As one of the most destructive natural disasters, hurricanes cost organizations billions of dollars every year. Even if your business isn’t in a hurricane zone, you can still be significantly impacted by these massive, seasonal storms — particularly if you have clients, partners or suppliers in areas of high risk. It’s imperative that organizations everywhere have a comprehensive hurricane preparedness plan in place.
We’ve put together everything you need to plan and protect your organization from a hurricane, including step-by-step advice and expert recovery strategies.
Get started today to:
Does your business operate in a hurricane zone — or do your employees, clients, partners, and suppliers?
Preemptively assess, educate and prepare with our AlertFind preparedness materials.
In today’s business climate, threats are everywhere. Terrorism is expanding to incorporate new weapons, like vehicles and drones. Global air travel is aiding the spread of infectious illnesses that can quickly become pandemics. And cyber-attacks are booming.
That’s exactly why organizations like yours invested in Emergency Notification Systems to begin with: to protect employees, protect property, and keep your entire business safe. Having an Emergency Notification System like AlertFind is a huge part of preparedness, ensuring you can reach every member of your organization in the event of a disaster.
But as threats evolve, the way you plan for risks must evolve as well. Look at how hacking alone has escalated over the past few years: companies now face real threats from state-sponsored attacks, ransomware, and even exploiting IoT devices to gain access to critical infrastructure and assets. Case in point: When hackers targeted a casino’s high-roller database, they gained access through the web-connected thermometer in the lobby’s fish tank.
To plan effectively and safeguard your people and your company, your risk assessments must:
To help, we’ve put together an entire guide dedicated to understanding and planning for new emerging threats that could catch some companies unprepared. Take the first step in refreshing your own plans by learning more about these threats in our new eBook.
Our comprehensive eBook covers:
Earlier this month, one of our healthcare experts, Amit Malhotra, published an article on digital collaboration in Health IT Outcomes. It covered the critical nature communications plays in the complex provider ecosystem, and explored some key benefits effective collaboration can deliver to support value-based care models and care coordination.
Find out more on the Jive blog.
Even the strongest community can go flat over time - but that doesn’t mean it has to stay that way. Join Senior Strategy Consultant Michelle Gantt to learn six proven, actionable strategies to revitalize your community, including how to:
Watch the webinar on demand: How to Revitalize Your Community: 6 Proven Strategies
You can also learn about these six strategies in Michelle's blog series:
New Jive customers often ask about best practices for rolling out their interactive intranet. From watching what works and doesn't work across all our customers over the years, we've distilled key lessons into six tips, which we explored in this recent blog post: https://www.jivesoftware.com/blog/6-intranet-best-practices/.
Do these ring true? Are there any other top best practices you'd add to the list?
User groups are small regional meetings where users of a common software platform come together to meet new people, learn how others are solving problems, and share experiences. User groups can be regular affairs with some meeting monthly, while others quarterly or just a few times a year. In a self-organizing or independent user group, it is up to the members of the group to set the agenda, choose the frequency, and select the locations. Regular user groups can help members get more value from their common solution.
Aurea is renewing our focus on Jive user groups this year and would like to invite you to reinvigorate user groups in your region. To do this we will help you to invite new users, manage the registration process, provide experts, help with catering, and provide support to find a venue. Our goal is to keep these as self-run events where you, the users, control the cadence and topics.
Here are the services that Aurea can provide to help leaders manage their user groups:
Kick Off call with user group leader:
Content and Snacks:
If your interested in leading or scheduling your next user group meeting in your area please contact Timothy Davis
Here are the user group meetings that are in the works now:
Looking forward to working with you in the future.
Jive recently hosted an informative webinar with best-selling employee engagement author, Jill Christensen. The team shared a recap in this blog post (https://www.jivesoftware.com/blog/the-next-big-thing-in-employee-engagement-is-you/), along with some interesting survey results:
We noted that employee engagement is a multidimensional problem, which can become especially complex as organizations sprawl across geographies, functions and remote or deskless workers. Despite these challenges, we enjoy our front-row seat to observe how Jive customers like yourselves are using collaboration to bridge divides and provide a sense of community and cultural solidarity for more engaged workforces.
