SPECIAL ISSUE
DOCUMENTmedia.com | Hot Companies 2020-21
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X C HOT N O I T U L SO ANIES COMP
PUBLISHER’S NOTE president Chad Griepentrog publisher Ken Waddell managing editor Erin Eagan [ erin@rbpub.com ] contributing editor Amanda Armendariz
SPECIAL ISSUE
WHAT’S HOT???
MENTmedia.com | Hot Companies 2020-21
By Ken Waddell
021 2 0 2 0 2 E TH
X C T O H N O I T U SOCLOMPANIES
I
t’s summer time and that means it’s time to announce the 2020-2021 HOT CX SOLUTION COMPANIES. Each year, we publish this special sponsored-content issue as a quick look at a select group of the movers and shakers of CX solutions. This year, we are promoting nine special companies that each offer a unique solution for your specific customer experience strategy.
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Hot Companies.2020 DOCUMENTmedia.com
Please take a look at each one of these HOT COMPANIES and visit them on Facebook, LinkedIn, Twitter and YouTube… and then give them a call or email them with your questions. Remember that you can always find this information on our website (documentmedia.com) along with archived magazines, webinars and content on many areas to improve your document strategy including customer communications, content management, compliance, forms design, security and more. These are unusual times that we all are facing; however, that shouldn’t stop us from looking at new ideas for improving our business. This should be an opportunity to focus on doing things better and looking for new ways to be more efficient and effective with our business operations, especially with how we communicate and work with our customers and their individual needs. Wishing you all the very best. Take care.
advertising Ken Waddell [ ken.w@rbpub.com ] (m) 608.235.2212 audience development manager Rachel Chapman [ rachel@rbpub.com ] creative director Kelli Cooke
PO BOX 259098 Madison WI 53725-9098 p: 608-241-8777 f: 608-241-8666 email: customerservice@rbpub.com
DOCUMENT Strategy Media (ISSN 1081-4078) is published on a daily basis via its online portal and produces special print editions by Madmen3, PO BOX 259098, Madison, WI 53725-9098. All material in this magazine is copyrighted ©2020 by Madmen3 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, Madmen3, or its staff becomes the property of Madmen3.
HOT CX N O I T U L O S COMPANIES
Ken
608.235.2212 ken.w@rbpub.com
The articles in this magazine represent the views of the authors and not those of Madmen3 or DOCUMENT Strategy Media. Madmen3 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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2020-21 HOT CUSTOMER EXPERIENCE SOLUTION COMPANIES
TABLE OF CONTENTS
07
Crawford Technologies
08
Eclipse Corporation
09
Messagepoint
10
Paloma Print Products
11
Parascript
12
Quadient
13
Racami
14
Smart Communications
15
Transformations
CONTACT INFO: COMPANY:
Crawford Technologies
PHONE:
866.679.0864
WEBSITE:
www.crawfordtech.com
EMAIL:
sales@crawfordtech.com
Crawford Technologies Inc. (CrawfordTech) provides innovative, enterprise level, document and data solutions that streamline and manage document processing in all stages of the document lifecycle. CrawfordTech offers output management, eDelivery, archive management, enterprise content management (ECM), Content Services and document accessibility solutions — all designed to assist organizations on their path to digital enterprises. CrawfordTech is a leader in the customer communication management (CCM) space with deep expertise in print description languages (PDL) and document formatting, delivering solutions that are practical, robust with a positive ROI. Advanced data re-engineering and Post Composition solutions from insertion of barcodes to ensure mailpiece integrity, splitting, merging and grouping of documents for postal processing are just some of the enhancements that can be made. All of these are designed to increase efficiency and allow for better control in operations. CrawfordTech’s document re-engineering solutions work in conjunction with our total output management workflow. PRO Preference Manager connects print and eDelivery options and provides complete control through an intuitive web interface. PRO Conductor dashboards can be extended to customers to monitor their workloads, reducing customer support costs for print centers. Uniquely designed to integrate existing hardware, software and processes, it allows organizations to extend their return on investments already made. A significant challenge facing most output providers is the need to create output that is compliant with accessibility regulations for the blind and vision impaired. CrawfordTech’s AccessibilityNow platform accommodates the need for multiple accessible formats (large print, audio, braille, as well as Accessible PDF and HTML files compatible with screen readers). AccessibilityNow automates as much as possible, reducing the implementation costs. These offerings are available as a SaaS or onsite solutions organizations can outsource as much of the work as they’d like using CrawfordTech’s extensive services offerings. CrawfordTech’s +73 Net Promoter Score (NPS®) is a testament to the quality, timeliness and accuracy of support and professional services. Products and services are offered directly and through a global network of partners.
