DOCUMENTmedia.com | summer.14
fitting the document management puzzle together
Book Printing Will Be Just Fine, Thank You
The Age of the Customer Leaves
for Disruption By Craig Le Clair
The Importance of an Enterprise Document Strategy
oceans of opportunities
skyâ€™s the limit
your full conference registration when you register by september 15 and save even more when you book your hotel at the same time!
october 26-28 san diego convention center register online at www.arma.org/conference
MEDIA WEBINAR SERIES
SEPTEMBER 9, 2014
TOP 5 WAYS TO BREAK
DOWN CUSTOMER COMMUNICATION SILOS
SEPTEMBER 23, 2014
IMPROVING BILLS AND
David Day, Product Marketing Manager, Output Management, Crawford Technologies Dennis Quon, Business Development Manager, Document Accessibility Services, Crawford Technologies Tim Nelms, Business Unit Manager, Archive Solutions, Crawford Technologies John Bourdeau, Product Manager, ECM Solutions, Crawford Technologies Jonathan McGrew, EDP, Marketing Communications Manager, Crawford Technologies
STATEMENTS FOR BETTER
SPEAKER Gerhard Heide, Director, Global Market Strategy, Pitney Bowes
volume 21 issue 2
Importance of an 16 The Enterprise Document Strategy
By John Knotts
Age of the Customer Leaves Banks 12 The Ripe for Disruption By Craig Le Clair
05 What’s New 06 Masthead 06 Most Social 08 Editor’s View 10 Contributors Connect facebook.com/ DOCUMENTmedia twitter.com/ DOCUMENTmedia linkedin.com/ company/document-media
Printing Will Be Just 18 Book Fine, Thank You By David Davis
Feedback Great story, Tom. The first two resonate with me, especially. All are certainly valuable, but I suppose I see the most effort being expended on really mapping and conditioning the processes. So I latched on to those points very quickly. - Ken Stewart “Two words: Amen, brother! A case well made, and one that squares precisely with my own experiences. Thanks for stating it so clearly!” - Steve Weissman “Excellent insight, written at the right time, in the right place on the right medium.” - Les Csonge “Terrific article on leveraging eForms in education.” - @RodJager
LOOK COMPANIES 2014 20 HOT DOCUMENT Media proudly presents the leading companies in the document management market providing the best services and products for the enterprise.
How Financial Services Can Solve Their Digital Communications Dilemma By Chuck Cordray www.documentmedia.com/Main/articles/How-FinancialServices-Can-Solve-Their-Digital-Com-1450.aspx
Why Capturing Information Is Key to Your Disaster Recovery and Business Continuity Plan By Bob Larrivee www.documentmedia.com/Main/articles/ Why-Capturing-Information-Is-Key-to-YourDisaster-1440.aspx
Disruption: Shouldn’t Improvement Be Our Goal? By Matt Mullen www.documentmedia.com/Main/articles/ Disruption-Shouldnt-Improvement-Be-OurGoal-1445.aspx
If It’s Not Broken, Break It: How to Get Users to Stop Avoiding the New Document Management System
Top Business Processes for Document Automation & Optimization By Ron Glaz www.documentmedia.com/Main/articles/Top-BusinessProcesses-for-Document-Automation-Opt-1447.aspx
eSignature Technologies: The Pros and Cons to the Top Four Choices
By Bud Porter-Roth www.documentmedia.com/Main/articles/If-Its-NotBroken-Break-It-How-to-Get-Users-to-Sto-1439.aspx
By Ray Killam www.documentmedia.com/Main/ articles/eSignature-TechnologiesThe-Pros-and-Cons-tothe-T-1443.aspx
Automating Information Governance By Laurence Hart www.documentmedia.com/Main/articles/AutomatingInformation-Governance-1448.aspx
Office Color Printing: Business Inkjet vs. Color Laser By Ann Priede www.documentmedia.com/Main/articles/ Office-Color-Printing-Business-Inkjet-vsColor-Las-1449.aspx
Four ePayment Trends to Reduce Collection Costs and Improve Cash Flow By Richard Rosen www.documentmedia.com/Main/articles/ Four-ePayment-Trends-to-ReduceCollection-Costs-an-1438.aspx
Tablets and HTML5 Document Viewers: The Key for Enterprise Success By Simon Wieczner www.documentmedia.com/ Main/articles/Tablets-andHTML5-Document-ViewersThe-Key-for-Ent-1442.aspx
[ email@example.com ]
DOCUMENT (ISSN 1081-4078) is published on a daily basis via its online portal and produces special print editions by RB Publishing Inc., 2901 International Lane, Madison, WI 53704-3128. All material in this magazine is copyrighted ÂŠ 2014 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 magazine, RB Publishing Inc. or its staff becomes the property of RB Publishing Inc.
Len Asprey David Davis John Knotts
The articles in this magazine represent the views of the authors and not those of RB Publishing Inc. or DOCUMENT. RB Publishing Inc. and/or DOCUMENT expressly disclaim any liability for the products or services sold or otherwise endorsed by advertisers or authors included in this magazine.
[ firstname.lastname@example.org ] [ 608.442.5064 ]
SUBSCRIPTIONS: DOCUMENT is the essential publication for executives, directors and managers involved with the management, strategy, creation and delivery of communications in B2C environments. Free to qualified recipients; subscribe at www.documentmedia.com/subscribe.
audience development Rachel Chapman manager [ email@example.com ]
REPRINTS: For high-quality reprints, please contact our exclusive reprint provider, ReprintPros, 949-702-5390, www.ReprintPros.com.
marketing creative director
Cierra Bauer Kelli Cooke
2901 International Drive Madison WI 53704-3128 p: 608-241-8777 f: 608-241-8666 email: firstname.lastname@example.org
MOST SOCIAL ARTICLES
MOST SHARED ON FACEBOOK Office Color Printing: Business Inkjet vs. Color Laser MOST TWEETED What Your Big Data Says About You as a Company
MOST READ ON LINKEDIN Are You Validating a BulletProof Production Process with Automation? http://www.documentmedia.com/Main/ articles/Are-You-Validating-a-BulletProofProduction-Proces-1434.aspx
MOST READ ON DOCUMENTMEDIA.COM What Is a Document? http://www.documentmedia.com/Main/articles/ What-Is-a-Document-1425.aspx
When it comes to connecting your companyâ€™s data and operations, we can provide the missing piece of the puzzle. For over 20 years, NearStar has provided innovative products and solutions that companies need to address the most challenging print and mail, print-ondemand, and disaster recovery workflow issues. Whether you are looking to integrate new technology, retrofit legacy systems, streamline print and mail workflow processes, comply with green initiatives, or improve tracking and accounting, we have the software and consulting services to connect your business needs, data, and output. Our software, coupled with our 30-plus years of industry expertise, enables us to develop true vendor-neutral solutions that give you the flexibility to meet your business goals without having to reinvest in vendor-specific solutions. Contact NearStar today to find out how you can reduce costs, automate and streamline workflows, and leverage your technology investments to do more with fewer resources. Scan the mobile barcode to learn more about our solutions and services.
