QUADIENT Inspire™functionality overview

Content

1 Introduction

2 QUADIENT Inspire capabilities Why QUADIENT Inspire

3 QUADIENT Inspire architecture Working with QUADIENT Inspire

4 Create InspireDesigner Inspire Designer capabilities The Inspire Designer GUI Inspire Designer features Outputs and next steps Orchestration and Integration

5 Connect Enterprise infrastructure integration Repurposing legacy documents Inspire Content Manager Third party content management Inspire Customer Journey Mapping

6 Compose Automation of batch jobs Inspire Scaler Capabilities Line of business composition QUADIENT Inspire Interactive™ Inspire Approval

7 Deliver Multi-channel output Inspire Mobile Advantage Inspire Dynamic Communications™ Inspire Messenger™

8 About QUADIENT Global presence Support

FUNCTIONALITY DOCUMENT

1 Introduction

Customers today choose to engage with businesses that can understand their individual needs, situations and preferences. Businesses that can demonstrate this, will dominate customer mind-share and gain significant returns.

With the explosion ofo nline and digital communications, customers expect to communicate in the way they choose.You need to interact with your customers through email, web, social media and SMS, and you need a platform that will handle all of these touch points as effectively as it creates print communications.

QUADIENT Inspire enables businesses to take control of the entire communication lifecycle, enabling them to consi-stently deliver the right message, at the right time through the right channel, for every customer, everytime.

As a single robust and scalable solution for Customer Com-munications Management (CCM), QUADIENT Inspire™ enables marketing, sales and operational teams to commu-

nicate with the customer as one voice.In fact, QUADIENT Inspire can do more than it might at first seem to. It provides a vast range of functions for custo-mer communications, with the flexibility to meet the most demanding requirements.

Using this document This functionality overview document provides information on the different features and functions of QUADIENT Inspi-re. It explains the architecture, and then describes the key features of each component in turn.

Please speak to your QUADIENT Software Technology re-presentative for further details on the platform or any of its functions.

2 Inspire capabilitiesPowering remarkable experiences

Elevate the quality of your customer journeyBring the customer journey to lifeMake CX improvements in real-timeCustomer preferences matter

Liberate IT, say “yes” to innovation Remote authoringA centralized communications hubCloud scaling abilitiesA seamless user experience

Enable communication transformationEliminate silos and empower businessusersCollaborate in the cloudReduce riskSpeed time-to-market

That’s not dating advice, that is business acumen. Customers come and customers go. But engage them, deliver the best po-ssible customer experience through channels they choose, and forge a lasting relationship.

QUADIENT Inspire is the only single-design Customer Communi-cation Management (CCM) solution that lets you create, manage and deliver quality customer communications that span the enti-re customer journey. Its multi-channel preview, proof, and signoff capabilities are an industry first, allowing you to optimize every customer interaction wherever it takes place: call center, mobile phone, tablet, web, email, even print.

More than Multichannel. Omnichannel.If a customer researches your product online, fills in a request for information on their phone, and mails a signed contract back to you, that’s multichannel communication.Your CCM strategy needs to embrace that, and go one step further – omnichannel.

Consumers may use several devices and multiple touchpo-ints before they complete a transaction. Imagine, they re-ceive a letter in the mail that advertises a URL. They fill in a form on their laptop, review it on their phone at lunch, and

send it from their tablet on the way home. When you make changes between channels invisible to the consumer, you create an omnichannel experience, and a serious competi-tive advantage.

Use QUADIENT Inspire to communicate across the customer journey and deliver:

• Choice – Customers choose the channel by which they want you to communicate with them. A single design de-ploys across all channels.

• Consistency – Ensure that your company speaks with one voice through a library of templates, and accountabili-ty for workflow processes. When customers interact with your company they will experience consistency in brand and message.

• Context – Personalized communications are moreenga-ging. Upsell and cross sell more products and services when you design communications based on individual customer needs and situations.

• Speed – Customers are impatient so don’t make them wait. Speed up response time and enable real-time two-way interactions with self-service communication.

Use Inspire to empower users and make your bu-siness more agile with:

• Business user control – Business departments own the content they create. Give them the control to customize communications for specific situations, to create immedia-cy with embedded calls-to-action. Match account ability to owners.

• Faster change management – Content changes are the first step in a process that includes approval, proofing and testing. Monitor and control all your CCM processes with powerful dashboards and an intuitive interface.

• Guided communication processes - Speed creation without comprising on compliance.

• Easy collaboration – In-house and remote users share comments and views to create the best, most creative com-munications possible.

QUADIENT Inspire streamlines and simplifies customer communication in a digital era.

With QUADIENT Inspire, a single, simple solution for all your customer communication, you save up to 80% of your design, approval, and implementation time while acquiring new customers. In addition to the remarkable ROI, you get to market as fast as your first design.

QUADIENT Inspire allows businesses to simplify customer communication processes.

• Platform for multichannel – With Inspire, multiple bu-siness teams work towards common communication goals. It’s time to eliminate redundant systems that cost you time and money and do nothing to ensure consistency or coor-dinated communications.

• Leverage existing system output – On the other hand, if you have legacy systems performing critical business fun-ctions, it doesn’t mean you won’t be able to deliver state of the art customer communications. Inspire will help you get where you need to go, from where you are. You don’t have to replace core business systems to improve communicati-ons. Inspire lets you leverage information from these core systems so you, too, will be able to offer more effective, engaging customer interactions.

Why QUADIENT Inspire?

• Create communications faster with one design for all channels• Eliminate errors with multichannel preview, proof, and signoff capabilities• Bridge traditional channels to digital faster than your competitors• Award winning technology; ranked a leading solution by respected analyst firms

3 Inspire architecture

QUADIENT Inspire’s architecture is organized into four sections, to make customer communications management straightforward and logical. The components of the platform take you through the different stages of creating templates, working with other applications, composing documents and delivering your customer communications.

