All posts by Cameron Smith

Customer Experience Image

3 Ways to Transform Your Customer Experience

By | Customer Engagement, Customer Experience | No Comments

You may have heard about the shift towards customer first organisations but what does that actually mean? For years brands have been taught to put themselves first, but now it’s time to change all that and put customers at the forefront of your business.

Changes in customer expectations and the increase in the number of organisations putting customers first mean that those businesses that don’t pay attention to customer experience are going to miss out in the future. It’s not enough to say you’re going to be a customer first organisation. If you’re really going to succeed, you need to put clear, actionable strategies into place. This means transforming your customer experience so it’s unique, memorable and most importantly, fully integrated.

Here are three simple ways you can start to transform your customer experience and create a more customer-focused organisation:

  1. Streamline everything. Creating a fantastic customer experience means giving your customers a fast, efficient service at every single touchpoint. To do this effectively you’re going to need to increase your productivity and streamline your processes. While it might seem like focusing on your internal business processes is counterproductive when you’re trying to be more customer friendly, a fast internal process is going to lead to improved customer service and more efficiency overall.
  2. Integrate more. Like streamlining, integration can make your organisation more efficient. Most businesses are dealing with an overwhelming amount of data and this can make it hard for employees and management to sort through it all and determine what’s important. By integrating your data across multiple platforms you can save time and also get a broader picture of your customers and internal processes. This in turn will help you be more efficient and improve the quality of customer experience.
  3. Collaborate between departments. Collaboration is the key to a great customer experience. If your departments are siloed or isolated you are not going to be able to provide a consistent experience to your customers. This is particularly important when it comes to your understanding of your customers. Everyone needs to share the same vision of your customers and their needs if you’re going to be effective at creating an excellent customer experience.

While no business can transform overnight, f you can put these three strategies into place you can get your business on a stronger path to creating a great customer experience and move forward to a more customer focused future.

Source

https://blog.sprinklr.com/customer-experience-strategies-for-customer-first-transformation/

NTI plus virsaic

Building a Formidable Digital Future Together

By | CCM, Digital Transformation, virsaic | No Comments

National Transport Insurance chooses virsaic™

 

Building a Formidable Digital Future Together

NTI, a leading specialised Australian Insurer, chooses virsaic™, Australia’s foremost digital customer engagement cloud platform, to deliver optimal customer experience through seamless integration.

 

“Engaging CoTé to implement virsaic™ Integrate has provided NTI with the ability to modernise its customer communications.  As a valued partner, CoTé provides a new level of customer engagement capability and expertise, allowing NTI to concentrate on the things we do best.

The virsaic™ platform has been integrated into NTI’s core insurance system and facilitates seamless communications for our customers and partners”

Marcus Sweeney, Chief Information Officer – NTI

 

Background

As part of NTI’s broader strategy, a commitment was made to transform customer communication operating processes in order to deliver key strategic objectives and improve overall efficiencies. CoTé Software & Solutions (CoTé) was appointed as the Solutions Partner of Choice to assist NTI in delivering the required outcomes.

The Solution

An Advisory led solution, coupling deep knowledge and expertise to re-engineer NTI’s customer communication templates/user experience and the configuration of a virsaic™ ‘Integrate’ instance, allowed NTI to transform their customer communications capability in readiness for taking critical new products to market in a matter of weeks.

The solution delivered:

  • A best practice, contemporary customer communications template set to support NTI’s evolving customer experience expectations
  • Responsive real time digital design functionality to support true Omni channel communications
  • APRA/ASIC compliant track, trace, analysis, and auditability of communications across all channels
  • Digital Android / IOS wallet integration for Membership card delivery
Digital Wallet Integration example

Digital Wallet Integration example

About NTI

Backed by over 45 years’ experience, and a reputation as Australia’s market leader in heavy commercial motor insurance, NTI is committed to pioneering ways to keep its customers moving forward.

Today, the NTI brand portfolio has evolved to include Yellow Cover – insurance for mobile plant and equipment, Truck Assist – specialised roadside assistance and most recently Marine Protect – Australia’s largest marine insurance offering.

