DOCUMENT Strategy Summer 2017

DIGITAL TRANSFORMATION DEMYSTIFIED BIG DATA IS TURNING ATTENTION TO THIS ROLE

DOCUMENTmedia.com | summer.17

LOOK INSIDE

BENCHMARKING SURVEY

Measuring the maturity for document strategies 2017 PAGE 12

volume 24 issue 2

Summer.17

DOCUMENTmedia.com

Features

Transformation 08 Digital Demystified

By Joao Penha-Lopes

Benchmarking Survey 12 DSF Measuring the maturity for document strategies 2017

Departments

Editor’s Picks

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

The Comeback of Direct Mail

MISSED OUR DSF ’17 WRAP-UP? WATCH THE VIDEO HERE

WEB ONLY

Data Is Turning the 10 Big Spotlight on This Key Executive

How market researchers turn data into concrete action

By Stephan Thun

By Gilles Biscos

The ROI for Information Governance: Reduce Risk, Organize Infrastructure & Increase the Value of Your Data

By Scott Friedman

Top 5 Document Design Ideas for Communicating Effectively with Millennials

By Francis Dion

LIST 16 ANNUAL 2017-18 Hot Companies in Customer Experience

Connect twitter.com/DOCUMENTmedia linkedin.com/company/document-media

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president

Chad Griepentrog

publisher

Ken Waddell

editor contributing editor contributors

advertising

audience development manager creative director

Allison Lloyd

[ allison.l@rbpub.com ]

Amanda Armendariz Joao Penha-Lopes Stephan Thun Ken Waddell

[ ken.w@rbpub.com ] [ 608.442.5064 ]

Rachel Chapman [ rachel@rbpub.com ]

Kelli Cooke

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., P.O. Box 259098, Madison, WI 53704-3128. All material in this magazine is copyrighted © 2017 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. 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.

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.

REPRINTS: For high-quality reprints, please contact our exclusive reprint provider, ReprintPros, 949-702-5390, www.ReprintPros.com.

P.O. Box 259098 Madison WI 53704-3128 p: 608-241-8777 f: 608-241-8666 email: rbpub@rbpub.com

MOST SOCIAL ARTICLES

MOST TWEETED ECM or Content Services?

What Is the Big Deal? http://documentmedia.com/article2590-ECM-or-Content-Services-WhatIs-the-Big-Deal.html

MOST SHARED ON FACEBOOK Automating Returned Mail with RPA http://documentmedia.com/article2597-Automating-Returned-Mail-withRPA.html

MOST READ ON LINKEDIN Future of the ECM Cloud: Why IaaS Is More Important than SaaS http://documentmedia.com/article-2638Future-of-the-ECM-Cloud-Why-IaaS-IsMore-Important-than-SaaS.html

MOST READ ON DOCUMENTMEDIA.COM Content Technology Update: Iron Mountain, Xerox, Kofax, and OpenText on the Move http://documentmedia.com/article-2636-Content-Technology-UpdateIron-Mountain-Xerox-Kofax-and-OpenText-on-the-Move.html

DOCUMENTmedia.com summer.2017

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EDITOR’S VIEW

MORE THAN HALF INVEST IN DOCUMENT STRATEGIES, BUT INTEGRATION IS THE WAY FORWARD @DOCUMENTmedia

by Allison Lloyd

or the past 24 years, this publication has cultivated an editorial platform based on a simple mission: We focus on the overall strategy, not just a part of the process. While simple in its brevity, we understand the execution of such an idea is far from simplistic. Today’s organizational structures and, subsequently, our industry in general, are notoriously siloed and disjointed. Despite increasing content gaps throughout the customer journey, according to Forrester, “fragmented marketing and operations groups, used to their own platforms, have no plans to consolidate content repositories, templates, or analytics.” However, creating superior customer experiences requires coordinated content, data, and systems. Through this lens, customer-centric approaches will continue to challenge long-held document and information siloes—whether you like it or not.

In particular, the enterprise document strategy has been similarly plagued by barriers such as competing departmental priorities, overlapping systems, and lack of executive sponsorship. Yet, as customers demand more control over their information—and their digital experiences—we’re witnessing a true transformation beginning to take hold. The question that remains is: “How much of a transformation?” Over the years, we’ve fielded repeated requests by our readership to evaluate the maturity of enterprise-wide document strategies across the industry. In an era where customer experience, privacy concerns, and information security are driving organizations to reevaluate their strategies, we felt it was the right time to measure this journey of transformation. In our “DSF Benchmarking Survey: Measuring the Maturity for Document Strategies 2017,” we asked respondents, all of whom command a document management program producing at least 499 million to over three billion documents (paper and electronic) monthly, about a top inhibitor to executing the document strategy—lack of funding. Our results show that roughly 58% of respondents cited that they had a dedicated budget allocated to the enterprise document/e-document strategy, while 41% cited they did not. We expect to see continued investment in the document strategy, driving down the need to look elsewhere for funding (i.e., departmental budgets) or building

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needs-based business cases. For the full results of our Benchmarking Survey, flip to page 12.

When the customer is at the center of your strategy, integration will be required to eliminate those content gaps and information siloes that are inherent in so many organizations. However, as analyst Dave Smith pointed out in a recent article, “The integration required between business applications, workflows, real-time communications, and collaboration tools has to be seamless to facilitate a great user experience.” Such internal mechanisms should be undetectable by the consumer. According to a recent Forrester report, “The Future Of CCM: Communications-As-A-Service,” Vice President and Principal Analyst Craig Le Clair states, “Enterprise marketing suites, marketing cloud providers, and digital intelligence platforms will coordinate digital experience […]

Integration with these platforms will be a primary [customer communications management] CCM direction over the next three years.” A similar sentiment was offered by Gartner earlier this year, citing integration with web content management, marketing campaign management, and customer relationship management tools.

With so much market disruption and fragmentation, the buyer needs to be very informed on who’s buying who, emerging partnerships, integrations, and new developments in this space. Maybe more than ever, our annual list of Hot Companies in Customer Experience (see page 16) is a critical resource as you begin to fill your existing gaps and build collaborative connections with other enterprise teams to meet the needs of the digital business.

