What are your customers experiencing when they call your customer service team? Too often, when customers reach out for help in solving a problem or completing a business task, they feel dread in anticipation of the experience they might encountered to solving their problem.
Often, this feeling is well justified. Many customer service reps and case managers deal with manual or fragmented processes, and a lack of access to critical information.
How can you change that customer dread to customer delight?
Address common use cases to maximize operational efficiency
Here are some common, industry-specific use cases where the integration of processes and information can help your organization to deliver a better customer or citizen experience:
Public Sector & Government
Streamline business processesfor citizens such as securing business licenses, driving licenses, permits, apply for passports, pay fines and penalty, planning applications for buildings, and other services.
Manage fraud risk. Combine with AIto uncover falsified unemployment applications, fabricated tax information or recognize patterns that can indicate deceit.
Streamline investigate security threats. Teams of data forensics experts can access all relevant information in one place to conduct thorough investigations.
Healthcare
Access, integrate and manage patient records and data that live in siloed applications and are required to complete business tasks such as admission, discharge or create a treatment plan.
Finance
Simplify common customer business processes such as opening new accounts, applying for loans and mortgages, managing brokerage accounts and stock trading, validating dubious applications or activity.
Assist in fraud management using AI: Find abnormalities in loan applications
Streamline salesand uncover new upsell opportunities: Manage all the digital paperwork to onboarding new customers. Use AI to uncover new sales opportunities.
Manufacturing:
Support post-sales services and upgradesby streamlining field technician access to product installation guides, diagrams, drawings, and photos that reside in various application silos.
Eliminate content chaos and streamline workloads
OpenText offers a structured approach to help customer service reps and case managers gather, manage, and extract all the information needed to service customers in a familiar interface. With OpenText™ Extended ECM for Microsoft® Dynamics 365™ Customer Engagement, they have all the relevant information they need at their fingertips, in one single pane of glass, no matter where that content lives.
Extended ECM for Dynamics 365 Customer Engagement surfaces content from Microsoft Teams, SharePoint, ERP or CRM systems like SAP and Salesforce, Office 365, or other siloed systems so that your front line service reps and case managers get all they need to solve customer issues.
Best of all, it ensures all critical information is automatically stored, managed, and classified ensuring superior records management and security, easy searchability, and compliance with applicable regulations.
Contact OpenText to learn help how to maximize operational efficiency and keep customers delighted.
Across the USA, many thousands of people with long-term medical conditions rely on incontinence supplies, enteral feeding equipment, ostomy products, and nutritional supplements to support their daily activities. At US Med Express, our mission is to make it easier for patients to get durable medical equipment (DME) delivered directly to their homes on time, every time.
Achieving this is no walk in the park. As well as complying with regulations such as the Health Insurance Portability and Accountability Act (HIPAA), we engage with a wide range of stakeholders across the healthcare value chain. These include healthcare providers, insurers such as Medicare and North Carolina Medicaid, and logistics, warehousing, and last-mile delivery partners.
Communication is key
Because so many different stakeholders are involved, effective communication is really important. Among healthcare providers, fax is by far the most common method to exchange information. Every month, we send and receive thousands of faxes with hundreds of healthcare providers across North Carolina and beyond—including sensitive information like patient medical histories, prescriptions, certificates of medical necessity, and more.
In the past, our team would manually send and receive paper-based faxes. However, as our business grew steadily, that approach began to present a number of challenges. Because we had to send records to each provider individually, there were many chances for human error to creep in.
Manual processes, human errors
For example, something as simple as pressing the wrong button when inputting a fax number would cause the transmission to fail—and in many cases, it wasn’t immediately obvious that something had gone wrong.
Every six to 12 months, we need to review and renew customer orders. The risk was that an error might mean new paperwork wasn’t sent out in time, leading to a delay or interruption to patient deliveries. And that simply wasn’t an option.