About CoTé Software and Solutions

CoTé is the premier independent partner of choice in Digital Customer Engagement, leveraging the best talent and smart technology to enable our customers to disrupt their markets.

CoTé has developed and built in Australia a locally Azure/AWS hosted world class end-to-end customer engagement cloud platform, virsaic™, that enables business users to seamlessly deliver great experiences for their customers.

Virsaic™ connects the dots across all customer interactions from Onboarding Forms through to Customer Communications Management, Workflow, Archive and Distribution Management.

 

 

Customer Experience background

Why Attention is Your Customers’ Most Valuable Resource

By | Customer Experience, Digital Transformation, Enterprise Information Management | No Comments

When you think about your customers’ most valuable resources, money and time are usually the first ones that spring to mind. The reality is, in this day and age, while time and money are still important, your customers’ most valuable resource is generally their attention.

Superannuation organisations that are looking to provide an excellent customer experience may want to focus on saving their customers attention as much as anything else. To do this they will need to create or use solutions that work seamlessly and tirelessly in the background with the minimum of input from their customers.

Lives are getting busier, and most people living in the modern age need to compete with multiple priorities demanding their attention. This, coupled with the rise of on demand technology means that customers want to be able to get everything they need with the minimum of fuss. They also expect to be able to access whatever they need from any platform, whether it’s their mobile, tablet or desktop computer.

Because of the interconnectedness of our worlds, even during the times of day that have traditionally been considered downtime, people are busier than ever. The gap between work and leisure time has closed substantially and for many people, it’s easy to get overwhelmed and overloaded by the sheer volume of tasks requiring attention at any given time.

This is why saving your customers attention is so much appreciated and so effective at building customer loyalty. These days more and more organisations are starting to become aware of the challenges their customers face when trying to attend to everything in their lives. The most successful superannuation organisations implement tools to create a smoother, more efficient process that more or less runs by itself.

Automation technology and the use of data are undeniably your most powerful tools in the bid to reduce the levels of attention required, and this is true in pretty much any industry, including superannuation.

To help save your customers’ attention you can focus on shortening the customer journey so it takes less time for your users to perform functions, and eradicate any other attention consuming problems your customers might have with using your systems. If you can remove the unnecessary steps to completing an action you will be able to reduce the required level of customer attention and enhance their experience.

Attention is one of the most important resources your customers have. Help them make the most of it by reducing the amount of attention required for their superannuation and your organisation can gain a lot more in the form of loyalty and brand awareness.

Customer Experience Image

The Future of Customer Experience – What Lies Ahead?

By | Customer Experience, Customer Experience Strategy, Digital Transformation | No Comments

In recent years, a strong focus on customer experience has become one of the main defining features of successful organisations. With more and more businesses starting to emphasis customer experience over other, more traditional priorities, those who don’t follow suit are likely to fall behind.

Providing the optimum customer experience is made more challenging by the changing nature of customer expectations, so we thought we’d share a few predictions that can help you get ahead of the rest of the crowd and deliver a customer experience that meets consumer needs in 2017 and beyond.

According to a recent report from Trendwatching, we can predict the future of customer experience by looking at new business innovations today. The new technology platforms and services that are being created today will become the customer expectations of the future. If you can take steps now to identify and implement these future strategies into your customer experience you can get off to a great start with your customer experience.

There are a number of innovations that we have seen recently, and that have a lot of relevance to customer experience. These are mostly focused on making the customer journey more smooth, integrated and stress free. The less the customer has to think about what they’re doing, the easier their lives are going to be and this is especially true in the Superannuation industry.

If you can create a seamless experience where your customers don’t have to spend hours looking for information about their super and requesting transactions, you will free up time for them to spend elsewhere. By having all the data at their fingertips and being able to make transactions quickly and easily, your customers will enjoy a smoother experience and won’t have to spend a lot of time and energy fiddling around with their super.