QUADIENT Inspire’s architecture takes you through four stages in customer communications management:

1 The core functions of the platform combine data, rules and content using a composition engine to create formatted templates.

2 QUADIENT Inspire provides advanced features that let you connect easily with your existing enterprise applicati-ons and legacy documents.

3 Then, you can use batch jobs, interactive portals or QUA-DIENT Inspire components to compose documents such as quotes, proposals, correspondence, and compliance docu-ments.

4 Finally, QUADIENT Inspire gives you precise control over how you deliver your customer communications, with out-put options including print, web, email, mobile and social channels.

Using the best available web, integration, and design technology: QUADIENT Inspire lets you create, connect, compose,and deliver communications.

Working with QUADIENT Inspire™

When you create a solution based on QUADIENT In-spire, the starting point is always the Inspire Designer component. This is the core of the platform – typically, you will start with Inspire Designer, then connect ad-ditional QUADIENT Inspire components as necessary until the application is complete.

In a typical enterprise implementation of QUADIENT Inspire, Inspire Designer, Inspire Content Manager, In-spire Production and Inspire Approval components form the core of the platform.

The core functions of the platform enable the IT or marketing teams to work with data and templates.Then, additional components are intended for the core IT and marketing teams to set up templates or screens for other end users to use – such as contact center staff.

“THE MORE I LEARN ABOUT QUADIENT INSPIRE, THE BETTER I THINK IT IS. SO MUCH CAN BE DONE WITH IT. QUADIENT INSPIRE IS A SOLUTION THAT SUITS A VERY WIDE RANGE OF CUSTOMER NEEDS.”

IT Specialist, Medium Enterprise Government Company

4 Create

When you are working with QUADIENT Inspire, the fi rst stage is to create templates for your communications. These templates can include graphics, images, text and design elements, and can use rules and variables to manage the content. To create these templates, you will use the Inspire Designer component. In this section, we will describe how it operates, and look at its capabilities in creating templates and documents.

Simultaneously design print, web, tablet, and mobile communications from a single interface.

Inspire Designer

Inspire Designer is the core of the QUADIENT Inspi-re platform and is used to design documents and to create templates. QUADIENT Inspire enables users to create communications that are personalized for each customer, and Inspire Designer is where you will actually build the templates that take customer data and output personalized documents.

Based on an operating system independent architecture, In-spire Designer is easy to use, and provides comprehensive design, data handling and production functionality.

Inspire Designer provides:• Easy connection to multiple sources of data• Work with legacy data from existing applications• Single GUI for multichannel and responsive designs (HTML5) • Instant, fully navigable previews of allchannels• Easy approval processes and collaboration

Inspire Designer capabilitiesWhen you defi ne the content rules and parameters for each section, QUADIENT Inspire’s design and data processing capabilities ensure that these are intelligently translated for each customer.

• Design integration: directly import PDFs and other design formats from Microsoft Word, Adobe InDesign and QuarkXPress into the design environment.

• Image manipulation: select personalized images or vi-deos based on variable data, to gain more attention.

• International writing and characters: one platform can handle applications created for Western, Middle Eastern left reading, and Asian double byte and vertical reading langu-ages.

• Real-time proofi ng: view your design on the fl y with real data, evaluate different concepts, eliminate errors and redu-ce development time.

• White space management: message management capa-bilities help you to take advantage of available space on print or digital communications.

• Data-driven graphics: transform customer data into powerful graphics and charts that help customers under-stand your communications faster.

• Advanced color management: maintain the original quality of color at the highest speeds and volumes, and auto-matically convert color spaces for specifi c output channels.

The Inspire Designer GUI

Build workflows quickly.

Proof outputs with ease.

Inspire Designer uses a modular drag-and-drop interfa-ce, which means that it is quick and easy to use, with no need to code or write scripts.Inspire Designer provides multiple views of applications, including, workflow, design and proofing. This combines to create a powerful tool that offers strong context and coordination that reduces the complexity of even the most complicated communi-cation applications.

The GUI has a main application window, inside which mul-tiple tabs can be opened. Each tab represents a different aspect of document input, design and creation, as follows:

• Workflow: manages a document’s composition and the data that is uses. The workflow tab has a workflow window, which graphically represents the components being used, and a layout window, which is a powerful editor that is used for designing the document being created.

• Proof: provides windows to run a virtual print job, ena-bling the expected output to be proofed, and to view the variable data being processed by the workflow.

• Production: provides windows for controlling the prin-ting and output process for any completed workflow.

This workflow shows how, typically, Inspire Designer would integrate with a database or with a file that has been extrac-ted from your database – which could be SAP, another ERP system or any source of data and content. We’ll talk more about this in Section 5 of this document.

Once the data is connected within Inspire Designer, com-ponents can be dragged and dropped to process it. For example, this could filter out the customers of interest, or convert character data to numbers. QUADIENT Inspire is highly configurable which enables easy repurposing of ob-jects, quick evaluation of performance, and confirmation of production implementation.

Next, a template is created. This template could be a docu-ment design that will then be printed as a batch job or could be the basis for a user front end which will be created in Inspire Interactive or a custom application via Inspire Co-nnect (see Section 6).

Inspire Designer is used to set up rules that determine the content of the end document, which can be as simple or as sophisticated as needed. For example, simple yes/no flags could be used to add conditional text to a bank statement if a customer had also bought an insurance product. Targeted messages could be added to a letter based on a customer’s bank balance or location. Inspire Designer can integrate with mapping applications to provide geospatial information – for example, you could include a route map from a customer’s location to their local branch. This avoids complex data ex-traction projects that can take weeks, or even months.

Inspire Designer features

• Single application for design, composition and production provides ease of use, training, and implementation.

• Multiple input data formats speed implementations by avoiding complex data reconfiguration projects.

• Integrating to external data storage systems reduces im-plementation time, and focuses efforts on customer-facing aspects of the project.

