing Inc. All rights reserved. Nothing may be reproduced in whole or in part without written permission from the publisher. Any correspondence sent to DOCUMENT Strategy Media, RB Publishing Inc. or its staff becomes the property of RB Publishing Inc.

Elangovan Ekambaram Jon Picoult Kaspar Roos Richard Rosen

The articles in this magazine represent the views of the authors and not those of RB Publishing Inc. or DOCUMENT Strategy Media. RB Publishing Inc. and/or DOCUMENT Strategy Media expressly disclaim any liability for the products or services sold or otherwise endorsed by advertisers or authors included in this magazine.

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SUBSCRIPTIONS: DOCUMENT Strategy Media is the essential publication for executives, directors and managers involved in the core areas of Communications, Enterprise Content Management and Information Management strategies. Free to qualified recipients; subscribe at documentmedia.com/subscribe.

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DOCUMENTmedia.com summer.2016

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Implementing advanced recognition into an intelligent information management strategy

BY ELANGOVAN EKAMBARAM 8

summer.2016 DOCUMENTmedia.com

rganizations receive thousands of inbound communications via mail and email every day—many of which are business documents, such as enrollment forms, applications, claim forms, and other correspondence, that need to be processed in a timely fashion by the right business group. In many instances, organizations use manual, labor-intensive processes for sorting and routing these documents to their respective business groups. It also risks exposure to security concerns, which can lead to non-compliance and litigation risk if these documents are lost or routed to wrong business groups.

For example, imagine the plight of a workers’ compensation insurance carrier with over $1B in annual revenue.

Assume this insurance carrier receives 1,650 bills and 20,000 related documents for claims processing on a daily basis. These documents additionally require 35 manual paper sorts prior to being manually keyed into the claims processing systems. With document capture processes in place, this company could benefit from automatic document identification technologies, including anchors for image analysis and advanced keyword classifications. Companies can avoid labor-intensive, manual sorting while classifying received documents and routing them to the right business group more efficiently.

Document capture systems enable organizations of all sizes to take information from electronic, faxed, and paper sources and turn these documents into usable, digital content that is ready to be accessed, stored, shared, and worked on throughout every level

Functionalities Advancing Document Capture } Automatic identification of all document types (structured, semi-structured, and unstructured)

} Identification of similar document types using classification technologies (image- and text-based analysis)

} Analysis of a document’s general layout design to recognize recurring information, such as logos

} Data validation utilizing business rules to ensure that data captured is accurate and ready to feed the downstream application and initiate context-specific business processes at the right time

} Data extraction utilizing fast and accurate pre-defined zones

of the organization. The implementation steps for data capture technology can include analysis and design, construction, validation, and deployment, with development of test cases and samples. Beyond automated document classification, document capture solutions can also perform automated data extraction from structured, semi-structured, and unstructured documents, automating the manual keying of information into business systems.

Businesses today need to master defining, configuring, capturing,

classifying, and connecting data from a variety of documents. As digital transformation continues to command attention from leading enterprises, it is essential for organizations to leverage effective document classification to meet the growing demand for conducting business in the digital age. O

Elangovan Ekambaram is a lead technology strategist for Paragon Solutions’ Insurance and Financial Services practice. For more, visit www.consultparagon.com.

DOCUMENTmedia.com summer.2016

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HP Exstream Acquisition 10

Completes OpenText’s Transformation to Customer Experience Vendor summer.2016 DOCUMENTmedia.com

By Kaspar Roos

O

penText Corporation, Canada’s largest software company with roughly $2B in global sales, announced it is buying HP Exstream for $315M. Exstream is a market-leading customer communications management (CCM) solution, installed at many of the world’s largest enterprises across the globe, and used for high-fidelity, multi-channel customer communications creation and delivery. The HP Exstream acquisition follows OpenText’s recent purchase of HP’s customer experience solutions a few months ago, which includes products such as TeamSite/LiveSite (web content management); its newly developed HP Hub software for managing social and mobile communications; Optimost (multi-variate testing/analytics); and Qfinity, its call center management software.

OpenText is mostly known as an enterprise content management (ECM) vendor that has expanded into the customer experience (CX), business process management (BPM), and business intelligence (BI) markets—which OpenText groups together

under the term enterprise information management. OpenText has long recognized that communications technology is an important element of how content should be distributed and made interactive.

Mainly through acquisitions, it has built a comprehensive set of capabilities. Key acquisitions include business intelligence provider Actuate (which acquired former output management company Xenos and interactive document editing provider legodo), composition provider StreamServe, and now also the HP CCM and CX solutions.

The customer communications management (CCM) market is rapidly transforming into customer experience management (CEM), as marketers are looking to optimize the customer experience through all touchpoints, including those hidden in back-office processes. HP Exstream recognized early on that connecting CCM with CX was the way forward in this market.

However, once the group ended up at the HP Inc company (computers and printers), via post-company split, it became clear that they were not seen as core to HP Inc’s activities. By acquiring HP Exstream, on

top of the other acquisitions, OpenText has catapulted itself to the forefront of the CCM market. As shown in Figure 1 below, OpenText now has all necessary elements in place to help enterprises get more value out of their content and communications.

For OpenText, the opportunity is to formulate a proposition that resonates with marketers and customer experience professionals, because this is where future growth increasingly will come from. The challenge for them is to step away from a content-centered world view and talk more holistically about communication opportunities that deliver value by building better customer loyalty and engagement. With the HP Software acquisition (HP Exstream and the HP CX products), OpenText not only acquires technology but also a sizeable team of seasoned professionals that have the expertise to help them do that. O

Kaspar Roos is the founder and CEO of Aspire Customer Communications Services. Contact him at kaspar.roos@aspireccs.com or visit http://aspireccs.com.

Figure 1: OpenText’s CCM Components

DOCUMENTmedia.com summer.2016

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MOVE TOWAR OMNI-CHANNEL AND RESULTS

By Richard Rosen

I

attended the DOCUMENT Strategy Forum (DSF ’16) in Chicago and, as usual, found the meeting to be very insightful.

The quality of the discussions was excellent, and the messaging was consistent across many of the sessions. The “campfire” sessions, in particular, were very useful and

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engaging. Now, of course, it is up to the attendees to take what is relevant to their companies and turn the thoughts into reality and a better customer experience.