Visit us at Booth #567 at the Graph Expo September 28-October 1 at McCormick Place in Chicago
410 East Main Street, Lewisville, Texas 75057 972-221-4068, ext. 207 | email@example.com | www.nearstar.com
HOW TO MAKE YOUR DOCUMENT STRATEGY A REALITY: BUILDING THE INDUSTRY STANDARD by Allison Lloyd
ask this question a lot when I’m talking to some of the leading businesses today in the financial, health and insurance markets: Are you implementing document/content strategies in your enterprise? Their answer: “We’re in the process.” According to IBM, there were 2.5 exabytes of data created each day in 2012. Managing this explosion of information is not an easy task for organizations, perhaps, driving the point home that an overall strategy is a must-have in today’s business environment. It is this “proliferation” of information and the accompanying need for the governance and compliance of said information that really mandates a long-term strategy. A director at a large insurance company recently told me that without it, “information becomes fragmented and almost impossible to find.” In our article on an end-to-end document strategy (page 16), writer John Knotts explains, “When you have multiple entities, like sales, operations, mailrooms, marketing, security, technology, records management, social media, content management, etc., all operating independently in the space, the organization isn’t going to move forward on improving document management without strong direction.” It seems fitting that this very issue looks at the enterprise document strategy, how to build business agility and our annual list of the companies providing the best services and products in the document management market. Why? Because the technologies of an enterprise and your overall business strategies are, or should be, invariably linked together. In fact, authors Tamara Erickson, John Magee, Philip Roussel and Kamal Saad in a MIT Sloan Management Review article assert that “the development and use of technology must be guided explicitly by the business strategy of the firm; at the same time, technological developments should help define the opportunities and threats to which the strategy should then respond.” While the importance of an enterprise-wide document strategy is recognized, its execution is not so widely understood. Some reasons I’ve heard recently for its failure, or even its absence from the strategy matrix, were:
“loss of control;” “lack of executive buy-in and support;” “legacy systems and complex integrations;” and “lack of communication between stakeholders.” This very important gap between the business vision or “future state” and the document strategy is one that must be addressed in the company right now. I believe so strongly in this industry imperative that you will see a continuing editorial series on how to build the document/content strategy (the first, which can be seen here on LinkedIn, and the second in this issue). I will also be sitting down with John Knotts, our special guest, to answer your direct questions on the document strategy. I urge you to submit your questions here. Of course, our annual event, the DOCUMENT Strategy Forum, to be held on May 12-14, 2015 in Greenwich, CT, will culminate our year-long educational series on this topic. Every year, we are proud to present our annual list of the HOT COMPANIES within the document management market. It is the only time in the year where we set time aside to showcase these leading companies, introduce to you who they are and what they offer you, our readers, and to our industry. It is vital to understand the leaders in the marketplace and to recognize how these kinds of companies can help you to meet your enterprise strategies—no matter where you are in your maturity as an organization. Until next time,
The Top Ten Tips for Real Customer Engagement The concept and discipline of Customer Communications Management (or CCM) is one that many organizations are using to communicate with customers in new and more profitable ways. It is becoming more and more important for businesses to communicate with their customers in a more personal and effective ways in order to build brand loyalty and customer lifetime value. What steps can you take today? Here are 10 tips to consider: Customer Facing Communications — One place to start is by improving routine customer correspondence like enrollment documents, renewals and account statements. These and other customer-facing communications are rarely considered key marketing assets, but they should be. One recent study by research firm InfoTrends found that transactional documents are opened and read by 90% of recipients.
Customer Profiles — Customer profiles are a critical component of CCM. The key to customer profile management is the ability to collect and understand customer information in ways that make a difference. Once a customer profile has been established, each interaction with that customer presents an opportunity to learn more, and make adjustments and decisions that maximize the overall lifetime value of each customer.
Multi-Channel Delivery — Customers want more choices and wider flexibility in terms of how they receive information and maintain their relationship with any company or service. Systems must help companies know and understand what communications were sent, opened or interacted with regardless of the delivery channel.
Integrated Campaigns — Campaign management across multiple channels is one of the most important strategic capabilities companies can build today, but it is the most difficult to execute for marketers and brand managers. Fortunately, new cloud-based CCM platforms allow you to collaborate with other marketing resources virtually to complete marketing assets such as landing pages, emails, social, banners and print messaging components while connecting to CRM data sources like Salesforce.com to drive integrated campaigns.
Marketing and Operations Message Orchestration — Companies must work to orchestrate both marketing and operations by integrating content into outbound communications like email notices, text alerts and print and mail. For best performance, these capabilities must be directly available to marketing departments and business units rather than locked away in arcane systems and software where marketers have had no access.
One View Analytics — The holy grail of Customer Communications Management lies in the ability to have one view of the customer within the organization. Aggregating outbound and inbound communications allows organizations to view all communications being created and delivered. Customer profiles reveal communication preferences and engagement levels, and organizations can quickly identify revenue opportunities and determine what content messaging is resonating.
Marketing Automation Lead Generation — Marketing automation allows organizations to move from a traditional high cost effort to a more nurture oriented sell. Effective CCM platforms work with leading CRM providers to complement existing investments and help marketing and campaign managers create, collaborate, target and deliver multi-channel lead-oriented processes through landing pages, email marketing, social marketing, banners and traditional print centric channels.