Selecting a highly automated solution
That’s when we turned to OpenText. We replaced manual faxing with OpenText™ Providerlink™—a cloud-based solution that brings all in- and outbound faxes with healthcare providers together in one place.
With Providerlink, the fax numbers for all 100 healthcare providers we work with are saved in the solution, which means there’s no risk of making the kinds of errors that happen when people type them in manually. We also get a full history of every in- and outbound document, which makes it simple to provide auditors with the information they need.
Working faster, delivering on time
Providerlink is helping us maintain an excellent rate for on-time deliveries, even as the business grows. Thanks to the OpenText solution, we get instant alerts if a fax transmission fails, which helps keep processes such as repeat-order renewals on track. In fact, automation from Providerlink allows us to process repeat orders 50% faster. We’re saving the equivalent of around 19 person-days a year, which we can devote to helping patients with complex needs.
Over the last decade, our patient numbers have grown four-fold, but our customer service levels and back-office efficiency have not reduced in the slightest. Because Providerlink is a cloud solution, we have the headroom to keep adding more patients, both in North Carolina and other states.
At OpenText, we are committed to providing innovative solutions that empower HR administrators, mobile employees, and direct customers alike. Our latest OpenText™ Extended ECM for SAP® SuccessFactors® 23.3 product release is no exception, as we introduce a range of features designed to save time, enhance security, and streamline essential HR processes.
What’s New for HR Administrators to Save Time
Flexible Upgrades: Managing global clients’ upgrades just got more manageable. Once upgraded to 23.3, organizations are no longer restricted to specific server versions. Organizations can upgrade the document generation clients at different times, eliminating the need for simultaneous upgrades. This gives HR administrators the freedom to schedule and coordinate upgrades according to their unique needs and priorities.
Decoupling Server and Client Add-In provides more manageable, flexible upgrades.
What’s New for Mobile Employees
Enhanced Security: Security is paramount, especially in the mobile world. Our latest release introduces added layers of protection for the OpenText Extended ECM Mobile App. Hybrid employees can now use Face ID or thumbprint recognition for password entry, ensuring that their HR records remains secure without sacrificing convenience.
What’s New for Direct Customers Using Electronic Signing
Efficient Document Distribution: Say goodbye to cumbersome document distribution. Our latest release for X2HR (Direct OpenText Customers) offers a cost-effective solution for sending a single document to multiple employees simultaneously for review and approval. This streamlines the document distribution process, saving you time and resources.
Time-Sensitive Approvals: In today’s fast-paced business world, timing is everything. With our electronic signing solution, you can ensure that time-sensitive approval and agreements are handled promptly. This not only boosts productivity but also minimizes delays that could impact your HR operations.
Cost Savings: Traditional paper-based document management can be costly. By adopting our electronic signing solution and linking them to custom workflows you not only reduce paper and printing expenses but also save on physical storage and handling. It’s a cost-effective way to modernize your document management processes.
Electronic signatures speed HR approvals and save costs.
Bug Fixes:
SAP SuccessFactors documents are only uploaded to an employee’s file once they have been approved and published.
The document or employee record deletion is conveniently located.
Visual improvement for Document Generation.
What should your HR organization expect from OpenText in the coming years:
As technology continues to advance, HR professionals can expect exciting developments benefits such as:
Conversational Search: HR Business users can quickly extract insights from mission critical HR files to make data-driven decisions.
Smart Document Types: This will help automate document upload to help speed up the approval process.
Personalized Employee Experiences: Document Generation module will increase support for high availability and scalability to boost satisfaction and retention rates.
Enhanced Records Management: Administrators and Records Managers will benefit from vastly improved performance when running disposition searches.
The future of HR is bright, and AI will undoubtedly play a pivotal role in shaping it.