Maria Boos of Siegel+Gale set the stage, reinforcing the need for simplicity and transforming the customer experience primarily

RD

around customer needs and then technology. While technology is the enabler, nology. first you must know where you want to go. Companies that focus on the best user experience showed a 50% better stock performance than the average (up 108% versus 72% for the S&P 500 between 2007 and 2014—and versus 28% for the laggards).

Most companies fail to provide a seamless customer experience. Until this conference, I never understood why when I call into a call center, I have to repeat information more than once. After telling the automated system my “life story,” I often have to repeat the same information to the customer service representative.

Why? Because the systems do not talk to each other. It is annoying, wasteful, and time-consuming for both the customer and the company. It degrades the customer experience and hurts loyalty and referrals. These silos also inhibit a company’s ability to properly mine customer data.

There was much discussion around the major trends that are transforming customer communications, including the rise of the cloud; the use of Big Data to target customer communications and messaging, making customer interactions more relevant, creating greater efficiencies, and

having better control of operations; the necessity of information security (it’s the hacker versus the company, every minute of every day); and a renewed focus on achieving real results. Businesses cannot afford to wait, because they need results now—in cost, in customer experience, in operational efficiencies, in customer acquisition, etc.

The need to achieve goals is no surprise, but how do you do that? Companies and project teams must be agile and not be afraid to fail and fix. Solutions must be rapid, repeatable, and scalable, all with the end goal of moving from multi-channel to omni-channel. Some companies have established a center of excellence to transform the customer experience by improving and standardizing forms. Rather than each department learning the intricacies of proper forms design and the accompanying tools,

in-house shared services make a lot of sense. They avoid duplication and lessons learned can be carried to new projects. This approach can help to create standards across the business units (silos); simplify and transform documents, putting them into plain language; and test changes before rolling them out.

Where do we go from here? Create the omni-channel experience for your customer, clearly and concisely. Don’t be afraid to make mistakes, and don’t try to boil the ocean. Take on manageable, scalable projects, which deliver results that improve the customer experience, build customer loyalty, grow sales, and increase profitability. O

Richard Rosen is the chief executive officer of The RH Rosen Group. Contact him at RichR@RHRosenGroup.com.

Don’t miss DSF ’17 on May 1-3, 2017 in Downtown Chicago at the Marriott Chicago Magnificent Mile. Visit DOCUMENTstrategyForum.com.

DOCUMENTmedia.com summer.2016

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WANT TO ENHANCE YOUR CUSTOMER EXPERIENCE?

By Jon Picoult

Focus on the write stuff

F

aced with maturing markets and increased competition, many companies are seeking to differentiate themselves by enhancing their customer experience, but those efforts might be misguided. That’s not because customer experience is a poor source of competitive differentiation (to the contrary, it appears to be a compelling driver of shareholder value). Rather, it’s because companies tend to overlook key components of the experience—elements that may appear mundane but actually exert a meaningful influence on customer perceptions.

Part of the problem is that executives are easily enamored by customer experience improvement tactics that are buzzworthy: big data predictive analytics, artificially intelligent chatbots, transformational customer relationship management (CRM), or

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mobile-friendly digital engagement, just to name a few examples. Less “glamorous” initiatives—such as billing statement redesigns, correspondence rewrites, or sales proposal reformatting—struggle to garner much attention. That’s an issue, because these static documents often represent one of the most frequent and prominent touchpoints that companies have with their customers.

Many businesses, however, view such documents as mere administrative communications. From the customer’s perspective, though, these documents are the experience—or, at least, a significant part of it. A classic example of this dynamic comes from the “explanation of benefits (EOB)” statements sent out by health insurers. Every time an insured receives medical care, an EOB is triggered.

In theory, EOBs are meant to explain what

a practitioner charged, what insurance covered (and didn’t cover), how much the insured is responsible for paying, and why.

In practice, many EOBs are practically indecipherable (just look at this example, which was recognized by the Center for Plain Language as one of the most confusing customer statements on the planet).

EOBs confound rather than clarify, generating more questions than they answer. They even make IRS tax forms look like the most elegant communication pieces ever devised. EOBs are widely ridiculed and deservedly so.

What’s fascinating, though, is that for most consumers, the EOB is the face of their health insurer. It is, by far, the most frequent touchpoint they have with the company that covers their medical expenses. Yet, few insurers treat it as such and, instead, continue to issue EOBs

Businesses discount the power that the written word has in shaping customer perceptions. that cement health insurers’ position at the bottom of most all customer experience industry rankings.

This is an issue that transcends any one industry. Businesses in virtually all verticals simply discount the power that the written word has in shaping customer perceptions. As a Yale and Stanford study once documented, something as simple as the readability of a font in product marketing materials can drive significant changes in consumer purchase behavior.

Subconsciously, people see a difficultto-read font as a cue that the purchase decision itself is difficult—so they defer making a decision.

Yes, you read that right: Use a clean, readable font in your marketing materials and you’ll start converting more prospects into customers. However, it goes beyond font choice. It’s about overall cognitive fluency in written communications. The way our brains are wired, we prefer things that are easy to think about rather than difficult to think about. When faced with

a printed document, an email, or even a webpage that exacts a high cognitive load, our brains essentially get paralyzed—and just tell us to walk away and not deal with it. That’s hardly a good recipe for engaging prospects or customers.

Conversely, when written information is easy to interpret (meaning it’s clear in visual design, language, and architecture), people are attracted to it. We’re more inclined to trust it (and the company sending it). We’re more likely to view the communications experience as a positive one.

Clarity also means we’re less likely to have questions about the communication, which helps lower operating expenses by reducing stress on a firm’s infrastructure.

Imagine how many unnecessary phone calls companies could preempt if their correspondence, bills, and statements were so clear that they actually obviated the need for customers’ inquiries.

The development of crisp, clear, and cognitively fluent communications should be a central component of any customer

experience improvement strategy. Excelling in this regard enables companies to not just deliver a better brand experience but to do so at a lower cost. While these communication projects might appear mundane, monotonous, perhaps even boring, don’t be misled. They are an extremely practical and effective means of differentiating what may be one of the most common touchpoints you have with your customers.

With every letter, email, or document, companies have a chance to either enhance customer loyalty or erode it. Don’t squander this opportunity to shape your organization’s brand experience: capitalize on it by focusing on the “write stuff.” O

Jon Picoult is Founder and Principal of Watermark Consulting, a customer experience advisory firm that helps companies impress their customers and build brand loyalty. Contact him at www.watermarkconsult.net or follow him on Twitter @JonPicoult.

