Digital Communication Platform Capabilities
Client Challenge: Enable Successful Customer Engagement
Every corporation is expected to provide first-class service and transparency in all aspects of business relationships with customers. Information that is not only highly personalized and easy to read and understand but also accurate and timely is essential for all business communication with customers. Customized 1:1 documents - such as statements, reports, bills, policies, contracts, business letters - that reflect a consistent corporate design, look and feel for high-volume batch, online, ad-hoc and user interactive applications play an important role in maintaining customer satisfaction and loyalty.
Key challenges organizations have:
- Too many templates
- Complexity of templates
- Scattered landscape of too many communication tools
- Fragmented ownership
- Ready for a modern CRM-landscape
Deploy the Digital Transformation Roadmap:
- Do not want a digital only approach / by channel share the printing will decrease
- Interactions with the customer via sms, chat, links in emails, mobile
- Real-time sending of digital messages
- Better orchestration of messages
- Support for single interactive letters and big volumes
To achieve Enterprise-wide Omni-Channel Communication Excellence a Platform is Needed
The Papyrus digital Customer Communication Platform enables corporations to consolidate all types of document output (high-volume batch, online, user interactive and on-demand) to one platform. All generated building blocks (data, text, tables, images, etc.) can be reused across all document types. Corporate design and identity are guaranteed.
Business teams can take ownership. They are empowered by the Papyrus Business Designer leveraging the Correspondence Framework Solution to generate content and assemble complete mailings. IT works in collaboration with the business teams sharing data, content, document building blocks and resources from a common central WebRepository.
Smart template design & management:
- Attractive template design and user friendly template management for business users
- Unified approach across physical and digital: one template for AFP/PDF/HTML
- Creative layouts
- Management of common objects in templates
- Template versioning
- Change and release management
- Support for URLs
- Short time–to–market
- Substantially shortened change requests. Changes can be deployed into production at any time with a ‘state’ change to active
Campaigns with Targeted Messages
Manage and send campaigns - A/B testing - Support for big volumes - Email and push notification - Based on historical data gathered by the communication platform - send on the best moment of the day or the best day of the week - Synch with CRM engine
Resend communications via the same or a different channel
- Hard-bounced email – i.e. send the same message as a letter
- SMS is indicted as expired after 72 hours – send and email with the same content
- Push notification not opened within 24 hours – send the same message as email
- Returned letter – send a different message as an sms
- Capture all communication related events
- For example hard/soft bounce, sms sent/delivered/expired, email opened , click on link, push notification received
Irrespective of the communication scenario, documents are always generated to be highly personalized and can include customized targeted messages, colors and charts, videos, audio, QR codes and editable forms with relevant one-to-one content and hyperlinks, animated promotions with video sequences and audio files, adjustable charts, interactive forms and dynamic tables, social media services like Google Maps, YouTube, etc. always utilizing the respective capabilities of diverse delivery channels.
Responding in real time: The built-in interactivity allows the recipient to interact with the document and respond in real time when clicking on a link or sending a message with interactive components like videos, dynamic tables, and etc. while automatically being replaced by printable substitutes for cut sheet and endless paper printing when delivered via print channels.
Transactional communications: Allows real-time sending - Offers interactive conversations - Support of new technologies: Chat, Messenger, Facebook, WeChat, Mobile.
Consolidation: Efficiency comes by having ONE set of tools and definitions to develop these document applications, an adapter technology to easily integrate with any business application data and backend system and central resource management and deployment. Reusing building blocks and logic, every document can be interactive, documents can be collected in a central Pool over time and highest fidelity on every print and e-delivery output channel is guaranteed.
Ad-hoc Web Documents
Customers can request documents directly through web forms hosted on a corporate web portal. All data and every click on a URL are immediately recorded and a document compiled on the server side sent back to the user's web browser in PDF or HTML format.