Until next time,

Summer 2017

Features

What’s New The Top Communication Trends for 2018

By Scott Draeger http://documentmedia.com/article2663-The-Top-CommunicationTrends-for-2018.html

It’s the Content, Dummy: Are You Using This Weapon to Impact CX? What Is Touchpoint Management Software, and How Does It Improve the Customer Journey?

How to Make Customer Experience a Success with SharePoint

By Sandra Lupanava http://documentmedia.com/article-2662How-to-Make-Customer-Experience-aSuccess-with-SharePoint.html

By Patrick Kehoe http://documentmedia.com/article-2652-Itsthe-Content-Dummy-Are-You-Using-ThisWeapon-to-Impact-CX.html

By Christopher Harms & Oliver Skeide http://documentmedia.com/ article-2664-What-Is-TouchpointManagement-Software-and-HowDoes-It-Improve-the-CustomerJourney.html

4 Top Trends in Customer Communications From DSF 2017

Why Integration Is the Key Word in Seamless Customer Experiences

By James Watson, Jr., PhD & Tom Roberts http://documentmedia.com/ article-2648-4-Top-Trends-inCustomer-CommunicationsFrom-DSF-2017.html

By Dave Smith http://documentmedia.com/article-2654-Why-Integration-Isthe-Key-Word-in-Seamless-Customer-Experiences.html

The Key to Going Paperless: A Better Digital Experience

By Richard Rosen http://documentmedia. com/article-2656-TheKey-to-Going-PaperlessA-Better-DigitalExperience.html

How to Address Content Sprawl: Migrations and Federations

By Marko Sillanpaa http://documentmedia. com/article-2651-Howto-Address-ContentSprawl-Migrations-andFederations.html

DOCUMENTmedia.com summer.2017

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DIGITAL TRANSFORMATION

By Joao Penha-Lopes 8

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T

here have been several very interesting articles published in this magazine concerning digital transformation (DX). I must confess that the more time I devote to the basic concept of digital transformation, the more questions I have.

Let’s start with terms. Terms are often used in our daily lives—either in a professional setting or in a lot of our personal activities. Different terms indicate different areas of knowledge.

Or do they? Let’s take the term, “document.” We’ll assume that a document is any kind of computer file. By definition, a document is digital.

Since a document carries information, it is an asset. The information within documents is sent to specific applications, which manage specific tasks. More importantly, a document’s life cycle must follow both legal and operational rules.

When organizations use documents in this context (i.e., digital), they will soon

understand the efficiency to be gained, and therefore, there is always a transformation. The bottom line is that all the above, when combined, is merging into what one could call intelligent information management (IIM).

According to a very interesting report

by AIIM, DX is being led by information technology (IT). While IT might handle the bits and pieces to make the solution work, the most important issues are within the “organizational” areas. Even the choice of the software tool should be based on “how the company works” or, even better, “how the company would like to work.” This clearly has nothing to do with IT, though IT has a lot of say on the infrastructure needed to implement whatever tool is chosen.

In that same report, the second choice for driving DX is corporate executives. This only seems natural, and the surprise here is the fact that this didn’t come in first. It’s this group that will feel potential inefficiencies and the legal dangers of their existing processes the most. Another surprise had to do with legal. After the scandals that led to legislation, such as the Sarbanes–Oxley Act, it should be in the interest of the legal department to make sure documents, and information in general, have fully controlled access and logs and that retention and

TRANSLATING TERMS IM ª Information Management ECMª Enterprise Content Management ERMª Electronic Records Management DAMª Digital Asset Management IG ª Information Governance DMª Document Management CA ª Content Analytics DX ª Digital Transformation

destruction policies are clearly defined and enforced. All of this is so much easier in the digital world.

When there is such a momentum toward DX, one must think long and hard about its corresponding preservation. With a paper-based business, as it has been for the last millennia of civilization, conservation was a minor detail.

Why? Because understanding the content was basically dependent on the human eye. Nothing else was needed.

We even managed to understand the contents of 5,000-year-old Egyptian writings. Now, in the digital era, human vision is not enough to understand the contents of a document. There is a lot of research on this matter, some at top government levels, but it does not seem to be a subject worth much thought when talking about digital transformation.

All organizations have processes.

People can now act on these processes remotely using their own smartphones or tablets. The question is, “Are these processes a replica of the old ones (i.e., paper-based) with IT support being the only difference? For many, this is good enough, because a lot of time is still saved. However, an additional component of this efficiency is the software functionalities used to surface knowledge—now available due to the digital world. However, these new capabilities demand a careful understanding of the functionalities needed and, even before that, the desired information about our processes if we had a magic wand.

DX has all the potential to deliver the best results, but it’s a lot more than just using fancy gadgets or sophisticated software. A deep understanding of the organization, its culture, wishes, and desires and correlating this with available IT tools is at the heart of its success. O

JOAO PENHA-LOPES has specialized in document management since 1998. He holds two postgraduate degrees in document management from the University Lusofona (Lisbon) and a PhD from Universidad de Alcala de Henares (Madrid) in 2013. Follow him on Twitter @JoaoPL1000.

DOCUMENTmedia.com summer.2017

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BIG DAT IS TURNING THE

SPOTLIGHT ON T KEY EXECUTIVE How market researchers turn data into concrete action

E

xperts anticipate the amount of data collected globally to break the 40-zettabyte mark by the year 2020 at the latest. That is about five times the number of grains of sand on the planet—an impressive figure, and it underscores the colossal scale of the data flood. More importantly, the amount of data is nearly doubling every year.

This data revolution has triggered a far-reaching transformation in many areas of our lives. That applies not least to the customer journey. Consumers

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have increasingly more opportunities to find out about products and services, compare them to one another, and make purchasing decisions based on an unprecedented level of market transparency. They exchange views across a wide variety of channels, provide feedback, and also read the reviews of others.

Companies collect this customer activity data, at times, with unconstrained giddiness. Their hope is to extract key insights about future customer behavior and respond accordingly. Up to now, successes have been few and far between

because information is often processed in a poorly coordinated, decentralized, and untargeted manner.

In the age of big data and the emergence of do-it-yourself programs, the role of market research is changing. While the Internet of things (IoT) is becoming an increasingly abundant source of data, the idea that market researchers could become superfluous is certainly not on the mark. Quite to the contrary, the numerous sources of useful data are giving these professionals the opportunity to redefine their role in the company.