DOCUMENTmedia.com summer.2016

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Meet the Providers

inside 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37

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ÂŽ

ActivePDF delivers a comprehensive suite of PDF tools to enable companies to dynamically generate and manipulate PDF files from within server-based Enterprise Content Management (ECM), Document Management and Workflow applications. The ActivePDF product suite is designed to streamline the process to render and assemble unstructured content into secure PDF documents.

ActivePDF serves organizations from numerous industries, including Financial, Healthcare, Manufacturing, Utilities, Engineering, Legal and Government. The company has a substantial market presence of over 23,000 customers and distribution of more than 300,000 server licenses within 90 countries.

H O T

COMPANIES

2016

As businesses move farther away from traditional paper-and-ink to a complete digital environment, management of their content requires more streamlining and integration with external systems. ActivePDF’s tools enable almost any business to enhance and facilitate their document workflow automation.

What makes ActivePDF products really stand out from the crowd is their commitment to performance, fidelity, reliability and ease of use. The tools are designed from the ground up, supporting enterprise operations with features such as: } } } } } } } } }

High-volume PDF functionality Centralizing and simplifying licensing Easy retrieval and archiving Batch file processing and automation Tracking documents and their status Compliancy within industry standards Security of sensitive digital documents Communication between businesses, employees and clients And more

Customizable PDF functionality in enterprise applications is a core component to deliver, share and manage content anytime, anywhere and with anyone. ActivePDF technology is the key for almost any enterprise businesses to achieve this delivery platform in a highvolume, low-cost and reliable manner.

CONTACT INFO: COMPANY: ActivePDF.com

PHONE:

866.468.6733

WEBSITE:

www.ActivePDF.com

EMAIL:

Sales@ActivePDF.com

Regardless of how much technology evolves, implementation of a successful content management strategy will continue to be a cornerstone of the enterprise. ActivePDF can make that goal a reality with smart tools that digitalize workflow and speed towards a complete digital transformation.

Bell and Howell has reinvented itself numerous times since its founding in 1907. From movie projectors, high-speed mail equipment to modern software solutions, the company has been successful developing relevant technologies throughout the decades.

Today, Bell and Howell is driving the future of mail, commerce and digital communications though a host of solutions aimed at enriching the customer experience and helping the world’s largest finance, industry and public sector enterprises communicate and — more importantly — retain their customers.

Bell and Howell believes that to effectively manage communication across a host of delivery platforms, you must address the issue at an enterprise level. Our Enterprise Communication Management (ECM) solution centralizes the creation and distribution of customer communications to accelerate the migration to digital alternatives, reduce cost, increase visibility and improve business agility.

ECM is part of the IQ Software Suite, which is a next-generation management and analysis solution that provides dashboarding and automation for workflow visibility and dynamic formatting. IQ offers best-of-breed technology to trigger, track and trace the entire communication process while providing real-time visibility to transactions, jobs and client-level information.

Mike Lambert, vice president of the enterprise solutions group, says, “Today’s companies are challenged with managing hundreds of applications, have reduced staff and budgets, and need to accommodate an ever-growing number of communication channels. This makes implementing global change nearly impossible. By centralizing the distribution process, companies can rapidly convert legacy applications to take advantage of more modern and cost-effective distribution alternatives.”

The result is a centralized service much like asset and content management that provides a single point of control for all outbound communications while significantly reducing the time and cost for changes such as adding personalized content or migrating to digital alternatives. Most importantly, this solution provides improved business agility and supports organizational customer-retention efforts.

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COMPANIES

2016

Headquartered in North Carolina, with offices around the world, Bell and Howell is a trusted partner to thousands of organizations with the industry knowledge and subject matter expertise to help your organization implement a global communication strategy.

For additional information, visit BellHowell.net, follow @bellandhowell on Twitter or visit the company’s LinkedIn page at https://www.linkedin.com/company/bell-and-howell-llc.

EXECUTIVE PROFILE

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Mike Lambert is the Vice President and General Manager of the Enterprise Solutions Group at Bell and Howell and is responsible for the development of all software solutions including: Factory Intelligence, Enterprise Communication Management, Machine and Device Control Solutions, Vision Technology, ePresentment and Mobile Delivery Services, as well as Document Design, Professional and Consulting Services. Mike is an industry leader, and has held multiple positions during his 30 plus year career including operations, application development, enterprise architecture to running a successful software business and now driving change for one of the leading providers in our industry. Mike’s diverse experience has provided him a unique approach to solving business issues and an exceptional ability to link business value to technology.

CONTACT INFO: COMPANY:

Bell and Howell, LLC

PHONE:

800.792.4782

WEBSITE: BellHowell.net

H O T

All too often, leaders find themselves tasked with multiple initiatives to cut costs, while still improving efficiency and the customer experience. They end up juggling a host of vendors then struggle to coordinate digital and print operations. BFC brings all of these services under one roof, creating efficiencies and streamlining your communication processes.

BFC is a full-service provider of digital and print communications, leveraging our technology in order to bring smart, comprehensive solutions to customers. With 40 years of print experience, we have continued to adjust and change our tools and processes to meet client’s needs, with an emphasis on nimble, responsive care. We execute communication strategies to help businesses gain automation, deliver efficiency and drive results across a wide range of industries. Our solutions ensure that all communications, operational or marketing, are made as streamlined, secure and accurate as possible.

While our innovative technology platforms help us serve the evolving needs of our clients, we’ve never forgotten our roots. Printing has a long and proud history at BFC, and we honor it by maintaining a reputation of unshakeable reliability and consultative customer service. With services such as commercial and data-driven digital print, on-line ordering, kitting and fulfillment, BFC provides an end-to-end solution for all of your print and fulfillment needs. Combining all facets of the production process inhouse from the receipt of your data to communication delivery maximizes operational efficiencies and provides you with one accountable partner for every piece of the process. Our integrated approach combines our technical solutions, excellent service, and the best equipment available.

BFC takes a tailored approach when working with each customer, using what we have learned during the discovery process and our experience to implement successful solutions. We pride ourselves on listening and understanding the full scope of your business’s needs. There’s no canned methodology or one-size-fits-all solution. Our full array of in-house solutions is cohesive and flexible, all dependent on what you need.