The increase in on demand services is another recent trend that has spilled over to customer experience, driven by the growth of on demand content and tailored apps that serve up what customers want, in the format they want it at a time of their choosing. Superannuation organisations that want to deliver an excellent customer experience in the future should be thinking about ways they can tap into this trend by offering up to date reporting and analytics for their customers and real time data, available at any time from any platform.

Customer experience is constantly evolving and if you want to stay up to date with the latest trends you need to be sure you’re keeping up with your customers’ expectations both now and in the future.

Women looking at Mobile Device

Superannuation Changes – Keeping you in the Loop

By | CCM, Customer Engagement, Customer Experience, Superannuation | No Comments

On the 1st of July, Super Funds in Australia will be delivering a raft of changes outlined by the Australian Taxation Office (https://www.ato.gov.au/Individuals/Super/Super-changes/). These changes will affect nearly every individual so it’s important that you’re aware of them and what implications they might have for your future.

How has your Super Fund communicated these changes to you? Do you understand them? Most importantly – was the information you were given relevant to your personal circumstances?

For many of you the answer is probably no. Even if you were provided the necessary information, chances are it was not communicated well, or in a manner that was clear and specific to your individual circumstances. Before you rush out and blame your fund, be aware that the real culprit is most likely to be the legacy software they are running.

Imagine if they had a platform that could message, notify, email or mail changes relevant to you based on your personal information or circumstances. Wouldn’t this be better than having to read through an overwhelming amount of information that’s not relevant to you? Not only would it save you time, tailored information could help you make more informed decisions about your super and your future.

Sure, your super fund could argue that they have to send you everything but wouldn’t it be better if the information you did receive were summarised so it was relevant to you?

Most super funds will be doing a general update to their website hoping that their members log on and read. The funds will also make multiple IT changes to their CCM and campaign management platforms in the future, so that they can report on how the changes will, or have, impacted you.

Only CoTé’s Virsaic™ platform;

  • Enables Super funds to make those changes on the fly, providing a better customer experience as it communicates the necessary information to you through your channel of choice.
  • Allows you to make those changes to communications without complex IT resourcing and scheduling whilst managing the changes across all assets with a full audit trail.
  • Enables you to deliver relevant personalised communications to the channel of choice providing a better member experience.
  • Is designed for the Australian market, APRA and ASIC compliant and hosted in the Azure cloud in Australia.

Super Funds – what are you waiting for? Meet your reporting obligations and give your customers what they are looking for with CoTe’s Virsaic™ platform.

www.virsaic.com.au

Superannuation image

The Importance of Customer Experience in the Superannuation Industry

By | Changing Technology, Customer Experience, Digital Customer Engagement, Superannuation | No Comments

The superannuation industry is a highly competitive one and it’s important to differentiate yourself from your competitors if you’re going to keep customers and bring in new business at the same time.

This can be challenging when you’re already trying to keep up with regulatory changes, against increased competition from other financial and banking institutions and the challenges of new technology. How do you find the time to market yourself and take care of your customers’ needs amongst everything else?

One area that is often overlooked by organisations is customer experience. Building a brand that excels in customer experience is one of the best and most effective ways to drive customer retention and brand loyalty, which will in turn grow your super fund.

Churn rates are often high in the superannuation industry and this is why it’s so important to focus on providing an excellent customer experience. If you can keep your existing customers, you can build a solid base to act as a platform for future growth and expansion.

A few tips to help you create a great customer experience

Here are a few suggestions to help you create a great experience for your customers by meeting and exceeding their expectations:

  • Integrate your digital platforms to provide a seamless experience across different channels and devices. Customers want to be able to use their tablet, mobile and desktop computer to manage their account. By providing them with systems that enable them to do this, and switch between devices in the process, you’ll be providing them with a fantastic experience they won’t easily give up.
  • Responsive customer service. Whatever platform your customers use to get in touch with you, make sure you are there and respond quickly and effectively to their requests or comments. When they see that you are invested in providing them with a good quality of experience this will go a long way to gaining their trust and loyalty.
  • Provide your customers with relevant information. Giving your customers up to date information that’s useful to them is a great way to differentiate yourself and build long lasting relationships with them.