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CONTACT INFO: COMPANY:
Eclipse Corporation
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, 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 generate affordable high-value documents. With DocOrigin, you save money, build value and increase your return on investment. Migrate to DocOrigin Do you need to replace end-of-life document systems? DocOrigin was developed by the people who created the JetForm/Adobe Central products. So, migrating to DocOrigin is easy. 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 With Business Communications Center™ you can increase revenue and improve customer relationships by using routine transactional documents to cross-sell, up-sell and boost brand loyalty. Use BCC 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 — and has been proven to run rings around its competitors. Custom drivers produce PCL, Postscript, PDF and HTML at optimal speed and efficiency. Drive high-speed ink jet printers and cut sheet lasers with a single solution. 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. About Eclipse Eclipse Corporation is a leading provider of enterprise document design, presentation, generation, automation and customer communication management software. Eclipse and our authorized partners work closely with clients to provide tailored solutions that conform to specific needs at a fair price. Eclipse principles are simple: provide the right solution and get the job done — on time.
PHONE:
678.408.1245
WEBSITE:
www.EclipseCorp.US
EMAIL:
info@EclipseCorp.US
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2020 and the COVID-19 pandemic has led to a fundamental change to how companies communicate with their customers. Communications that are timely, targeted, and aligned with your brand are more important than ever before. With AI-enabled technologies driving change, timing is perfect for companies to make a shift in the way they manage their content. Imagine the power of having an intelligent assistant to help you migrate, optimize, author, and manage your customer communications. An assistant that makes it easy to create consistent, personalized, and relevant customer experiences across all channels and platforms. That’s the power of MARCIE, the Messagepoint Advanced Rationalization and Content Intelligence Engine. MARCIE adds the power of artificial intelligence, machine learning, and natural language processing to Messagepoint and Rationalizer, enabling you to intelligently manage the critical content that is the foundation of your customer communications. Rationalizer enables advanced content migration and optimization by automating the ingestion of your content, enabling you to migrate content libraries from legacy platforms 99% faster and with far less cost than manual services-led approaches. Additionally, Rationalizer’s analysis reveals actionable insights for cleaning up your content, to make it more manageable and eliminate issues relating to brand violations, inappropriate reading comprehension levels, and improper sentiment that negatively impact the customer experience.
CONTACT INFO: COMPANY: Messagepoint
PHONE:
800.492.4103
WEBSITE:
www.messagepoint.com
EMAIL:
info@messagepoint.com
Messagepoint leverages MARCIE as an intelligent assistant for business user authoring to ensure that content is optimized as it is created in the system. The same factors of brand violations, reading comprehension levels, and sentiment are assessed, while also identifying duplicate and similar content which exists in the system. This enables organizations to control the proliferation of content and ensure consistent messaging across channels and communications. What would normally take teams months or even years of manual effort, can now be done in a fraction of the time with greater accuracy and far less cost by harnessing the power of AI. The result is more consistent, timely, and easier to understand communications — ultimately leading to better customer experiences for your valuable customers. Visit www.messagepoint.com to learn more and request a demo.
EXECUTIVE STATEMENT
Steve Biancaniello, CEO of Messagepoint “The world of customer communications has changed dramatically over the last few months, and Messagepoint is here to help marketers and customer experience teams manage the new reality. We believe that providing AI-powered solutions that solve some of the biggest problems companies face around migrating, managing, and optimizing customer communications to enable a better customer experience is a true game-changer.”
