OpenText Campaign Management

Transcription

1 OpenText Campaign Automate Personalized Sequences of Customer Interactions Across Websites, Portals, , Wireless, and Direct Mail OpenText Campaign provides value throughout the customer lifecycle by automating a series of two-way interactions with customers. Defined by business rules and triggered by events (for example, a registration or purchase on the website), a dialog serves as a script for a compelling, personalized customer experience that unfolds for each individual. Leading companies are using OpenText Campaign to automatically follow up on requests for information, nurture and qualify leads, convert prospects to customers, increase customer value and retention, and win back lost customers. An example of the drag and drop campaign design interface. TOGETHER, WE ARE THE CONTENT EXPERTS FACTSHEET 1

2 Interaction management Drive customers across the sales cycle and back to the website with personalized dialogs delivered through , wireless, direct mail, and other communication touch points Leverage your significant content management and portal investments with outbound dialog programs Gain valuable data about individual needs with two-way interactions to further personalize ongoing dialog and web sessions Automatically execute timely, relevant programs (marketing, customer service) triggered directly from web session events The OpenText solution This powerful tool can deliver strong business results and marketing ROI with targeted, measurable interactive marketing programs. It puts powerful marketing programs on virtual autopilot with an automated, event-triggered system, while offering a compelling customer experience with timely and relevant communications. OpenText Campaign also enables short-term results initial dialogs can be up and running within weeks as part of a comprehensive and robust platform. How can it be used? Step 1: The dialog begins when a customer registers to track a package on the website. Step 2: OpenText Campaign automatically sends a personalized , confirming registration and probing for other information including preferred channel of contact. An automated Thank you page is queued, notifying the customer their response was received. Step 3: Based upon information the customer provides in the and during registration, OpenText Campaign triggers a personalized offer for a fullservice account to the website via the preferred channel of contact: postal and , postal only, only, or other. If other, OpenText Campaign queues a Customer Service representative to call the customer and provide registration assistance. Step 4: OpenText Campaign then waits for the customer to register for a full-service account online. If this does occur, OpenText Campaign triggers another series of communications with the customer based on user preference. If this does not occur, OpenText Campaign queues a Customer Service call for further assistance. TOGETHER, WE ARE THE CONTENT EXPERTS FACTSHEET 2

3 Step 5: If is undeliverable at any time during this process, OpenText Campaign automatically queues a service representative to call the customer and update the address. A comprehensive, automated solution Templates and Surveys Campaign Designer Comprehensive Campaign Testing Enable users to quickly create surveys; includes conditional content. Create sequenced, results-driven customer interactions through a drag-and-drop interface. Help ensure the readiness and seamlessness of your dialog before programs are implemented with multiple, easy to use testing tools. Multi- Support and Detection Achieve successful message delivery by sensing the recipient s system capabilities and automatically sending personalized messages in text or HTML. In-depth Reporting and Analysis Marketer s Console Gain detailed information about your program results through an extensive series of reports, including: response and click through tracking, lift analysis, drill down from graphical results, free form text responses, and delivery statistics (hard bounce, soft bounce) showing the number of messages that are bounced for each dialog. Track customer responses and measure your marketing ROI, all in real time, right from your desktop; compare campaigns and dialogs across multiple time periods for a more accurate view of your results. Cost Analysis Bounce Capture and analyze both variable and fixed costs with detailed cost breakdowns. Add a custom bounce message to the Bounce Handler s list of known bounce indicator strings if an message is returned to the bounce account but is not recognized as a bounce. TOGETHER, WE ARE THE CONTENT EXPERTS FACTSHEET 3

4 Opt-in Console Page Loading Flexibility to create additional categories in addition to the sample categories included in the standard package. Some examples might include account statements or urgent status messages. Existing participants in the database have the option to automatically opt into or out of the new category. Console page can load folders in expanded form and the user can collapse or expand folders. When the user expands the folder, the application loads dialogs without the need to refresh the entire console page. Ephox HTML Editor Provides HTML authoring capabilities with a word-processing look and feel. This tool allows you to not only create content without having to write HTML code, but also allows you to see how your content will look to its recipient before you test or send it. Powerful campaigns Multiple Forwards Increase the participants for a dialog/campaign by forwarding campaigns and dialogs to single or multiple recipients. Users can manage the number of participants in the forward dialog box based on the administrator settings. Segmentation Tools Send the right message to the right individuals by identifying, selecting, and refining your targets both at the beginning of the dialog and while it is in process. Personalization Deliver communication that is customized to each individual from the contact information to the content to drive results and strengthen relationships. Audience Sampling Test the effectiveness of your marketing campaigns with built-in capabilities, including random sampling and nth number sampling, to improve your marketing message based upon what works. TOGETHER, WE ARE THE CONTENT EXPERTS FACTSHEET 4

5 Dynamic Offers Initiate, track, and measure automated, offer-based promotions that let you present the most relevant offer based upon segmentation or previous interactions; define an offer and store it in the offer repository for use in messages. Opt-in/Opt-out Closed Loop Marketing Automatically manage the opt-in/opt-out process and decrease total opt-outs by giving participants more flexibility to opt out of a single category: newspapers, promotions, etc., rather than losing them altogether. Automate effective message delivery and follow-up to enable a fully coordinated, end to end campaign that will help you drive your program to a profitable conclusion. Open, extensible architecture Enterprise Systems Integrate with existing sales force automation applications, call centers, data warehouses, analytics, packages, and web content management tools to provide a cohesive experience for the customer. Dynamic External Data Sources Incorporate live, dynamic data from external sources (up to date stock prices, news feeds, weather updates). Multiple Channels Deliver a consistent message across multiple communication points ( , website, call centers, fulfillment) for a richer, more integrated CRM strategy. TOGETHER, WE ARE THE CONTENT EXPERTS FACTSHEET 5

6 Multi-channel customer experience Cross-channel Support Web Integration Coordinate your message across multiple touch-points, including , your website, wireless technology, telephone, fax, and direct mail. Tie your website into customer interactions to further personalize the customer experience and expedite results: trigger dialogs automatically based on web interactions, customize web content based on dialog interactions and profile data, and incorporate existing web content into outbound communications. Multiple Channels Deliver a consistent message across multiple communication points ( , website, call centers, fulfillment) for a richer, more integrated CRM strategy. TOGETHER, WE ARE THE CONTENT EXPERTS FACTSHEET 6

7 About OpenText OpenText is the world s largest independent provider of Enterprise Content (ECM) software. The Company's solutions manage information for all types of business, compliance and industry requirements in the world's largest companies, government agencies and professional service firms. OpenText supports approximately 46,000 customers and millions of users in 114 countries and 12 languages. For more information about OpenText, visit TOGETHER, WE ARE THE CONTENT EXPERTS FACTSHEET 7 Visit online.opentext.com for more information about OpenText solutions. OpenText is a publicly traded company on both NASDAQ (OTEX) and the TSX (OTC) Copyright 2011 by Open Text Corporation. Trademarks or registered trademarks of Open Text Corporation. This list is not exhaustive. All other trademarks or registered trademarks are the property of their respective owners. All rights reserved. 11PROD0196EN