While it does take some effort and time to create a great customer experience it’s well worth your while if you want to build a strong base of customers and truly differentiate your superannuation fund from the rest.

Want to learn more about creating a great customer experience for your fund members? Download our full e-book today.

Digital Transformation Appliance

CoTé’s Digital Transformation Appliance

By | Changing Technology, Digital Transformation, Uncategorized | No Comments

CoTé Software & Solutions is proud to announce the launch of its latest product offering a Digital Transformation Appliance – The NextUs™

Using patent pending technology the CoTé NextUs™ connects into a companies network and automatically starts to transform any business from Analog laggard to digitally connected brand.

“Plug it in and watch your business transform”

Our unique artificial intelligence and chat bot technology discusses the necessary changes with Employees, Managers and Executives in order to make a digitally savvy business. The NextUs™ integrates with many of the latest HR systems in order to make the decisions necessary to staff and organisational structure changes. Its open architecture assists with cultural change and reducing organisational silos.

The NextUs™ will connect all the legacy and modern technologies via API’s to provide a seamless integrate digital customer experience at the click of a button.

Deployment of the appliance has never been easier, it can be offered into on premise data center or as a cloud service, Hybrid, Hybrid private, public or even private public hybrid.

OK you got us, it’s the 1st of April  – There is no Appliance for Digital Transformation, no silver bullet.

However we did build Virsaic™ it help orchestrate and converges all your customer interactions and communication into one platform.

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Virsaic™ is its independent digital offer. A true ‘Platform as a Service’ (PaaS), Virsaic™ is digital by design empowering organisations to deliver digital engagement first; Mobile, Web, and email, followed by the traditional more expensive print and mail channel. Virsaic™ enables rapid implementation using configuration based template creation through your browser rather than code.
Virsaic™ represents the convergence of digital customer communication management and business process automation and is ideally suited to industry sectors where information management and customer engagement is a competitive advantage.
Virsaic™ can be deployed as components or modules that are added to other applications to form part of a broader digital customer engagement solution such as various CCM, CMS, CRM, ECM and BPM all delivered as a service. Virsaic™ is also an end to end solution; including content management, communication management, archival, workflow, distribution (Physical and Digital) and reporting. Virsaic™ modules are outlined below;

 

virsaic modules

 

Virsaic™ leverages the power of Microsoft Azure cloud in Australia and provides services to some of the largest Insurers, Wealth, Super and Banking Companies in Australia.

What to know more? Contact us today!

For more information, visit www.cote.com.au or www.virsaic.com.au

 

 

1% pledge

What If we all gave 1%

By | Pledge 1%, Uncategorized | No Comments

What if all companies in the world pledged 1% of their employees time, product and profit. At CoTé , we take this commitment to heart.

So what’s our why?  We believe that business and technology can be a platform for change, and that if we all gave 1% – We could all help change the world!

We take great pride in announcing that CoTé has joined the Pledge 1% Initiative, a global movement that encourages and challenges companies to make a positive impact within their respective communities. The initiative has been successful at promoting a model of early-stage corporate philanthropy, as a way to promote the integration of philanthropy and business and to make it easier for founders and business leaders to give back.

As part of our pledge, CoTé will be giving 1% of employee time and product to projects within our local community, charities and Not for profits.

Pledge 1% launched as a partnership between a small group of companies and foundations in December 2014, and now boasts a membership of more than 1,200 companies in 30 countries around the world. This initiative is also supported through a vast ecosystem of partners, including nonprofits, incubators, investors, venture capital firms, accelerators and co-working spaces. Through the Pledge 1% website, companies pledge 1% of their equity, profit, product or employee time in service of their communities. Take a look at the full list of companies who have taken the pledge alongside CoTé here

If you would like to know more about our pledge or are a not for profit that would benefit, please contact us at info@cote.com.au.