We manage everything internally ensuring that your communications are up to your standards — without exception.

EXECUTIVE PROFILE

BFC President Joe Novak has been a part of the family business since 1987 and has led BFC for the past 29 years, providing personal and attentive service to its loyal customers.

BFC’s roots are in printing and it’s technology solutions have blossomed over the past 15 years in response to customer’s needs to automate the creation and delivery of their member’s print communications. Joe is emphatic about partnering with customers. “Everything starts with the customer. We may not be the biggest but we are wholly committed to excellent service and support. At BFC, we really get it, and what we implement works. We have had the great pleasure of helping companies solve their communication problems while building great relationships along the way. That’s a tradition we intend to uphold, now and forever.”

COMPANIES

2016

CONTACT INFO: COMPANY: BFC

PHONE:

630.454.3039

WEBSITE: bfcprint.com

EMAIL:

lnelson@bfcprint.com

Our Approach Is Simple! From a single integrated servicing platform, deliver all the critical technologies necessary to transform and digitize the Customer Communications Management (CCM) processes of large enterprises to support both print and digital servicing. From system and on-demand documents to emails and SMS messaging, customer servicing satisfaction is all about clear, compliant and relevant information across all communication events and servicing options.

Our Technology Is Not! What differentiates CEDAR, is the platform integration of 12 key technologies required to support the automation of enterprise CCM and Digital Servicing. Using proprietary and best-in-class third party systems a CEDAR solution leverages enterprise data and content through “thin client” tools to allow non-technical stakeholders to manage the end to end process of your CCM and Servicing activity. Our rules engine approach to output management and governance will enhance the value of each communication event and the efficiency by which it’s produced.

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COMPANIES

2016

CONTACT INFO: COMPANY:

CEDAR Document Technologies, Inc.

PHONE:

770.395.5060

WEBSITE:

www.cedardoc.com

EMAIL:

sales@cedardoc.com

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H O T

COMPANIES

2016 If you are looking for a way to solve the most vexing technology challenges, I have great news for you.

You would be hard pressed to find a hotter company than Compart North America. Many of our customers are organizations that finally grew tired of our competitors and came to us to solve their issues. Whether it is converting AFP to PDF/UA or HTML5 or creating a customer engagement hub for multi-channel delivery or just routing the workflow through Delta, our compare tool, or our Queue Processor to drive their shiny new inkjet printers, American customers are discovering what most of Europe has long understood: Compart is powerful, reliable and innovative.

Follow Compart on Twitter, LinkedIn and Facebook or go directly to www.compart.com to discover lively, well-written content on the issues that keep you up at night: like, “How can I harness advanced technology to communicate with customers more effectively and efficiently.” We’ll keep you informed about the latest developments in Germany, the Nordics and France regarding Industry 4.0, the Internet of Things, and customer experience projects via every conceivable channel.

CONTACT INFO: COMPANY:

Come see us at Graph Expo (booth 2073) in September and our own industry leading conference, Comparting, in November. You will see what our developers have cooking in the lab and what our professional services team has been creating with our toolkits and our software solutions, including “in the cloud” products that deliver tremendous value with less fuss at the lowest possible price.

Compart

Get to know Compart in comfort at Graph Expo by relaxing on one of our over-stuffed sofas and enjoy a soothing foot massage. There is no hard sell, just interesting conversation and relaxation. We can solve any issue with document and content output with our unique Docponent approach to omnichannel delivery. You’ll see for yourself why so many companies are leaving our competitors to join our growing list of raving fans.

EMAIL:

PHONE:

860.799.5612

WEBSITE:

www.compart.com info@nar.compart.com

H O T

COMPANIES Customer communications simplified.

NO ASSEMBLY REQUIRED. RESULTS INCLUDED.

2016

Empowering businesses to orchestrate, change, and govern customer communications, removing the cost and long timelines of technology projects.

REAL SOLUTIONS The DataOceans Oceanus platform is an integrated comprehensive solution that unlocks data from disparate legacy applications to create and deliver compelling interactive communications such as bills, statements, notices, marketing pieces, and alerts across multiple distribution channels.

Because getting initiative funding is not simple, DataOceans works with its clients to minimize the initial CAPEX investment required, and the Oceanus platform can be deployed in a hosted model in as little as 3-6 months. DataOceans unique all-inclusive per-customer pricing model is typically less than the current cost of statement inserts, virtually guaranteeing communications ROI. REAL RESULTS With the DataOceans Oceanus platform, enterprises can deliver real results by leveraging its fully integrated, configurable CCM platform. } Reallocate OpEx funding for inserts to enable a rich omni-channel communications experience for customers } Guarantee results with discounted pricing until communications goals are achieved } Drive revenue growth & lower DSO with a personalized customer journey } Lower costs with enhanced digital engagement, accelerated print suppression, and reduced call volumes } Rapidly respond to changing regulations, business strategies and customer expectations without long IT project timelines

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CONTACT INFO: COMPANY: DataOceans

PHONE:

678.387.6300

WEBSITE:

www.dataoceans.com

EMAIL:

info@dataoceans.com

The Challenge In today’s business environment where customers are bombarded with messages across all mediums it is important to deliver the right message to the right audience and where they prefer to receive it. It’s all about customer preferences. Customer communications at the center of every touch point can make or break the customer experience. So you need a communication provider who understands this and can help you build communications relevant to each customer and execute with the delivery in a timely and cost-effective manner.

The Solution DMM, Inc. has over thirty-three years of experience as a transactional communications provider specializing in delivering messages into the customers’ hands through a variety of delivery mechanisms. We assist clients in developing innovative solutions to execute their business critical communications targeting the right message, at the right time, to the right audience — building stronger customer relationships that increase lifetime customer value.

H O T

COMPANIES

2016

Industries Served DMM provides customer communication management to a number of fortune 100 clients in the following industries: banking and other financial institutions, insurance, pharmaceutical, health care, retail, telecom, education, and communications.

DMM’s Communication Solutions Include: } Document Design & Composition } Statement & Invoice Rendering } Transactional Print & Mail } Customer Communication Management } EBPP - Electronic Bill Presentment and Payment } Proprietary online and e-Delivery solutions: MyDMM & DDE Dedicated Service Fueled by Leading Edge Technology Client Centric Service Model: Dedicated experienced account teams, proprietary user portals and mutually defined SLA’s are how we manage end to end execution and quality assurance.