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Paloma Print Products offers true end-to-end document quality assurance solutions. Paloma’s flagship solution — Print Perfect — automates labor-intensive, costly, and error-prone manual document QA processes. Print Perfect compares documents digitally, in a fraction of the time required by manual processes, thereby cutting 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 three primary software modules — STREAMdiff, DocDiff, and/ or Switch. STREAMdiff is Paloma’s original print file comparison software which quickly, objectively, and accurately compares AFP, Postscript, PDF, PCL, Xerox© Metacode, and ASCII text files. Because STREAMdiff compares the underlying print file constructs/commands, it provides the user a wealth of information about all document changes, including the exact magnitude of the change. STREAMdiff is used to QA CCM/CXM software upgrades, regulatory and marketing document modifications, barcode changes, non-printed document changes (e.g., paper tray, bin selection, TLE/NOP changes) and more. In 2018, Paloma introduced its next-generation document QA solution, DocDiff. While similar in function to STREAMdiff — in that it is also a print file comparison software engine — DocDiff is typically used for more complex document migration and/or redesign projects. For example, DocDiff is the perfect document QA tool for companies needing to move off older document creation engines (e.g., Adobe InDesign, OpenText xPression) to state-of-the-art CCM/CXM technologies (e.g., Adobe AEM, Quadient Inspire). DocDiff is also a great solution for testing major document redesign projects, especially when document sections are substantially rearranged or use different columnar layouts/formats. Switch is Paloma’s document QA workflow automation software, used to design and implement automated document quality/testing processes utilizing STREAMdiff and DocDiff. From launching high-volume batch print comparisons to email notification upon completion of comparison jobs and 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. 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.
EXECUTIVE STATEMENT
Joe Pigeon, President and Founder Joe Pigeon is President, as well as a founding member, of Paloma Print Products. With more than 25 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. 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:
www.palomaprintproducts.com
EMAIL:
sales@palomaprintproducts.com
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Intelligent Automation: Capturing the Unicorn What does everyone want with Intelligent Capture? Perfection! Intelligent Capture (IC) software is used to capture the information on documents, categorize those documents and pages, extract and finally verify relevant data for further processing using AI technologies. And do it with precision from day one. So, in a perfect world if you were to apply intelligent capture to all your document tasks, you’d automate 100% of your document processes with 100% accuracy and 100% straight through processing (STP). So, why is it that in 2020, organizations with intelligent capture experience very low, if any, STP? The answer is that it’s difficult and costly. To achieve true STP requires a combination of machine learning and data science. Data science principles should always be involved with intelligent capture configurations because the entire value proposition for IC lies in its ability to provide accurate data from documents. This means that sample sets, which AI needs as go-bys, must be statistically representative of your production documents and be thoroughly analyzed. Otherwise, you need to do extensive manual verification.
CONTACT INFO: COMPANY: Parascript
PHONE:
888.772.7478
WEBSITE:
www.parascript.com
EMAIL:
info@parascript.com
When we combine automated data science and use machine learning to automate analysis and system optimization, we can literally turn an IC project that takes 1,000 hours into a few hours of compute time. The result is IC that can deliver much more data at higher levels of accuracy than human-configured systems. Manual verification only needs to occur when the system cannot complete a task or the data is incorrect. IC powered by data science can automatically configure and tune itself as well as implement content analysis. This means that IC gets more accurate over time, and it’s smart enough to tell which data is accurate versus data that is likely inaccurate. This is the real promise of “cognitive” intelligent capture. A much higher degree of straight through processing is achieved sparing significant staff time and reducing costs. The upshot is that most organizations that adopt Intelligent Capture, which combines machine learning and data science, will reduce their staff burden and accelerate their processes by OVER 80% from their current operations!
EXECUTIVE STATEMENT
Greg Council, VP Marketing and Product Management The good news is that Parascript has a reliable and proven process to enable your organization to achieve straight through processing using Intelligent Capture software that synthesizes machine learning with data science. This is based on our decades of experience using these AI technologies. The result is the highest levels of unattended automaton with the lowest upfront investment.