TA

BY STEPHAN THUN

HIS

Market researchers have to be proactive in developing new methods and approaches. In close collaboration with data warehousing, they should assume the key role in transforming big data into smart data. They need to become consultants who filter salient information out of the mountains of data and present tangible courses of action.

Some market researchers have already risen to the challenge. Today, companies have to know exactly how customers experience their products and brands at any given point in time and at

every relevant touchpoint in real time.

Furthermore, successful market players have to use customer feedback actively, effectively, and in a timely manner. They do this in two ways: First, organizations have to perform continuous process optimization that benefits customers at every touchpoint. Second, companies have to use feedback to actively control the individual customer relationship.

online communities, transaction and sales data, and customer relationship management (CRM) databases.

However, this also means that data can no longer be hoarded in different departments and left to fester. The opposite has become a decisive factor for success: knowledge—regardless of where it comes from—is not evaluated in isolation but, rather, is interconnected with other insights centrally in the data warehousing environment.

The right solutions can help to break down data silos and perform structured synthesis processes for relevant data using automated analytics. This makes it possible to integrate structured and unstructured data, such as open comments, call center discussions, emails from customers, or social media posts, into the analysis. This gives companies a much clearer overview of their customer segments and of each individual customer.

When there is no individual data, forecasting techniques make it possible to predict future behavior of customers for whom little data is available. Thus, companies can gain actionable insights that they can use for effective customer and touchpoint management, ensuring customer experiences are not only analyzed retroactively but can also be controlled proactively in advance. O

“Purely backwardlooking customer satisfaction measurement is increasingly being replaced by future-oriented customer experience management (CXM) with measurable targets.”

To put it simply, purely backward-looking customer satisfaction measurement is increasingly being replaced by future-oriented customer experience management (CXM) with measurable targets, such as stronger customer loyalty with a longer customer life cycle, a higher “share of wallet,” or increased new customer acquisition due to a rising recommendation rate.

Market researchers will, therefore, not only have to evaluate traditional surveys but also integrate and analyze other related data sources. They need to integrate feedback from social media and complaint management as well as operational data along the customer journey. A comprehensive picture will begin to emerge once there is a fusion of customer satisfaction tracking data, social media monitoring,

STEPHAN THUN is CEO of MaritzCX Europe and has published dozens of articles related to the future of international business in research, marketing, and customer experience management. Stephan holds a master’s degree in business administration. Connect with him on LinkedIn. DOCUMENTmedia.com summer.2017

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DSF

BENCHMARKING SURVEY Measuring the maturity for document strategies 2017 12

summer.2017 DOCUMENTmedia.com

Every year, hundreds of customer communications and information management leaders gather at DOCUMENT Strategy Forum (DSF) to discuss the state of their document strategies.

Due to complexity, organizational siloes, unclear vision, or lack of governance, justifying (or, if you’ve overcome the cost hurdle, sustaining) an enterprise-wide document strategy is a significant challenge.

This industry lacks considerable resources in this area, which is why we brought together some of the leading practitioners in this space to create the first peer-produced framework for executing the document strategy (view it here). Now, we take the next step in measuring our success and assessing the maturity of these ongoing programs at organizations today.

Participants in this survey consist of 136 practitioners in attendance at DSF ’17, all of whom command a document management program producing at least 499 million to over three billion documents (paper and electronic) monthly.

DOCUMENTmedia.com summer.2017

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TOP 5 INDUSTRIES REPRESENTED

22%

Insurance

20%

Financial Federal/State/Local Government Commercial Print/Mail/Web Service Utilities

8%

8%

PRIMARY JOB RESPONSIBILITY 30

20

10

0

31% 30% 20% 19% C-Level

Manager

Director

PROJECT COMPLEXITY

To determine typical project complexity at organizations represented, we asked participants to identify the number of systems impacted by said project. The results show a split in complexity between a small number of systems impacted and a moderate amount. summer.2017 DOCUMENTmedia.com

AREAS OF INTEREST 51%

CUSTOMER COMMUNICATIONS MANAGEMENT

47%

CUSTOMER EXPERIENCE

45%

BUSINESS/FORMS PROCESS MANAGEMENT

42%

ENTERPRISE CONTENT MANAGEMENT

40%

DOCUMENT DESIGN/COMPOSITION

38%

OMNI-CHANNEL DELIVERY

35%

DOCUMENT CAPTURE/IMAGING

32%

INFORMATION MANAGEMENT

29%

DATA/DOCUMENT SECURITY

25%

MARKETING/ PERSONALIZATION

21%

COMPLIANCE/E-DISCOVERY

21%

RECORDS MANAGEMENT/DISASTER

*Respondents could select multiple topics.

Consultant

There was an almost equal mix of senior executive leaders and managers represented, which was closely followed by the role of director. To drive strategies forward in organizations, it takes a combined effort by leaders who set broad corporate objectives and the managers who execute them. We are encouraged to see that both are rallying behind the customer experience.

14

12%

As consumer expectations become more mature, the insurance and financial services industries are increasingly focused on adopting omni-channel experiences, a single customer view, integrated data, and personalization. As a result, we see both sectors making up just below half of the businesses represented at DSF ’17. Of note, the utilities sector doubled from 2016, reflecting this vertical’s need to foster improved customer engagement and satisfaction—which continues to lag behind insurance and financial services.

When participants were asked to select primary areas of interest, the results were dispersed over a myriad of topics, with the top 10 areas pulling in at least a fourth of the total surveyed. Furthermore, the areas of compliance/e-discovery and records management/ disaster recovery was close behind, receiving almost a fourth of the total. This is even more significant as respondents could select multiple areas. What’s the bottom line? Customer experience strategies are forcing organizations to recognize the many moving parts of the customer journey, and inevitably, this means understanding all these areas and inherent connections.

45% 1 to 5 systems

42% 6 to 15 systems

13% More than 15 systems

PROJECT SIZE

A key differentiator in assessing the maturity of strategic initiatives is whether they encompass multiple functions across the enterprise. We define an enterprise-wide project as one that involves at least three or more departments. A clear majority of participants report that their projects are enterprise-wide. This maps to our assumption that most participants represented in our survey manage complex and established document strategies.

58 YES

41 NO

1

NOT SURE

BUDGET ALLOCATION

A true marker for the maturity of the strategy is consistent, dedicated budget allocated to the enterprise document/e-document strategy.