CONTACT INFO: COMPANY: DMM, Inc.

PHONE:

207.730.7005

WEBSITE:

www.thinkdmm.com

Compliance and Disaster Recovery DMM has SOC 1 Type 2, ISO 27001 and is also HIPAA compliant. In addition, we are a G7 Master Printer and offer CASS certified onsite postal verification. We operate 2 completely redundant facilities with built in BC/DR between locations in Scarborough, ME and North Wales, PA. For more information visit us at www.thinkdmm.com.

EMAIL:

mcloutier@thinkdmm.com

H O T

Document Design and Generation DocOrigin is an innovative and intuitive software solution for designing and generating dynamic business documents. Whether you need to produce large volumes of invoices or statements, or a single customer letter, DocOrigin handles your business-critical requirements quickly, easily, and affordably. What’s more, DocOrigin allows companies to leverage the data generated by older legacy systems, modern enterprise and customer management systems, and other line-of-business applications to create and generate affordable high-value documents. With DocOrigin, you save money, build value and increase your return on investment.

COMPANIES

2016

Migrate to DocOrigin Do you need to replace end-of-life document generation systems? DocOrigin was developed by the people who originally created the JetForm/Adobe Central products. As a result, migrating to DocOrigin is a breeze.. DocWizard provides extensive features for Rapid Forms Migration to auto convert forms from Adobe, BI Publisher, Create!Form, DocPath, FormScape, Optio and other legacy form solutions.

High Value Customer Communications You can make more money and improve your relationship with your customers by using routine transactional documents to cross-sell and boost brand loyalty. Use DocOrigin to transform your routine customer correspondence into vital marketing and communication tools that are targeted, personalized and engaging.

High Performance Output When it comes to printing, DocOrigin is fast, flexible, and functional. Custom drivers produce PCL, Postscript, PDF and HTML at optimal speed and efficiency. Drive highspeed ink jet printers and cut sheet lasers with a single solution. Mission-critical output where you want it and when you want it.

Automated Batch Conversion Our automated batch conversion tools streamline the conversion of legacy forms and documents – minimizing downtime and conversion risks – while our expert consultants ensure that everything transitions smoothly ADVANTAGES Enterprise Reliability Make the Most of Your Assets

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Leverage Existing Investments Meet Compliance Requirements

Improve Response Boost Brand Loyalty

CONTACT INFO: COMPANY:

Eclipse Corporation

PHONE:

678.408.1245

WEBSITE:

www.EclipseCorp.US

EMAIL:

info@EclipseCorp.US

H O T

New age digital savvy customers expect instant gratification, exceptional customer experience and do not hesitate to switch loyalties for better services and experience. Even a single instance of negative customer experience can prove fatal to the business, and this can happen across any of the multiple communication channels (print, web, mobile or social media).

COMPANIES

Espire has deep capabilities in this exciting domain of customer experience. We are a global technology company empowering businesses with innovative digital experience solutions, through the combined power of Multi-Channel Customer Communication Management (MCCCM) and Digital Content Management (DCM). It has extensive experience in developing and integrating enterprise applications such as CRM and Customer Analytics.

2016

Espire’s Multi-Channel Customer Communication Management (MCCCM) solutions enable businesses to reinvent delivery of high volume on-demand, interactive, personalized and transactional customer communications.

Espire’s Core MCCCM Solutions } Strategy & Roadmap: Assessment of current MCCCM strategy, technology and future roadmap } Solution Development: Application development for document composition and output management with social and mobile integration } Migration: One document composition tool to another } Version Upgrades: MCCCM Applications from one version to another } Modernization: Enhancing current applications for interactive functionality and better user experience } Managed Services: L1, L2, L3 managed support, on-demand services and change management requests } Quality Assessment & Testing: Output, comparison testing and automated testing using leading industry tools Espire’s expertise extends to a wide range of Tools & Technologies:

CONTACT INFO: COMPANY: Espire Infolabs

PHONE:

404.513.1210

WEBSITE: www.espire.com

EMAIL: Espire Infolabs is an SEI CMMI Level 5 Ver 1.3 (Dev + SVC) global technology company, with ISO 27001:2013 & ISO 9001:2008 Certifications, and is ITIL & ISO 20000 Compliant. Espire Infolabs has offices in USA, Canada, UK, Australia, Singapore, New Zealand and Development Centers in India.

Disclaimer: All logos of products and companies mentioned herein are the property of their respective owners.

enquiries@espire.com

Welcome to the future of customer communications. At GMC Software, we help companies around the world navigate the transition to digital, and engage meaningfully with their customers across the entire customer journey. Customer communications management (CCM) is our core focus and our passion – it’s what we do. We provide future-proof solutions that adapt to rapidly changing market needs.

A leader in customer communications, GMC Software supports thousands of clients and partners in banking, insurance, healthcare and service providers around the world.

GMC Software continues to bring unprecedented innovation to the customer communications market. Powered by the largest R&D team in the industry, GMC Software features the fastest software release rates in the industry, resulting in industry acclaim, including being rated a leader by both Forrester and Gartner.

GMC Software helps companies communicate with their customers, and empowers organizations to create stronger engagements with timely and relevant communications. A Neopost Digital Company, GMC Software provides the means for business users to develop contextual, highly individualized communications across all channels that span the entire customer journey.

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COMPANIES

EXECUTIVE PROFILE

In 2016, more and more C-level and VP-level executives are looking at their business with a new perspective—one that is focused around the customer experience (CX). These executives have recast roles, such as Chief Customer Officer, Chief Digital Officer and Chief Experience Officer. They may be supported by CX professionals at the vice president level.

There might also be CX teams or centers of excellence that organize around CX. Together, these groups are using new terms to describe how the infrastructure, communications and documents that your organization produces play an integral role in the overall customer experience.

To gain a better understanding of CX and its role in your organization, a great place to start is with customer journey mapping. Recently, at Document Strategy Forum, I conducted a session on “The Customer Experience Journey,” where we explored the tools of customer experience and looked closely at a basic customer journey, discussed how documents fit in, mapped the dependent systems and gained an understanding of the influence our work has on our customers and employees. I look forward to helping you further your customer journey discovery. Please reach out to me for more information on how GMC Software can help.