Customer Lifecycle and Experience Management — Best-inclass organizations understand that customers occupy different phases in the customer journey. Managing this lifecycle, and the customer experiences along the way, is key maximizing customer lifetime value and brand loyalty. We have created a customer scoring methodology called (CAR²E) that spans the consumption, adoption, retention, new revenue and engagement phases that organizations must measure to reach a best in class status.
OMNI Commerce and Payment — A fully developed CCM approach facilitates and delivers communications that drive payment engagement through payment gateways, processors and new emerging technologies. One way to do that is via a customer-facing portal that can facilitate the process from payment notifications, reminders, presentment and payment, and replace outdated facing portals or complement existing processes with new payment channels that effect cash flow.
Voice of Customer — Good CCM strategies look to customer feedback as guiding compass points and provide built in feedback mechanisms to measure customer sentiment. Campaign managers should obtain feedback with targeted questions that bring forth customer ideas, problems or praise. A full service survey solution that uses interactive voice response, web forms, and printed surveys is an essential tool to understand the voice of your customers.
877.377.7274 firstname.lastname@example.org www.omi.co
Craig Le Clair Mr. Le Clair is the vice president and principal analyst serving enterprise architecture professionals at Forrester Research. He is an internationally recognized expert in business process management and initiated Forresterâ€™s series on untamed business processes, including customer on-boarding, invoice management, medical health records, financial compliance and customer communications management. Mr. Le Clair was also a cofounder of docHarbor and has held senior positions with several document management providers during the past 20 years.
David Davis Mr. Davis is a director for INTERQUEST. He has more than 25 years of experience in the printing industry, where prior to joining INTERQUEST, he held technical and managerial positions in the newspaper, book and corporate publishing sectors. He is the author of numerous industry reports, publications and educational programs on a variety of industry topics. Mr. Davis is a frequent speaker at industry events and contributes regularly to a variety of trade publications. He holds a Master of Science degree in printing technology from the Rochester Institute of Technology.
John Knotts Mr. Knotts is a results-oriented business professional working out of the San Antonio,Texas area. Retired from the Air Force, he now works with USAA as a strategic business advisor to enterprise document management. He leads strategic transformations and has extensive experience in strategy, change, process, communication, organizational design and development, quality management, competitive sourcing and privatization and many other areas. Mr. Knotts has over 20 years progressive experience as a CEO/president of several non-profit organizations, ranging in size from 156 to over 18,000 members here stateside as well as in Europe.
Want to Contribute? DOCUMENT Media is proud to showcase more than 30 of the leading voices in the document management industry every single day. But we always love to hear from our readers! If you want to join our line-up and become a thought leader, simply email our Editor your interest at email@example.com.
YOUR ROAD to Innovative Cross-Volume & Profits • Engaging Unique New Applications and September 28 - October 1, 2014 McCormick Place | Chicago, IL USA www.GraphExpo.com
• Adapting Current Best Practices into • Profitable New Solutions driven by • Today’s Latest Technologies
rin y tin g • Industr
• • Post Pr
e Fo Pr rma t t Inkje
d b ri
• Finishing •
N et wo rking
Softwa re •
Prep ess r Offset
ng • 3D Pri i t nt e rk
les • S
t u bs
THE AGE OF THE CUSTOMER LEAVES BANKS RIPE FOR DISRUPTION By Craig Le Clair
age of the customer brings new forms of disruptive events that have redefined what business agility means for banks. Traditional events, such as business downturn, cost pressures and regulations, are known and managed by most banks. But age of the customer events, such as dramatic shifts in customer tastes, cybersecurity threats and disruptive payment alternatives, are new and unprecedented. Many banks we speak to are not ready—and are myopic about the potential for disruption. When they list their top competitors, they only mention other banks. Banks need a broader view—the business agility perspective. Banks face a mix of potential digital disruptors. Google’s payment offerings are off to a slow start: Google Checkout was retired in September 2013, and Google Wallet is not meeting expectations. Apple’s payment plans remain unknown. Yet, these potential disruptors will continue with innovative offerings backed by unprecedented cash reserves. Nontraditional digital disrupters are making moves as well: Wal-Mart has debit cards with no fees and new money transfer services. Even the US Post Office, starved for new revenue,
will target the unbanked and underbanked segment. And why not? It has unmatched presence in remote locations where the unbanked are. In addition, virtual currencies, like Bitcoin, have grabbed positive and negative headlines but are only one of dozens of disruptive threats to banks that point to inefficiencies in the current payment system. Digital banks, digital investment managers, personto-person (P2P) currency exchanges and social network disrupters that offer crowdfunding and social lending are just a few examples that may prove more potent in the short, medium and long term. One large retail bank rapidly dismissed potential threats of new payment forms, like PayPal. To the bank, they are just a front end— with the bank handling the guts of the transaction. But how narrow is this view? Isn’t the bank losing touch with its customers and valuable data about them? And how about distributed payment networks, like Ripple, that provide a more efficient network and bypass the banks completely? The age of the customer means customers are becoming digital through consumer technology, social media and
attitudes that create unprecedented shifts in styles, tastes and loyalty. Most still distribute products through physical channels based on paper and analogue processing. Indeed, there is a lot of conversation about digital today. But when we ask bankers about going digital, this response is typical: “We are going digital; we just launched four mobile apps.” This narrow view misses the point. Going digital is a lot more than building shiny new mobile apps; it’s about digitizing the endto-end business process supporting the customer. Banks sit in between the customer— whether business or consumer—and a transaction. And just like music and book retailers, insurance agents and many other intermediaries, banks are vulnerable. Increasingly, bank customers have digital alternatives to banking products that have whittled away banks’ contribution to the value chain. Business agility will be banks’ most fundamental strength and competitive weapon going forward. Old-economy advantages will keep digital disrupters at bay for a time, but future advantage will stem from an obsessed connection with a rapidly changing customer—and