Executive management teams who set aside money for these strategies display true commitment to the goals set forth. It is indeed a promising metric that the scale is tipped toward those organizations that cite established budgets for their document strategy. We here at DOCUMENT Strategy maintain that this monetary commitment should be at least for three to five years. However, for approximately 41% with no established budget, this mandate seems improbable. Due to this, we did not use time duration of allocated budget as a subset of measurement.

BUDGET SOURCE

90%

7%

3%

Enterprise-Wide

Less than 3 Departments

Not sure

STRATEGY LEADER

Again, the results were dispersed among participants in identifying the leader of the strategy in the company.

First, the good news: Participants cited the most common leader of the strategy is the executive management team. This is of particular note, as many organizations have struggled in the past to convince the C-suite of the value of the document strategy. The emergence of customer experience, privacy concerns, and information security might be helping the case for this particular team of leaders. Not surprisingly, the cross-functional team closely follows at approximately 22%—a solid approach to creating a unified strategy.

Now, the bad news: No formal leadership lands right in the middle, making us realize that there’s still a lot of work to do. Lastly, it appears as if we haven’t done enough to catch the attention of the Board of Directors.

Some organizations will have to roll the document strategy within the priorities aimed at the Board-level.

For those organizations citing no dedicated budget allocated to the strategy, we asked where they receive money for their projects.

Not surprisingly, the largest source comes from departmental budgets, followed equally by products and systems.

46% Department (e.g., Marketing, Communications, etc.)

26% EXECUTIVE MANAGEMENT TEAM 22% CROSS-FUNCTIONAL COMMITTEE/GOVERNANCE TEAM

1% 1% NA 1%

State Government

19% NO FORMAL LEADERSHIP

Board of Directors

16% DEPARTMENT

11%

Compliance

16% IT 1% BOARD OF DIRECTORS

20% Systems

0

10

20

30

WHAT’S NEXT?

20%

Products

It might be noticeable that the survey did not even skim the areas of people, process, technology, or governance functions of the document strategy. Our benchmarking survey will focus on these areas in the future, as we measure organizations’ maturity each year at DSF. O DOCUMENTmedia.com summer.2017

15

Presents Its Annual List 2017-18 Hot Companies in Customer Experience

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The Businesses behind the solutions

DOCUMENTmedia.com summer.2017

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2017-18 HOT COMPANIES IN CUSTOMER EXPERIENCE

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TABLE OF CONTENTS

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

ActivePDF Appo Group Bell and Howell DataOceans Eclipse Corporation Holland House ISIS Papyrus Software Level One Napersoft Neopost USA OpenText Paloma Print Products Pitney Bowes RRD Smart Communications Technology Services Group Top Down Systems Viking Software Solutions

THE

2017-18 There are many challenges businesses face as they continue their Digital Transformation journey. The behaviors of employees and customers are changing. New internet-reliant business models are being adopted. Technology infrastructure is aging with the evergrowing requirement to save documents in a standardized, archivable format, preserving the ability to quickly locate and access the content within those documents.

For over 17 years, ActivePDF has built a formidable reputation based on providing companies with the ability to dynamically generate and manipulate PDF documents within their business applications. To respond to the requirement of internet-reliant business models to access documents seamlessly, ActivePDF has expanded its product portfolio to include DocSpace Reader Plus and DocSight OCR. These new additions streamline the ability to view and edit PDF documents through any browser while having the ability to convert PDF documents into searchable text files.

DocSpace Reader Plus™ makes it easy to customize web applications with browser-based PDF functionality – while maintaining documents securely behind an organization’s firewall. Users have access to PDF documents for manipulation, form fill, add annotations, text, shapes and callouts – with centralized control at the server level enforcing business guidelines. Reader Plus delivers high-fidelity with lightning fast performance and feature-rich PDF capabilities regardless of location and device with access tailored based on each user’s rights and roles.

H O T

COMPANIES

DocSight OCR™ enables developers and IT professionals to quickly and easily automate document conversion for searchability within their PDF workflows. Whether hosted on a network or in a private cloud, DocSight OCR enables easy document submission from virtually any platform. Simply post the input file, along with the desired settings, and DocSight OCR will take care of the rest. Watched Folder from any network location is also supported, centralizing processing for convenience, cost reduction and archival standards compliance.

ActivePDF products address needs within any digital transformation process. Every product is engineered for high performance, delivers unmatched fidelity, promotes stability in mission critical applications and is extremely simple to implement and integrate.

ActivePDF optimizes business processes by delivering server-based PDF automation to improve operational agility.

CONTACT INFO: COMPANY: ActivePDF.com

PHONE:

866.468.6733

EXECUTIVE PROFILE

Tim Sullivan, Chief Executive Officer and Chief Software Architect, is the founder of ActivePDF. Tim began his career as a naval engineering programmer and then migrated over to education working for the University of Southern California. He then began consulting for companies and institutions in industries such as education, utilities, manufacturing, communication, transportation and entertainment. As the Internet began to boom, Tim identified the need for server-based PDF tools to address the demand to implement best practices for the automation of digital documents. Tim is an active member and speaker for the PDF Association and reviewer for the ISO-32000/PDF standard.

WEBSITE:

www.ActivePDF.com

EMAIL:

Sales@ActivePDF.com

Presents Its Annual List

THE

2017-18

H O T

You are probably designing your communications in Adobe InDesign. So why not incorporate your data into InDesign and easily create your own data-driven communications?

COMPANIES

Leverage Adobe Technology for Powerful Publishing Features – Appo Toolset for Adobe InDesign and Adobe Muse allows you to create data-driven PDFs, Emails, Microsites, Interactive PDFs, EBooks, and Presentations. Appo Portal is a secure site for you to store, test, approve, manage, and order all types of communications.

Multi-Industry Solution for Financial Services, Healthcare, Insurance and more – From personalized marketing messages to regulatory notices and forms, Appo System simplifies the process, eliminates redundancies, and avoids expensive development cycles.

Self-Service, Omni-Channel, and Low/No Code – Your marketing team can create and manage print, email and microsite communications and campaigns from one (onpremises or cloud-based) platform. You can include data-driven charts, tables, and conditional content. Appo System gives you access to your data and control of design, testing, and changes. Documents never need to be programmed in proprietary software – Communications start and remain in Adobe’s industry standard publishing software.

