A global manufacturer of precision electronics manufacturing equipment
A leading provider of innovative precision electronics manufacturing equipment has a wide product offering over geographically diverse markets. With 2000+ employees in 12+ countries and 35,000 production systems at 4,600 customers, the business is well known for its displays, semiconductors and electronics assemblies. The company’s existing CRM must be able to handle complex customer communication needs – particularly in generating customised, compliant, and multi-lingual customer communications.
Challenge
The Organisation’s CRM system faced several issues:
Complex Document Requirements: The need to develop the required design logic complexity and omnichannel output for customer quote documents.
Dynamic Content Management: Challenges in dynamically presenting corporate and product marketing imagery and including individual signatures that adhere to regional norms.
Language Versatility: Need to produce documents in multiple languages.
Data Schema Limitations: Operating with data schemas that were not tailored for the purpose, coupled with the need to allow sales staff to edit parts of the document.
Solution
To address the complex requirements of the Enterprise’s CRM system, Swedwise suggested OpenText™ Exstream with an interactive module, which could enhance the system’s capability to handle intricate design logic and omnichannel output needs. This solution leverages advanced customisation features, enabling the business to dynamically present marketing imagery, manage multi-language documents efficiently, and personalise customer communications down to individual signatures tailored by region.
What is OpenText™ Exstream?
OpenText™ Exstream is a Customer Communication Management (CCM) platform that can be tailored for use with dynamic CRM systems. As part of the OpenText™ Experience Platform, Exstream enhances the creation, management, and delivery of complex customer communications to ensure personalised interactions at scale.
How Exstream increases CRM capabilities:
Dynamic Personalisation: Allows for tailored communications based on customer data.
Multi-Language Support: Facilitates global reach by supporting communications in multiple languages, including complex scripts, catering to diverse customer bases.
Omni-Channel Delivery: Ensures consistent and effective communications across all channels, including email, print, web, and mobile.
Interactive Communications: Allows sales teams to make real-time adjustments within CRM systems, enhancing customer engagement and responsiveness.
Cloud-Based Integration: Supports cloud environments to enhance accessibility and collaboration, allowing teams to manage communications remotely.
How did Swedwise help utilise Exstream?
Key implementation steps included:
Interactive Module Integration: Utilised Exstream with an interactive module to enhance real-time document customisation capabilities.
Custom Data Reader: Developed to handle and optimise large datasets, making the document generation process more efficient.
Master Quote Template: Created a master template with options for dynamic content, such as language selection and marketing imagery, tailored to regional preferences.
Result
The new solution provides substantial improvements:
Efficient Document Production: Single PDF output that can be both emailed and archived, reducing the need to produce multiple outputs and ensuring consistency.
Cloud-Based Accessibility: Professional customer quote document packs are now accessible in the cloud, supporting complex offerings across products, training, installation, transport, education, and maintenance.
Seamless CRM Integration: Enhanced access to documents directly within the CRM tool, improving workflow and user experience.
Customisable Templates Enabled: If needed, email templates can be easily modified per organisation and country.
Using OpenText™ Exstream strengthens The Global Manufacturer’s CRM capabilities, enabling them to handle complex customer communication needs with greater efficiency and compliance. The solution not only addressed the immediate challenges but also provided a scalable platform that supports the company’s ongoing growth and adaptation to market demands, ensuring its position as a leader in the electronics manufacturing industry.