If you’re a Jetforms/Central Output user with current maintenance & support for these products, then you can take advantage of a special offer from Avoka and Adobe. If you sign a migration agreement before 30 November 2011 you can access a free upgrade to Adobe LiveCycle Output.
It’s that simple.
If you don’t sign up this week, you lose the free upgrade. There is no downside to signing up, and no obligation.
To find out more about the benefits of migrating to LiveCycle Output, click through to the finer details here. And from there you can quickly pass us your information to start the process. Hurry! Only a short time before the offer ends… and we’ll take care of the paperwork for you.
You can also read on to learn more about how an Australian Healthcare Insurer found multiple benefits in their upgrade to LiveCycle Output…
The requirement put upon organisations dealing with mass communications on a daily basis – 100s of documents personalized to different customers’ needs – is pretty tremendous. And the expectation of the customer is not getting any simpler. With customer needs being answered by on-demand, personalized, interactive services through multiple channels (from self-service when they’re buying their groceries, online self-service – personal banking, shopping etc, to interactive online help tools, social media, and mobile apps) it is no wonder there is more pressure than ever to understand what the customer wants and get it to them in the most efficient way possible.
And, talking in terms of document generation this kind of requirement is just as relevant. A prospect will not take a second look at a generic mail piece that doesn’t tailor to their needs or interests. Nor will a customer be too pleased with a document covering their new car insurance that specs the previous car they owned.
So, we’re talking about two imperatives for excellent customer service:
- Understand what the customer wants and needs
- Give it to them without any impediments
Both of these imperatives seem pretty straightforward but the second part can seem daunting and you may see dollar signs flashing before your eyes. For example, you have to facilitate production of detailed or complex information to your customers in a timely fashion, but you have to do the same for hundreds of your customers in the same timeframe and each customer’s needs and specs differ in sometimes the minutest of details. And how often do you need to do this? How can you service each of those customers and grow their business with you whilst using an efficient process that doesn’t require time and precious budget.
This was the case for the fifth largest private healthcare insurer, nib. They have over 800,000 customers and are known for their innovative and progressive business practices which anticipate the evolving needs of their customers and adapt quickly to legislative changes affecting their business. Embracing the multi-channel experience the company offers mobile claiming services and serves their customers in retail centres and online. Yet, for every interaction, whether an information request, policy purchase or claim, the healthcare insurer must follow up with documented correspondence. This kind of service is not only necessary as a reputable provider of health insurance, but also completely compliant with legal requirements.
Aligning correspondence capabilities with customers’ requirements was essential for nib and as such their previous solution using Jetforms/Central Output allowed them to produce a streamlined, standardized document generation process. However, not only is this product due to be retired, but nib were looking to move forward and find a product that would integrate smoothly with existing back-end systems and allow them to maintain smooth-running document generation whilst also offering the prospect for a more dynamic, flexible solution to suit the evolvement of their customers’ needs.
“We’ve always had a pretty efficient system for generating standard documents to send to customers,” says Brendan Mills, group IT manager at nib. “We really wanted to take those communications to the next level and incorporate more dynamic, engaging, and richer elements to our correspondence without sacrificing quality or efficiency. With Adobe LiveCycle Output ES2, we have the option of leveraging Adobe Postscript 3 in-office printing or PDF files to deliver batch printing jobs to our printing partners for fulfillment. We can process around 3,000 letters per day in just a few files, which accelerates print production and helps get important documents and letters to customers faster.”
And of course, migration from Jetforms to LiveCycle Output had to be with minimal disruption to the scheduled document generation for nib – but this was not a concern – within 12 weeks newly trained nib staff were able to convert more than 90% of nib’s 540 existing forms. The rest were migrated by Avoka specialists shortly afterwards.
With the new platform on LiveCycle, nib can send out automated, detailed, statements to each of their hundreds of thousands of policyholders – letters can be printed where required, plus they can enhance direct interactions with customers by customizing communications ad hoc with ease. All in all, they can deliver an engaging customer experience even through mass document generation, enabling their valued customers to receive interactive content how and when they want it.
Interested in achieving similar benefits for your business? A Jetforms user already? Then hurry and take advantage of the special offer upgrade by 30 November 2011 – all we need is your details, under no obligation, and we can start the ball rolling for you. Click through to the offer page here or get in touch with us directly.