• Personal communication is enabled by integrating multip-le sources of enterprise data from CRM, marketing, product catalogs, and external sources.

• Single design can support multiple electronic, data and print output formats to interact with customers via prefe-rred channels without duplicating projects for each channel.

• Instant proofing of data and designs allow for immediate design feedback from a full production engine for faster and more comprehensive quality control.

• GUI interface empowers users and reduces required re-sources.

• Integration with existing PDF, Word and other design assets to reduce implementation times and eliminate errors.

• Broad-based operating system support ensures produ-ction in the diverse IT environments within your business; including Windows, Mac, Linux, Solaris and AIX.

• Easy integration with common ECM, CRM, BPM, and other core data and content systems to allow designers ac-cess to existing data and content with no effort.

Design dynamic communications with variable data and images.

Outputs and next steps

Once you have created a core template in Inspire Designer, this may give you all you need for your variable output needs. Alternatively, you can add QUADIENT Inspire Inte-ractive, described in section 6, which enables end users, such as contact center staff, to work with documents and data within the QUADIENT Inspire platform. The tools can clo-sely regulate the level of interactivity provided to endusers, ensuring that the right balance is struck between freedom and control.

Inspire Designer supports the industry’s widest range of output formats, including AFP, PostScript, HTML, PDF, and image-based and text formats. It can also output to social-

media, for example posting on a customer’s wall on Face-book or sending them a tweet, a LinkedIn message or an SMS exactly when they need the information. This can be as simple as texting a customer to let them know their state-ment is online, or moresophisticated two-way interaction on Facebook such as responding appropriately if a custo-mer likes a bank’s page.

If your output is email, you can also track click-throughs from emails within the QUADIENT Inspire platform, for example when customers click on offers within a marketing campaign. See the description of Inspire Tracker in Section 7 of this document for more information.

Orchestration and integration

QUADIENT Inspire can automate repetitive, scheduled, or event driven tasks for communications creation as well as integrate into enterprise workfows. QUADIENT Inspi-re Automation and Inspire Scaler coordinate batch, inte-ractive, and on-demand work-flows, delivering consistent communications to your clients. QUADIENT Inspire is transparent and provides extensive feedback and reporting,

including the performance of each component and job. This can help improve process effciency and enable you to tune your applications. See Section 6 of this document on Inspire Automation and Inspire Scaler for more information. See Section 6 of this document on Inspire Automation for more information.

Create automated workflows to effortlessly use all of your systems and data to deliver to the right channel at the right time.

5 Connect

Whatever data sources you have, you can be confident that QUADIENT Inspire can work with it. The QUADIENT Inspire platform can take data from a huge range of inputs, and work with it – including customer data, transactional data, and digital assets such as images and logos.

Inspire Designer can handle multiple files of different ty-pes in practically any input data formats, including ASCII, XML, SAP, and social media feeds from Facebook or Twitter. Many of today’s applications require data and content from multiple systems of record in order to create concise and effective communication. QUADIENT Inspire is designed to make this as easy as possible, requiring no external data transformation projects.

As well as Inspire Designer, Inspire Content Manager com-ponent helps you work with third-party data. We will descri-be all of these capabilities in this section.

Enterprise infrastructure integration

QUADIENT Inspire enables you to maximize existing in-vestments by supporting SOA (Service Oriented Archi-tecture). This means that you can connect to your enter-prise-wide architecture through your existing services framework to power batch, interactive and online applica-tions. Today’s applications are driven by many types of data and content. QUADIENT Inspire can access these critical resources from many sources both inside and outside of your enterprise to help create relevant communications.

Object level import formatssupported by Inspire Designer:

DOC EPS

DOCX AI

RTF AFP

INDD (Adobe InDesign) PCL

PDF HTML

PS TNO (QUADIENT Inspire De-signer’s own native file format)

Reduce your development time by easily connecting to multiple types of data.

Repurposing legacy documents

Legacy applications are important in many enterprises, and upgrading and replacing them can be expensive. QUADIENT Inspire provides data conversion features within the familiar Inspire Designer and Inspire Produ-ction interfaces, so there is no need for extensive re--training or to buy another product when working with legacy document streams.

Existing applications can be augmented with color, graphics, QR codes, and can even be repurposed for different non-print channels with little effort. QUADIENT Inspire allows you to focus efforts on the highest returning projects, like mobile and social communications, while minimizing the ef-fort on legacy upgrade projects. Whether the enterprise is

using WebSphere, JBoss, .Net or other standard applications, mainframe and legacy applications can communicate directly with QUADIENT Inspire with little or no modification. To-day’s CCM projects require more information from more systems than ever before, and QUADIENT Inspire is com-mitted to making it easy to access the data, so designers can focus on design and content, instead of arguing over data integration.

Repurpose legacy communications to match electronic designs – in weeks, not months.

Inspire Designer allows you to simply modify parts of the print-ready document, for example you can quickly update a logo during a rebrand, or you can create a whole new do-cument from existing data. This offers rapid rebranding for organizations who have frequent rebranding, acquisitions or mergers.

Once legacy documents are in the QUADIENT Inspire design environment, they can be enhanced with color, va-riable elements, dynamic charts, images and converted to print and digital formats without having to reprogram entire applications.

One of the strengths of Inspire Designer is its ability to extract text from defined areas of a print-ready file. For example, it can take the address from a PDF or AFP file, and then use it as data to create outputs, or simply to sort documents for maximum postal savings.

Inspire Designer can also recognize items in print-ready files and then carry out a pre-defined action. This could include finding a logo on the page and then hiding it so it does not appear in the output, or extracting an account number. Your requirement may be something as simple – yet essential – as changing a phone number or updating terms and conditions on a legacy document.

Rules can be set up to work with complex multi-page do-cuments. For example, Inspire Designer can recognize the first page of each bank statement in a large print file, and can then change the logo only on these pages – leaving the other pages of each statement untouched, or making a dif-ferent change.

