B2B Customer Support Software – The Journey from Discovery to Onboarding and Beyond

Customer service organizations must rethink their cultures, staffing practices, and measures of success to best support the new workforce. That's according to the Forrester report on 2020 customer service megatrends. Doing so will take a reimagination of your current strategy and the way you measure success. On the customer's terms, not yours.

This is particularly important when it comes to B2B (business-to-business) customer support, where the customer is a more complex entity. They are also high value than B2C (business-to-consumer) customer. Which means that if your customer support falls short, the cost of losing that customer has a much higher negative impact to your organization.

This eBook provides a step-by-step guide to:

  • Understanding why now is the time to change your B2B customer support software.
  • How to choose the right B2B customer support software solution for your business.
  • Ensuring a successful implementation process.
  • Knowing what to expect after onboarding.
  • Tools and resources that empower B2B customer support teams to get the most benefit out of their software solution.

Download this eBook to learn more.

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How Telefonica Reduced Complexity for MIMs Using Subscriptions & Flow Designer

A couple years ago, Telefonica teamed up with xMatters to transform the comps for MIMs. This process sought to use different tools like workplace or Facebook, to see if there could be improved communications with customers.

The team had trouble using JavaScript, and found the development environment was arcane and broken. They decided to use xMatters Help Pages to understand workflows and custom integration in order to optimize the platform. The team implemented a workplace designer and chatting integration, along with workplace and Facebook integration to streamline the communication process.

Learn more about Telefonica's journey, and how xMatters helped decrease the number of licenses needed for broadcast messages, and subsequently increased their reach of comms with ~600-700 more use cases.

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Profitable Growth in Action

Growth is definitely on the agenda for manufacturers. This came through loud and clear in a survey recently undertaken on behalf of Epicor Software Corporation (Epicor) by MORAR*. Our report on the research, A Manufacturer’s Guide to Growing Profitably, identifies five key factors that growing manufacturers cited as essential to their success, and five risks that manufacturers believe could threaten growth for the unprepared business.

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Planning For a Successful ERP Implementation

Companies justify moving to a standard enterprise resource planning (ERP) solution based on a number of compelling reasons. By supporting a single system rather than several smaller and disparate systems, they can enjoy economies of scale. Additionally, having a single application architecture with fewer user interfaces creates lower integration costs. Plus, with common task automation and easier access to more information, businesses gain efficiencies not available when employees use multiple systems.

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Three Sure Ways to Get Your Factory Fit for the Future

Behind the scenes of the world’s leading industrial and manufacturing companies, a profound digital transformation is now underway.

As with any profound transformation, the opportunities for competitive advantage and growth are enormous, but so are the challenges . How do you determine what your next digital transformation steps should be? How do you position your manufacturing business to take the next step—and the one after that?

This eBook will help you answer these questions.

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How to Choose Between Generic and Industry-Specific ERP Systems

To run a successful operation, every manufacturing organization needs a modern enterprise resource planning (ERP) system to boost efficiencies and drive down costs. However, with so many options available, it can be difficult to make the right choice. If you’re wondering whether a generic or industry-specific solution is the best fit for your business—or if you’re wondering how to even start the ERP selection process—you’re not alone.

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Keeping Up With The Cloud

Business leaders who choose to deploy an enterprise resource planning (ERP) solution on premises in an increasingly cloud-trending world have several reasons for their decision. Many choose to keep their system on premises because they are inexperienced with and wary of cloud-based software. Others are concerned they have insufficient resources to move to a cloud solution because their existing system is full of customizations that will complicate migration processes. Some prefer on premises ERP because they feel it better supports regulatory requirements such as ITAR or FDA compliance. Regardless of why your business has chosen on premises over cloud-based ERP, your choice doesn’t have to limit your ability to compete with the companies whose capabilities are elevated by the cloud.