the ability to deliver on what those customers are telling the bank. This is the essence of business agility, which we define as follows: “Business agility is the state of digital business that allows an enterprise to embrace market and operational changes as a matter of routine.” But how do leading banks today compare on agility? We surveyed 30 banks and determined that high performers excelled in market agility dimensions. Stated simply, channel integration and market responsiveness, our two market agility dimensions, are among the largest agility gaps between high and low performers. We therefore anchored our ranking approach in these two critical market dimensions that drive economic performance. To rank banks, we used two proxies or indicators that are highly correlated with excellence in these dimensions. Customer experience is a strong indicator for agility in the channel integration dimension; i.e., a strong customer experience requires sharing information across channels and providing support for the complete customer journey. Likewise, adding new sources of revenue is a strong indicator for our market responsiveness dimension. To rapidly add emerging financial services, banks must gather customer and market knowledge and rapidly incorporate it into decisions to redirect resources. The bank that is best prepared for disruptive events in the age of the customer will outperform their peers. To do this, banks must: assess and monitor business agility, not ignore the organizational dimensions, take aim at customer data management, pay more attention to segments and target the Millennial. It’s important to diagnose your agility across the 10 dimensions and identify
where you are weak. Use industry comparisons to compare yourself with your peers. Define and monitor agility metrics. These will help make the conversations more actionable throughout the enterprise. In addition, be sure your team has the right digital psychology to fight off potential disruptors. Invest in knowledge dissemination to flatten the organization and boost market awareness. Customers are now highly informed and can act quickly. Your employees must do so as well. Investment in internal social and collaboration tools and culture allows this flattening to be efficient. Business agility is critical, and for banks, it starts with market dimensions. Regulations governing customers’ personal identity data, especially in the wild west of open social environments, have not all been worked out. As new use cases occur, banks must be ready to quickly adapt: tuning, tweaking and streamlining customer data management (CDM) and third-party data management processes and architecture—and the resulting support organization—as a result of user feedback and system auditing are necessary activities for the agile bank. Lastly, banks that have the greatest success figure out what segments are the most important—small business, high net worth, mass affluent, unbanked/under-banked or Millennials. Successful banks will concentrate on improving customer experience to meet the evolving needs of younger customers. They may not be the most profitable segment today, but they are the future. O
For more information on Mr. Le Clair’s report, “Ranking The Most Agile US Banks,” or on Forrester Research, visit www.forrester.com.
BY JOHN KNOTTS
The Importance of an Enterprise Document Strategy ocument management is such an enormous subject that it is very difficult for any organization to effectively wrap its arms around the entire system and successfully improve it. However, the document is becoming more and more important from a regulatory and compliance perspective for business. Because of this, organizations of all sizes need to better understand and improve their document domain. The problem with enterprise document management is that it is so immense; it becomes, for most organizations, a nightmare of stovepipes and fiefdoms. These create many stakeholders who rightfully feel that they are accountable and responsible for aspects of the domain, when they simply might not be. This then drives the behavior of many people attempting to spend precious resources to improve their portion of enterprise document management, when they are either only sub-optimizing the end-to-end process or duplicating similar efforts elsewhere in the domain. This often happens when one part of document management doesn’t know what the other part is doing. When you have multiple entities, like sales, operations, mailrooms, marketing, security, technology, records management, social media, content management, etc., all operating independently in the space, the organization isn’t going to move forward on improving document management without strong direction. A document strategy is different than most strategies in two major ways, which can make it even more difficult to create and implement. The enterprise document strategy is: completely aligned to support the enterprise strategy versus individual organizational strategies and spans the end-to-end document domain, and in so doing, normally spans multiple organizations. Traditionally, 70% of all strategies fail to achieve desired results. However, because of the two key aspects
mentioned previously, document strategies are even more difficult to create and implement successfully. All strategies, in themselves, fail due to a lacking in one or more of these five areas: one, executable focus; two, strategic framework; three, traceable implementation; four, rigor and accountability; and five, communication. The enterprise document strategy is subordinate to your organization’s overarching strategy. Additional to these five previous things, this type of strategy, more than any other, must be completely aligned to support the overarching organizational strategy. However, the strategy is normally not subordinate to any other stakeholder’s strategy, and this generates a problem because it must support everyone from the business to the back office. Basically, your document strategy will end up serving many masters but must also be the controlling document for document management. Difficult you say? Strategy inherently means change—seldom do we build a strategy and strategic plan simply to maintain the status quo. By their nature, strategies drive changes in your organization. As you can imagine, in an area like document management where there are so many stakeholders, change can become very disruptive and difficult. Thus, one of the biggest roadblocks to your enterprise document strategy will be people. Inherently, all strategic plans, regardless of type, encourage the following for any organization. You may have heard the statement, “failing to plan is planning to fail.” Essentially, choosing to not develop a strategy for your end-to-end document management effort is basically like saying out loud that it isn’t important for your document domain to succeed. You might be asking yourself right about now, not why, but why not a document strategy? The answer really is that
“One of the biggest roadblocks to your enterprise document strategy will be people.”
To contact Mr. Knotts, follow him on Twitter @johnrknotts or on his blog at http://johnrknotts.wordpress.com.
Full article: www.documentmedia.com/Main/articles/The-Importance-of-an-Enterprise-Document-Strategy-1461.aspx
BOOK PRINTING WILL BE JUST FINE,
BY DAVID DAVIS
Full article: www.documentmedia.com/Main/articles/Book-Printing-Will-Be-Just-Fine-Thank-You-1462.aspx
followed book printing for well over a decade— well before Amazon and e-books began shaking 100% things up like no tomorrow. E-books grew at a breathtaking pace for a number of years, and 80% not too long ago, some pundits were breathlessly predicting they would constitute half or 60% more of publishers’ revenue within five years. In 2013, however, e-book growth slowed considerably, and in some sectors, it contract40% ed. According to AAP, e-books accounted for about 21% of trade sales last year, down from 20% 23% the previous year. While still growing, ebooks clearly will not decimate printed books, 00% but will continue to erode volume and forge changes in the market. Pew surveys find that 87% of e-book readers also read a printed book during the year; 52% of readers only read printed books, and only four percent read e-books exclusively. This recognition has spawned a number of partnerships among authors and publishers for print-only and other arrangements that bundle print, e-book and audio formats. The market for printed books has contracted, however, and this will continue. Consolidation is ongoing among publishers, retailers, printers and suppliers. Excess manufacturing capacity constrains prices, making book printing an even tougher environment for printers. Publishers continue to chip away at waste in
CONVENTIONAL & DIGITAL BOOK PRINTING 2014
(% of printed book volume)
“Digital printing equipment was the most commonly cited equipment acquisition over the 18 months prior to the survey.”