QUADIENT Inspire can act as a client on a J2EE or .Net MQ ESB (Enterprise Services Bus). A calling application can request QUADIENT Inspire to create a single document or a series of documents via a web service. When they are completed a return message is automatically sent to the calling application. It is even possible to include data in the request message and the document itself within the return message. This greatly simplifies on-demand, interactive and complex batch workfows.

If printing or electronic distribution is outsourced, by using J2EE or .NET MQ, web services messages can be sent di-rectly to QUADIENT Inspire to initiate actions, such as cre-ation of a policy or data-driven manual. Once the action is complete, QUADIENT Inspire returns a message along with a PDF of the output for archival purposes.

Inspire Production Manager can run as a true operating sys-tem service rather than just as a batch application. This me-ans more efficiency in how the server is used when execu-ting multiple jobs at the same time. More jobs can run faster and with less memory footprint than with command line or pseudo command line execution implementations where a simple web service caller sits in front of the command line program.

Why we are the leaderInspire Designer makes it easy to work with print-ready files with drag and drop editing, where some competitor systems require scripting or unsupported external applications to achieve similar end results.

Inspire Content Manager

Inspire Content Manager manages workfl ows, native fi les and resources, and handles version control through a fl exible labeling system.

It can link to other content management systems such as Microsoft SharePoint, Autonomy MediaBin and EMC Docu-mentum. Administrators can add a link to the appropriate content management system, creating a folder in the Inspire Content Manager directory tree that is linked to the third-party content management server. This powerful linking capability allows content to reside in various managed sys-tems yet take advantage of the full capabilities of Inspire Content Manager from a single interface.

Inspire Content Manager is the key to making sure all the versioning and approvals are working correctly. It takes out mistakes, and provides the reassurance everything is being handled properly. It also has a web extension, so that people outside your organization can upload new logos, pictures or text into Inspire Content Manager using only their web browser.

When you add a fi le to Inspire Content Manager, that fi le can be backed up and made available to other people. All changes made to a fi le are saved as a new version, so you can recover old versions of a fi le at any time. Members of your team, for example, can see the latest version of any fi le, instantly make changes and then save the newer version to the database. Later, if these changes are not accepted, you can revert to the previous version, allowing you to rapidly create, proof and approve design changes.

Different users can be given different roles and permissions by an administrator, and a check-out protocol ensures that confl icts do not arise among multiple users working on the same fi le. Inspire Approval states can be applied to fi le ver-sions to help share the workfl ow creation process between different roles, and the complete version history of any fi le can be managed.

Since Inspire Content Manager is integrated directly into Inspire Designer, there is no need to switch applications whether users are designing new content or modifying exis-ting jobs.

Third party content management

QUADIENT Inspire has built-in content management capa-bilities that enable businesses to monitor and control every element of the communication lifecycle. With QUADIENT Inspire, communications are not only relevant in content, but are also compliant and keep within corporate guidelines.

• Version control: keep track of all versions of templates, including who made changes, what changes were made, and when they were made, increasing accountability and com-munication integrity.

• Asset management: centrally manage all your brand assets ensuring that your business users are always using corporate-approved images, fonts, graphics, colors and more.

• Business rules: build specifi c rules to govern the content, formatting and placement of all elements in the communica-tion templates.

• Access control: apply user restrictions to entire con-tents or certain sections ensuring data privacy legislations.

• Collaboration and approval: approve your communi-cations online with different users inside and outside the organization. Selected users can share comments and views eliminating manual effort and streamlining processes.

• Regulatory compliance: QUADIENT Inspire provides a complete audit trail that tracks actions and updates to ensure with the integrity and auditability of your critical customer communication infrastructure.

When dealing with critical business communications, pro-duction reporting is essential to ensure communications are processed and delivered accurately. QUADIENT Inspire enables businesses to plan production processes while the solution tracks production in real time to capture, rectify and report any problems with data, or other errors that have been introduced.

Inspire Customer Journey Mapping

Mentioned in Gartner’s Market Guide for Customer Experience, Inspire Customer Journey Mapping helps to edit strategic company goals, target specific user personas and prioritize tasks list to improve the customer experience (CX) all from one place. Inspire Customer Journey Mapping links across journey maps, business applications, and owners of content. Through filter capabilities organizations get a holistic view of the entire customer experience down to the interaction point.

CX through Mapping CollaborationCustomer Journey Mapping’s swim lanes help organizations visualize the customer journey through multiple levels. The first swim lane displays the end-customer’s point of view from a customer experience (CX) perspective, putting you in the shoes of the customer. Below the first swim lane are supporting swim lane views providing a wider context such as organizational stakeholders (IT, legal, and HR), communi-cations exchanged with the customers, partners involved, etc. Through each swim lane, CX stakeholders can connect the dots of the customer’s journey through a curved path line. Lines can be drawn, text added, and customer senti-ment tracked. Easy and quickly draw the journey with drag and drop features. Drawing capabilities include the ability to link maps, adjust path thickness, touch point size, add resiza-ble background images for the overall journey, touch point labels, label paths, images, icons, mark a default map, add new toolbars, and a Z-axis. Color tags and filter views enables ca-tegorization, helping to call out pain points and moments of truth in the customer journey as well as branding, content, or channels inconsistencies. A strategic goals and personal editor help to determine which part of the customer jour-ney needs to be worked on first.

Social CommentingCapturing the voice of the customer through stakeholder collaboration is critical in effective customer journey ma-pping practices. Inspire Customer Journey Mapping features real-time social commenting for feedback across all func-tional departments involved in the CX process and encour-ages live collaboration similar to a feed of discussion in Fa-cebook. With a direct connection to the Inspire Designer environment, CCM communications are included within the CX map and helped to keep the CCM team in the loop real-time, speeding up changes of CCM based templates. Commenting capabilities are also found within document previews providing an audit trail of comments between main stakeholders that is linked to the content itself.