As we continue to get the word out about the Jive Interactive Intranet, we wanted to share some media coverage that might be of interest. In particular, our own Christian Stadlmann recently wrote an article about digital transformation trends for the German IT publication, PC-Welt, with quotes from Katrin Fischer of Schaeffler Group about her company's experience.
Additionally, another German business publication called MaschinenMarkt posted an interesting overview of Aurea PeopleGraph exploring how it will shape the future of Jive. For more on each of these stories, hop over to the Jive blog at https://www.jivesoftware.com/blog/jive-in-the-news-digital-transformation-best-practices-aurea-peoplegraph-and-more/.
2018 marked the first in our six year history where we did not expand through acquisition. This was an intentional decision; coming off of our biggest acquisition year ever – highlighted by the July, 2017 purchase of Jive Software – we wanted to take some time to ingest, integrate, and focus on our customers. And we also wanted to think a bit longer-term about where we’re taking the entire company, and how we can better leverage our expanding assets and capabilities to create more value for you.
A big part of this, of course, was the launch of our new branding in 2018. If you’re not familiar with it – and the fact that we aren’t plastering it over airport billboards means you may not be – it’s best summed up in our simple ambition to become the “Netflix of business software.” Let me talk a bit about what we mean by that.
Content business models have undergone a profound revolution in the last decade. We have moved from a world where content was purchased individually in physical form (books, CDs, DVDs) to a world where it was rented or owned in virtual form (iTunes store, Kindle books), to a library model today - where a single subscription provides unlimited access to an entire inventory of available content (Spotify for music, Audible for audio books, and most famously Netflix for filmed entertainment).
This change has had a similarly profound impact on how people consume content. According to Nielsen, the average amount of music consumed per person has grown 50% in just the last three years as streaming services have continued to increase their penetration. As the economics have changed from price per unit model to an unlimited subscription service, consumption patterns quickly followed suit.
Enterprise software – admittedly a laggard in the adoption of new business models – doesn’t work this way. While enterprise software has seen its model evolve from large up-front costs to annual usage subscriptions, the unlimited consumption model that is now standard in most forms of consumer content has eluded the industry. At least until now.
Unlimited Possibility with Aurea Unlimited
We call our new model “Unlimited” and use the tag line “Unlimited Possibility” to suggest our ambition – to change the economics of enterprise software consumption and drive the same kind of change in behavior we see in the consumer markets. Namely, to encourage a usage rate that is higher than what would be economically feasible under the old model – creating the basis for differentiated competitive advantage for our customers. I’ll get to that notion momentarily.
But before I do it’s perhaps worth explaining in a bit more detail how our new business model works. After all, unlike Netflix or Spotify all of our customers come to us – either organically or through acquisition – with a desire to purchase a single product to solve a specific business problem (in another similarity, you could argue this was the case with Netflix in the early days – House of Cards as the reason to purchase).
The way our model works is each software subscription agreement contains an addendum that spells out each customer’s entitlements under our unlimited subscription business model. And the design is fairly straightforward – a customer’s spend with us entitles them to deploy that amount of software for each and every one of our software products. For example, a customer who spends $1M a year on Jive is entitled to $1M worth of Aurea CRM, and $1M worth of CX Process, and $1M worth of AlertFind. If a customer increases their spend, their entitlement rights increase accordingly across each and every product in the portfolio. Importantly – and much like Netflix or Spotify - we are investing heavily in our library, committing over $1B in planned acquisitions and R&D to increase the scope, scale, and value of our portfolio for you.
Digital Transformation as Competitive Advantage
We live in a world where continued innovation is the only durable source of competitive advantage. Any moat that any company constructs will eventually be overcome – generally by technology shifts that render the prior model obsolete. Without constant innovation, the shelf-life of competitive advantage is a decade or less.
