Insights and Case StudiesInsights and case studies on CCM digital transformation
At Solution Dynamics, we want to help businesses achieve more by sharing insights, information and case studies on ways to transform their customer communication delivery. Our focus is on locking in new, improved customer communications management (CCM) and delivery processes through the implementation of proven workflow solutions and integrated technology. It’s about making digital transformation an enabler of future business success and learning how businesses have been able to achieve tangible business benefits as a result.
Insights into Industry Proven Customer Communications Delivery Solutions
Case Studies of Improved Customer Communications Delivery Solutions
Digital asset and marketing campaign management
“Solution Dynamic’s DAM solution found a way to lift our efficiency through creative process and system solutions.”
– Mike Burke, National Activation Manager, Lion
Multi-channel customer communication
“We increased peace of mind, reduced costs and increased revenue”
– Jonathan Engle, General Manager, APAC, Software of Excellence
European Bank – Digital document archive and retrieval
“We have seen a reduction in our operating costs and a significant increase in customer satisfaction, which will continue to grow as we further develop the services we can offer using Solution Dynamic’s Communication Logistics solution.”
Printers and Agencies
Online Ordering and Delivery Solution for Stationery, Direct Marketing and Point of Sale items
Solution Dynamics has developed solutions for a number of service providers, from printers to advertising agencies, helping them to streamline their customer communications and service delivery.
The solutions for printer providers enable them to deliver an advanced digital asset management and automated workflows to their customers. It facilities the online ordering of stationery (eg personalised business cards) as well as offering access to brand compliant templates for DM collateral and point of sale.
Likewise, for agencies a solution that enable them to deliver an advanced digital asset management and automated workflows to their customers.
For service providers, with the right technology smarts, they are able to streamline their customer communications delivery and thereby, exceed service expectations, increase revenue streams and turn their customers into promoters of their businesses.
Debt Collection Company
Streamlined Interactive Customer Communications Delivery Solution
For a debt collection company, often the only prompting a debtor needs to pay up is communication that a debt recovery expert has been appointed. Plus, a more personalised approach to the whole interactive communications/management process.
Solution Dynamics has developed a solution for a debt collection company and enabled them to streamline their internal and external customer communications management processes.
At its core is an advanced archiving and centralised/online communications repository that solves the challenge of dealing with large volumes of inbound and outbound customer communications. Then by providing their internal team with the means to easily cross reference key information across their entire client base, plus access to predefined, brand compliant, templates for updating relevant forms and letters, the debt management process was made simpler and faster. Plus by using the omni-channel delivery process, they were able to ensure communications reached their clients across the channels they preferred (mail, email or SMS).
By automating and streamlining their customer communications management, the company has not only increased their debt client engagement but also their recovery rate. Plus, by closing a technology gap, gained time and cost efficiencies.
Inbound & Outbound Customer Communications Management Solution
Solution Dynamics has helped an insurance company solve the challenge of managing large volumes of inbound and outbound customer communications, with an advanced archiving and streamlined communications management solution.
Plus, with the provision of the centralised/online customer communications repository, the insurance company’s internal teams have been empowered with all relevant communication details at their fingertips and this has resulted in improved service delivery and satisfaction levels for the company’s customers and themselves.
For the insurance company, by automating and streamlining their customer communications, it has also provided significant time and cost efficiencies across these stakeholder communications management processes.
Automated Customer Loyalty Programme Management Solution
Solution Dynamics has developed an automated solution to streamline the management of an international airline’s customer loyalty programme.
For the airline, the implementation of this solution has resulted in increased customer retention plus greater lifetime value. Also , by having the right technology and a solution that reduced complexity plus provided powerful and easy to use functionality, resulted in significant time and cost efficiencies across the whole customer loyalty programme’s communications and management process. Getting the desired results quicker, also came from the experience and support Solution Dynamics was able to give the airline through the implementation phase and on an on-going service delivery basis.
Online Product Information & Point of Sale Delivery Solution
Solution Dynamics has helped a consumer-goods manufacturer improve sales conversion and drive revenue generation by implementing an integrated digital/ media management, automated workflow and publishing solution.
The solution allows sales reps to have accurate product information at their fingertips and as a result, they’re more empowered to guide and assist their customers in their buying and promotional journeys.
In turn, for their customers (retailers, bars, restaurants and their agencies) by having access, via an online portal, to up-to-date product imagery, associated product information and brand compliant marketing collateral templates, the whole product catalogue and promotional production process has been streamlined. It’s made it more personalised plus simpler, faster and more cost effective.