Measure change through analyticsInspire Customer Journey Mapping’s metrics are all connec-ted through dashboard widgets, giving stakeholders a con-solidated CX operational view with relevant KPI. Integration

with business intelligence tools, call center data, customer resource management, ERP systems and more help to bring KPIs to the customer journey map. Embedded content can be brought into dashboards via a HTML iFrame helping to connect analytics from back office or 3rd party solutions. Strategic dashboards provide a consolidated view with all KPIs to drive priority of CX needs daily.

Connect to CCM OperationsBy integrating with QUADIENT’s Inspire Designer, Inspire Customer Journey Mapping brings CCM communications into the fold. Inspire Customer Journey Mapping provides previews of the document templates that end-customers will receive. Versioning of communications previews are provided at the touch point level and show the evolution of the content through tracking historic changes. Visualization at the Dynamic communications level gives the CX team omni-channel preview accessibility directly from the Custo-mer Journey Map.

Implement the ChangeInspire Customer Journey Mapping helps to planning into action through task list management (Boston matrix). Ac-tion plans help to create prioritization of tasks among key stakeholders and quickly gain consensus from all de-partments on next steps. Strategic dashboards give C-Level decision makers the right KPI’s and historical story to deter-mine next steps.

How it OperatesTo begin using Inspire Customer Journey Mapping, organi-zations must first define their CX personnas, CX strategy goals, and select a few journeys to begin to work on. Once a CX team is assembled, organizations are able to then dig deeper into two or three journeys by observing the end

customer behaviors and thoughts, and start identifying pain points. Once status of current customer journeys is ma-pped from a CX perspective, it’s then time for the orga-nization to create the future targeted CX map. This map helps organizations to start working on the first 10 priori-ties of change for the customer journey. When establishing the future CX map, organizations initiate the collaborative design phase (co-design). Coworkers are alerted about the changes in the map through notifcations. Co-design is done from multiple remote locations helping remote colleagues to all work on the same map concurrently. If two or three sub-regions need to work on completely different global maps, multitenancy capabilities allow for these sub-groups to work separately.

Inspire Customer Journey Mapping helps organizations take CX where ever they go by being tablet ready or offline by exporting journeys to a PDF format.

6 Compose

In the previous sections we have described how communication performance can be improved by Inspire Designer, and how QUADIENT Inspire can link with your existing applications and legacy documents. Now, let us look at how you can take those templates and data, and use them to create actual documents that enable better customer communications.

Deliver batch, interactive and on-demand communications from the same application.

There are three ways you can do this:1 A batch or automated job2 On-demand, controlled by your users3 Interactive, web based browser

Automation of batch jobs

Customer communications must take advantage of a variety of channels – quickly, accurately and with as little human intervention as possible. Many production operations have printing platforms from multiple vendors. When you add consumers’ requirements for communication via email, web, mobile and social media then managing outputs becomes even more complex, and enterprises face increasing costs to support a growing mix of communication channels.

Inspire Scaler and Inspire Automation simplify the challenge of communicating across multiple channels, and thus to help achieve the secure and controlled delivery of enterprise--wide documents and data. In the previous sections we have described how communication performance can be impro-ved by Inspire Designer, and how QUADIENT Inspire can link with your existing applications and legacy documents.

Now, let us look at how you can take those templates and data, and use them to create actual documents that enable better customer communications. Inspire Scaler or Auto-mation can be both proactive and reactive, managing batch jobs along with individual requests that come from custo-mers and front line employees. These applications process and routes data streams to the appropriate output devices. Both can serve as an intelligent gateway between document composition tools such as Inspire Designer and output systems such as printers, archives, email systems and web servers.

Inspire integrates with key enterprise systems, including ERP, CRM, BPM, call center and core systems. It is built on a sca-lable, fexible architecture to handle future growth.

Inspire Scaler and Automation do not just handle print-rela-ted activities – either can be used to control other actions, such as archiving communications and creating digital out-put. The system is highly configurable to handle whatever communications task you need it to perform.

Inspire Scaler Capabilities

Inspire Scaler is QUADIENT’s newest orchestration and integration platform. Scaler was architected and designed to meets the needs of modern communications work-fl ows. Scaler is a web-based product that operates as the single location to manage your entire Inspire ecosystem.

On-Demand fi rstWith the rise of web and mobile, the volume of on-demand communications is growing rapidly, as are performance ex-pectations. Inspire Scaler is a modern Java-based application that allows customers to scale their infrastructure to meet demand. Easily add and remove servers as requests increase or decrease, so that you’re only paying for the hardware you need when you need it. Support for elastic scaling in Amazon Web Services adds the capability to automate infrastructure changes, reducing the need for human intervention.

Support for batch processingBatch processing remains a critical part of business proce-sses. Inspire Scaler helps you create complex communicati-ons workfl ow with an easy-to-use visual workfl ow designer. Customers can gather input data, apply processing with custom scripts, call external web services and deliver out-put to the appropriate channel.

Operations and ReportingInspire Scaler provides out-of-the-box reporting and audi-ting capabilities, including dashboards, job monitoring, and error reporting. Operations teams can use Scaler to moni-tor processes, cancel or pause jobs and resolve errors quic-kly and effectively, ensuring the delivery of vital customer communications.

IntegrationsInspire Scaler is the single integration point for external en-terprise systems as well as other Inspire products. Using Scaler’s powerful RESTful API, customers can trigger work-fl ows, interact with systems and databases, and ensure that Inspire easily ties into existing critical processes. Scaler also has prebuilt modules for linking to Inspire Interactive and Inspire Mobile Advantage, speeding time-to-market for omnichannel implementations.