In conclusion, OpenText Extended ECM for SAP SuccessFactors latest product release 23.3 brings new enhancements and improvements to make HR administration more efficient, secure, and cost-effective. Whether you’re an HR administrator, a mobile employee, or a direct customer using electronic signing, our solutions are designed with you in mind. Stay tuned for future product release information where HR professionals can unlock even greater potential from their HR Document Management solution.
For more information about our latest product release, please reference OpenText Extended ECM Platform Cloud Edition 23.3 Release Notes(requires OpenText customer log-in). All previous updates are included in 23.3.
Are you seeing an uptick in the number of audio and video (“A/V”) files in your document collection sets? You are not alone! In the past, these files were just a small, mostly inconsequential part of the data collection, such as sales and marketing materials, holiday videos, and user internet downloads. Rarely were A/V files considered to have any probative value for legal purposes and these files were often ignored because the time, effort, and cost of manual review far outweighed the potential value of the evidence.
But as A/V recordings become more common in day-to-day business operations, ignoring this source of evidence is no longer tenable. For instance, over 91% of companies use video as a marketing tool today, an increase of nearly 30% from 2017. And, due to easy access, cameras are placed everywhere – front doors of homes and businesses, car dashboards, smoke alarms, and so on. If you have a phone, you have a camera. And the appearance of COVID-19 changed the game on this front as well. According to a recent Pew report, one in five Americans stated they meet on video at least once a week since the pandemic.
Working with A/V files in eDiscovery presents many challenges. First, they are not inherently searchable. This would traditionally exclude them from search results and the benefits of predictive coding and other database analytics. Second, downloading the files from your eDiscovery platform to play them in another product can be time-consuming. Not to mention that allowing users to download these files to their own computers may present security and privacy risks of their own. Manually listening to or watching all the A/V files in a document collection for potentially responsive materials is exceptionally time-consuming; a single A/V record can require anywhere from 5 minutes to more than an hour to review manually.
This is a technology-created problem begging for a technology-fueled solution and OpenText now offers a seamless AI-powered fix.
A solution for time-consuming A/V review
To address these challenges, OpenText eDiscovery solutions CE 23.4 will include A/V playback and transcription functionality for both the Axcelerate and Insight platforms. OpenText has built this functionality from the ground up. The result is seamless integration of playback and transcription in your OpenText eDiscovery platform of choice. This functionality will begin rolling out to the Cloud in October 2023. Here is what you can expect to gain from fully integrated A/V playback and transcription functionality.
eDiscovery A/V Transcription
OpenText A/V Support automatically generates accurate transcripts for this content, rendering these records searchable and therefore capable of being included in any culling strategies. It also means that they are included in predictive coding results along with all text-based documents for rapid and comprehensive insight into all potentially relevant data. Furthermore, the A/V text can be analyzed with robust text enrichment features such as entity and name recognition and sentiment analysis to reveal patterns and insights, identify key persons and organizations of interest, and help protect privileged and confidential data that may be hidden in A/V files.
Once generated, the text from the transcripts will be added to these records via a process very similar to generating OCR. It will also be available with corresponding time stamps as a side-by-side view when using the A/V player. Any relevant search terms will be easily identified with color-coded highlighting within the transcript views.
Built-in eDiscovery A/V Player
Once potentially responsive A/V files are identified, reviewing key files, in part or in their entirety, may be warranted. While rendering transcripts searchable is necessary for proper A/V file management, watching and listening to the full playback of key files (or portions thereof) can reveal crucial insights. Our new A/V player fulfills this need handily. All playback is streamed through the player within the document viewer and, unlike other document review software, it does not require a local download.
This fully functional player allows for simple playback within the viewer as well as playback alongside any pre-generated transcripts. The transcripts all contain time stamps and make it easy to hop from one section of the media file to another. You can also set the transcript to auto-scroll so the sections of the transcript being played through the media are continuously highlighted during playback. The automatic scrolling feature is a great way to quickly identify sections of relevant material.