the supply chain, aided in no small part by high-speed inkjet printing. Most of the printers INTERQUEST surveyed in its most recent study of the book market report an increase in the use of automated inventory replenishment systems. Run lengths overall are still declining, leaving book printers faced with an increasing number of fast turnaround orders, which places a premium on automation and efficiency. The leading market trends cited by the book publishers we surveyed are: the growth of e-books, cited by 59% of the respondents; shorter print runs, noted by slightly more than half (52%) of the respondents; and an increase in the use of short-run digital printing, cited by 45% of the respondents. Not surprisingly, formulating an effective multi-media/multichannel strategy is their leading concern, cited by nearly twothirds of the publishers. Among the book printers we surveyed, half indicate that the leading trend they see in the market is the use of automated inventory replenishment programs; about 42% say that print runs are shorter, and one-third point to an overall decline in the volume of printed books. About one-quarter of the printers note an increase in the use of digital printing. Digital printing equipment was, in fact, the most commonly cited equipment acquisition over the 18 months prior to the survey. INTERQUEST forecasts that the number of conventionally printed books will decline by about nine percent per year over the next five years, while the number of digitally printed books grows at an annual rate of about 15%. Blackand-white digital output will increase at an annual pace of about 12.7%, while color grows at a faster 17.5% annual rate. Inkjet will continue to increase its share of the digital book printing market over the period. O
For more information, contact INTERQUEST at 434-979-9945 or visit www.inter-quest.com. DOCUMENTmedia.com summer.2014
THE BUSINESSES BEH 20
HIND THE SOLUTIONS
HOT COMPANIES 2014 DOCUMENT Media presents the leading companies in the document management market providing the best services and products for the enterprise. Get to know the top businesses that can help you with your end-to-end customer communications and transactional documents.
TABLE OF CONTENTS
23 24 25 26 27 28 29 30 31 32 33 34
Crawford Technologies Eclipse Corporation FIS GMC Software Technology icon Communication Dynamics, Inc. ISIS Papyrus Software OMI Paloma Print Products ProConversions Corporation Saggezza Transformations Xpertdoc Technologies Inc.
hat makes a Hot Mailing Systems Solution? The answer should be the one that provides everything thing you need, nothing you donâ€™t and support to back you up today, tomorrow and anytime in the future. Moreover, your solution provider should have expertise across the document management landscape including hot areas such as Output and Customer Communications Management, Archive and ECM solutions and Document Accessibility options to reach and communicate with all of your customers. Our experts and innovative technology gives companies the ability to strengthen workflow operations, increase customer satisfaction and enhance document management investments. We leverage 20 years of experience helping companies find solutions to complex document management needs. We have solutions to help you run your inkjet presses at full capacity, re-engineer documents on the fly, automate manual workflow processes, manage multi-channel customer delivery preferences, redact sensitive customer information, produce high-volume accessible documents, archive your customer communications and more.
CONTACT INFO: COMPANY: Crawford Technologies
Crawford Output Management solutions improve operational efficiency and ROI by reducing, and in many cases eliminating, the manual processes typically associated with reprints, transforms, multi-channel delivery, reporting, and tracking. This ability helps you respond to changing customer preferences toward multi-channel communications by delivering unparalleled solutions that streamline and automate your workflows. For Archive, we leverage world-class records management to comply with industry regulations, while storing hundreds of millions of customer communications in a single, unified archive. This allows companies to leverage universal print-stream archiving solutions across industries, business applications, print formats and document types. Our solutions classify, transform, index, and efficiently store all types of high-value customer communications. Our Enterprise Content Management (ECM) Solutions optimize your content distribution strategy with a seamless and cost-effective approach that consolidates and streamlines your high-value document output. Organizations can eliminate the bottlenecks associated with ECM content distribution, making it easy for you to access the documents you need, and output them to your customers in the format they prefer most. In the Document Accessibility area, our solutions and services produce alternate customer communications formats for your blind and partially-sighted customers, as well as those unable to read traditional print. Organizations can quickly transform transactional print documents to meet the ever-growing needs of an underserved portion of the population. Conversions include: Accessible PDF (PDF/UA); Braille; Large Print; Audio and E-text. With a wide array of solutions and expertise, we invite you to learn more about our company, people and solutions via www.crawfordtech.com/hotcompany.
H O T
CONTACT INFO: COMPANY:
he Next Generation in Document Generation At Eclipse Corp, we are experts at the next generation of document generation solutions. As technology evolves and business needs change, so must the systems that generate and manage enterprise documents. Antiquated approaches are no longer enough for today’s enterprise.
Our solutions change all that by helping companies leverage the data generated by legacy systems and applications as well as modern ERP and CRM systems and other line-of-business applications to create and generate affordable next-generation documents. With Eclipse you save money, build value and increase your return on investment in documents, technology and people. • Integration solutions for ISV’s and OEM’s • Solutions for Financial, Government, Healthcare, Insurance, Manufacturing, Telco • Solutions for Print Service Providers A 20 Year Overnight Sensation It took us over 20 years to become the newest sensation in the document generation game. And in that time we have worked with industry leaders in the manufacturing, healthcare, telecommunications, pharmaceutical, insurance, and financial services industries. While some solution providers focus on a single market vertical, we’ve built our expertise working with them all. DocOrigin — The Solution of Choice Our flagship solution is DocOrigin, an innovative and intuitive software designed for generating dynamic business documents. Originally developed by the people who created the JetForm/Adobe Central Pro Output Server products, DocOrigin is the solution of choice for enterprise organizations looking for the next generation of document generation. ISV’s, Print Service Providers, and Enterprise clients love the intuitive designer and powerful interactive and batch performance. Next Generation Approaches For years routine customer correspondence has been issued with relatively little thought to the strategic intelligence behind their design and messaging. We’re out to change that mindset. Our approaches and solutions are built from the ground up to accommodate today’s business needs, not yesterday’s. That means multichannel delivery and maximum flexibility — online, on paper and ongoing into the future. Enterprise Document Generation Experts Enterprise organizations count on Eclipse Corporation for the most innovative solutions and highest levels of expertise available. Contact us today to learn more about how we can help you save money, build value and increase your return on investment in documents, technology and people.