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A Clean, Clear Path to New Market Growth With Epicor Cloud ERP

Aerobiotix, Inc. develops, manufactures, and markets professional air treatment systems for the healthcare market. Since 2013, they have actively worked with administrators and facilities nationwide to evaluate air quality issues, set targets, and prescribe the appropriate solutions through careful cost/benefit analyses.

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How to Successfully Select an ERP System in 8 Simple Steps

An enterprise resource planning (ERP) system is a series of software applications or modules that collects data from your sales, purchasing, finance, inventory, supply chain, manufacturing, and quality functions into a common database. By unifying your enterprise, your company can more easily share information, coordinate activities, and collaborate.

If you’re looking for your first ERP system or looking to upgrade from an existing system, the evaluation, selection, and implementation process is a long-term strategic decision for your organization.

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Webinar (ft. Forrester): Drive Business Performance by Improving Your Claims Communications

Just because you’re a regional insurer doesn’t mean that your customers have lower expectations of you when it comes to the claim experience. They expect the same kind of support and transparency from you that from your larger, well-resourced competitors deliver.

To achieve a great experience, claims professionals need to understand their customers better, how they navigate the claims journey, and the communications that will cost-effectively drive great claims experiences.

In this webinar, Forrester Research and Quadient will discuss:

  • Why insurers need to introduce the light of day into claims processes
  • The state of claim communication
  • How cloud communications can extend the customer relationship by making the claim process more transparent

Join our guest Ellen Carney, principal analyst serving ebusiness & channel strategy professionals at Forrester and Andi Dominguez, Product Marketing at Quadient, for a live webinar discussing the business impact of a great claims experience.

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Reimagining Digital Experience: Using the Cloud to Enhance Customer Communications

Customer communication management (CCM) solutions provide a powerful example of how use of advanced technology that incorporates cloud delivers capabilities that are needed today and also provides businesses that are looking to manage omnichannel requirements spanning electronic systems and high print volumes with the capacity to achieve – in the language of digital transformation – “enterprise-wide automation spanning multiple functions and modernizing of current processes & supporting infrastructure to achieve previously unattainable or unimaginable outcomes.

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Novarica Market Navigator: Document ECM/CCM Systems

This report is designed to provide an overview of the current solution provider marketplace for document management/enterprise content management (ECM) systems and document creation/customer communication management (CCM) solutions. It is also designed to assist both property/casualty and life/health/annuity insurers in drawing up their shortlists of potential providers based on vendor market position and offering details.

These reports do not render judgment, since the fit between a potential provider and an insurer will be determined by the specific situation and needs of that insurer. Novarica provides these types of advisory consultations to more than 100 insurer clients through its retained advisory services.

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Insurance and Customer Communications Management (CCM) – Give Consumers What They Want

For a long time, insurance companies were in the driver’s seat when it came to customer communications. Not anymore. A combination of rapidly expanding digital technology and changing demographics has transformed the interactive landscape and the customer engagement model.

Digital consumers are changing the rules of the game. The customer is now in control more than ever before, with numerous purchasing options, vast online research tools and multiple touch points. For many transactions, consumers increasingly prefer digital channels, which make content universally accessible by mixing media (graphics, text and video), tailoring messages (providing discounts, location or demographic information) and adding social connectivity (allowing communities or friends to build around themes and needs).

This paper will explore the significant shift in consumer communication expectations, the traditional hurdles that insurers face and how these can be overcome with a broad CCM vision based on practical, achievable business goals. The fact is that insurers have not kept pace with rapidly emerging customer needs. It is critical to be relevant and speak to the customer in their voice. If you can’t communicate with customers in the way they want, someone else will.

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Manage claims correspondence in the cloud

Quadient® Correspondence is a subscription-based SaaS solution that enables insurers to create, approve and deliver regulatory compliant, accurate and personalized claims correspondence to customers across print and digital channels, with no reliance upon IT.

Quadient Correspondence was designed and priced for insurers who want to further their transformation to digital, but don’t have the resources to invest in an end-to-end customer communications management (CCM) solution.

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