CONTACT INFO: COMPANY: Appo Group

Output Independent – Appo System connects to your preferred print and email vendors, and internal or external hosting services, allowing you to choose the best service providers for all of your communications needs.

PHONE:

Experienced Team – Appo Group’s team has provided CCM process improvement and technology solutions for dozens of Fortune 500 companies. We have an extensive background in implementing targeted, data-driven marketing materials, forms, statements, and many other types of communications.

www.appogroup.com

410.340.7284 [m] 410.992.5500 [x702]

WEBSITE: EMAIL:

cindy.jones@appogroup.com

Presents Its Annual List

THE

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 Omnichannel Communications Management (OCM) solution centralizes the creation and distribution of customer communications to accelerate the migration to digital alternatives, reduce cost, increase visibility and improve business agility.

OCM 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.”

2017-18

H O T

COMPANIES

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.

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.

CONTACT INFO: COMPANY:

Bell and Howell, LLC

PHONE:

800.792.4782

EXECUTIVE PROFILE

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, Omnichannel Communications 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.

WEBSITE: BellHowell.net

Presents Its Annual List

THE

2017-18

H O T

COMPANIES Customer communications simplified.

NO ASSEMBLY REQUIRED. RESULTS INCLUDED. 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

CONTACT INFO: COMPANY: DataOceans

PHONE:

678.387.6300

WEBSITE:

www.dataoceans.com

EMAIL:

info@dataoceans.com

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COMPANIES Eclipse Corporation is a global provider of enterprise form, document and label design software solutions. DocOrigin produces paper and electronic presentations for mobile and desktop solutions and includes features for adaptive form presentations as well as PDF/UA. DocOrigin is purchased by OEM and end users for banking, government, insurance, logistics, manufacturing, pharmaceutical and telco applications. The Eclipse “Integration Without ModificationTM” methodology provides seamless integration with virtually every line of business software. Eclipse's Business Communications Center allows marketing, legal and HR to manage messaging and branding without IT assistance, bringing about real operational savings, workflow efficiencies and marketplace advantages. Advantage 360, AT&T, Eaton, GE Healthcare, Guidewire, ISCS, Konica Minolta, Pella, PPG, TransMontaigne, Tyler Technologies and thousands more trust Eclipse for software and support to generate millions of documents every day.

CONTACT INFO:

“The McKesson business unit needed a next-generation solution to replace our current print program,” said Don Fauth, Vice President, Applications Development at McKesson Medical Surgical. McKesson needed a more modern and efficient solution. “We process large volumes of print, especially at peak times,” explained Fauth. “We have just completed migrating the last of our larger reports over to DocOrigin. We are experiencing greatly reduced processing times. What used to take many hours for our previous processes is now taking less than 30 minutes."

COMPANY:

DocOrigin is an innovative and intuitive software solution for designing and generating dynamic business documents, forms and labels. 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 in documents, technology and people.

info@EclipseCorp.US

There is much more to say about the benefits and capabilities of DocOrigin, so why not contact us today to learn more? Or just listen to what our customers say about DocOrigin and how it helped them save money, build value and increase their return on investment.

Eclipse Corporation

PHONE:

+1 678 408 1245

WEBSITE:

https://eclipsecorp.us

EMAIL:

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COMPANIES Future proof output and print management The next generation of Output Management Solutions is represented by UniSpool: built on the latest technology platforms and with the highest level of flexibility and degree of functionality. UniSpool enables the implementation of an output and print management system that evolves as business requirements change. Aside from that, UniSpool offers more advanced functionality to automate and optimise document streams. It delivers an effective and efficient management of complex output and print infrastructures in computer networks.

UniSpool and PrinTaurus: the best kept secret in print- and outputmanagement UniSpool and PrinTaurus deliver the most powerfull output and print management solution with functions that go far beyond the standard solutions provided by your own operating systems. Organizations will gain enormous benefits from implementing one of the solutions in their ICT network. It provides value in two different ways. It provides cost reductions within the ICT organizations and improves document processing of the day to day business. UniSpool has proven itself more than 25 years in many different large organisations with thousands of connected printers of various type and brand.

} Premium solution } Platform independent } Easy to integrate } Printer brand independent } Centralized focus on system management } Security provisions as required } Management tool for device structure } Substantial cost savings

UniSpool, the next generation of output and print management solutions UniSpool, manufactured by Holland House, is a fully open solution based on the enterprise services architecture, resulting in functional services accessible by external applications.

UniSpool access to external information and services can now be based on standardised integration scenarios. This opens a new level of integration of output and print management services with business processes; releasing the full power and flexibility of UniSpool.

CONTACT INFO: COMPANY: Holland House

PHONE:

+31 (0)418 67 30 00

WEBSITE:

www.hollandhouse.com

EMAIL:

info@hollandhouse.com

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COMPANIES ISIS Papyrus is specialized in production of high-quality, dynamic Omni channel business communication and serves thousands of world’s largest organizations in Banking/Finance, Utilities/Energy, Healthcare and Public Sector across countries and continents. Our firsttime customers are also our life-long customers, as our solutions have the capability to grow with the customer’s business, empowering companies on an ongoing basis to respond to changing customer behaviors and information demands.

Our focus lies on Digital transformation, Customer Experience and Business empowerment.

High degrees of flexibility are achieved through the Smart document design with large-scale re-usability and optimized “two-way” communication for documents of any complexity from consolidated bank statements and insurance policies, billing and complex contracts generated in batch, online, ad-hoc or interactive - to the chat- and chatbot-enabled communication and marketing campaigns. Customer communication is delivered across any channel - traditional and digital - all based on clients’ preferences, one document definition and one-time effort, saving companies time and money.

We enable the Business to envision the communication with their clients the way they want, and put them in control to directly create and maintain customer communication, as well as customize, manage and control OMS processes. IT involvement is minimized and mainly provided for complex, more technical requests and the integration of new data interfaces.

By empowering the Business, using the holistic, “one platform-approach” and directly connecting customer-facing front-end communication with back-end operations in real-time, organizations are free to set new standards in the communication with their clients and achieve significant gains in efficiency and business agility at the same time. By following this approach, our customers have been able to raise Customer experience to a whole new level, increase daily communication production by 20x, save +50% in time, and quickly respond to new and changing business needs with the Business taking care of up to 90% of the overall business communication.