H O T
CONTACT INFO: COMPANY: FIS
leading technology provider for financial services, insurers and billers, FIS delivers integrated data, delivery and payment solutions for the full document lifecycle.
Used by some of the world’s most sophisticated banks, insurers and utilities — large and small — CSF Designer offers support for virtually any design to centralize your enterprise customer communication strategy. FIS deploys the suite via license, SaaS and ASP — with the ability to move between models as internal technology and customer facing application strategies evolve. CSF DESIGNER IMPROVES YOUR CUSTOMER EXPERIENCE A single template to deliver your Omni-channel communication — whether a document, marketing message, chart/graphic, email or text — wherever your customer desires. • Responsive design to optimize mobile viewing • Thin-client design and editing tools for business users • Wizards to target messaging and content by geography, demographics, transactions and more • Messaging hub to centralize marketing across paper, electronic, web and social media • Multi-lingual and User Accessible output support • Content on demand by user or system generated requests • Integration to EBPP and eBill distribution solutions with proven adoption strategies THE FUTURE IS NOT ABOUT DOCUMENTS Mobile and Web applications are rendering the concept of a document, as we know it, obsolete. FIS invests in its CCM solutions to meet the needs of its clients and their customers before the market shifts. CSF Designer is truly an enterprise communication tool that allows you to create: • • • •
High volume transactional documents for print and electronic delivery Web correspondence solutions Graphics and marketing messages accessible by print operations and web services Web applications that streamline agent and salesforce ‘in the field’ processes such as quoting, onboarding and claims management • Customer self-service through your online and mobile app strategies
H O T
anked as a market leader in Customer Communication Management (CCM) by analyst firms Forrester and Gartner, GMC Software Technology provides enterprise document workflow solutions that allow companies to improve the customer experience through more effective communications. From the simplest document design to the most complex, our GMC Inspire software handles a wide range of print and digital applications efficiently and accurately. GMC Inspire empowers businesses across all industries to implement customer communication strategies that build long-term, profitable relationships and have an immediate impact on top- and bottom-line growth. Bringing together what a business knows about individual customer preferences, behaviors and consumption patterns, it’s a single platform solution that provides a single view of every customer, making it possible to deliver coordinated, consistent communications on demand, interactively and in high-volume batches via print, e-mail, and/or the web.
CONTACT INFO: COMPANY: GMC Software Technology
By utilizing existing assets, legacy applications and investments in customer relationship management, GMC Inspire streamlines the communications process at each customer interaction. The result: lower costs, faster turnaround times, improved productivity and the ability to unlock the potential of your company’s data. Our clients typically achieve a return on their investment in just 6 to 12 months. Results like this are just one of the reasons Forrester believes that GMC’s CCM business is growing faster than the overall market. (Source: The Forrester Wave: Document Output for Customer Communications Management, Q1 2014) We’re proud of our history of enabling businesses to execute cost-effective customer communication strategies that engage clients at every touch point. Now we’ve taken that capability a significant step further with the introduction of Dynamic Communications. It’s a game-changing technology within the GMC Inspire platform that meets the needs of customers wanting to interact with their documents online and through mobile devices in a highly personalized way. Our strength as a partner comes in the fact that we offer comprehensive software solutions — and more. GMC’s expert professional services team can provide the consulting, training and support needed to implement a communication management system aligned with your business strategy. Let GMC’s years of experience go to work for you. To learn how we can help your CCM success, visit us at www.GMC.net.
Jamie Harris leads GMC’s Diversified Services, driving GMC’s North American initiative to enlarge its presence in the telecommunications, utilities, retail, transportation and government sectors. Additionally, he will continue fostering the impressive success GMC has already established in gaining market leadership in the print service provider (PSP) industry.
Harris started his career in the document industry in 1999 as the North American director of sales for ISIS Papyrus. He left to become regional sales director at Exstream Software where he quickly became vice president of diversified services. Harris provides the experience important to assisting enterprises of all sizes achieve the significant return on investment that having the right CCM tools can deliver in terms of customer experience, retention and reduced costs.
H O T
CONTACT INFO: COMPANY:
icon Communication Dynamics, Inc.
con Communication Dynamics, Inc., is the US and North American subsidiary of icon Systemhaus GmbH and has been formed to bring best-of-breed Customer Communications Management (CCM) solutions to the US and North American market. icon Systemhaus GmbH, founded in Stuttgart, Germany, has been offering comprehensive customer correspondence solutions to leading insurance companies, banks, utility companies and industrial companies since 1995. icon’s DOPiX suite is the leading CCM product in Germany and prominent in the EU and Central European countries. Product areas currently comprise enterprise document creation, content integration and output management. These solutions are vital to the conduct of today’s global enterprise. icon’s business-first consultants are expert at implementing state-of-the-art document creation and output technologies to produce outstanding ROI and customer satisfaction. Leveraging its extensive CCM domain experience, enterprise business knowledge and IT skills, icon enables client organizations to consistently deliver the best communications experience with their customers, partners and employees at market leading price-performance levels. DOPiX covers the complete range of individually oriented, interactive, process-integrated and high-volume functionalities and is used for the most sophisticated types of customer communication utilizing all physical and electronic output channels. DOPiX is a standard software suite for creating and formatting all kinds of documents, such as business correspondence, invoices, insurance policies, quotations, contracts and many more. DOPiX is application and platform independent including the IBM mainframe platform and can be accessed quickly and securely by any business application via standard communication interfaces and protocols. Worldwide support can be provided from icon’s US base or icon’s combined EU support team and supplemented with regional partners. All icon products have a common set of benefits: • • • • •
easy to use and integrate minimal training requirements flexible and scalable configurable locally or centrally hardware independent
• based on open standards • multi-lingual support • designed to optimize the user experience while enabling the right amount of corporate control whatever the channel.
icon understands business processes and domains (with experience across most industries) and speaks IT too — but will only do that with the customers IT staff! And icon’s consultants are ready to demystify the jargon, helping unlock opportunities and work where ever the customer is located. It all starts with a vision for the customer experience... let icon help you create it.