Even if your A/V files don’t have transcripts or lack audio altogether, you can use the Timeline view as a visual aid to identify relevant portions of the media by time stamp. There is a red pointer to indicate a place within the playback and this can be used to quickly skip to relevant sections by simply dragging the pointer to the desired portion.
The player also has many other options, including adjusting the playback speed, skip forward/backward, auto mute during playback, auto playback when viewed, and much more.
What’s Next for OpenText eDiscovery?
OpenText plans to continue expanding the capabilities of A/V review with new features, including:
Ability to redact A/V files and/or their transcripts by timeline or time stamp selection
Ability to assign redaction reasons to each markup
The world of digital asset management (DAM) is rapidly evolving. It’s at the heart of digital transformation for many global organizations. But the concept of a global DAM is surprisingly elusive with its multi-faceted nature presenting both challenges and opportunities.
What is a global DAM?
There is no one-size-fits-all definition. A global DAM serves multi-national organizations with a presence in at least three continents. It should be accessible to employees worldwide, regardless of their location or language. The core goals of a global DAM include standardization, cost reduction, and offering a springboard for smaller business units to access technology that might be otherwise out of reach.
Ownership and funding
Global DAM ownership extends beyond a single department or business unit. It’s a partnership between marketing, IT, and multiple business divisions, requiring high-level sponsorship and strategic alignment. There’s no standard model for DAM ownership – it varies depending on the organization’s structure and goals.
Phases of a global DAM implementation
Implementing a global DAM is a process. The purist perspective suggests starting small and building up, focusing on delivering business value early on. However, in practice, businesses often aim for a big win, which can lead to longer implementation timelines and more significant initial investments. The key is to find a balance between immediate business needs and long-term scalability. Software is only as successful as the organization using it. Therefore, it’s important to ensure wide adoption so a DAM can create the biggest impact for users. An issue that can derail 100% global access to a DAM library is local regulatory restrictions. China is a prime example – local partners are often required for implementation given data flow and sovereignty issues.
Looking to the future with AI
The ethical implications of Artificial Intelligence (AI), along with its integration with DAM, are hot topics. The convergence of DAM and Product Information Management (PIM), Content Management Systems (CMS), Customer Relationship Management (CRM), is becoming more evident. Integrating ecosystems can help further streamline business processes.
DAM has been embracing AI for years now and generative AI is the latest wave. Simplicity and intuitive experiences are essential along with user engagement. As content continues to proliferate, improving asset discovery through search, browse, and recommendations take on greater significance. AI/ML will play an important role in this, but traditional access control will also remain critical to refine results and ensure users only see what they’re allowed to access.
When it comes to achieving a global DAM, it’s not just about technology; it’s about managing change, enhancing user experiences, and navigating the complex global landscape. As we look ahead to 2024, the DAM community is set to explore new horizons and integrate emerging technologies like AI to revolutionize the way we manage and utilize digital assets.
If you shop at large retail chains in Australia, there’s a good chance that The Consortium Clemenger delivered some of the best-known brands you see on the shelves. For more than 30 years, we’ve brought a consumer-centric approach to fulfillment in the Australian market.
In recent years, we’ve evolved our services to meet the changing needs and preferences of Australian consumers. The Consortium Clemenger offering now includes end-to-end e-commerce, point-of-sale kitting, reward and loyalty promotions, and more. Our sector never stands still. We need to stay agile to keep pace with the latest market trends.
Riding the e-commerce wave
Since the COVID-19 pandemic, digital channels have become even more popular among Australian shoppers, and many brands are now aiming to grow their direct-to-consumer (D2C) businesses. Although this channel represents a major opportunity for The Consortium Clemenger, our previous approach to B2B integration challenged our ability to capitalize on the trend.
We used to rely on an on-premises B2B integration solution to engage with our trading partners. Our previous tool, having served us well for many years, was starting to show its age. Developing, testing and launching new services was time consuming and labor intensive, and it often took up to six weeks to bring them to market. We knew it simply wasn’t feasible to try and push thousands of new D2C transactions per day through the old solution.