You can see the pressure to do this in IT budgets; according to SIM International, over the past ten years the average IT budget as a percentage of revenue has growth from 3.5% to over 5% as organizations seek to maintain a relevant pace of innovation. But innovation is both hard and expensive. IT budgets are largely consumed just with enabling current operations. Most of the increase in spend has gone to innovation – with digital transformation initiatives now accounting for 28% of IT budgets – an increase of over 50% from just 18% a few years ago, according to CIO Magazine.
And that is the transformative logic of our unlimited, “Netflix of Software” business model. If we can help organizations increase their consumption of enterprise software – and its power to drive digital transformation – by the same 50% rate that’s been observed in the consumer space, then all of our customers will be moving at a pace that is vastly faster than their competitors. And 50% compounded over each three-year interval will, to be sure, build a progressively deeper and wider competitive moat. That, as we see it, is the opportunity our unlimited model is designed to deliver.
Creating a Frictionless Path To Rapid Digital Transformation
As we’ve worked with customers to leverage their Aurea unlimited entitlements, we’ve encountered two general sources of friction that have slowed the ability to leverage this expanded access to our software for digital transformation initiatives. The first source of friction is largely informational, and the second source of friction is what I’ll refer to as the collateral or indirect costs of change.
The informational source of friction is the difficulty customers experience in gaining a clear sense of how they can leverage their unlimited rights to create competitive advantage. After all, enterprise software tends to be complex, and the value proposition of individual products may not be clear (or at least their application within a customer’s business system not immediately apparent).
The major change we’ve made here is to establish for customers what we call “unlimited roadmaps.” Like product roadmaps, unlimited roadmaps define a journey of new capabilities and resulting value that customers should expect from their relationship with us. But whereas product roadmaps involve upgrading to get new capabilities, unlimited roadmaps involve deploying additional products to get new capabilities. We think of this a unique way of accelerating innovation.
And like product roadmaps, Unlimited roadmaps are intended to be strategic and sensible extensions of where each customer is today. They build on the current base and an understanding of how they are deriving value from the existing product, and create innovation paths that look to increase that core value first. As a specific example, many of our Aurea CRM customers have deployed Aurea Email Marketing, a natural extension that provides marketing automation capabilities that are a meaningful value extension for CRM. Beyond that, many CRM customers are now deploying a product called Infer, a lead scoring solution that helps identify and prioritize the most promising sales opportunities for follow-up using advanced analytics. And many, we expect, will follow that with FirstRain – technology that helps provide relevant and recent customer news so salespeople always understand the most pressing business issues their customers are facing.
Conversely, the “collateral cost” is something that can be a bit more pervasive, and it’s something we are focused on relentlessly eliminating over time. The most obvious example of this kind of cost is the effort associated with deploying new software. Certainly, old-school on-premise software deployments and their subsequent configurations can be major affairs. Fortunately, most of the technology trends – from public cloud to services-based architectures – are reducing this source of friction rapidly.
And this is why you will see that, for all of our products, we are making a pronounced effort to move them to the public cloud, simplify their architecture, and enable them to be quickly and easily integrated through a common and modern API framework. Over the long-term, enabling second and third products, we expect, will literally be as easy clicking an activation button from a central console, with all of the common data flows and integration points between the different software applications pre-defined and instantly activated.
We are committed to making our unlimited business model a hugely powerful and differentiated asset for you. There is much we still have yet to learn – this is a new business model after all – but we’re convinced that this can literally change the business of enterprise software to the meaningful benefit of all of our customers.
Our Focus in 2019
We’re well in to 2019, so let me touch on a few of the things we have well underway this year.
The Most Important and Under-Appreciated Technology Trend: The Public Cloud
There are lots of technology trends getting oodles of press – machine learning and blockchain are two that seem to be part of the pitch of nearly every Silicon Valley startup. But one that we believe is far bigger and more important than both of these -- and is somewhat misunderstood and under-appreciated for its potential impact – is the public cloud. While we believe machine learning and blockchain will have important impacts, we believe the public cloud is going to have profound impact on the future of software and the businesses it enables. In 2019, re-platforming our portfolio on the AWS stack is one of our most important product priorities. Let me explain why.