2016

CONTACT INFO: COMPANY: GMC Software

PHONE:

800.250.1850

WEBSITE:

www2.gmc.net/forrester-wave-ccm

EMAIL:

info@gmc.net

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H O T

COMPANIES These are just a few of the headaches associated with poor customer experience. With the right customer communications management (CCM) solution, you can overcome all of these and more while delivering consistent customer communications for digital and print channels.

2016

HP Exstream is a leading CCM software solution that allows business and marketing users to create communications that connect your business to your customers. Designed for companies that thrive on customer relationships, HP Exstream helps companies of all sizes optimize customer touch points through the design and delivery of personalized, consistent, compliant, anytime, anywhere communications — for a better customer experience across all channels.

Create happy customers by reaching them where, how and when they want — through their favorite channels, including print, email, the web, and SMS texts — and in the language they prefer. HP Exstream helps you offer a high-value, personal experience at every point of contact to set your company apart so you can build stronger customer loyalty with welltargeted, personalized messages that show you understand and value them.

Your customers will always know it’s you because you can design, develop, and approve content once and deliver it anywhere — ensuring brand consistency and a uniform look and feel across all digital and print channels.

There is no need for multiple solutions to create your letters, invoices, statements, policies and because HP Exstream can do all that and more. Maintain regulatory compliance more easily with settings that let you automatically include mandatory communications content, including terms and conditions, updates, and notices.

Find out why more than 1000 companies around the world use HP Exstream. Get your free copy of the 2015 Gartner Magic Quadrant report for CCM and see why HP Exstream is the right choice for you.

CONTACT INFO: COMPANY: HP Exstream

PHONE:

859.492.6211

WEBSITE:

hpexstream.com

EMAIL:

exstream.info@hp.com

H O T

One Company – One Voice ISIS Papyrus Software offers integrated enterprise software solutions for personalized customer communications and business process optimization in banking/finance, insurance, utilities/energy, telecom, healthcare and the public sector.

A common platform seamlessly supports high-volume, on-demand and interactive document applications to centrally manage, administer and deploy document resources, data and definitions for all types of business documents and users. Consolidating inbound and outbound communications with processes linked to enterprise systems, the Papyrus Platform enables your organization to interact with customers as a unified entity.

COMPANIES

2016

Business teams are empowered to create their own templates and mailings The Papyrus Correspondence Solution enables Business administrative users to assemble and make changes to the document content and template, uploading images and managing standard text paragraphs used across online/batch, interactive/ad-hoc, mobile and Web communications.

Omnichannel document solutions for the online channel Today’s Papyrus Business Communications and Process Platform is designed to address omnichannel, two-way communications for a full-circle customer experience, with innovations including: } Process-driven document wizard for Web or mobile users } Digital collaboration with business data integration } Personalized multimedia offers, correspondence and documents } Device-responsive document design } Intelligent document capture and processing } Case management and standards integration for the insurance industry These advances are possible because of a strength unique to Papyrus: the native capability to design document components independently of the channel through which the collaboration takes place, while addressing each channel with the optimal content at time of delivery – adhering to corporate design, look and feel – based on customer channel preference.

CONTACT INFO: COMPANY:

ISIS Papyrus Software

PHONE:

817. 416.2345

WEBSITE:

www.isis-papyrus.com

EMAIL:

info@isis-papyrus.com

Visit the ISIS Papyrus Web site for more updates, videos and expert feedback on our solutions to help improve your company’s customer experience!

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Enhancing the customer experience We are living in the Age of the Customer. Technology has handed the consumer more power in setting the rules of customer engagement than ever before. Customers demand simplicity, ease of use and access to information and services anywhere, anytime and through any channel.

Smart customer engagement requires organizations to be adept at mastering the customer experience by effectively managing their preferences.

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COMPANIES

2016

Level One can help. Founded in 2004, we were among the first document management solution providers to offer hosted document composition services. Today, Level One offers end-to-end omni-channel customer communication and payment solutions that empower businesses across all industries. Our management team has more than 80 years combined experience delivering business process outsourcing solutions that deliver positive outcomes for our clients.

Level One’s solutions are flexible, easy to implement and scale to meet customer demand in a rapidly evolving marketplace.

You engage the precise blend of services and functionality delivered by Level One that are best for your operation, leveraging our capabilities with those you prefer to retain inhouse. From narrowly defined tasks to fully outsourced programs, Level One will power up all phases of your billing, payment and customer communications process.

OneVIEW® Suite is a single cloud-based CCM platform that provides command, control and visibility over the customer engagement process. The OneVIEW® platform is configurable to closely align with the fundamental business needs of each client. OneVIEW® offers both customer and client facing interfaces that offer robust functionality and ease of use. The OneVIEW® platform focuses on five key areas of customer engagement: Quality assurance, Content management, Multi-channel document creation and delivery, Customer preference management and Analytics/Reporting. Everything you need—ALL in one place.

Level One delivers the right blend of marketing and operational tools that help organizations optimize financial results, enhance the effectiveness of billing and communications and accelerate payments and increase customer satisfaction. With the ability to engage customers based on their own preferences OneVIEW® empowers businesses to better connect with their customers.

Power up your billing and payment strategies with scalable omni-channel communication solutions you won’t outgrow.

CONTACT INFO: COMPANY: Level One

PHONE:

610.229.9200

WEBSITE:

GoLevelOne.com

EMAIL:

info@GoLevelOne.com

H O T

COMPANIES

ÂŽ

2016

1. Integration With Your Business Applications - We provide an open integration to your customer data (relational, transactional, XML) stored in your business applications such as underwriting/claims, CRM, ERP, EMR, billing, and/or other systems.

2. Template Authoring - We provide an authoring tool, built on Microsoft Word with our custom-built components that enables your template authoring process to be easy, efficient and secure. To make changes to document templates, you simply check the template out from our secure content library, make changes and simply check it back into the content library.

3. Document Generation - We provide you with a choice of methods you employ to create personalized customer documents: high volume production runs (Batch), one to one customer service (Interactive) and/or customer self-service (OnDemand). We have built in easy-to-use automated business processes so you can apply business rules to the template design in order to dynamically include customer data, reusable images, paragraphs and prompts into your personalized customer documents such as letters, correspondence, policies, agreements, statements and EOBs.

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CONTACT INFO: COMPANY: Napersoft

PHONE:

4. Document Archival - We provide an out-of-box full-function document archive for the automatic storage and management of all of your distributed customer documents, making it easy to also search, view and redistribute customer documents for one to one customer service and/or customer self-service 24/7.