Life-long flexibility and a total peace of mind - this is our legacy and our promise. Please reach out to us for a personal contact and an information on how we can help you eliminate friction points and win, serve and retain your customers in the future.

CONTACT INFO: COMPANY:

ISIS Papyrus Software

PHONE:

817. 416.2345

WEBSITE:

www.isis-papyrus.com

EMAIL:

info@isis-papyrus.com

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2017-18

Billing and payments, personalized: for your customers and your business.

For more than 20 years, Level One has been helping customers navigate the rapidly evolving billing and payments landscape. Today, leading utilities companies across the country rely on Level One to support their multi-channel billing, payments, and customer engagement strategies with dynamic, secure, 1-to-1 communications.

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Our comprehensive billing and payments solutions enable you to produce communications once, and deploy them in a multitude of ways: from dynamically personalized printed bills and documents; to e-delivery via web, email, and mobile; to secure, PCIcompliant payment acceptance by email, text, and IVR. Through a fully integrated approach, we offer solutions for: Document Design: We help you transform your billing documents from unengaging informational statements into intuitive communications that drive meaningful conversations with customers.

Print Production: Level One’s business model keeps document creation independent of production, allowing us to leverage a nationwide network of SOC 2 compliant production sites to execute printing where you are. eBilling: Our user-friendly eBilling tools motivate customers to make the move to paperless billing —which in turn helps you lower operational costs, mitigate missed payments, and collect funds faster.

Mobile: Level One enables you to seamlessly integrate mobile with your other billing and payment channels to satisfy customers’ increasingly mobile-driven preferences.

Payments: We assume the burden of PCI compliance for you, securely supporting payments across channels to help you deliver the same great experience no matter how customers choose to pay.

CONTACT INFO: COMPANY: Level One

PHONE:

610.229.9200

WEBSITE:

GoLevelOne.com

EMAIL:

info@GoLevelOne.com

Customer Communications: Level One’s OneVIEW® Suite provides an easy-to-use set of modules for your business to rapidly create, easily distribute, and seamlessly manage personalized customer communications, end-to-end.

With Level One’s flexible and secure solutions, you can power new business efficiencies and meet customers’ evolving demands. We have proven the power of our solutions to drive new cost savings, accelerate payments, and strengthen customer satisfaction – and can help you quickly begin realizing the benefits of our solutions with rapid deployment in weeks, not months.

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COMPANIES

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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.

CONTACT INFO: COMPANY: Napersoft

PHONE:

630.420.1515

WEBSITE:

www.napersoft.com

EMAIL:

info@napersoft.com

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.

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.

Presents Its Annual List

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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.

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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.

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.

CONTACT INFO: COMPANY: Neopost USA

PHONE:

1.800.NEOPOST 1.800.636.7678

WEBSITE:

www.neopostusa.com

EMAIL:

neomkt@neopost.com

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.

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Design, preview, and deliver responsive HTML5 that displays appropriately regardless of the device or screen size.

The New OpenText™ Exstream: Ultra-personalized, consistent, compliant, customer communications—delivered anytime, anywhere.

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COMPANIES

With digital transformation and improving customer experience on everyone’s mind, it is easy to see the impact your customer communications strategy can have on your bottom line. Being able to design and deliver contextually-driven, ultra-personalized communications at the right time, in the right format, and for the right device can give your company a competitive advantage. With millennials projected to make up more than half of the workforce by 2020, meeting their expectations for personalized service and instant access to information across every channel is now a key business imperative.

Wouldn’t it be great if you could provide personalized communications in real-time for new channels with little to no effort? Smart companies know their customers like multiple ways to connect with them, moving seamlessly between devices and demanding 24/7 access. Customer communications can create an optimal digital customer experience, grow revenue, and save money. Your bills, statements, insurance policies, mortgage applications, contracts and proposals can transform your customers’ perceptions of your business and generate long-lasting relationships. Designed for Omni-channel customer communication management (CCM), Exstream leverages data and content you already have, to transform customer communications into a highly personalized, engaging customer experience.

The new Exstream release 16.2 combines the best of Exstream and OpenText Communications Center (formerly StreamServe and PowerDocs) into one powerful “CCM Anywhere” platform, making it easy for companies of all sizes to create and deliver communications that insure a continuous customer journey. Providing the largest set of out -of-the-box connectors of any CCM solution, Exstream is built to bridge your front-end and back-end systems of record, providing business users with a true 360° customer view. The tools they need are delivered in the systems they use, insuring that every touchpoint reinforces your relationship with your customer; from sales and marketing, through operations and customer service.

Learn how OpenText Exstream can provide the Enterprise Communications Hub that empowers all your business users to engage consistently and compliantly, anytime and anywhere. To learn more, get your free copy of the 2017 Gartner Magic Quadrant report for CCM.

CONTACT INFO: COMPANY: OpenText

PHONE:

800.499.6544

WEBSITE:

www.opentext.com/exstream16

EMAIL:

sales@opentext.com

Presents Its Annual List

THE

2017-18 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 cuts 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 OpenText 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.

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.

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CONTACT INFO: COMPANY:

Paloma Print Products

PHONE:

262.618.4125

WEBSITE: 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.

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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.

palomaprintproducts.com

EMAIL:

sales@palomaprintproducts.com

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COMPANIES ®

At Pitney Bowes, we help our clients deliver consistent and engaging physical and digital communications to their customers. To get it right, you need outstanding skills, proven expertise as well as unparalleled precision and accuracy.

Our Relay® communications suite includes solutions that help you improve every step of your customer communication workflow. By leveraging the power and flexibility of the cloud, we make it simple and affordable to: } Reduce mailing and support costs } Improve customer engagement and satisfaction } Increase paperless adoption } Drive superior results Create Easily modernize legacy documents by adding color, simplifying design and updating branding for a better customer experience.

Manage Capture and centralize ad hoc mail from across your organization to capitalize on scale

CONTACT INFO: COMPANY: Pitney Bowes

PHONE:

877.398.7831

WEBSITE:

Pitneybowes.com

Validate Correct bad address data on-the-fly in your critical communications to ensure your mail reaches the right customer.

Produce Improve the efficiency and accuracy of physical mail production.