When most people think about the public cloud, they think about physical infrastructure – a virtual data center as it were. In that context, the public cloud is mostly exciting for its potential to reduce complexity and cost (which can be dramatic; a company I serve on as Board Chairman, Optiva, is reducing the cost of managing telecom billing by 10x using public cloud infrastructure and database technology).
But we think about the public cloud quite differently. We see it as the emergence of a wholly new type of operating system, and like operating systems in the past it is evolving by moving “up the stack” – embedding higher level capabilities that used to be individual software components (for example, browsers used to be independent software and they are now embedded in the OS itself). As this trend continue, more and more capabilities will be built into the AWS operating system, and those software providers that take advantage of it will be at a substantial advantage relative to those building all these capabilities themselves on a “dumb” physical data center.
Here is a specific example. One of the things we are working on right now for Jive is a massive expansion of video related capabilities. Instead of building all these capabilities ourselves or weaving together a disparate array of third-party vendors, we are directly leveraging the AWS operating system. Not only does this enable us to do things we were intending to do – like create video transcriptions that are searchable in Jive – but it will also enable us to do things we hadn’t originally considered, such as using AWS Comprehend to extract insights and sentiment analysis from videos. So a hospital won’t just have a transcription of a video, it will have key topics tagged and linked to the appropriate experts within PeopleGraph.
Next Generation Quality: Simplification & Standardization
We have talked about quality for a long time; indeed, it has long been our core belief that quality precedes innovation – you can’t move a product forward without a strong foundation. Investing in an extension to a home with a cracked foundation is not a good strategy.
For products we acquire it is often an unanticipated struggle to get them to target levels of quality. Often, as has been the case with Jive, we inherit a very large bug backlog. But frequently more problematic than the bug backlog is the overall health of the code base. Poor or over-engineered architectures, redundant or dead code, or simply bad (complex, non-standard, or obfuscated) programming practices that make a code base fragile and increase the likelihood of creating new problems as you innovate.
But perhaps the biggest struggle in all of enterprise software is the extent to which customers configure and customize software (often with the assistance of partners or with the vendor itself). These customizations and configurations make each upgrade expensive, causing customers to languish on old versions and unable to take advantage of new features or quality improvements built into new versions. They also make that particular deployment particularly fragile; many of these customizations are unsupported and intrusive to the code base. As a result, when an upgrade occurs, there is no assurance that any of these intrusive customizations will work. Often, because they are not part of the quality assurance process, they will not.
A good example of this phenomenon is Jive. For the on-premise version, we have customers on 170 different variations of the product across 35(!) versions (variations are created by one off “hot fixes” done to particular versions). As you can imagine, that creates an impossible quality assurance and innovation challenge. Before we can move the product forward, it’s critical to ensure all of our customers are on the latest version. By doing so, our R&D investment is focused on the future, rather than maintaining myriad versions of the past.
Lastly – and I appreciate you diving into the weed with me - to get customers to the latest version we have to deal with the fact that there are hundreds – and in some cases thousands – of custom plug-ins deployed. Our hosted customers (where we have very good data) collectively have 343 plug-ins in operation - the vast majority of which are not certified and thus are subject to breakage when the core software is upgraded. 90% of the plug-ins are used by a single customer. This complexity undermines quality and performance, and we need to reduce it.
So our goal in 2019 is to start the process of certifying customizations and plug-ins – creating test suites around them and making them upgrade safe. Once we are through this process, we can start moving customers confidently to latest and greatest versions. And once we do this, all our R&D investment can be focused forward. This is a big priority for 2019.
Strategic Communication & Alignment: The XBR
In 2019 we are also investing to ramp up our individualized customer conversations, with a focus on long-term strategic direction. The principal vehicle we are introducing for this purpose is the “business review,” or XBR.
During an XBR, our goal is to present a variety of meaningful content; but more importantly, to listen deeply and develop a shared understanding of what each customer is trying to accomplish from a business perspective.
During the XBR we will provide a corporate overview of Aurea, we will discuss the vision and roadmap of the products in use at that customer, we will discuss the customer’s situation in terms of our Customer Success framework, and we will agree on a set of next steps designed to create a “Business Value Roadmap” – a sequenced set of priority initiatives designed to meet that customer’s individual business objectives. We started rolling out XBRs in the first quarter for Jive and Aurea CRM, and they will be rolling out for customers of other products shortly.