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Quadient wants to take you on a journey, a journey that constantly improves. As the leader in the Customer Communication Management (CCM) market Quadient has taken our clients on a journey that improves the experience of their customers and employees for years (Gartner Peer Insights, 2020). Quadient’s 2020 innovations continue to improve the journey for our customers, as well as their customers and employees. Quadient knows communications are experienced in context, so it is important to organize, design and manage communications as your customers experience them. Quadient’s newest innovation, Quadient Customer Journey Explorer brings marketleading Journey Orchestration Platform technology to the CCM market by connecting customer experience decisioning with omnichannel communication. If you want to be a CX leader, you must actively manage your customer journeys. The most effective way to do this is with journey maps. Quadient’s award-winning Customer Journey Mapping technology gives you this view, while facilitating collaboration amongst the variety of teams that work together to design, integrate and deploy great omnichannel communications. Then, you need to effortlessly design messages for all channels and orchestrate the interactions that succeed to move to the next step automatically or quickly fail over to alternate channels to ensure you honor that customer’s need for communication. With a one-button single screen preview of every channel, Quadient delivers consistent design while removing risk and reducing approval effort. Well, if you are excited about customer experience transformation as we are, Quadient would love for you to join the CX journey with us. According to Aspire CCS 2020, Quadient has the highest capability scores in all of the CX-focused categories, including Omnichannel Orchestration, Communication Orchestration, Interactions tracking, Mobile design and Journey mapping. If you want to go on that journey quickly, Quadient has technology to get you there as soon as possible. With the industry’s highest score for AI Template Migration, Quadient has proven we can retire any and all of your legacy CCM applications using the latest in Artificial Intelligence, Machine Learning and Natural Language Processing in a way that has reduced the burden of communication analysis by 90%, reduced project timelines by over 50% and reduced redundant content by over 70%.
Scott Draeger, VP of Customer Transformation Scott started his career by showing up early, staying late and working weekends to get the job done for his customers. He loved the thrill of finishing complex designs, but not the extra hours of frustration. So, he spent two decades co-creating technology to help people do better and work faster with less errors while collaborating naturally. If you’re into letters, he’s a UNLV alumni with an MBA with an M-EDP and a CCXP.
EXECUTIVE STATEMENT
CONTACT INFO: COMPANY: Quadient
PHONE:
866.883.4260
WEBSITE:
https://cx.quadient.com/ hot-companies
EMAIL:
info@quadient.com
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CONTACT INFO: COMPANY: Many of the problems your operation faces today are caused by having too many systems that are not connected. Think about it… data hygiene, proofing, scheduling, collecting data about what’s happening in production, managing inventory, collecting information from the marketing and distribution channels, performing billing, there’s plenty of technology for these tasks, but still so much inefficiency.
Racami
Accumulation of software and hardware burdens companies with a mix that supports and constrains the business at the same time. As companies grow, merge, and acquire other organizations, problems intensify negatively affecting profitability, customer satisfaction, and employee performance. Racami helps you reach your goals by eliminating constraints caused by fragmentation.
EMAIL:
PHONE:
678.730.7700
WEBSITE:
www.racami.com sales@racami.com
In a word, Racami is an integrator. Racami knows about data, printing, mailing, and electronic communications. Companies start projects right away and move them to completion more quickly with Racami than they can with internal resources.
THE
Racami’s Products Alchem-e™ is an integration platform that ties your software and hardware together into a master system. Alchem-e™ Dashboard and FLOW track, automate, and inform, but also include “products within the product”. These embedded functions do work like manipulate and normalize data, facilitate proofing, index and re-engineer PDF jobs, send jobs to printers, create inserter control files, push multi-channel workflows including bill presentment and payment. Alchem-e™ is about information and automation.