How Inspire Scaler operatesInspire Scaler consists of a cluster of web application servers. These servers are attached to a shared job databa-se and a shared storage location. These shared resources allow the Scaler servers to operate as a cluster. If one server in a cluster fails, the other servers in the cluster will comple-te the unfi nished jobs. Application developers and operators use a web interface to build workfl ows, monitor jobs, and gather reporting and auditing information. For integration and automated actions, use the included API layer to start jobs, gather information, and monitor system health.

Inspire Automation capabilitiesAutomated document factory (ADF)Inspire Automation provides integrated ‘document factory’ capabilities for managing and controlling the entire commu-nication process from data acquisition through to design, composition, production, finishing and multichannel delivery. It continuously monitors the production process to ensure adherence to quality processes, for example by reading ad-dresses or barcodes with a camera, and can therefore recti-fy defects in real time. Full logging capabilities are provided.

Output managementAutomating the process 24/7 delivers efficiency and reliabi-lity to your operations. The automation engine can be con-figured to power any business process to streamline your structured, interactive and on-demand communications. Ensuring that output is directed to the best available secon-dary channel (in the event of an e-delivery failure) can keep customers connected, and trigger automated requests for self-service contact information updates.

Archive and retrievalHaving an efficient archive and retrieval system is vital in today’s highly regulated business environment to assist in automating compliance, reminders and other steps in the customer lifecycle that require viewing of older communica-tions. Inspire Automation enables all communications to be automatically archived and stored in the right place without your business users having to think about it. Archives can be retrieved instantly to improve call center conversations and support customer service staff.

How Inspire Automation operatesInspire Automation consists of client/server applications including a security server, remote processors, a tracking database, and a web application for web presentment. Pro-cessing on the server, as well as distributed processing across multiple servers and locations, is defined by a pro-cess workflow consisting of inputs and queues. This delivers scalability as the communication platform grows to serve the organization over time. Queues are used to define the logic of job processing while the processors assigned to the queues perform the actual processing function, such as calling a web service, composing a document, running postal optimization, or validating addresses. Jobs sent to Inspire Automation are accepted by an input, or gateway into the workflow. This can be a hot folder, a SOAP web service, email, FTP, or other types of input. Separate inputs can be created for each customer or recurring job, with data automatically flowing to the ‘database’ queue. Jobs are passed from inputs to queues, where the actual processing is done – for example, converting document format, sending to a printer, or sending a document as an email. Workflow

is defined through connection of queues with conditional filtering. Inspire Automation provides a multi-platform solu-tion that is compatible with Windows, Sun Solaris and Linux and other UNIX environments. It can be easily integrated into existing environments with minimal disruption – inclu-ding ERP, CRM and other enterprise applications. It can be controlled either via its GUI, or a command line interface. Multiple platforms can be coordinated, enabling the same applications to run on multiple operating systems, delivering the flexibility your IT environment needs to handle peak seasons.

Line of business composition

IntroductionMost components of the QUADIENT Inspire platform are intended to be used by people who have been trained to operate the system – primarily the IT team, but also by others within your organization. Every day, new users with new skills use different interfaces in the QUADIENT Inspire portfolio. QUADIENT Inspire makes it easy for legal, mar-keting, and other business professionals to contribute con-tent to critical customer communication projects, removing unnecessary steps that often require IT resources to re-key wording, design, or other simple changes. In many cases, you may also want to use QUADIENT Inspire with speci-fic groups of end users with particular roles, and to tightly control the access they get to the platform. For example, contact center staff may use QUADIENT Inspire to look up customer details on a call, and to send out letters or other documentation following prescribed rules and templates. There are two main components for working with use cases to compose documents:

• Inspire Interactive: provide end users with guided autho-ring experiences• Inspire Approval: handle collaborative approvals

Why we are the leaderInspire Automation’s automated document facto-ry capabilities are more comprehensive than other CCM solutions. Features such as channel mixing and responding to bounce back messages help to improve accountability and to drive efficiency.

Let your business experts do what they do best

You don’t ask a lawyer for health advice, why let IT manage marketing? For Customer Communications Management (CCM) software, use a solution that gives your business experts control over the content, templates and rules they are responsible for, whether they ensure compliance, protect the brand, or streamline workfl ows. QUADIENT In-spire™ Interactive lets users create interactive experiences via the web; personalized, consistent, and compliant. That’s how to engage customers throughout their lifecycle.

Customer interactions are unpredictableOne-to-one customer interactions are labor-intensive. Overhelmed customer-facing users may not always adhere to branding and compliance rules. Interactive lets users se-lect the right template and content, automatically populate communications with enterprise and customer data, auto-mate approvals, and distribute the fi nal piece to all required recipients.

Time is moneyReduce time to market and let the experts focus on hi-gher-priority tasks. Give them control over their areas of responsibility. Content owners create and modify content; communication designers manage layout, deploy business rules, and ensure branding; IT maintains control over archi-tecture and integration.

More is betterThe more you know about your customer, the deeper the engagement. Interview pages let users create personalized content in response to predefi ned questions. An outline view lets you navigate complex communications.

Easy to deploy and integrateInteractive is a single sign-on, web-based solution; no soft-ware to install! From small teams to call centers with thou-sands of users, count on quick adoption thanks to the in-tuitive user interface and multiple language support. Users browse a gallery of approved templates to get started, or respond to tickets generated from core systems. And if you prefer, Interactive lets you enable document process man-agement (DPM) through your legacy systems.

Increase quality and performanceIt’s important to know how your CCM is working. Interac-tive has a powerful management dashboard that provides meaningful performance statistics. And quality assurance lets you optimize template and content usage to track user effi ciency, eliminate duplicates, identify abandoned items – and improve communications.

QUADIENT Inspire Interactive• The only solution that easily matches tasks and skills; em-power business users to assemble compound documents

• Faster time to market; respond instantly to market demands without IT help

• Business users control channel experience; one solution for correspondence and authoring

• Bridges gaps in legacy systems

QUADIENT Inspire Interactive Remote Authoring Portal

Senior users from Line of Business and Customer Service author text

Marketing maintains the messaging box

Legal reviews and approves the template

Line of Business and Customer Service use templates to write letters

Production and delivery

Let’s createawesome

communicationstogether

Inspire Approval

What the component isInspire Approval provides a collaborative approval plat-form, with the fl exibility to customize approval processes to comply with internal and regulatory requirements.