Omni-channel Patient Communications Delivery Solution
An automated solution to streamline and personalise the management and delivery of dental patient communications (eg appointment reminders/bookings, up-sell opportunities and dental care products), was developed by Solution Dynamics for a chain of dental practices.
It was not only designed to develop the relevant content based on patient’s dental health needs, behaviour and interests but also, deliver it across the omni-channels patients use today (mail, email, sms).
This helped the chain drive increased patient and physician engagement plus, significantly increase revenue generation across practices as a result. Also, by closing the technology gap in their stakeholder communications management, they were able to scale it across the chain and in doing so, achieve significant gains in efficiency and cost reduction as a result.
Personalised Transactional Customer Communications Delivery Solution
Solution Dynamics has provided a utility provider with a solution to streamline the personalisation, print management and delivery of large volumes of customer transactional communications (invoices and statements) to customers on a monthly basis.
With delivery managed across both traditional mail and email channels, the utility provider has not only increased customer service satisfaction levels, but also reduced complexity across internal production/delivery processes.
Plus through automation, the utility provider has achieved significant time and cost savings across the whole customer communications management process and this has provided their team more capacity to focus on other business priorities.
Online Point of Sale Ordering and Delivery Solution
Solution Dynamics has helped a national fast food chain streamline the production and delivery of marketing materials (including dm and point of sale) with an advanced digital asset and automated marketing workflow solution.
By providing access to an on-line portal, store management can populate pre-defined, brand compliant, marketing collateral templates and push them through the print and delivery processes. This has provided the franchise stores with tools that make it easier, more efficient and timely, to manage their promotional activities and as a result drive increased revenue generation.
For the chain, it has allowed them to gain access to full print management services, access bulk print cost savings, plus ensure brand standards are maintained throughout the whole marketing production/delivery process. Plus, transform a franchise business through customer-centric technology focused automation.
Global Personalised Alumni Communications Delivery Solution
Solution Dynamics has provided a university with an automated and easy-to-use solution to deliver regular personalised communications to keep their global alumni engaged.
With their alumni spread across the world , access to an online content generation portal and using pre-defined brand compliant templates, personalisation for different countries is made easier and delivery faster.
Plus as a result of Solution Dynamics global print and omni-channel delivery supply partnerships, the university has their personalised alumni communications either printed and delivered across multiple countries (New Zealand, Australia, Asia, Europe, USA) or dispatched via email.
Online Committee Election Communications Delivery and Management Solutions
Solution Dynamics has developed a solution that provides a hosted, cloud-based online voting platform for a school’s board and committee elections.
The solution enabled far greater participation in elections than the school had achieved with the paper based mail-in process used in the past. The advanced data smarts, made the results collation process easier and faster. Participants also enjoyed the convenience and security features of the online solution.
The school also benefited from closing a communications delivery technology gap, as well as the efficiency gains made across a more streamlined election management process. It was made simpler, faster and more cost effective.
Not For Profit
Personalised Donor Communications Delivery and In-bound Communication Management Solutions
For charities, compelling communications are not only important when talking about your cause but also, to drive more donations and maintain on-going engagement.
Solution Dynamics has developed a comprehensive solution to streamline the stakeholder communications delivery for a charitable, non-profit organisation. Print is still recognised as a very important medium for charities, because supporters trust this form of communication when they are being asked for donations. The print management component of the solution enables outer envelopes to be customised and inner communications personalised. Plus, manages the in-bound communications process, by digitally scanning the information received on forms. Charities also recognise that the immediacy of digital communications allows supporters to give in the ways that are most convenient to them. For email and SMS deliveries, content building is made easy with access to brand compliant templates that will look great on every device and a drag-and-drop dispatch process, so much simpler and faster.
For the Charity, reaching the largest audience possible comes from the most cost effective way to do this. With the right technology, data smarts, personalisation and combining omni-channel delivery (print, email, sms), campaign management has been made easier and faster. A full print management service and efficiency gains across the whole communications management process have also provided cost savings.
Omni-channel Pet Owner Communications Delivery Solution
An automated solution to streamline and personalise the management and delivery of pet owner communications (eg appointment reminders/bookings, up-sell opportunities and pet care products), was developed by Solution Dynamics for an international chain of vet practices.