Looking for a new approach
We sought a partner that could help us create a modern, future ready B2B integration platform to seize new opportunities. When we began assessing the capabilities of OpenText™ Business Network Cloud Enterprise, we realized we’d found exactly what we were looking for.
One of the first things that stood out is that OpenText Business Network Cloud Enterprise is a fully managed solution, delivered via the OpenText Cloud. As a result, my team can focus on building new services for our clients—there’s no need for them to spend time managing the underlying infrastructure. We were also impressed with the scalability and reliability of the solution. We get peace of mind from guaranteed service levels and knowing we can ramp up our B2B integration volumes quickly and elastically.
Bringing innovative services to market—faster
We communicate with our partners around the clock, so moving to the cloud without disruption was essential. We worked with experts from OpenText seamlessly switch to the new solution—our transition was so smooth, most of our clients didn’t even notice that anything had changed! When we leveraged the capabilities of OpenText Business Network Cloud Enterprise to offer new services such as D2C fulfillment, our clients were delighted.
For example, we recently worked with one of our clients to deliver track-and-trace information for their D2C orders. We used a real-time data interface from our logistics partner to automatically deliver data on the location of each order as it moves through the network. While projects like this normally take weeks or months to complete in the on-premises world, we can now deliver new offerings in as little as two days—95% faster than before.
We’re excited to build new services powered by data from the OpenText solution. From integrating with ride-sharing providers to enable new last-mile delivery options for clients, to streamlining warehouse picking with big data analytics and robots, we have gained the freedom to innovate.
Codeless quality is about using automation and AI to support faster development and release cycles with less time and effort.
By reducing the learning curve for quality testing, companies can maximize testing coverage, allowing those closely involved in business analysts (BA) and product experts who typically have deep understanding of the product and/or service but lack technical acumen needed for automation.
Streamline testing and improve application quality.
Let’s explore how codeless quality complements traditional test methods to deliver powerful, automated testing for impressive business wins.
Codeless quality helps teams test
Codeless quality removes the need for complex scripting and deep coding know-how, allowing teams to create and execute automated functional tests with ease.
This development approach leverages a user-friendly, visual interface, allowing users to create tests using point-and-click UI driven by AI object-detection, automated reusable steps to use for future testing and add checkpoints, and verification steps to ensure applications respond as expected.
Plus, with the right codeless testing tool, organizations can lean on AI object-detection to author resilient testing scripts, quickly and with little effort. Those scripts are immune to any changes in the applications underlaying framework, work seamlessly across browsers and mobile devices, and require very little maintenance between application releases.
Codeless test solutions help meet digital transformation mandates for greater test coverage and accelerate the software development cycle in three ways:
Reduce coding hurdles. Allow employees with diverse technical backgrounds to test applications with confidence. Guided by a graphical interface and intuitive approach, users can create test scenarios, verify the application’s adherence to specified functionality guidelines, and certify new releases, quickly while development is still going on. Users simply move through a test case and the codeless tool transcribes that experience into an automated test, freeing strapped programming resources and script maintenance overhead.
Make testing more collaborative. Giving everyone the ability to create test scripts without writing code promotes communication and collaboration among team members during the testing process—ensuring application functional glitches are identified and resolved early on. By streamlining the test automation process with application development processes, issues are being detected earlier, often during development, so they can be fixed sooner, thus users are able to focus on other value-add activities, such as test analysis and result interpretation.
Battle-test functionality. Create and execute a wide range of functional tests. With expanded testing coverage and the ability to run test scripts in multiples environments across multiple platforms, users spot potential glitches across different user scenarios and usage patterns.
Stay a step ahead with software development
Codeless capabilities offer a powerful solution for streamlining testing and improving application quality. By simplifying test automation and creating reusable scripts, testers can optimize efforts to ensure high-quality software delivery.