Beginning in Q2, we intend to re-start our M&A activity adding new products, customers, and capabilities into the Aurea family. We’ve developed a fairly broad acquisition profile, so there aren’t specific areas that we are prioritizing, nor are there areas that we are ignoring. We look for software companies with potential – good core technology assets, great customers, and a meaningful business value proposition. If there are companies you believe we should look at (even if only because you will get access to that technology for free under Unlimited!), by all means send me a note to let us know.
Expanding Unlimited Access to Select ESW Capital Sister Company Products
Late last year, we introduced three new products to the Aurea portfolio for eligibility under customers’ Unlimited entitlements – Infer (an intelligent lead scoring system); FirstRain (a news curation and distribution system); and myAlerts (a commerce event alert system). However, none of these three products are Aurea products. The first two are part of the portfolio of one of our sister companies (Ignite Software), and the latter is a standalone software company (also in the ESW Capital portfolio).
These products are particularly attractive because they are inherently “add-on” in nature – they are more like features than full-fledged individual products. This makes them great options for Unlimited, and if their availability proves popular (and early indications are that they are), we will explore adding additional products from companies within our ESW Capital portfolio to Unlimited. We fully recognize that the value of Unlimited to customers expands with every product we add to it, and we will continue look for ways of doing so even beyond our traditional route of software M&A.
Hoping To See You in 2019
The Aurea Executive Leadership Team and I will be spending a good portion of 2019 on the road in support of the XBRs I mentioned above. We will also be gearing up for a series of events, including our Advisory Boards and our Aurea Experience user conference, scheduled for late 2019 and early 2020.
I look forward to seeing you in person, and as always I encourage interaction and feedback on AureaWorks.
Chief Executive Officer
The Community Roundtable found that 70% of communities lack a clear strategy. Recently our own Michelle Gantt offered 6 steps to help companies benchmark and improve their digital workplace, including:
1) Identify Business Goals
2) Rethink ROI
3) Begin Benchmarking Before You Launch or Update Your Digital Workplace Initiative
4) Choose the Right Data Points
5) Think Across Personas
6) Roll It Up
Find out more on the Jive blog at https://www.jivesoftware.com/blog/6-steps-to-a-successful-digital-workplace-strategy/ or in Michelle's CMSwire article at https://www.cmswire.com/digital-workplace/6-strategies-for-measuring-the-success-of-your-digital-workplace/.
Our Jive team recently shared some thoughts about how next-gen healthcare collaboration software can improve communication and patient care. The blog post covers healthcare trends and challenges that drive the need for collaboration, and covers some key ways it enhances care, improves efficiencies, engages staff and fuels innovation, including:
For more details, check out: https://www.jivesoftware.com/blog/next-gen-healthcare-communication-platform-and-more/.
As an Aurea customer, hopefully you have experienced Aurea’s new Customer Support Portal. The Portal offers an exciting and content-rich way to get your questions answered, share ideas with other users, and learn more about Aurea products that can potentially solve your biggest challenges.
Here are some of the Portal’s most significant features:
The new Knowledge Base - Our new Knowledge Base offers a single location where you can search documentation, published support knowledge, community postings, and even relevant cases you previously submitted. It is a one-stop-shop for all the specific documentation related to a particular topic. Learn more.
Known defect tracking - You can now see when an issue has been submitted to engineering as a suspected product defect. Learn more.
Community engagement - In the new Portal, it’s easy to chat with other customers to share best practices, ask & answer questions about your configuration, or reach out to our Product team with suggestions for improvements. Questions or chat threads can be posted to learn from your peers and Aurea experts. Learn more.
Downloadable software updates - Customers with a current software license can download the most recent software updates and hotfixes from the Aurea Support Portal. From the main AureaWorks Support Page, you can go into either Case Management or Knowledge Base, or you can go directly to the Aurea Support Portal. From there, you’ll see the Download options in the global navigation. Updates are found in our FTP folder linked from the Portal page shown. For older software versions, please submit a support case. Learn more.