630.420.1515

5. Multi-Channel Document Distribution - Our multi-channel distribution engine enables you to distribute documents based on your customer’s individual preferences - print, e-mail, fax, text messages, mobile and/or the Web.

info@napersoft.com

summer.2016 DOCUMENTmedia.com

WEBSITE:

www.napersoft.com

EMAIL:

Neopost USA provides hardware and software to mailers and shippers of all sizes. Neopostbrand solutions enable businesses to send and receive physical mail, digital documents and traceable packages. More importantly, Neopost solutions help customers connect with their customers by establishing individualized, one-to-one business relationships.

Founded in 1924, Neopost has grown to become a leading provider of mailing and shipping solutions as well as digital communications management. Its fastest growing product segments improve business-critical processes that occur outside of the traditional mail center.

Meet Your Business Objectives with a Comprehensive Solution Neopost USA is best known for physical mail expertise and its extensive range of mail center equipment. Today, the company has transformed into a major player in digital communications management and shipping automation. Neopost USA’s software solutions provide businesses the ability to maintain high quality customer contact data, deploy electronic document delivery and apply cost-saving, enterprise-wide shipping controls. Together, Neopost USA’s comprehensive portfolio of hardware and software solutions help organizations increase operational efficiency, enhance process integrity and deliver a superior customer experience.

H O T

COMPANIES

2016

Manage Customer Communications Through a Single Platform Neopost USA offers OMS-500, a single platform that effectively manages customer communications without changing a customer’s existing business applications such as enterprise resource planning (ERP), customer relationship management (CRM) or accounting platforms.

This unique offering is a multi-channel output management solution that runs on the highest performing platform in the industry. It provides organizations with the ability to automate the manual document preparation processes while validating customer contact data. It also adds integrity to the mail assembly process by securing each communication piece with intelligent optical marks to ensure critical communications reach the intended recipients.

Evolve to Digital Communications The digital revolution has rapidly transformed the way organizations communicate with their customers and manage information. Managing multiple communication channels based on the preference of their customers is a major challenge for many businesses.

Neopost USA has taken multi-channel delivery and made it a reality by integrating OMS500 with its cloud-based ConnectSuite e-Delivery solution. Together, these solutions help businesses easily evolve to digital communication and manage recipient preference without user intervention.

CONTACT INFO: COMPANY: Neopost USA

PHONE:

1.800.NEOPOST 1.800.636.7678

WEBSITE:

www.neopostusa.com

EMAIL:

neomkt@neopost.com

H O T

Your goals are clear- Create customer communications that are personal, relevant, and consistent. Ensure they reflect the latest information and are compliant. Convey the breadth of your relationship. Deliver them on time, and in the channel of their choice.

Make them actionable. And, make them cost effective.

We can all agree on the goals, but these can present significant challenges for large, complex organizations. Legacy data systems, integration issues, IT cost and responsiveness, the plethora of technology choices, keeping versions current, and resource constraints…just to name a few.

For over 28 years, NEPS has helped industry leading clients overcome these challenges and achieve their goals. Our award winning platform, NSite, powers many of the world’s leading organizations. We have particular expertise in the insurance, financial and healthcare markets, and thrive in data intensive, complex situations.

We believe you will find NEPS to be wholly unique, with a refreshing perspective that will resonate with your own. In short, we believe in: The best technology for the job. Rather than “one size fits all”, NEPS offers an everexpanding platform with an entire suite of leading technology tools. This allows you to match the right tool to each application for maximum efficiency.

Power to the people. Business rules typically reside within composition engines. Changes to those rules (market response, compliance, branding, etc.) require IT resources, which can result in lengthy and costly turnarounds. Our NSite platform separates these business rules from the composition engines, allowing your business users to make their changes, proof, and approve- all in real time. This encompasses transactional, interactive and marketing communications, in both batch and on-demand mode.

COMPANIES

2016

Flexibility. NSite can be accessed in a secure hosted model, or deployed behind your firewall. In either case, we advocate leveraging the technology to the greatest extent possible and will never charge a “per transaction” fee.

Output Agnostic. The decision to insource or to outsource is yours- we integrate our platform accordingly. And, we will deliver your documents in the channel of your customer’s choosing, whether electronic, physical, or both.

Your goals are waiting. Let’s start a discussion. Call us today!

Denise Miano, EDP, is President and Co-Founder of NEPS. A major influence in the customer communication industry throughout her career, Denise was presented in 2015 with the prestigious Brian Platte Lifetime Achievement Award from Xplor. She has been a featured speaker at past industry forums such as On Demand, Xplor, AIIM, and the Financial Communications Forum. Denise has authored numerous articles for industry publications, including Print on Demand Business, Insurance and Technology, National Underwriter, and 3X/400 Systems.

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Denise founded NEPS on the principle of empowering clients to harness the power of their data, and to deliver communications that are relevant, timely, compliant and effective.

Earning the trust of her clients through systems expertise, state-of-the-art technology and flawless delivery are the legacy principles of her career.

CONTACT INFO: COMPANY: NEPS

PHONE:

603.314.5630

WEBSITE: www.neps.com

EMAIL:

info@neps.com

Paloma Print Products offers true end-to-end document quality assurance solutions.

Paloma’s flagship solution - Print Perfect - automates labor-intensive, costly, and errorprone manual document QA processes. Print Perfect compares documents digitally, in a fraction of the time required by manual processes. Print Perfect can cut document testing time/cost by up to 75% while allowing document applications to be tested more thoroughly, reducing risk for companies that present sensitive customer information in their documents.

Print Perfect consists of two primary software modules – STREAMdiff and Switch.

STREAMdiff is print stream comparison software which quickly, objectively, and accurately compares AFP, Xerox© Metacode, Postscript, PDF, PCL, and ASCII text files. Because STREAMdiff compares the underlying print file constructs/commands as well as the pixel-level document layout, it can compare print files generated by different CCM packages, or compare one print file type to another. For example, STREAMdiff can compare Xerox© Metacode files generated by Oracle© Documerge to PDF files generated

by HP Exstream©.

Switch is document QA workflow automation software for designing and implementing automated document quality/testing processes. From launching high-volume batch print comparisons to email notification upon completion of comparison jobs to the creation of a time- and date-stamped testing audit trail, Switch ensures the most efficient document quality assurance processes by minimizing the need for manual intervention.