Using Inspire ApprovalInspire Approval shares, routes, approves and tracks docu-ments, with a full audit trail. The solution shows an onscreen version in real-time and shares it with agreed individuals, teams or groups to approve. It moves through the approval process automatically until complete.

Inspire Approval provides highly fl exible business rules and workfl ows, enabling the approval process to be confi gured in detail, no matter how complex. If required, it can be easily connected to existing workfl ows elsewhere in the business to reduce training requirements.

Users can type notes and electronically draw on the docu-ment. All annotations stay with the job and form part of the audit trail. Users can make changes to any part of the job simultaneously, while keeping track of each user’s version.

The component automatically emails users when a job requires their attention. If they have not logged in within a set time, they will receive a reminder. If a user does not approve on time, jobs can be escalated to the job manager or further down the approval process.

Inspire Approval is used via the web, so users can access it from any device, anywhere – ensuring that being out of the offi ce does not hold up the approval process. The so-lution can integrate into any business application or output format, such as Microsoft Word or PDF. You can confi gure Inspire Approval so that different people are responsible for signing off different pages within one document to capture all departments’ input on the update.

Benefi ts• Accelerate approvals by up to 50%.• Speed design time by 80% by removing unnecessary com-munication.• Improve accountability with full audit trail.• Confi gure and control approval process by defi ning the entire fl ow of a job as it moves through the approval steps of your business.

Control your approval process, from anywhere at anytime.

Flexible business rules and work-fl ows allow real-time approval by your expertises..

Why we are the leaderUnlike competitive solutions, Inspire Approval is completely integrated with the QUADIENT Inspire workfl ow. This means that you not only can see the content just like with viewing a PDF, you are seeing it rendered, real time using the QUADIENT Inspire production engine. This shows the actual behavior of the job, including any errors, as well as giving users a window to look at the actual data that was used to create any page in the job. In addition, Inspire Approval is fully integrated with Inspire Content Manager, which provides effi cient connectivity with both jobs and their status in Inspire Content Manager.

7 Deliver

Inspire Designer includes a production environment that allows you to configure the production and output process. You can specify printing protocol and output parameters, control printing, and view job history and status messages. This allows you to control and coordinate complex multichannel communication projects, bringing all communications together, regardless of channel.

As well as the standard production environment, a simplified version is available. This can be used for printing workflows one at a time, and offers a less diverse set of job parameters than the standard production environment.

Multichannel output

With a single platform, QUADIENT Inspire helps busine-sses to implement integrated multichannel communications across the enterprise. The built-in multichannel capabilities mean that business users only have to use one design envi-ronment to produce the required output format, whether that is print, web, email, mobile or social media.

Advanced production capabilities enable communications delivery through any channel including SMS, email, web presentment, print, mobile, fax, social media, dynamic com-muncations and other emerging channels. The Inspire Email Gateway component enables emails to be sent as text or HTML to match users’ preferences.

While your business users define the content, parameters and delivery channels, the high-performance production en-gine composes high-volume communications automatically for any delivery channel.

All communications throughout the enterprise require op-timization across all channels to reduce delivery costs and increase operational efficiency. QUADIENT Inspire intelli-gently collates and delivers communications, according to your preferences and in the most cost-effective way for the enterprise.

As communications evolve, formerly channel specific com-munications now require a version tailored for the oppor-tunities and restrictions of multiple channels. QUADIENT Inspire can accommodate the differences in design and de-livery requirements, enabling multichannel output manage-ment from a single application, even when run on multiple types of IT environments.

Industry leading UI designs, proofs, and delivers to all channels.

Mobile Advantage

Mobile and web communications are now critical channels for all businesses. QUA-DIENT’s Mobile Advantage is a software development kit (SDK) that takes content created in QUADIENT Inspire and distributes it to mobile applications and websi-tes. Leveraging Mobile Advantage’s backend with QUADIENT Inspire Automation or Scaler, send encrypted communications to web portals or mobile applications. Mobi-le Advantage helps businesses to remain at the top of their market while maintaining the security and compliance that QUADIENT Inspire products are known for.

Delivery beyond Dynamic CommunicationsMobile Advantage features and capabilities go beyond de-livering Dynamic Communications. Customers are notifi ed of new communications on their mobile device via Mobile Advantage’s mobile push notifcations – helping to improve the open rate of communications for businesses. Improve personalization by localizing content for customers through Mobile Advantage’s geo-location and statistics capabilities. When businesses use Mobile Advantage’s photo capture and OCR functionality, capturing important information about customers such as proof of identifcation, documents, and photos is done directly through the mobile device. This helps businesses to more quickly validate customer infor-mation while taking into consideration customer conveni-ence.

Page display speed and reduce data storageEnsure quick delivery for customer communications with Mobile Advantage’s backend that splits Dynamic Communi-cations resources and data. Mobile Advantage backend saves mega-bites by storing only one instance of content resou-

rces such as JavaScript, text, logos, etc. per WFD. This, only kilobytes of data are transferred on the networks making page display on the customer screen in under 0.2 seconds (compared to the industry average of 1.5 seconds). Content is pushed to customers at market speed while maintaining end-to-end encryption from deployment to app.

Improve customer experience through statisticsWhen used with QUADIENT Inspire Mobile Services, Mobile Advantage reports important metrics back to the business. Mobile Services provides conversion and bounce rate reporting, as well as step-by-step drop out rates. Data gathered from Mobile Services helps businesses identify pain points and improve the design of mobile pages.