Product documentation - You can easily locate product support documentation in the Portal. The screenshot below demonstrates where to find it, or you can always access documentation via a Knowledge Base query. Learn more.
Case submittal - You can also submit cases in the Portal. Platinum customers will see their dedicated hotline telephone number on the same screen in case urgent action is necessary. Learn more.
At Aurea Support, we’re continually striving to improve our operation. We survey our customers’ experience after every case is resolved. We review the results of each survey and may contact you to learn more about how we can better assist you. We appreciate your time completing these surveys. Your feedback helps drive improvements where it will have the biggest impact for you.
If you have any feedback regarding the Support Portal, please feel free to contact me.
As you know, we started rolling out Aurea Unlimited late last year as part of our mission to reinvent enterprise software with the industry’s first unlimited software library. Today we took this new business model — which entitles all Aurea customers to use every product in the portfolio for a single annual fee — one step further with the addition of new products from our family of companies: Infer for predictive marketing intelligence and First Rain for sales analytics.
For more on how we're helping companies cost-effectively accelerate technology adoption, check out the press release below.
Aurea Launches Unlimited Software Model to Help Businesses Accelerate Digital Transformation
World’s first enterprise software library creates unparalleled value for companies looking to cost-effectively expand their technology adoption
AUSTIN, Texas, March 19, 2019 -- Aurea, a family of companies that help global businesses accelerate digital transformation, announced its new business model offering the world's first unlimited enterprise software library. The company's unique approach creates value by entitling all customers to use every product in Aurea's portfolio for a single annual fee. By reimagining the way enterprise software works, Aurea Unlimited is helping businesses simplify and advance their use of technology to innovate with less risk. In addition, the company today expanded its library with new products from its portfolio, including Infer for predictive marketing intelligence and First Rain for sales analytics.
"Our customers' capacity to drive change and competitive advantage should only be metered by their aspirations – not their technology budgets. That's why we're on a mission to reinvent enterprise software, and we're betting our business on the concept of unlimited possibility," said Scott Brighton, CEO of Aurea. "Just as we all enjoy unfettered access to great content with consumer offerings like Netflix and Spotify, the ever-growing Aurea Unlimited software library opens up the same kind of access for business and IT leaders, so they can quickly, efficiently and cost-effectively add value to their company's digital transformation strategy."
"An 'all you can eat' product pricing model for software presents a compelling opportunity for companies to push needed technology initiatives forward while mitigating risk," said Wayne Kurtzman, research director for IDC's social, communities and collaboration practice. "Digital transformation can be difficult and expensive, and the realities of IT operating budgets force many companies to limit their technology adoption. An unlimited software subscription could remove those barriers to innovation and empower businesses to try tools they might not otherwise prioritize."
Aurea's software library includes a variety of enterprise-grade business solutions from across its family of companies, such as the Jive Interactive Intranet for collaboration, Aurea CRM for customer relationship management, Aurea CX Messenger for enterprise application integration and Aurea Messaging Solutions' AlertFind for emergency notifications. Aurea will continue to aggressively add new software to this portfolio, building on its track record over the past six years of growing from four core products to nearly three dozen through strategic acquisitions.
Available today, Unlimited includes every version of each Aurea product and is automatically offered as part of customers' existing product subscriptions. Once they gain traction with their first Aurea solution, a customer can simply deploy more software at no additional cost by applying the amount they currently spend with Aurea towards each and every product in the company's portfolio. For more information, visit https://www.aurea.com/unlimited/.
Aurea is a family of companies that help global businesses accelerate digital transformation through unlimited access to the world's first enterprise software library. Customers enjoy access to every product in Aurea's portfolio – all of which are cloud-based, enterprise-scale and easy to use – with one simple subscription. The group's unique AureaOne operating model and acquisition strategy grow that portfolio every year, creating unparalleled value and unlimited possibility. Aurea is an affiliate of ESW Capital. For more information, visit www.aurea.com or follow @AureaSoftware on Twitter.