EXECUTIVE STATEMENT
Matt Mahoney, Executive VP of Sales and Marketing Matt Mahoney serves as Executive Vice President in charge of Sales and Marketing at Racami. Most of his 25-year career has been spent working in the print, mail, and customer communications industry. Prior to working for Racami, Matt contributed to the growth of several software and hardware suppliers as well as two service bureaus that performed direct marketing and transactional customer communications. This broad experience working for both suppliers and users of technology gives him the ability to relate to his customers’ issues and goals and provide valuable advice for achieving success.
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Smart Communications™ is the only provider of a customer conversations management platform. More than 500 global brands rely on Smart Communications to deliver smarter conversations across the entire lifecycle — empowering them to succeed in today’s digital-focused, customer-driven world while also simplifying processes and operating more efficiently. This is what it means to scale the conversation. The Smart Communications platform includes the following solutions: SmartCOMM : Delivers personalized, interactive communications via all channels and at tremendous scale. Designed for the business user, it also simplifies and standardizes processes, thus improving internal efficiency and increasing ROI. ™
CONTACT INFO: COMPANY:
Smart Communications
SmartIQ™: Transforms traditional forms-based processes into intelligent, conversational user experiences. It increases customer engagement while streamlining internal systems, managing risk and reducing demand for support services — delivering more customers ready to transact.
PHONE:
SmartDX™: All of the G15 investment banks and some of the world’s largest energy and commodity companies trust SmartDX to help them simplify trade and relationship documentation for all market participants, across all asset classes and product types.
EMAIL:
800.986.6810
WEBSITE:
www.smartcommunications.com requests@smartcommunications.com
Smart Communications is headquartered in the UK and serves its customers from offices located across North America, Europe, and Asia Pacific. To learn more, visit smartcommunications.com.
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2020-21 James Brown, CEO of Smart Communications
EXECUTIVE STATEMENT
We knew that in 2020 it would be imperative for companies to evolve from simply sending communications to engaging their customers in smarter conversations, but we couldn’t have imagined how urgent the need for this shift would become. As businesses evolve, however, it is also critical to stay focused on what matters most — the customer experience. To deliver exceptional experiences, interactions must be digital-focused, two-way, relevant and timely. And that is what Smart Communications does best.
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CONTACT INFO: COMPANY: Transformations
PHONE:
615.371.0077
WEBSITE: Uluro.com
One Simple Solution for a Better Customer Experience Transformations, a software solutions company, is the developer of Uluro, a comprehensive customer communications management (CCM) software. The exciting difference Uluro brings to the CCM space is the opportunity to lower costs and empower new revenue with the ability to build your own customized workflow around Uluro’s unique core technology. Transformations designed Uluro to provide a higher level of automation for unifying a host of CCM processes. Uluro is an all-in-one, integrated solution that makes you more efficient and productive in an increasingly competitive industry by eliminating manual steps in the operational workflow, providing faster implementation and maximizing ongoing process efficiency. But there is more. As the workforce grows more mobile, your CCM solution needs to include methods for securely delivering communications via multiple channels. Transformation’s breakthrough uSecure, and Smart Delivery, address industry-critical issues specific to data security. What sets the unmatched uSecure workflow apart from other security solutions is that uSecure offers intelligent protection that travels with the file, keeping data encrypted throughout the entire workflow. Smart Delivery makes instant access to documents possible, eliminating the timeconsuming activity of following a link to again follow an online sign-in process within a web portal. It is the only standalone system on the market today that can safely email data-sensitive, regulatory compliant communications and provide proof of delivery to the intended recipient exclusively, proof of access and a built-in real-time audit trail. We also make it possible to add the advantage of a new revenue stream with a real-time payment solution. Integrate uPayments with your current CCM software and add EBPP, eBill, EIPP or payment processing without IT intervention. uPayments lets you easily send electronic bills or payment notices to customers through their preferred channel and securely receive payments on their behalf. Transformations’ continued innovation is driven by our commitment to create awesome products that deliver a significant competitive advantage by making it possible to streamline workflow processes, generate revenue with new services and elevate the customer experience.
EMAIL:
sales@transfrm.com
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