White Paper
Trends & Challenges in Customer Communication by email “According to the research carried out by e-billing and bill analysis services provider, CTI Group, 86 percent of participants have stated that the provision of e-billing and analysis instruments have allowed them to cut costs without seeing a drop in revenues. Furthermore, the survey states that a further 78 percent of interviewees agree, that financial institutes would face customer churn by not providing them with the transparency of e-bills and online analysis tools� This white paper highlights the emergence of email communication via interactive documents & more.
Introduction: In the digital age, documents in all formats such as email, web, kiosks, mobile and more have become the next step for customer communication. Communication such as account statements, welcome kits, payment advices, reminder notices and acknowledgments, sales decks, direct mail promotions and e-mail newsletters have become the central touch point of an organisation to connect with customers. Yet most organisations still communicate with customers via print communication channel, especially in document driven organisations such as Banking, Insurance and Telecom where information is manually entered in the database and then documents are created for dispatch. Interactive documents are highly strategic and proven to attract & retain customers. It enables organisations to move from their legacy document and content management to more interactive multi-channel real time, anytime, any device interaction with the customers and internal employees. Organisations are planning and executing their business strategies to improve their internal processes, develop new products, extend their reach into new markets and geographies, ensure regulatory compliance and effectively engage with prospects, existing group and individual customers.
Business Challenges: Financial Institutes are increasingly faced with the challenges of communicating to a demanding and divergent base of customers and competing with other organisations, to acquire new customers as well as holding on to their existing customers Normal PDF communication runs in multiple/ hundreds of pages making it difficult for end users to search, filter & analyse the data within the same, it is not easy for customers and business managers to understand and look for information they desire. Other than serving as a print file, normal PDF documents do not provide any value addition to business and in turn provide no Return on Investment to end customers or the organisation.
Aurionpro is a publicly traded technology company that helps enterprises be more efficient through domain-driven software and consulting offerings. For more information, visit www.aurionpro.com
White Paper
Changing trends towards Interactive PDF: Interactive PDF provides important features such as search, filter, drill down, user driven menus and tab for easy navigation between pages, embedded hyperlinks, editable prefilled forms which can be downloaded and used offline.
The Solution: CLICK Interactive PDF CLICK Interactive PDF product is a state of the art communication, to answer all your business's correspondence needs with advanced features such as multiple tab system, clickable links, multi graphs, interactive graphs, search, sort / filter options, drilldown within table / grid control etc. Moreover all these features are available in offline mode, making it more convenient for customers.
Interactive Graphs
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Features of Interactive PDF Multiple Tab system Using this provision, interactive PDF can be designed to have multiple tabs. This feature will help in better categorization of data. It will also help the user to navigate to the data in an easier manner. In normal PDF document, one might need to scroll down the document most of the time to find the
Aurionpro is a publicly traded technology company that helps enterprises be more efficient through domain-driven software and consulting offerings. For more information, visit www.aurionpro.com
White Paper
appropriate data. But using the tabs, one can directly jump to the required section/category and find required data.
Clickable Links Certain part of the text in the CLICK interactive PDF can be made to act as a clickable link. This feature can be used to redirect the intended person to other parts of the document as well as to desired websites / webpage. For example, value of the monthly charge can be hyperlinked with the part of the document which provides details how the monthly charge has been computed. Additionally using this feature the service provider can redirect the user to a link on their portal too.
Multiple Promotional Slots Similar to clickable links, multiple promotional slots are interactive images that can also be used to redirect the user to different part of the document or any online website / webpage. The main difference is that clickable links are displayed in textual format while interactive images are displayed in pictorial format. Service Provider can provide link to their portal using this feature.
Presentation of data in tabular format Data can also be presented in tabular format within the CLICK interactive PDF. This can be useful to display the data to the user in a much detailed manner, resulting in a richer customer experience. Besides providing a user friendly view and quick turnaround time for locating transactions, this tabular format in which the data will be presented can also provide options for sorting and searching of data as per the requirements of the user. Additionally text fields, drop down lists, buttons and various such options can be made available for sorting and searching of data.
Payment Gateway CLICK Interactive PDF can enable the user to make direct payments from the PDF itself. When the option for making payment is selected, payment gateway API will be called and after authenticating the user executing the transaction in just a click. In this feature, objects like text boxes, buttons, selection tools and other objects related to payment gateway will be launched. With help of this Payment gateway, direct payments can be made using PayPal account or any other relevant accounts.
Graphs and Charts Data can be presented in graphical format within CLICK interactive PDF document. This pictorial representation of data enriches the user experience and facilitates proper understanding and representation of data. Various graphing options can be made available to the user such as pie charts, bar graphs and line charts. This feature can be used to show comparison between various desired permutations and combinations. Additionally more than one graph of different types can be depicted within the same CLICK Interactive PDF document. These graphs come with the index of the data it is representing. Also the user can design these graphs such that on mouse over they can represent the data at a specific selected point/period.
Forms for data collection CLICK Interactive PDF can also provide the user with forms to update their KYC data and other vital information such as notifying the customer of a change in the address etc. On clicking on the submit button the data can get updated in the database assisting organisations in compliance.
Aurionpro is a publicly traded technology company that helps enterprises be more efficient through domain-driven software and consulting offerings. For more information, visit www.aurionpro.com
White Paper
Hyperlinks to navigate between pages
Representative of data with interactive graphs
Benefits: Moving document control to point of sale Generate new business applications Personalise customer interactions / communication Speed up communications Increase control of communications Standardize branding and style Improving customer satisfaction and lowering costs of operations Enhances interaction between service provider and customer Provide better way to present data Comfortable viewing and understanding of data for customer Option to have dynamic data Provision for having more data in single document
Use cases for Interactive PDF: Easy to use User can work offline Can be shared on email Reduces load on live server Enhances customer experience and delight Allows sending multiple product information in single PDF Allows searching and sorting data within PDF Allows promoting multiple marketing messages and promotional advertisements in single slot Aurionpro is a publicly traded technology company that helps enterprises be more efficient through domain-driven software and consulting offerings. For more information, visit www.aurionpro.com
White Paper
Allows customer to export data into excel and other format from PDF Allows capturing missing information such as email address, contact detail etc. on PDF and submit to web server Allows interfacing with payment gateway for payment processing
Integration Approach: CLICK Interactive PDF product interfaces with multiple data sources. It can read data from across all databases or it can also read data from various file formats such as CSV, TSV, XML, XLS, Structure and unstructured files. For Electronic Statement generation CLICK Interactive PDF can read data directly from the core database, data warehouse or file formats such as TIMM / ETIS. This will save need of data replication within CLICK database.
Aurionpro is a publicly traded technology company that helps enterprises be more efficient through domain-driven software and consulting offerings. For more information, visit www.aurionpro.com