Aurea and the Aurea logo are trademarks of Aurea Software, Inc. All other trademarks referenced are the property of their respective owners.
As a community management professional, I often think about inclusion. When I think about how to approach inclusive culture, I believe Diversity and Inclusion programs should closely integrate with Internal Communications, Learning & Development and be an integral part of digital transformation conversation. They all funnel up to employee experience and company culture.
I wrote this thought leadership article to consider these four steps to bridge the inevitable digital skills gaps across an organization, including:
What do you think? You can read the full article on CMSWire.
Founded in 1999 in Austria, IT consultancy and service provider Qualysoft helps businesses manage digital transformations and disrupt their IT infrastructure through cutting-edge technologies in areas like customer experience management, application services, e-government and resource management. Of course, this kind of work is a massive undertaking, which is why Qualysoft partners with Aurea CRM in order to deliver the best results possible.
While speaking to Steffen Dudda, CEO at Qualysoft Germany, we learned that Aurea CRM plays a vital part in rejuvenating the way his clients work and handle their own customers. Here are some highlights from our recent discussion:
Mark: How long have you been an Aurea partner, and how would you describe your company’s offerings?
Steffen: Qualysoft became an Aurea partner in early 2015, nearly four years ago. Our IT services span general customizing and programming, process consulting, technical consulting, specification workshops, product-independent CRM consulting and CRM strategies, business consulting, migration analysis and execution, as well as support services.
Mark: Which Aurea products do you specialize in?
Steffen: Qualysoft specializes in the whole product portfolio around Aurea CRM and Aurea Email Marketing.
Mark: Tell us about some of your favorite customer success stories.
Steffen: One example is Energie Steiermark in Austria and Germany. The energy service provider relies on integrated customer relationship management, state-of-the-art SMART Meter solutions, intelligent document management and a comprehensive self-service web portal for customers. In order to better serve their customers at each point of contact and be able to perfectly implement legal requirements for unbundling and SMART Meter, Energie Steiermark and Qualysoft partnered on their strategic “Dachstein” project.
We successfully designed a new architecture for their master data structure, which complies with data protection regulations and the company’s sales and service requirements. This gives customers the opportunity to view and, if necessary, amend or conclude all contracts, correspondence or invoices that they have with all Energie Steiermark companies via a new customer portal. In addition, Aurea CRM’s ticketing module allows for the central management of customer-related activities so that tickets are routed and processed automatically to designated teams based on different criteria.
We also work with Hirslanden, the largest medical network in Switzerland, to support their needs across marketing, guest relations, quality assurance, management, healthline and administration for 18 locations. After connecting Aurea CRM with their email, calendar, web content management system, SAP patient system and central database, Hirslanden was able to better nurture relationships with patients, administer quality measures such as patient surveys and evaluate customer feedback. As a result, the private clinic group now delivers even more personalized patient care across all locations, introduced a largely automated Privé membership, and can automatically update all available doctor data on the website.
Mark: What CX best practices do you recommend to your clients, based on your extensive experience with our products?
Steffen: There are several things we’ve learned along the way to help our clients. We understand which project approaches are most likely to get off the ground smoothly, and what obstacles clients often need to navigate. For instance, we advise clients to consider the importance of maintaining technical documentation. It takes time, especially with frequent document changes between systems, but it speeds up the process of adding or changing features.
Another thing we recommend in conjunction with CRM implementations is a SQL database performance analysis. By optimizing indexes or uncovering opportunities for improvement, our clients get even more out of Aurea CRM. In addition, we’re happy to work with teams on optimizing every last element of their CRM implementation, including email signatures in Outlook, BingMap functions and identifying conditional mandatory fields.
Mark: What do you think are the most important trends enterprises should be considering when it comes to digital transformation?
Steffen: In our opinion, some of the main trends when it comes to customer experience management include artificial intelligence, automation of processes and solutions, chatbots and the digital workplace. Just as important is for people to go back to the basics in the sense of making elementary things important again -- e.g. data quality, social CRM, etc.
Copyright: Qualysoft GmbH