Send Increase paperless by seamlessly sending physical and digital communications based on your customers preferences.

Become a master of your customer communication We want to help you master your customer communications and become a smarter, more efficient business. So if you’re ready to get started, contact us today.

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Hosted CCM Platform & Innovative Customer Experience Solutions RRD is a leading global provider of integrated print and digital communications solutions.

We combine proven Customer Experience and CCM expertise with a hosted managed services offering that brings together best-in-class technologies with robust security and governance models. Our dedicated services team provides the SaaS infrastructure, guidance, and operational support to help companies create, manage, deliver and optimize their customer communications.

COMPANIES

Recognize the Voice of Your Customer Our Research + Customer Experience team helps you understand the “why” behind customer behavior. With a fully customizable suite of research and user experience services—including advanced analytics, usability testing, eye-tracking, emotional testing and more—our team of CX experts provide insight-driven strategies that guide your customer experience initiatives to help improve customer engagement.

Best-In-Class Technologies for Multi-Channel Communications Our end-to-end platform seamlessly transforms communications from print to digital communications, enabling your customer communications to be delivered across email, mobile, web, and social channels. Using the same data, content, and processes, additional delivery channels can be “turned on” with ease.

Content Management, Client Authoring, & Collaborative Proofing RRD enables business users to manage content, documents, images, rules, and even document templates with easy to use web-based tools. This puts the business in the driver’s seat, allowing for quick changes to content and for the introduction of new communication ideas without IT involvement.

CONTACT INFO: COMPANY: RRD

PHONE:

800.742.4455

WEBSITE:

www.rrd.com/scs

EMAIL:

info.ccm@rrd.com

Security and Compliance Leading global brands that operate in highly regulated industries rely on our global network of state-of-the-art data centers and meticulous data management approach to store, process, and protect their most sensitive customer information. Our tested governance and security models, robust change management framework, and multifaceted solution set securely support your ongoing CCM operations.

Enhancing the Customer Experience Rely on RRD’s Hosted CCM offering to optimize your CCM workflow, gain complete visibility and control, ensure compliance and leverage legacy data to create engaging, multi-channel communications that enhance the customer experience.

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COMPANIES Smart Communications™ helps the world’s largest enterprises simplify their customer and business communications – while making those communications do even more.

Customer and business communications are at the heart of how today’s leading enterprises manage customer experience. As more and more forward-thinking companies commit to digital transformation inside their organizations, Smart Communications has never been easier. In 2004, we pioneered a new generation of CCM solutions. Today, we’re helping enterprises to scale the millions of conversations that they have with their customers – conversations that must be tailored in format based on (i) different customer preferences and (ii) the complexity of regulations that affect these conversations.

Smart Communications is the only independent company 100% focused on enterprise CCM and the only company in Gartner’s Leader quadrant for CCM to offer cloud/hybridcloud solutions. Formerly part of the Thunderhead group, Smart Communications is backed by Accel-KKR, a unique private equity firm known for taking innovative technology companies to the next level, enabling us to lead the CCM space in innovation and to better serve our customers.

Smart Communications customers and partners benefit from a full range of communications, correspondence and collaborative negotiations solutions including SmartCOMM™, SmartDX™, SmartCORR™ for Salesforce and SmartCaaS™ for Partners.

No one does more to simplify template management and put so much control in the hands of the user. That’s why more than 300 global brands – many in the world’s most highly regulated industries – rely on us to scale the conversation.

Smart Communications Essential Facts } 100% focused on CCM, backed by Accel-KKR, formerly part of Thunderhead } Leader in Gartner CCM Magic Quadrant recognized for pioneering cloud/hybrid cloud solution } April 2017 Forrester Consulting TEI Study on Smart Communications solutions showed 260% ROI benefit in three years } Utilized by all G15 investment banks } Over 60 insurers jointly deploy Smart Communications and Guidewire® solutions } 3 out of 5 top US healthcare payers use Smart Communications solutions } Over 50 enterprises use Smart Communications SmartCORR™ correspondence solutions, fully integrated within Salesforce } Named in CIO Review’s Top 20 Most Promising Insurance Technology for 2017

CONTACT INFO: COMPANY:

Smart Communications™

PHONE:

800.986.6810

WEBSITE:

smartcommunications.com

EMAIL:

requests@smartcommunications.com

™

Presents Its Annual List

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2017-18 well documented.

TSG develops modern enterprise-level software for Documentum, Alfresco or Hadoop and releases it to their client community with a Visible Source model rather than a conventional software purchase arrangement. TSG partners with many of the top ECM companies, and remain product-neutral with the goal of making recommendations based on the best interest of the client, not necessarily what will drive software revenue for software partners.

TSG’s unique approach of providing both consulting services and software to quickly configure and deploy innovative and modern solutions to offer more than a one-size-fits-all approach. TSG’s solutions can be customized and configured to solve any business needs.

TSG provides solutions across a wide range of industries, including: } Insurance Industry – TSG’s Policy and Claim Electronic Document Solution allows companies to extend their current data-driven policy and claim systems with electronic file capabilities with seamless integration. Available for large or small insurance carriers and MGAs, the solution provides the complete capture, storage and sharing of electronic files for policy and claim including third parties and internal/external sources. } Life Sciences and Regulated Industries – TSG’s Compliance Solution provides companies with the ability to handle robust change management with dynamic form and workflow support, electronic review and approval compliant with industry guidelines and simplified consumer search and retrieval in a validated environment.

TSG’s comprehensive product suite includes } HPI: a configurable, stream-lined, search and retrieval interface, to efficiently process documents and tasks. HPI provides alternatives to Documentum and Alfresco interfaces for commonly used functions. } OpenAnnotate: a browser-based annotation tool that allows for the creation, viewing and sharing of document annotations. Allowing users to no longer be dependent on Adobe Reader or other client viewing applications. Users only have access to image renditions of individual document pages, preventing them from downloading an entire document and distributing it outside of the managing application. } OpenMigrate: a configurable robust enterprise content migration framework. OM solves both one-time and ongoing migrations with a flexible and high-performance architecture. Even the most complex migrations, with numerous business rules and other constraints, can typically be completed either completely through configuration, or with one or two additional self-contained components.