Enhance your testing capabilities to stay competitive in the ever-evolving software development landscape. Visit ValueEdge Functional Test and start implementing codeless quality today,
AI is not just a technology, it is a new ontology—for creativity, data, trust. No business or individual will be spared this new way of being.
At OpenText World 2023, we discussed our massively expanded mission around AI and information management. We showcased the incredible innovations available to our customers right now, the exciting capabilities coming soon, and how we are helping organizations pilot the AI journey ahead.
AI + Information Management
What makes great AI? Great information management!
Great AI needs great information management
The OpenText Cloud delivers information management + AI for powerful disruption. Our cloud is a data cloud and ingests vast amounts of information types—documents, video, voice, images, collaboration, records, archives, assets, cases, contracts and more. For organizations plotting their AI journey, OpenText helps you bring your data into one place, and layers in AI capabilities—such as decision support, risk management, automation and security.
We have been working in this AI arena for over a decade, with our foundational AI solutions in OpenText Magellan, IDOL, Vertica and more.
A decade+ of AI innovation
We aim to build on this expertise in profound ways. Let me be clear—generative AI is not our destination. It’s a waypoint. We believe thedestination is artificial general intelligence (AGI). We intend to deliver key components leading to AGI—metadata vectorization, IoT, robotics, natural language processing, learning models, data trust and security.
This is a multi-year path. Computers and software have done calculations for us our entire lives and are now providing support for decision-making. But AGI will move beyond support, and actually make decisions for us, safely and ethically. This is a profound shift. We will experience a hundred years of progress in the next 10 years.
Introducing OpenText Aviator
The next leg in that journey starts now. Because great AI requires great information management, we are introducing OpenText Aviator, a full stack suite of AI capabilities, built into our business clouds.
Introducing OpenText Aviator
Here are just a few key components of Aviator that we were excited to reveal at OpenText World:
Aviator Platform delivers information digitalization, with deep support for multiple large language models, offering information visualization and automating decision support.
Aviator Thrust is a comprehensive portfolio of services, spanning data governance, information protection and security, risk management and compliance. It provides a composite API, ingesting and building information flows so organizations can unlock the power of AI on large data sets.
Aviator Search lets organizations, through natural language query, interact with cognitive engines and talk directly to their data, transforming action from days to minutes.
Aviator IoT enables organizations to manage assets with automated tagging, tracking and environment monitoring, for simple and instant access to information.
Aviator Information Orchestration builds AI into automation, managing information flows across applications, our business clouds, large language models, your operational and experience data, and the OpenText AI Platform. Just as we’ve elevated information orchestration, we aim to optimize AI orchestration.
Aviator Business Clouds deploy AI to reimagine work across every function, through IT Operations Aviator, DevOps Aviator, Experience Aviator, Content Aviator, Business Network Aviator and Cybersecurity Aviator.
To help our customers quickly achieve new AI capabilities, we are introducing OpenText Aviator Flight School. Give us up to one million documents, and we’ll upload them into our private cloud. We’ll apply Content Cloud with Content Aviator and Search Aviator, enable metadata, embeddings and vectors, and give you back a full language model, ready for your prompt tuning. We’ll get you up and running in two weeks from start to finish!*
AI = Ethical AI
There is no difference between AI and ethical AI, there is only AI. In addition, history shows us that every technology has a dual use—we need to think about how we design tech as well as how we use it. One of our luminary speakers at OpenText World was Dr. Joy Buolamwini, AI Expert, Artist, and Founder of the Algorithmic Justice League, and Author of Unmasking AI. Dr. Buolamwini urged businesses to proactively combat technological bias: “I truly do think that companies that invest in building fair-trade data and ethical AI pipelines are going to be the ones that win in the long term.”