Pledge 1% logo

 

 

How to Use Personalisation to Boost Your Customer Relationships (and Sales!)

By | Customer Relationship Management | No Comments

Personalisation is important when it comes to building customer relationships but many organisations underestimate just how important it is to tailor your content and offers to the individual rather than taking a general approach. It’s easy to be confused as to the definition of personalisation and exactly what it means. The reality is, personalisation is an incredibly powerful marketing tool and it’s something that is not only wanted by customers, it’s increasingly becoming expected.

What is personalisation?

Personalisation is about providing tailored experiences and bespoke content across different stages of the customer journey. It’s about paying attention to customer behavior and providing them with information based on their behavior and previous choices.

When done properly, personalisation lets you anticipate what your customer might purchase and what interests them so you can provide it to them. This makes their life easier and helps build and maintain a great relationship with your brand.

How to use personalisation

The Prestashop blog lists three ways you can personalise your customer journey to boost your sales. They are:

  1. Collaborative filtering: This is where you filter information based on what the majority of shoppers are doing. This taps into a basic herd mentality and encourages other shoppers to follow suit. You can do things like highlight best selling products, or list items that customers with similar shopping habits also bought.
  2. Audience segmentation: This is where an organisation targets individuals according to certain traits that they share, for instance their age, location, or other demographics. They might also target by purchasing habits or other behaviour. Once you have your segments clearly defined you can tailor content that is most likely suit each segment and that’s relevant to them.
  3. One on one: This is personalisation in its truest form. By collecting a whole range of data on a single customer you can then personalise every communication with them to provide a much better experience and increase the chances of them buying from you. You can use a broad spectrum of data for one on one personalisation including behaviour, their interaction on social media or via email, purchasing history, interests and their stage on the customer journey.

Personalisation is a powerful marketing strategy that can help you build those all important customer relationships and increase your sales over time. Much of it can be automated, making it the ideal strategy for organisations of all different shapes and sizes.

customer service

How to Build Amazing Bonds With Your Customers

By | Customer Experience, Digital Customer Engagement, Salesforce | No Comments

Getting up close and personal with your customers has never been more important than it is now. In an increasingly competitive business environment, customer bonds and close relationships can be a crucial factor in getting ahead of the competition and growing those sales.

Many businesses struggle to come up with effective ways to stay close to their customers and build those relationships. It doesn’t have to be difficult but you do need to be consistent and adopt a customer centric attitude. According to Salesforce, here are five great ways to build those bonds with your customers and help ensure their loyalty over the long term.

1. Prioritise customer experience

It’s important that your customers feel they are your priority and this will need to be demonstrated through a clear commitment to customer service at every touchpoint. Without this commitment to customer experience it’s unlikely you’ll be able to build those strong bonds.

2. Present a good image

Your brand image is the first impression you give to people. Make sure you keep it as shiny and clean as possible. Your customers are not likely to want to deal with an organisation that is known for being untrustworthy, unethical or anything else negative.

3. Create content for your customers

The right content helps your customers engage with your brand and feel connected on a deeper level. If it’s useful, funny or informative your customers will appreciate it and they are more likely to return to your business over and over again. Great content doesn’t focus on selling, it provides something of value and creates awareness about the story behind your brand.

4. Be proactive in seeking feedback

More and more customers rely on feedback before they make a decision to buy and the more positive feedback they can find, the more likely they are to purchase from you. To establish a good base of feedback, you can actively encourage your customers to leave a review or rating. This will give you a steady flow of good feedback that you can publish on your website or another digital platform.

5. Be transparent

Trust is an essential factor in any relationship and once it’s gone it’s very hard to get back again. If you want to build strong bonds with your customers you need to be honest and transparent at all times. Keep your customers informed of changes and deal with any complaints openly and honestly and you will build a reputation for integrity and trustworthiness that will stand you in good stead over the long term.

It’s well worth taking the time to build those great relationships with your customers now. As we go into the next few years we’re going to see an increase in customer centric businesses and if you can gain the hearts and minds of your customers now, you can set yourself up for greater future success.