Paloma’s second document QA solution, ADEPT Suite, scans nightly production print files for branding mistakes or inappropriate language. For example, if a company produces documents for multiple company brands/subsidiaries, ADEPT Suite scans “Subsidiary A’s” production print files to ensure that “Subsidiary B’s” name, website address, etc., have not been accidentally placed on “Subsidiary A’s” documents. Paloma’s clients also scan their documents for profanity or other inappropriate language. When errors are encountered, a report is generated showing all pages containing mistakes so these documents can be pulled from the nightly print run and corrected. ADEPT Suite provides our clients another fully automated quality checkpoint for their customer documents.

H O T

COMPANIES

2016

Whether you print your own documents or for other companies, Paloma’s document QA solutions will save you time and money while ensuring you produce the highest quality documents.

Joe Pigeon is President, as well as a founding member, of Paloma Print Products. With more than 24 years of experience in the document creation industry, and a diverse background in sales, marketing, and product management, Joe has been instrumental in establishing Paloma’s current leadership position in document quality assurance automation.

EXECUTIVE PROFILE

By focusing on more than solely the development of a print stream comparison tool, Joe has helped Paloma assemble the only end-to-end document quality assurance solutions, which is a key competitive advantage for Paloma’s clients. In addition, Paloma’s keen focus on providing unparalleled client training and ongoing support ensures our clients maximize the return on their investment in our solutions.

CONTACT INFO: COMPANY:

Paloma Print Products

PHONE:

262.618.4125

WEBSITE:

palomaprintproducts.com

EMAIL:

sales@palomaprintproducts.com

H O T

COMPANIES

2016 We create best-in-class artificial intelligence software that streamlines access to your data with unequaled precision. Any document. Any data. Any source.

Parascript automates the classification and extraction of meaningful, contextual data from image and document-based information to support transactions, information governance, fraud prevention, and business processes. Parascript software processes any document with any data from any source with its easy-to-use, image-based analysis, classification, data location, and extraction technology.

More than 100 billion documents for financial institutions, government organizations, and the healthcare and life sciences industry are analyzed annually by Parascript software. Parascript offers its technology both as software products and as software-enabled services to our partners. Our BPO, service provider, OEM and value-added reseller network partners leverage, integrate and distribute Parascript software in the United States and across the world.

Transactional Data Extraction Parascript transactional data extraction solutions enable straight through processing (STP) to speed payments and other transactions. Parascript technology drives the elimination of manual data entry and addresses document processing challenges that occur due to variability in location of data, content sensitivity, time sensitivity, and downstream errors leading to higher efficiency and significant cost reductions.

CONTACT INFO: COMPANY: Parascript

PHONE:

888.225.0169

WEBSITE:

www.parascript.com

Parascript software supports high volume, advanced document processing of invoices, receipts, remittances, checks, or any other type of transactional documents in a single stream. Parascript software auto-classifies documents and locates, extracts, and scores all key data fields for faster time-to-cash, as well as increased productivity, accuracy, and savings over manual keying costs.

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EMAIL:

info@parascript.com

H O T

COMPANIES Top Down Systems — or Topdown®, for short — provides customer communications management (CCM) solutions to organizations committed to delivering exceptional customer experiences. Institutions of all sizes trust Topdown’s software to generate personalized and contextual communications during high-value customer journeys such as onboarding a new customer, processing a claim, or resolving a complaint. The company’s real-time, on-demand, and batch solutions have been securely and reliably producing correspondence, ID cards, enrollment kits, and other types of customer communications for over 35 years.

2016

Topdown’s CCM solutions: } Empower business users to manage the entire CCM environment } Integrate with front-line business applications (e.g., CRM, claims systems, etc.) } Connect to multiple internal and external sources to extract and transform data } Separate reusable content from templates, communications, and channels } Simplify picking, personalizing, and previewing communications } Deliver engaging content to mobile, web, and print channels CLIENT LETTER® is the leading on-premise solution for organizations that prefer using Microsoft® Word™ to design engaging content and then using a web browser-based editor to personalize and send customer communications.

INTOUCH® is a 100% cloud solution built using open source software and open standards and designed to share content, data, and processes across organizations for a more consistent customer experience across journeys and touchpoints.

With a CCM solution from Topdown, your customer communications will enhance the experience, improve the satisfaction, and increase the loyalty of your customers...all at the lowest possible cost. Contact Topdown directly to find out how their CCM solutions can deliver the best outcomes for you, your company, and your customers.

CONTACT INFO: COMPANY:

Top Down Systems Corporation

PHONE:

800.361.1211 or 301.417.9660

WEBSITE:

www.topdownsystems.com

EMAIL:

info@topdownsystems.com

Think About It “Basically, document management in organizations is badly carried out because of the collective and individual attitudes toward it.”

— JOAO PENHA-LOPES

“In order to achieve real productivity gains, it is best to consult with workers on the steps they are using in a paper-based workflow.

Evaluate whether going digital will, indeed, improve productivity.”

— WOUTER KOELEWIJN “COMPANIES HAVE VALIDATED RETURNS ON INVESTMENT AS HIGH AS 700% AS A RESULT OF THEIR INVESTMENT IN IT STRATEGIC

“Millennials open the direct mail they receive at the same high rate of 66%. Millennials also reported that, as a group, they last responded to direct mail on average within 2.4 months.”

— NICK ROMANO

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“It’s clear that the customer must be the focal point for your business. Your digital transformation strategy must feed into that.”

— JEROEN HUININK “CONTENT WITHOUT PROCESS GOES NOWHERE, AND LIKEWISE, PROCESS WITHOUT CONTENT—IN WHATEVER FORM THAT MAY BE—SERVES NO PURPOSE. POOR PROCESSES WILL SLOW AND EVEN STALL BUSINESS TRANSACTIONS AND ACTIVITIES.” — BOB LARRIVEE

PLANNING.”

“Messaging applications are used 4.7 times more frequently each day than the combined average of all other mobile applications.”

— MICHAEL Q. CANNON

— ANTOINE HEMON-LAURENS

“A huge roadblock to efficient enterprise planning is the disconnectedness across business functions and the silos it creates.”

— DAVE SMITH

“Information and records management programs can seem daunting and overwhelming. Developing a roadmap helps everyone involved see the journey and where the organization is on that journey.”

— RUSSELL STALTERS