The customer communication management CCM Project for the largest superannuation company in Australia seeks to start the strategic implementation of a new Quadient Inspire CCM Platform which eventually serve the organisation as single fully integrated platform for all communications to be ready for multi-channel delivery including Print, Email, SMS, Mobile, Web etc. The Quadient Inspire CCM platform will also empower the organisation for operational monitoring & governance of these communications.
The client is one of Australia’s largest industry funds providing superannuation, advice and retirement solutions to those who teach, nurse, care, respond and help others in Australian communities. The client was established in 1992 to provide for the superannuation and retirement needs of NSW public sector employees and their families. In 2006, the client opened doors to everyone, providing low-fee, low-maintenance super for all Australians. In 2011, they merged with Health Super to create one of Australia’s largest super funds. The client currently manages a combined asset pool of $125 billion on behalf of our 1.1 million members and clients.
The client currently uses many solutions across the group to provide correspondence, marketing, print and electronic communication solutions to their end customers. They realized that the future of communication will have a heavy reliance on digital channels of correspondence as well as flexibility to change presentation and content of correspondence with minimal time, effort and cost. This changing business demand includes:
The Quadient Inspire CCM Solution will empower the organisation to design, produce and manage personalised communication and deliver these items through a range of delivery by empowering them to use new digital channels on one hand while retaining the traditional ways intact on the other hand.
The Quadient Inspire CCM solution will integrate with their core business applications and business event triggers. The platform will empower the organization towards a Multi-Channel Delivery including Print, Email, SMS, Mobile, Web etc. The delivery engine to track, retry and deliver the content to the right channels based on customer preferences. It will also help the organization towards Operational Monitoring & Governance including auditing, cleansing, tracking and reporting. The platform will also empower the organization to manage customer preference including profile, preference, choice, consent etc. to make digital adoption as smooth as possible. Captured and managed via digital channels and continuously optimized (analytics) to ensure the relevant comms are sent to customers using their channel of choice.
Quadient proposed solution, based upon its industry leading Inspire Customer Communication Management technology stack was selected by the client. The platform helped the client to maintain highly configurable omnichannel communication content. The platform enabled the configuration of complex business logic to create personalised communications from a data payload; and
The simplified users experience of the solution also empowered the business users to improve agility and management of customer communications and interactions, allowing non-technical business users to quickly and easily accomplish tasks to support customer communication strategies.
Quadient Inspire Interactive empowered business users to have control over the tickets and templates to make necessary changes on need basis to communicate with the customers with the right messages. The client’s customer communications team to review the output in every format for fast approvals and ensure brand consistency and compliance as well.
Quadient Inspire Designer, Inspire Content Manager (ICM), Inspire Scaler and Inspire Interactive
Total of 86 main communication templates including master templates, main templates, Dynamic and statis Enclosure and forms were successfully developed under phase 1 of the project in 5 months. Digital Business People assisted delivery of the project along with Quadient Australia.
Digital Business People Pte. Ltd. is a technology outsourcing firm helping brands and businesses’ digital transformation with a key focus on omni-channel customer experience and engagement management. Founded in 2018, the company is headquartered in Singapore and has its offshore development centres in India. DBP offers a wide spectrum of solutions that include Customer Communication Management (CCM), Web Content Management (WCMS), Campaign Management, BI & Analytics, Robotic Process Automation, CRM, Application Development and Managed Services, Cloud Deployment and Management Services amongst others. The company believes that both internal and external customers connect, through future ready technology solutions are a critical component of any business. DBP’s services and partnerships are centred around this philosophy. The company has strong partnerships with some leading global companies namely SAP, Quadient, Adobe, Microsoft, Sitecore, Intense Technologies, XpertDoc, Objectif Lune, Sisense, and Dimensional Insight amongst others. DBP has been listed amongst the Top 20 salesforce consultants in Singapore and is also a member of Singapore Fintech Association. Visit https://www.dbppl.com/ for more information.
Quadient is the driving force behind the world’s most meaningful customer experiences. By focusing on four key solution areas including Customer Experience Management, Business Process Automation, Mail-Related Solutions, and Parcel Locker Solutions, Quadient helps simplify the connection between people and what matters. Quadient supports hundreds of thousands of customers worldwide in their quest to create relevant, personalized connections and achieve customer experience excellence. Quadient is listed in compartment B of Euronext Paris (QDT) and belongs to the SBF 120 index.
For more information about Quadient, visit quadient.com/connections.