A response is created • • • •

Personalization is not only required for the outgoing document but also for the incoming communication and the follow-on process. Each customer’s response pattern is unique.

As always, not quantity is relevant but quality. If you lose only one hundred of your most valuable prospects or customers you might be losing a substantial percentage of your future revenue.

1. Fully Automated

Due to the status information of each received communication task the agent analyzes the defined rules to perform the appropriate processing for this task.

Fax reply form was received with:

A response letter to the customer is automatically generated

selection of hotel and booking request

confirming hotel reservation

selection of event date and length of stay

confirming dates

selection of specific product information material

referencing the requested material enclosed

2. Manual Response

• A response classification automatically selects a letter task.
• The user is guided through selection and modification of the letter.
• The letter text is edited where authorized.
• Previewing the letter by the user.
• Approving or rejecting the letter by the approver.

The user can select or deselect letter elements and distribution options. The letter was defined by the administrator to be assembled from a number of elements of different types. By using the parameters in the template the administrator has defined which changes the user is allowed to make. Rules as to which elements are exclusive are checked. Data fields, used as letter variables, have range definitions so that the user cannot type in wrong data. Other rules verify that the letter can only be produced when certain conditions apply.

3. Automated processing through CRM

The response information is passed to the CRM system, or the CRM process is handled by Papyrus Objects.

4. Automated response with user intervention

Papyrus generates an automated response and routes it to the user
for further manual intervention.

Letter Preview and Edit
To actually create and preview the letter, the Papyrus Client is started as a Plug-In. The letter is previewed in perfect fidelity (WYSIWYG).

For editing text, the user opens the defined text prompts inside the letter. An easy to use text editor provides all commonly required text features.

For editing variables inside the letter, the Papyrus Client supports a prompting feature, which was defined in Papyrus Designer and used as a building block.