It was not only designed to enable them to develop relevant personalised content based on pet owners’ pet care needs, but also, deliver it across the omni-channels used by pet owners today (mail, email, sms), as the chain has operations in the United Kingdom, America and the Asia Pacific region.
It has helped the chain drive increased pet owner and vet engagement plus significantly increase revenue generation across international practices as a result. Also, achieve time and cost efficiencies through a scaled technology-based application and Solution Dynamics international print management and omni-channel delivery supply partnerships.
Investor Services Bureau
Personalised Investor Communications Delivery Solution
Solution Dynamics has provided an investor services bureau with a streamlined solution to manage their clients’ and in turn their customers’ individual investment/shareholding communications.
With a content management workflow, advanced data services for personalisation and omni-channel delivery framework (mail, email), the integrated/automated solution not only simplifies management processes but also reduces time to complete communications delivery.
For the investor services bureau, not only has the solution allowed them to close the technology gap in their communications management infrastructure but also, deliver personalised omni-channel experiences faster and at reduced cost. Increased service satisfaction levels for their clients’ and in turn engagement levels for their customers’ were significant gains and they believe a stakeholder communications solution that gives them a competitive edge.
Investment Management Company
Personalised Investor Portfolio Communication Delivery Solution
In sales and marketing management today, personalisation is acknowledged as the most focused form of targeted marketing and known to demonstrably increase customer engagement, sales conversion and customer retention.
Solution Dynamics has developed an innovative and secure solution for an investment management company. It utilises the smarts of our automated workflows and integrated data and print management services. Thereby, enabling personalised printing throughout customer communications material and advanced print finishing and delivery services.
For the investment management company, this solution has enabled them to deliver a truly individualised investment portfolio to each of their customers. Plus, by closing a technology gap in their sales and marketing delivery, they have facilitated further revenue growth and set themselves apart from the competition.
Digital asset and marketing campaign management
MANAGEMENT OF LION’S MARKETING ASSETS AND CAMPAIGNS ACROSS MULTIPLE MEDIA, GEOGRAPHIES AND PERSONNEL WAS SLOW, TIME CONSUMING AND EXPENSIVE.
Lion is a leading beverage and food company with a portfolio that includes many of Australia and New Zealand’s favourite brands.
- Without a central repository for product information, any changes to marketing materials required manual work from a centralised design team.
- Marketing assets were created and held by multiple suppliers, with no record kept of who had what. This made finding and accessing assets difficult for marketing and sales teams when creating campaigns.
- Images were created and held in different formats depending on the supplier and current need. The design team had to reformat for different campaigns or medium.
- Any minor change to a campaign to customise to a retailer required the sales rep to request a central design team to make the change.
Lion needed a tool that would hold all product information and marketing assets, enabling authorised users to create and publish customised campaigns across any media (eg website, email) using browser access for remote teams.
Lion found only two possible global suppliers who could meet their specific need.
Selecting Solution Dynamics as their partner because of the cost-efficiency of their Digital Asset Management (DAM) solution, a review was undertaken to understand processes, procedures and how the product could eliminate the issues that Lion was facing.
“[The Digital Asset Management solution] found a way to lift our efficiency through creative process and system solutions,” says Mike Burke, the National Activation Manager for Lion.
DAM is a cloud based marketing workflow and publishing solution that centralises storage of assets and allows authorised users to create customised materials using templates. Access is via web browser, enabling sales reps, remote marketing teams, suppliers and even customers to create controlled marketing materials.
The Digital Asset Management solution reduced lion’s costs significantly, on both hard and soft expenses.
Since the Digital Asset Management solution was introduced, the company is saving time by using super templates and no longer has to access these through the design team. For one-off campaigns they use templates that are set on demand which targets marketing, rather than sales reps, so anyone in the company can print posters, instead of waiting for them to be distributed which also saves time, money and makes the process much more efficient. Lion can now generate sales from DAM and create point of sale materials using super templates.
- Lion now has control over all of their assets, kept in one central repository.
- Multiple-channel publishing enables Lion to take their intellectual property and push it to any channel they select.
- Lion is now saving time and money, as there are no charges for uploading or downloading marketing collateral.
- The brand is consistently executed across all media and retailers.
- Time to market for campaigns has been significantly reduced.
- Errors have been dramatically decreased.
- Sales reps can automatically produce print material for their customised campaign by working through their CRM Siebel and selecting what campaign they want to run and to which retailer. Printed outputs (eg posters, flyers and price tickets) are automatically created and sent.