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CONTACT INFO: COMPANY:

Technology Services Group

PHONE:

312.372.7777

Dave Giordano is the Founder and President of TECHNOLOGY SERVICES GROUP (TSG), a Chicago technology consulting firm with 40+ enterprise content management (ECM) consultants. Previous to founding TSG in 1996, Dave worked for nine years for Accenture (Andersen Consulting).

While at Andersen Consulting, Dave was responsible for maintaining multiple ECM vendor alliances, providing quality assurance reviews of key technical architecture as well as managing multiple implementation efforts.

EXECUTIVE PROFILE

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TSG was founded with the mission to provide deep content management resources and software across multiple industries. Dave continues to be heavily involved in many active clients, vendor partnerships, and all R&D efforts. Dave brings deep content management experience from multiple industries, including financial services, life sciences, utilities, retail, and manufacturing.

WEBSITE: www.tsgrp.com

EMAIL:

inquiry@tsgrp.com

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COMPANIES You want to optimize your cross-channel customer experience in order to increase revenue, reduce costs, and drive customer satisfaction. Your entire company has aligned around your customer and you’ve created customer journey maps. Now it’s time to unify your omnichannel engagement strategy and bridge the gaps in your technology.

It’s time for Topdown.

Topdown has the expertise and technology you need to achieve a consistent digital experience. Working with Topdown, you’ll increase customer loyalty and retention as well as improve your operational efficiency. How do we know? Because that’s what Topdown has been helping our customers do for nearly forty years.

Our INTOUCH SaaS software will quickly have you communicating more consistently across channels. INTOUCH makes it easy for business users in any department — without any design or technical training — to securely create and manage content. Your employees and even your customers will then use a clean, simple user interface to compose, preview, and deliver customer communications over almost any touchpoint along your customer’s journey.

INTOUCH also keeps track of all sent communications, and can integrate with other applications like marketing automation systems, digital experience platforms and web portals to coordinate inbound and outbound communications and create a 360-degree view of all customer engagements.

CONTACT INFO: COMPANY:

Top Down Systems Corporation

PHONE:

800.361.1211 or 301.417.9660

WEBSITE:

www.topdownsystems.com

EMAIL:

info@topdownsystems.com

Looking to future-proof your customer communications and provide maximum flexibility? INTOUCH has an open, microservices-based architecture which allows you to share content and data with other parts of your digital experience architecture so you can link touchpoints across customer journeys. This helps increase the consistency of communications created by all departments and workgroups in your organization.

We asked a few analysts and experts to talk about the simplicity, functionality, flexibility, security and affordability of INTOUCH. To see the videos and learn more about INTOUCH, go to: http://topdown.co/Check-out-INTOUCH Presents Its Annual List

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COMPANIES Viking Software Solutions has developed data entry-related software since 1980.

Viking’s philosophy of producing a quality product and providing incomparable technical support has generated a loyal client base, encompassing both government and business enterprises…large and small…local and worldwide.

Viking’s mission statement is twofold: } Provide best practice human interface tools for the most demanding processes. } Make those specific applications easy for data entry personnel to set up and use.

Viking has knowledgeable technical staff members who are dedicated to helping customers improve processes through its software. Viking customers testify to their Viking experience, citing performance superiority, exceptional technical support and an evolution of products that meet their changing needs.

Core Data Entry Products All of Viking’s data entry solutions are: } Designed with open architectures that allow easy integration with any imaging system. } Easy to use. They don’t require extensive training and a lot of ongoing consulting. } Supported by a team of experts, proficient in the use and configuration of your software.

VDE+Images offers rapid and accurate data entry from paper or images, where documents are unstructured or arrive in unpredictable order, such as wholesale lockbox and land title records.

VDE offers traditional heads-down data entry from paper documents. VDE is widely used to supplement key-from-image processes for documents that are damaged or unreadable.

It comes with VDE+Images for a seamless user experience.

CONTACT INFO: COMPANY:

Viking Software Solutions

PHONE:

918.491.6144

WEBSITE:

www.vikingsoft.com

EMAIL:

info@vikingsoft.com

ImagEntry allows rapid and accurate keying from images of structured documents such as medical claims, credit applications, etc. ImagEntry includes a feature called Record Level Verify, a double-key compare process which increases accuracy.

An optional application programming interface (API) lets programmers customize VDE+Images or ImagEntry. It is what makes Viking’s “best of breed” integration possible.

Product previews are available on the company website, www.vikingsoft.com. All products may be evaluated free of charge for a 30 days. Email info@vikingsoft.com or call (918) 491-6144 to learn more.

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Think About It “The CCM portfolio has to provide a consistent customer and user experience for all the people who interact with it. In other words, technology [has] to step up and ‘walk the walk,’ not just ‘talk the talk.’”

— SCOTT DRAEGER

“Many companies talk about having a disaster recovery plan but have never thought about full preparedness.”

“Scalability is never a concern with SaaS since it resides in the cloud. While you may need to adjust your subscription(s), your provider will scale the solution to address your organization’s needs.”

“CX managers can use SharePoint to create a knowledge base to store and extend the organization’s CXM expertise.”

— BOB LARRIVEE

— BRETT CLAFFEE

— SANDRA LUPANAVA

“AI IS NOT NEW. IT HAS BEEN LEVERAGED ON RETAIL WEBSITES SINCE THE LATE 90S, HELPING TO MAKE RECOMMENDATIONS ON PURCHASES, CROSS-SELLING PRODUCTS, OR SOLVING CONSUMER

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“Some research analysts estimate that as much as 70% of customer communications will be digital, contextualized, and consumed on-demand via multiple channels, including the web, mobile devices, and social media this year.”

ISSUES.”

— DANIEL SCHMIDT

— DAVID STABEL

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— ANDREW ROMAN WELLS & KATHY WILLIAMS CHIANG

“According to Gartner, informationproduct companies receive four to five times higher market valuation than the average company.”

— ALLISON LLOYD

“BUSINESSES IN FINANCIAL SERVICES AND UTILITIES SATISFY A BASIC NEED. THESE BUSINESSES BENEFIT FROM GROWING THEIR SHARE OF THE CUSTOMER’S WALLET BEYOND THESE BASIC NEEDS. CROSS-SELLING AND UPSELLING, AS WELL AS BUILDING CUSTOMER LOYALTY, ARE CRITICAL STRATEGIES FOR THESE COMPANIES.”

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