Sync and save customer data online and offl ineBring mobile content both online and off with Mobile Advantage. Easily restart mobile content data input from where it was last saved. Offl ine to online restart helps fi eld agents and customers to complete data input and sync data when devices come back online.

Customer experience matters,just ask your competitor

Don’t just disseminate information. Start a conversation with the only Customer Communication Management (CCM) system that facilitates an exchange of informa-tion. QUADIENT Inspire Dynamic Communications lets you create customer-driven, interactive communications that will engage your customers through their entire journey. Save up to 80% of design, approval, and implementation time with a single design so fl exible it adapts to every communication channel. Dynamic Communicati-ons is what your customers want.

Customers do it their wayA multichannel solution lets your customers choose how to communicate. If a transaction requires multiple touch points, a customer may use more than one channel: that’s an omnichannel experience. Imagine: they respond to a URL in a letter; fi ll in a form on their laptop; review it on their phone; and hit send from their tablet. Dynamic Communica-tions’ fl exible design maintains consistency so the changes between channels are invisible to the consumer.

Personalize marketing, increase revenueThe more you know about your customers, the more pro-fi table their lifecycle will be. Dynamic Communications tracks real-time interactions along with customer feedback. Respond by embedding relevant calls-to-action for new pro-ducts and services. Limit the customer service burden; em-bed self-service capabilities in your communications.

Enhance your relationship, let the customer driveCustomers want insight into their assets, so give them the ability to work with their own data. Dynamic Communica-tions provides them the power to search, sort and analyze

their information. This has particular appeal to banking and insurance customers, who are then likely to initiate requests, or buy new products or services.

Profi t from effortless implementationDynamic Communications are created centrally. From a sin-gle interface, unify design for print, web or mobile; doing in a matter of hours what used to take specialized imple-mentation teams days. Messaging, branding, and compliance requirements are all consistent so it only takes a moment to validate layout and appearance for each channel. With the fastest time to market, a 5X ROI, and a payback period of nine to eighteen months, your business benefi ts along with your customer.

QUADIENT Inspire Dynamic Communications offers digi-tal transformation solutions to manage the customer ex-perience through processes such as customer onboarding, money lending, retail bank servicing, wealth management or insurance products. Banks and other fi nancial institutions use QUADIENT to migrate legacy print customer commu-nications with brand new engaging business opportunities.

Making changes to mobile content is as simple as making edits in Microsoft Word or PowerPoint.

Legacy systems do not dictate customer communicationsIt’s a digital world and your customers have embraced it. To keep them satisfi ed, and your relationships strong, use the electronic cha-nnels they’ve come to rely on. Control costs and maintain brand consistency by incorpora-ting the ability to communicate electronically, by email and SMS/text messages, with your existing print applications and IT systems. It’s achievable and affordable - and necessary.

Take advantage of digital channelsQUADIENT Inspire delivers unmatched quality customer communication management (CCM). QUADIENT Inspi-re Messenger uses the cloud to let you engage customers electronically. With a minimal upfront investment and the choice to pay as you go or prepay, Messenger is perfect for projects of any size.

Leverage your existing content and systems to save time and costs, and ensure brand consistency for personalized, one-to-one communications.

The user-friendly interface lets you develop, monitor, and refi ne customer communications to improve the customer experience.

Refi ne your communications strategyWith electronic communication comes the ability to provi-de highly personalized content, such as targeted offers and messages, which let you drive customer behavior. Send text messages with useful updates and notifcations, or include links to personalized web pages, PDF bills, statements, and other communications.

Messenger delivers valuable, actionable, customer insights. You now see who opened emails, clicked links, or unsub-scribed. You automatically capture bounce-back and delivery error data. Use this information to fi ne-tune your marketing approach and create more effective, profi table communica-tions.

Design once, deliver to many channelsCustomers have communications preferences. If you have a print design to reuse, take it to email and SMS in under 20 minutes. Start small, attach PDFs to emails. As your electro-nic delivery initiative grows, create content-rich HTML emails from existing applications.

Build your campaign quickly

Deliver outstanding, standardised communica-tions whatever the channel

Monitor the whole campaign and yourcustomers interactions

This fl exible, scalable solution provides secure delivery and evades spammers. It accommodates one-to-one customer communications as well as millions of emails per day, and ensures branding, regulatory, and compliance language con-sistency. Start today. Keep your customers engaged.

... the ability to offer email and SMS broad-casts without having to invest in further software or to outsource the work to 3rd parties was particularly exciting.

Will Anthes, Managing Director, W8Data

8 About QUADIENTWith over 20 years of improving customer experiences, QUADIENT Software Technology has unrivalled experien-ce in the field of customer communications management.

QUADIENT is a global company, headquartered in Swit-zerland, with offices throughout Europe, America and Asia. We serve thousands of users worldwide in a wide range of industries including financial services, banking, insurance, telecommunications, utilities and healthcare.

We provide reliable technologies and products with world-wide ISO 9001:2008 certification and CMMI development methodology, open standards and best in class professional services and support.

Global presenceWith subsidiaries and a network of partners,QUADIENT is present in over 60 countries.

Support

QUADIENTS’s experts are available to help with any issues, and to make sure that your implementation of QUADIENT Inspire is as effective as possible. Our flexible teams can act as dedicated consultants for your business, or attend to specific requests.

Our support teams are available 24 hours a day, 7 days a week. Wherever you are in the world, you can get help quic-kly when you need it.

Services we can provide include:• Legacy migration• Proof of concept• Solution architecture• Application development• Solution implementation• Solution testing• Software maintenance• Process analysis• Product integration• Project management• Customer workshops

QUADIENT delivers a range of training programs to help companies get the most from the QUADIENT Inspire plat-form. This includes onsite training, e-learning programs, sup-port videos and web conferences.

Detailed documentation means that your team can get up and running quickly, and can understand the platform at the right level of granularity. We also have an active online user community that provides fast access to support, and enables our customers to share ideas, experiences and feedback.

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