SOFTWARE OF EXCELLENCE
Multi-channel customer communication
As a world leader in Dental Practice Management software which enables automation and customised patient communications, Software of Excellence (SoE) wanted to provide their customers with an easy to use multichannel communication tool (ie email, SMS and physical mail).
- Dental practices typically handle communications with their patients in a manual, time consuming and expensive way. The cost and hassle meant that dentists were not communicating with their patients as frequently as they needed to with recall reminders.
- With physical mail providing additional cut-through compared to only using email and SMS, SOE wanted to provide dentists with a solution that enhanced their communication, thereby helping the practice to grow their revenue by increasing the rate of recalls (return visits by patients) and existing patient marketing opportunities.
- Software of Excellence General Manager APAC, Jonathan Engle, said “The inherent challenge of traditional mail has traditionally been cost and physical handling, but at the same time addressed letters are highly effective for capturing people’s attention and getting better recall outcomes.”
As a software developer, SOE could develop a solution in-house, but lacked expertise in multi-channel communication and had no existing relationships with mail house processing suppliers.
SOE adopted Solution Dynamics’ solution to reduce the mailing and handling costs of physical mail for each practice and take the ‘human factor’ out of the mail preparation process.
Integrated into SOE, this solution enables the dental practice to create, approve and activate multi-channel communications to end customers. The production and despatch of the communication is handled automatically – whether email, SMS or physical mail.
“With this technology we’re doing three things simultaneously – increasing peace of mind, reducing costs and increasing revenue” Jonathan said. “We’re taking a multi-channel approach because everyone is different and they respond in different ways. This also reflects that better recall effectiveness means better revenue performance for dentists.”
Dental Practices can now automatically use 3 different media (email, SMS and physical mail) to communicate directly with their patients. This has driven recall effectiveness to more than 85%, a critical factor in the financial success of a practice.
The increase in patients returning to their dentist has made the cost of the solution a great investment. Adoption by each practice has met ambitious expectations, with high usage driven by the excellent ROI each practice is achieving.
After the outstanding success of the solution in Australia and New Zealand, SOE launched into the UK in 2015. Work is under way to add additional tools which will further help practices drive increased patient visits.
Digital document archive and retrieval
A LARGE EUROPEAN FINANCIAL INSTITUTION WAS SENDING AND RECEIVING CLIENT COMMUNICATION USING MULTIPLE APPLICATIONS.
Every day branch offices would receive countless enquiries about communications but they were only able to deliver transaction listings printed from their mainframe application. What’s more, the bank was producing more than one hundred million pages per year and planned to back archive an estimated one billion documents. The bank needed a centrally based, consolidated online archive and retrieval solution to initially service staff and their customers.
The Communication Logistics solution is a web-based solution enabling efficient storage and high speed retrieval of large volumes of documents.
It manages all types of personalised documents including letters, invoices, bank statements and cheques. Using an open interface for easy integration to 3rd party systems (eg SAP), the Communication Logistics solution can scale to any customer requirement. Solution Dynamics developed a suite of tools based on the Communication Logistics solution to provide transactional management, archival, compliance and reporting for communications. We interfaced to their various data sources to provide a solution that gave them a “single customer view”.
The solution is used by the call centre, bank staff and customers via the internet. It therefore had to be fast and efficient so that 4500 customer-facing staff members could make constant use of the system in 399 branches. All inbound and outbound communications are now archived by the Communication Logistics solution. Inbound communications are tagged, indexed and stored against a customer record, including physical mail. Outbound communications are automatically stored, with any generic attachments linked to the record rather than duplicated.
The bank can now easily and efficiently manage, distribute, store and collaborate documents either in-house or online, with a 100 per cent true reproduction of the original document.
- A branded front end was designed for the bank to remain consistent with their corporate image.
- Staff and customers now have access to searchable communication dating back to 2001.
- The results are merged, sorted and returned to the user as a single list, typically with the most recent documents at the top of the list.
Over the period that Solution Dynamics and the bank have been working together, the organization has been able to dramatically change its business model to reflect the needs of both its staff and customers. A reduction in manual processes and the archival of huge quantities of back data has also reduced operational costs. Clients now prefer electronic delivery of communication because they know communication is easily accessible via customer portal.
- Over 1 billion documents archived.
- 10 million documents archived per month.
- 2500 document searches per hour.
- Customers can view 10 years of statement history