I was also pleased to sit down with The Right Honourable Stephen J. Harper, 22nd Prime Minister of Canada. Mr. Harper sees a strong need for industry and government to work together to establish ethical frameworks for technology, and he underlined the importance of addressing online misinformation and democratizing knowledge.
My interview with Stephen Harper at OpenText World
At OpenText, we believe very deeply in ethical practices and outcomes as we write software—from the first click, the first prompt, the first line of code, values-based design must be at the center of the process. That has translated for us into our AI Bill of Obligations:
Transparency builds trust
There is no difference between AI and ethical AI
Your data is not our product
Respect intellectual property, images and likenesses
Security is essential
Dedicated to accurate, verifiable AI results
Promote the Common Good
OpenText is also proud to be the first signatory of Canada’s Voluntary Code of Conduct on the Responsible Development and Management of Advanced Generative AI Systems. This is our pledge to uphold equity, accountability, safety and other vital guiding principles.
Earn Your Wings
OpenText is dedicated to being your trusted partner on the AI journey. I’m reminded of this quote from CS Lewis, in Beyond Personality, written many decades ago:
“It’s not like teaching a horse to jump better and better but like turning a horse into a winged creature.”
This is what the AI Revolution can do for us. I’m excited to see how Aviator can help our customers transform their processes, their data and their strategies into winged creatures—so their businesses can truly soar.
To learn more about OpenText Aviator and our approach to Information Management + AI, check out opentext.ai.
*Subject to customer signing OpenText standard commercial terms and conditions.
Modern work is changing how sales teams operate and how customers expect to interact with them. To achieve operational excellence, sales teams need a complete, 360-degree view of all customer information to enhance customer relationship management. Top sales performers are those who get a competitive advantage and find new ways to boost sales by accessing all relevant customer data, both unstructured and structured, including transactions, outbound communications and purchase history. This means going beyond traditional customer relationship management (CRM) systems, which deliver only structured data, to integrated systems that can surface relevant content that is often difficult to find.
Are you in the banking sector? Learn how smarter customer information management for banking can help your employees deliver better customer engagements whether at a branch location or through digital banking channels.
What is a customer information system?
A customer information system stores and provides access to all data related to the customer. It typically links content and documents to a structured database system, such as a CRM, that defines the individual customer. With relevant customer information easily accessible through an intuitive system, organizations can help sales teams sell faster, improving productivity.
Effective content management platforms integrate with the tools that sales teams use every day for instant access to relevant customer information. This type of connection helps to move customers through the lead-to-order process quickly and efficiently with reduced friction.
How do information systems facilitate customer relationship management?
Information systems should facilitate customer relationship management by providing a 360-degree customer record that includes not just real-time data from a CRM but also related content from other information systems such as a content management repository or file store.
Using a content management or customer information platform that brings all of this information together can reduce the time and effort sales teams often spend searching for the information they need to facilitate customer interactions. A consolidated and complete view of the customer across the enterprise builds better sales processes and drives deeper insights that help surface more opportunities, generate greater customer loyalty and build better relationships.
How do you improve customer tracking?
To provide full customer tracking and visibility, organizations should consider all inbound and outbound communications with the customer and apply systems to ensure relevant stakeholders can easily access this content.
Customer information platforms that provide sales teams with a complete, reliable view of the customer, including past interactions, purchase history and even past complaints, keep operations running smoothly and often lead to more positive customer interactions.
Organizations can also automate incoming communications via AI-augmented intelligent capture tools to deliver efficient customer tracking and ensure customer wishes get actioned quickly and consistently.
How do sales operations implement better content management?
Sales operations play a key role in delivering connected and effective systems to their users. Associated customer content is often, dispersed throughout systems and departments. Sales operations should lead the way in connecting this information to customer records inside CRM.
Organizations should provide an integrated infrastructure that drives productivity through better-connected people, content, and systems and delivers a complete 360-degree customer view to sales teams. By automating repetitive tasks, while increasing information governance to reduce risks, sales teams can add significant value to their CRM systems through enhanced content management to better fuel processes and improve customer interactions.
