What is digital adoption? In fact digital adoption is about more than buying a few iPads or investing in new software to be used within the company. In fact it’s not about IT. Indeed, IT is necessary to implement certain tools, but more than this, digital adoption is about knowing how your organization needs to function as a whole, your company culture and goals and using a digital framework of multiple tools to achieve these goals.
In fact, digital adoption is not easy. Over the past few weeks we’ve taken a closer look at the different hurdles and technical challenges that companies trying to boost digital adoption, are faced with. We have also shed a light on ways for you as a company to overcome these challenges and specific solutions that Scriptura Engage can provide. Let’s recapitulate.
How mobile drives your digital transformation
Digital transformation still is a big challenge. The only option is to scale. One of the keys to doing so is mobile. When leveraged within the larger ecosystem that is your digital customer communications, mobile is the gateway to digital transformation. It allows you as a company to quickly collect and leverage real-time customer data, lowers the threshold to digital and is the quickest way to a faster go-to-market. Also, the simplicity of mobile drives the digitalization of customer experiences and innovates experience in the process.
Discover more about the power of mobile in our previous blog ‘How mobile drives your digital transformation’.
Overcoming the hurdles of digital adoption
A lot of organisations come to conclude that only a fraction of their clients eventually goes digital. That’s because their expensive digital transformation programs are developed from a technology perspective instead of considering the customer experience and customer preferences. Also modern customer communications are too silo-driven, with different company departments using isolated and non-integrated software. As a result customers are faced with confusing and unsatisfactory customer experience instead of a high-level CX that boosts brand loyalty and digital adoption.
Companies need to make the shift from department or silo centric to customer centric thinking. This isn’t easy. As digital and technology are intertwined, going digital is not without technical challenges.
Read more about ‘The 5 hurdles of digital costomer communication‘ in David Geleyn’s blog!
Companies often use multiple systems for customer communications, which causes channel inconsistency. The best solution is to integrate communication flows from different systems in a single customer communication platform. The Scriptura Engage offers an easy-to-use design environment for communication content management. It is built for efficiency with features like multilingual text objects, reusable objects and styles, helping you to make your communications and brand consistent.
Next to that, Scriptura Engage has a process modeler and execution engine, called Document Flow, that can provide various business applications like order management, provisioning and claim systems with communication capabilities. This enables you to easily create customer communication flows that consistently use different channels and build brand consistency through each of your channels.
The continuous development of new digital channels results in a difficult process for IT teams. Document Flow makes light work of coordinating and adding new output channels, enabling all your business applications to send customer communications through various channels without additional modifications.
Customers expect more than ever. They want you to respect and value them and provide them with relevant actionable content. Also, they want to be able to change their customer preferences whenever they feel like doing so. Document Flow enables preference management integration and allows to change more than just channel preferences.
Limited business impact
For a long time, business and marketing teams have had little to no impact on (service-oriented) customer communications, as they were mainly IT-driven and too technical. Business enabling remains a big challenge. To empower business users Scriptura offers the Design Cloud, an easy-to-access, easy-to-use design environment that includes a template designer and a content promotion system that allows business users to operate independently from IT.
Customers expect immediacy and clarity and hate being bombarded with confusing indecisive communications. As an enterprise or service provider, it’s crucial you hide that multiple business systems and departments are involved when acting on customer requests or servicing your customers’ contracts. Internally, this might result in multiple messages from multiple systems, but those messages must be combined in one single clear message. With Document Flow, it is possible to combine messages into one single message, even if those messages arrive in different order or on different moments.
To get your digital customer communications smooth, you need a centralized customer communication platform that allows your enterprise to turn customer data into relevant, individualized and actionable communications via the channel of choice of the customer and in line with your brand guidelines.
Scriptura Engage is a flexible, easy to use solution that 1/ saves time and money by empowering business users to manage the content, and 2/ removes the burden of dealing with complex technical issues through managed services. We handle the technical side, allowing you to concentrate on your messaging.
Do you want to find out more about the ‘How to achieve smooth digital customer communication’? Click and read last week’s blog by our CTO David Geleyn.