H O T
CONTACT INFO: COMPANY:
ISIS Papyrus Software
SIS Papyrus Software offers integrated enterprise software solutions for personalized customer communications and business process optimization in banking/ finance, insurance, utilities/energy, telecom, healthcare and the public sector.
One Company — One Voice A common platform seamlessly supports high-volume, on-demand and interactive document applications to centrally manage, administer and deploy document resources, data and definitions for all types of business documents and users. Consolidating inbound and outbound communications with processes linked to enterprise systems, the Papyrus Platform enables your organization to interact with customers as a unified entity. Business Applications for Customer Communications More than 2,000 enterprise organizations worldwide use Papyrus standard software for business applications to optimize customer communications and billing, multichannel document delivery, adaptive case management (ACM) and intelligent capture — providing a complete Customer Engagement Platform: ATTRACT ACQUIRE CARE RETAIN MANAGE
Marketing with personalized campaigns Optimizing the entire sales and contract lifecycle High-performance, 360-degree customer service Proactive back office operations Corporate management dashboard
The tightly integrated capabilities of Papyrus support rapid development, deployment and maintenance of customized applications to define and simplify business processes, improve productivity, strengthen compliance and speed performance improvements. • Simplified Integration • Single-source, Cross-channel eDelivery
• Interactive Business Correspondence • Mobile, Handheld and Social Support
Industry Recognition Experts in business and customer service technology evaluate the Papyrus Platform positively for leading capabilities across document output, CCM and DCM/ACM, including: The Forrester Wave: Document Output for CCM, Q1 2014 Leader Broad vision supporting ECM, CRM, analytics, event processing, & BPM The Forrester Wave: Dynamic Case Management, Q1 2014 Strong Performer Drives adaptive innovation in the DCM market
H O T
CONTACT INFO: COMPANY: OMI
MI was founded in 1999 as one of the first Software as a Service (SaaS) providers in the Customer Communications Management space. Since then, OMI has become a trusted source for innovative, cloud-based customer-facing platforms that improve brand loyalty and engagement across a number of industries including: Financial Services, Healthcare, Insurance, Manufacturing, Utilities and more. With over 15 years of delivering services in the cloud, our breadth of knowledge and experience is second to none. Our proven expertise allows us to immediately assist customers in developing solutions and platforms with real value. Clients ranging from seed stage startups, to Fortune 1000 companies, trust OMI for cloud platforms that drive revenue, boost brand loyalty, and bring about bottom-line improvements in performance. What We Do Our engagement platform 366° Degrees — a single cloud-based platform to manage all of your customer communications, no matter what form they take. The 366° Degrees platform provides organizations with the ability to centralize, manage and improve all their customer communications, and drive more intelligent and profitable marketing through the cloud. Companies from all industries can easily reach across multiple communication channels and quickly analyze the effectiveness of their customer engagement. The fundamental benefit of 366° Degrees is that it is a platform to enable more strategic and thoughtful activity behind how your company engages with customers on an ongoing basis. Drive deeper levels of engagement by centralizing disparate systems and processes surrounding transactional, marketing, and social communications that improve customer and brand experiences. Since 366° Degrees is designed for delivery to multiple channels, it allows organizations a single source view of all communications being distributed to customers. Engage Today For us, it’s all about improving engagement between our client’s brand and their customers. We work to deliver cloud platforms for customer engagement that matters. We have a history of managing tens of millions of communications each month through our services, across a wide variety of industries. OMI approaches engagement from all aspects of our client’s communications — from outbound communications to inbound communications — allowing for a true measurement of interaction and engagement.
H O T
aloma Print Products — a document testing automation pioneer — offers the only true end-to-end document testing automation solution.
Paloma’s flagship solution — Print Perfect — automates labor-intensive, costly, and error-prone manual document testing processes. Print Perfect users perform document comparisons digitally, in a fraction of the time required by manual processes. Not only does Print Perfect cut document testing time/cost by up to 75%; it also allows document applications to be tested more thoroughly, substantially reducing risk for companies that present sensitive financial or personal customer information in their documents. Print Perfect consists of two primary software modules — STREAMdiff and Switch. STREAMdiff is a print stream comparison software module 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 document creation packages, or compare one print file type to another. For example, STREAMdiff can compare Xerox© Metacode files generated by the Oracle© Documerge policy assembly software to Postscript files generated by the HP Exstream© document composition software. Switch is a testing workflow automation module used to design and implement productionready automated document testing processes. From the automated launching of 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 fastest document testing processes by minimizing the need for manual intervention. Switch also ensures that automated document testing processes are running productively much sooner than is possible with solutions which include no workflow automation tool. Whether you print your own documents or produce documents for other companies, Print Perfect will save you time and money while ensuring you produce the highest quality documents.
EXECUTIVE PROFILE 30
“Joe Pigeon is President, as well as a founding member, of Paloma Print Products. With more than 22 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 testing 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 testing automation solution, 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
H O T
CONTACT INFO: COMPANY:
Organizations turn to ProConversions to automate their most difficult, manually intensive business processes, including processing medical claims and invoices. The Right Stuff ProConversions identifies and implements the right combination of enterprise content management (ECM) software, hardware, professional services, and outsourcing to handle any business process automation (BPA) challenge. Results: • Enhanced management visibility into processes — often for the first time • Maximized employee productivity • Competitive advantages in customer service Information Capture, Mobility & BYOD Whether from paper, email, fax, or e-forms, we streamline how this critical information is ingested into your business processes. We also deploy advanced capture technology like optical character recognition (OCR) and automatic document classification to extract information. We’ll even help you identify the right mobile capture strategy, beginning with our “Bring Your Own Device” Mobile Assessment. Workflow Automation Once information is captured, we create workflows to automatically route documents for processing, to track progress and to provide management visibility on employee productivity and bottlenecks. Workflow software also catches missing documents and helps ensure processes are completed in a timely manner. Document & Records Management Whether in software, the cloud or a hybrid of both, we will identify the right short- and long-term document repository that ensures instant access to critical information. Added benefits include audit trails, document retention scheduling, version control, and ensuring business continuity. ProConversions: Not for Everyone Our award-winning team is in high demand, so we can only work with those clients who see the value in exploring how technology, when implemented with the level of expertise we offer, can fundamentally change their organization for the better. If this sounds like you, please get in touch with us. About Our Founder As founder and president of ProConversions, Michael Gaudino leverages his 20 years of ECM and BPA experience to implement document capture, workflow automation and document management solutions throughout the Northeast. Previously, Michael worked for Bell + Howell and Pfizer Pharmaceuticals following his graduation from Bryant University.