What are the benefits of having integrated customer information management?
Sales professionals capture, manage and track customer interactions in CRM systems, but other content, such as contracts, offer letters, quotes and invoices, offers valuable context for customer engagement. With data silos and disconnected systems preventing access, sales teams can miss out on account insights that ensure a superior customer experience and reveal new revenue opportunities.
With a content management platform that integrates with CRM tools and brings together critical customer information, where and when sales professionals need it, organizations can:
Increase customer satisfaction by helping sales teams respond quickly to customer needs
Shorten sales cycles and close deals faster with real-time access to account-related content across all touchpoints directly from CRM applications
Help sales teams spend less time searching systems for account-relevant information and more time prospecting
Uncover new sales opportunities through greater visibility and insights to identify cross-sell and upsell opportunities
Learn how Salesforce and OpenText deliver a 360-degree view of customer information.
It’s a bold claim to make that the latest releases across our ITOM portfolio are the biggest ever. Whether you’re a new customer to OpenText™ ITOM, you have solutions that go back to the HPE days, or are considering one of our solutions, it’s easy to see that there’s crazy amounts of innovation happening.
Have you ever had a frustrating IT experience where you submit a ticket, wait a day or two, and then watch it get escalated around until someone who can actually help gets involved? What if you could get your questions answered, requests fulfilled, and incidents resolved through instant self-service?
Chatbots have promised some level of self-service in the past but haven’t delivered the best experience. That’s the power generative AI brings to our new virtual agent. Say hello to OpenText IT Operations Aviator, which uses a private large language model (LLM) to engage users with a conversational approach. Once Aviator is trained on your data, it can take advantage of all the great workflow automation that you’ve built into OpenText SMAX, our ITSM and ESM solution, to reduce the need for tier-1 support.
That will not only elevate the user experience but address skilled staff shortages and reduce service desk costs. And because it uses a private LLM, your data isn’t shared on public generative AI platforms, protecting your intellectual property. We’ve also tuned for the virtual agent use case in ITSM that public LLMs can’t, while giving customers control giving you control over the ethics of its responses. OpenText is proud to be the first ITSM vendor with a private generative AI virtual agent that is generally available.
Optimize cloud costs and carbon with FinOps and GreenOps
Developers building the apps we love are incented by release velocity, not by efficiency. That leads to a tremendous amount of cloud waste. And it’s not just budget, but carbon footprint that grows unsustainably when public cloud consumption isn’t optimized. While our Cloud FinOps solution, OpenText HCMX FinOps Express, has been available for almost a year, we’re adding three key capabilities that no other vendor has.
The first is “what if” modeling of savings plans, helping you identify the right level of spend commitment with your cloud provider to get the best rates without overspending.
The second is automated routing of optimization recommendations to developers. Once the right developer has a recommendation, we’re giving them an easy button to automatically implement that optimization if they choose to do so. This solves the problem of recommendations never getting implemented because developers don’t see them or don’t act.
Finally, we now offer reporting for scope 2 and scope 3 emissions produced by both your public cloud and owned data centers. This is the first step of our GreenOps solution to baseline and then demonstrate sustainable reductions in carbon emissions over time. More GreenOps features are coming to help you identify the best opportunities to optimize your IT carbon footprint.
Any one of these innovations would be huge for the ITOps community. Put all these together, and it’s fair to say that this is the most impressive set of releases that the OpenText ITOM team has ever delivered. It’s our hope that customers are able elevate their user experiences, optimize their costs and carbon, and achieve consistent reliability. IT operations teams are transforming from cost centers to value delivery organizations, and OpenText is here to help with that journey.
Register now to watch OpenText World 2023 on demand. A replay of main stage keynotes for day 1 and day 2 and selected other sessions are available now. The virtual pass is complimentary.