Interactive Letter writing is supported by WYSIWYG In-document editing. End business users can enter variable data, select/de-select document building blocks, perform the in-document editing of prompted parts, include personal building blocks, etc. depending on their permissions and document settings defined by Business Administrators with the rest of the document locked for change. Papyrus offers control to the level of which paragraph or variable can be edited, and what font, color, style, etc. can be used.
Correspondence Wizard document composition mechanism guides users through choices & decisions to automatically build documents step-by-step based on the information provided. In-document editing allows for free text and data entry from a pull-down menu in prompted areas of the document.
Campaigns with targeted Messages
Documents can include personalized targeted messages, QR codes and editable forms with relevant one-to-one content and hyperlinks, animated promotions with video sequences and audio files, adjustable charts, dynamic tables, social media services like Google Maps, You tube and more always utilizing the respective capabilities of diverse delivery channels. The built-in interactivity allows the recipient to interact with the document and respond in real time when clicking on a link or sending a message. Campaigns/promos with White Space Management can be delivered via any print and e-channel.
Print and e-delivery
Single-pass formatting (AFP, PDF, PDF/A, PDF/UA, HTML5, Word) is provided with index. Delivery can be based on customer preference directly to a mobile phone an SMS, per email with HTML or PDF attachment, an HTML to the Web and the letter to the print data stream in one go, as well as deliver assembled documents to a specified directory location, as required.
Real-time dashboards provide end to end control
- Real-time view (hub) on transactional communications end to end and across all channels
- Real-time view on ongoing and past campaigns
Integration with existing back-end systems
Papyrus is a layer on top of existing business application and simplifies integration with data files, messages and databases providing Adapters for lose coupling in a service oriented architecture. A special strength of Papyrus is to accept any data file, structure and sequence (ASCI / EBCDIC / fixed length, delimited, Cobol, etc.) directly without manipulation or data tagging in the Papyrus Designer and in the DocEXEC formatter. Besides the visual definition of variables in the Designer there are direct XML and HTML-in capabilities. Papyrus supports files and messages (MQ/SOAP/HTML/REST) with loosely coupled interfaces via SOA Adapters, where no API programming and compilation is needed. Neither are these Adapters platform dependent. For database interfaces, Typemanager interfaces supporting Oracle, DB2, SQL, OTBC are available.
World class business document design:
For IT teams the Papyrus Designer Suite provides powerful graphical application design capabilities integrating data, logic, layout and resources in one unified UI. Unique features are the performance profiler, the debugger and full test pad in a WYSIWYG environment. At all times by every mouse click the layout with data, logic and fonts is displayed 1:1 in the view window, reflecting each and every change made, including all page breaks.
The Papyrus Business Designer leverages the Papyrus Correspondence Framework Solution by business administrators and users offering drag-and-drop capabilities and variable selection from a dropdown menu. Business designs, maintains, extends, changes and can signoff templates, layouts, tables and text building blocks.
Interactive letter writing End business users can enter variable data, select/de-select document building blocks, perform the in-document editing of prompted parts, include personal building blocks, etc. depending on their permissions and document settings defined by Business Administrators with the rest of the document locked for change. Papyrus offers control to the level of which paragraph or variable can be edited, and what font, color, style, etc. can be used.
The Correspondence Wizard guides users through choices & decisions to automatically build documents step-by-step based on the information provided.
Rule Editor: The natural language rule editor provides non-technical business users with a multi-language rule entry that enables clear text and syntax-free entry of business rules that are structured according to definable rule patterns. Papyrus will automatically check the syntax, logic and validity of the business rule and provide an immediate feedback to the Business Administrator during the rule creation process.
MS Word documents can be automatically converted to Papyrus for fast template creation and seamless integration with the Papyrus Correspondence Framework Solution.
Change and Release Management: Integrated versioning, change and release management allows business users to deploy document changes at any point in time into production without having to wait for a new general release. The system provides ready-to-use and freely customizable/definable state- & event-driven Release & Change Management and Approval/Sign-off workflows. The approval workflows can differ based on the user experience, transaction value and/or sensitivity, etc. Once the release passes the release management cycle, the elements are available in production and can be used in different communication scenarios – in dark processing, for on-demand document generation, as well as for interactive letter writing by various business departments in their daily work.