H O T
Expert Help with Your CCM Transformation Customer communications are moving up the enterprise agenda. Many organizations are embarking on a comprehensive CCM transformation, moving from a legacy, print-oriented world to embrace the latest multi-channel platforms with advanced personalization capabilities. Yet research conducted by Saggezza in 2014 revealed serious obstacles to achieving the ‘holy grail’ of multi-channel communications: limitations of existing platforms, lack of skilled engineers, pressure of regulatory demands, and — inevitably — budget constraints. (This research is available from Saggezza upon request). Saggezza can help Saggezza can help you transform your customer communications by unlocking the power of your enterprise data, and navigating your path to a multi-channel personalized world. With a specialist team focused on CCM and document composition excellence, Saggezza can help you: • Manage your move to multi-channel: If you need to shift from legacy, paper documents to a modern, multi-channel platform, Saggezza can help you choose and implement the right solution. • Enable real-time personalization: Saggezza can help you access your critical enterprise data to personalize and differentiate your customer communications. • Innovate for a new era of CCM: Saggezza can customize your CCM platforms to better meet your needs, developing innovative additional functions that give your organization a competitive edge. • Deliver specialist skills when you need them: With industry-leading expertise in all the major platforms, Saggezza can provide extra resource to smooth out peaks and troughs and to fill any short-term or long-term skills gaps. Contact Saggezza to discuss your CCM challenges and hear about case studies including print applications migration, big data technology to dramatically reduce high volume data processing times, or automated document testing. About Saggezza Saggezza is a global technology solutions provider. We help our customers use technology to accelerate growth and uncover new opportunities. We offer a user-centric experience, an R&D mindset, and an outcome driven approach. Our expertise includes user experience design, big data analytics, customer communications management, and open enterprise. We have offices in North America, Europe, and Asia. For more information, visit www.saggezza.com.
Arvind Kapur, Co-Founder and Chief Executive Officer A career entrepreneur, Arvind is passionate about technology and the art and science of managing fast-growth companies. At Saggezza he endeavours to foster a culture of innovation, in turn maximizing value for Saggezza’s customers.
EXECUTIVE PROFILE 32
Arvind said: “We observed interesting new trends developing in the market place. There were elements of design from companies like Apple, marrying with mobile, social, cloud, and analytic technologies. My co-founder, Socka and I knew that we could be leaders in the emerging technologies space and formed an eclectic and diversely trained team to execute our vision, thus the birth of the Saggezza family.”
CONTACT INFO: COMPANY: Saggezza
H O T
CONTACT INFO: COMPANY:
One single automated solution for creating, processing, delivering and securing critical communications. Uluro is the most comprehensive automated document production software on the market for creating, producing, delivering and tracking critical customer communications. Uluroâ€™s suite of solutions, incorporates all processes of the document production workflow into a single platform allowing clients to realize several key benefits around operational efficiencies and quality assurance. Utilizing preference management, uDeliver provides a single platform to satisfy delivery preferences for integrated paper, web, tablet, or mobile communications and provide custom web portals for online payments and other services. People always want choices. uDeliver lets end-customers choose how they receive each communication. Whether it is email, fax, voice communications, or text messaging, Uluro allows the customer to choose how they want to receive communication. Convenience and ease-of-use. These are the keys to successful multi-channel customer communications that Uluro delivers. Innovative solutions like uSecure and SmartDelivery, address industry-critical issues specific to the persistent protection of confidential data and the risk associated with regulatory compliance. Our award-winning product, uSecure, provides a level of security not previously available for protecting digital assets through the utilization of Smart Data solution for complete data protection. SmartDelivery, a secure delivery solution, provides the convenience of email delivery, coupled with meeting the security and tracking requirements of various compliance regulations. Transformationâ€™s mission is to provide our clients with innovative solutions that provide them a competitive advantage within their respective markets. About Transformations Inc. Transformations is a developer and provider of industry-leading innovative software solutions for manufacturing, service providers and distribution centers throughout the country. Transformations creates industry leading solutions to ensure that our clients have a competitive advantage in their industry.
H O T
CONTACT INFO: COMPANY:
Xpertdoc Technologies Inc.
pertdoc Technologies is a Montreal-based software company that provides modern, innovative document output and customer communications solutions. The first to market with an enterprise-strength business software leveraging Microsoft’s .docx file format in 2007, Xpertdoc now has over 200 customers worldwide. It serves the insurance, financial services, manufacturing, real estate and public sector industries. The Xpertdoc Customer Communications Management Platform The Xpertdoc document creation and CCM solution enables its clients to meet today’s demands for highly personalized communications delivered through customer-preferred channels, on premise, on the cloud and as a hosted offering. Its multi-component CCM platform integrates seamlessly with enterprise core systems, providing batch, real-time and interactive delivery to print, e-delivery, mobile, ad-hoc and on-demand channels. Patent-pending migration tool The Xpertdoc CCM suite includes the unique capability of 100% automated migration of content, rules and formats with full backward and forward traceability to the original legacy forms. With an interactive BI dashboard and comprehensive reporting, this fully automated approach to migration enables the ultrarapid extraction and conversion of tens of thousands of documents, minimizing the time requirements and risks inherent to manual processing. Voted most signification innovation of the year by 230 insurers for its migration tool Ease of use and speed of deployment IT-friendly and designed for business users, the Xpertdoc CCM suite provides configurable business rules for personalization, multiple jurisdictions and multiple languages, leveraging the familiarity of Word. It helps organizations streamline the processes of document output and management, remain compliant with regulatory changes, and take advantage of powerful customer engagement technology… better and faster. Winner of the XCelent Functionality 2014 award
Improving business processes • Shorter production time • Reduced compliance risk • Consistent branding and messaging • Channel preference management
• • • •
Improved customer response times Cross-departmental collaboration Business user enablement Lower TCO
H O T
DOCUMENT Summer 2014