High speed formatting for Batch and Online in single-pass AFP/PDF/HTML:
Papyrus provides a high speed formatter DocEXEC that can be scaled across processors and platforms with no maximum limit. Powerful document formatting capabilities are standard functionality, including test styles, variable inserting, prompting, radio buttons/check boxes, images, color, dynamic page break handling, widow and orphans, complex tables, multi-language, stickers, OMR and barcodes, white space management, page orientation and sorting, Wizards, template and text compare and more.
Document Collection in the Document Pool lets enterprises collect over time all formatted documents (AFP, PDF, TIFF, HTML) coming from Papyrus and other sources for bundling, sorting and by re-composition, adding additional information for optimized output management at time of delivery to print, e-channels and mobile.
Automated Document Factory for job/spool/queue and multichannel output management lets corporations manage their complete output from the data to the archive on a GUI. All activities can be tracked, traced and audited, end to end. Security is integrated functionality of the platform, NRL editing and state-and-event-driven processes are further important platform features.
Reporting: All actions in the system and the whole course of the process are logged and the metrics of any user, customer, system or data input or output activities can be created as needed. Reports are freely definable and provided as AFP, PDF or responsive HTML documents and/or as real-time reporting dashboards.
Lifecycle Management: The Papyrus WebRepository manages all application definitions, rules and user interfaces over the lifecycle. It is a central object metadata Repository for one-time installation, administration, and deployment, change management, versioning, tracking, tracing, monitoring, reporting and end-to-end auditing.
Link to Inbound: The Papyrus CCM Platform integrates seamlessly with Document Capture for all inbound mail channels. The Platform closes the communication loop by tracking responses from incoming communication.
Product Configuration: Document Design and Formatting
Papyrus Designer Package
All tools needed Document application design by IT, data variable definition, complex logic definition, Charts, debugging, performance profiling and testing
- Papyrus Business Designer
Enables the empowerment of Business teams to create and maintain document templates, building blocks, and dynamic, personalized communication and mailings. Users can work and collaborate in a WYSIWYG drag & drop fashion using intuitive GUIs, modular document elements and integrated change management, and handle change requests directly in a fast and managed way, significantly increasing efficiency and timeliness of production
- Papyrus WebRepository
Central management, administration and control of all users defining business document building blocks and layout, data and logic, versioning, validation, auditing, change and release management, sign off, reporting
- Papyrus DocEXEC
High-speed formatter for batch, online and ad hoc documents on 11 platforms generating AFP/PDF/HTML formats with indexes, OMR and barcodes, table of contents, page sorting, print last page first, etc.
- Corporate document design Scoping: 3 days
- Proof of Concept: 2 weeks
- Implementation Support and Consultancy: 3 to 5 weeks
Papyrus Designer Workshop - 5 days
Objects Developer Workshop - 5 days
Objects Administrator Workshop - 5 days
Optional Components Digital Mailroom
Papyrus digital mailroom for outbound addresses the full spectrum of delivery channels - e-mail, web-delivery, fax, print and mail - including archiving. Print and mail with Papyrus benefit from one of the strongest automated document factory (ADF) implementations currently available, reducing manpower, minimizing errors and increasing throughput. Advanced bundling of different documents enable arrival at different times into one envelope, intelligent insert management and certified postal sorting for postal discount.
- Papyrus DocumentPool
Bundling, sorting and merging of different output documents generated at different times into one envelope per addressee, with mail optimization for best mailing discounts, i.e., priority mail, sort upon specific criteria, optional print or Web presentment, fax and e-mail SMTP and more.
- Papyrus WebArchive
Short-term and long term storage and retrieval, plus fast search, e-delivery, viewing and reprint of documents, sms, fax and e-mail/SMTP PDF and HTML.
- Papyrus Server
Printing IPDS, PS, PCL and PDF to all standard laser printers on the market, e-mail and fax.