Adapting your existing communications infrastructure and processes to accommodate new acquisitions, mergers, constant regulatory changes, multiple media channels, 24/7 mobile access, etc. can seem like an overwhelming undertaking.

Leading insurers nationwide rely on NEPS to help transition their document technologies from cumbersome legacy systems to state of the art communications platforms that deliver dynamic, personalized documents to their customers when and where they want them.

Our flexible SaaS solution also provides full visibility and control for the entire delivery process with powerful reporting metrics.

Come to Booth #137 to see how how NEPS can help your organization.

The Document Strategy Forum offers attendees fresh insights into document strategies, technology, and enhancing customer engagement. “These areas are all of vital importance to executives responsible for ensuring that customer communications are produced accurately, consistently, efficiently, and reliably,” said Scott Baker, NEPS Vice President for Channels and Strategy. “This conference is venue for us to learn and also to show how our technologies can transform document production operations.”

“The Document Strategy Forum is an ideal opportunity to talk with C-level executives in finance, insurance and healthcare about the document processing challenges they face everyday,” said Denise Miano, NEPS President, co-founder, and Chief Technical Officer. “It lets us gain a deeper understanding of their needs and how they are thinking about the future of document processing.”

About NEPS

– NEPS, LLC is recognized as an innovative leader in the in the document process outsourcing (DPO) industry, developing, integrating, and delivering hosted Customer Communications Management (CCM) technologies and services. NEPS provides a complete cloud based, end-to-end CCM technology platform that empowers customers to create and deliver relevant, engaging and compliant communications.

The award, which is based on the submissions of industry professionals, honors individuals, companies or organizations that have conceived and developed an original concept leading to a significant advancement in the industry.

“NEPS has always been at the forefront of document processing technology with consistently innovative ideas and approaches,” said Skip Henk, Xplor President. “Now, in recognition of the rich capabilities NSite and its architecture offers our industry, it is a real honor to present this award to NEPS.”

NEPS’ unique approach combines its proprietary NSite architecture and deep integration capabilities with industry-leading, state-of-the-art software from several partners to provide a versatile end-to-end private-cloud platform for multi-channel document production and distribution. This hosted strategy lets customers in NEPS’ primary markets of financial services, insurance and healthcare use a variety of tools to create and deliver relevant, engaging and compliant customer communications via print and electronic media in a highly secure, reliable environment.

In developing each customer solution, NEPS works to define clients’ challenges and determine which of products best fit their needs. Then the NEPS team merges the requisite technologies under the umbrella of NSite to create a scalable platform for multi-channel document production. The synergy of NSite, NEPS’ deep technical expertise, and proven software creates a powerful overarching structure for addressing real-world CCM requirements quickly, reliably and cost-effectively.

“It is a terrific honor to receive the Xplor Technology of the Year Award because it reflects the recognition of those truly understand the needs of our industry,” said Denise Miano, NEPS President, co-founder and CTO. “Most importantly, it’s a reflection of our team here at NEPS, many of whom have been with us for many years, continually focused on the goal of creating and delivering a world-class experience for our customers.”

The word that showed up the most was Trust with 4 entries. If your Customer Communications are successful you will gain the Trust of the audience. But that is a RESULT of success – what is the core REQUIREMENT that will get you that result. That is what we are seeking here.

There are combos of words that can sum it up – like the three above, and like the entry that said “Right customer, right communication, right channel, right time”. Love it! But it’s not one word.

After reviewing them all and giving it lots of thought I have picked my own personal winner – Respect. This was submitted by Roberto Nagel. M-EDP.

Do you respect your customers enough to go the extra mile to use the data you have collected about them to ensure that the communications you send them are Relevant? Do you respect them enough to spend time listening to them to find out what their key needs are and where they are having issues getting them met? Do you respect them enough to spend time and money putting together a design where they can locate the relevant information easily, where they can understand the information, and where they clearly see what action they can or need to take?

We recently made a suggestion to a customer to change the way they were displaying a disclosure so that it would be more easily seen and understood. Of course, the suggestion would have meant a bit more work and money to change the status quo. They declined our suggestion and responded with this comment: “It’s our responsibility to print the disclosure; whether the client reads it or not, that’s their choice.” Does that show respect? I don’t need to answer.

The great thing about Respect – it’s a two way street. Respect your customers, go the extra mile, spend the extra money, do the extra work and they will respect you back. They will respect you with their loyalty and their advocacy. Time and money well spent.

Kudos, Roberto. I think you nailed it.

See all the responses here.

Mr. Baker brings over 25 years of experience to NEPS, where he will be responsible for channel relationships, corporate strategy, and leading NEPS’ marketing activities.

“We are very excited to have Scott join us here at NEPS,” said Denise Miano, President, CTO, and co-founder. “His deep understanding of our industry and its needs, combined with his expertise in strategic thinking and developing strong channel relationships make him a great asset to our management team.”

Before joining NEPS, Baker served as VP Worldwide Channels at GMC Software AG, responsible for developing and managing their global partnerships. Prior his tenure at GMC, Baker created successful global partner organizations at Alysis Technologies, Datawatch Corporation, and Insci Corp. He has presented at the Lyra Symposium, Xplor, AIIM, Gartner IT Expo, industry workshops and customer events, and has authored technology articles for various trade publications.

“Over the years I’ve watched NEPS expand the depth and breadth of its offerings. But it has always been a well-kept secret,” said Mr. Baker. “Right now, with the industry beginning the shift to cloud-based technologies, NEPS is poised to help a wide range of customers make an exponential leap in customer communications. I’m looking forward to helping NEPS deliver the forward-looking capabilities companies need today.”

About NEPS
NEPS, LLC is recognized as an innovative leader in the in the document process outsourcing (DPO) industry, developing, integrating, and delivering hosted Customer Communications Management (CCM) technologies and services. NEPS provides a complete hosted, end-to-end CCM technology platform that empowers customers to create and deliver relevant, engaging and compliant communications.

The Rosetta Stone is iconic in the study of ancient Egypt. Champollion’s translation of the Egyptian hieroglyphics by discovering their patterned similarities with the better-known Greek and Demotic language texts on the stone opened new doors of study. Yet, for all the historical significance and abundant knowledge made available by the work of Champollion and others, I think there is an important and relevant application to modern marketing in the multimedia age.

To find that application, we need to go back a bit further in history than the discovery of the stone in 1799. We need to go back to the creators of the content—Ptolemy V’s Council of Priests (ca. 196 BCE). The priests created the stone as a decree of the ascension of Ptolemy, and because the message was of such great importance, it was inscribed in three languages: Greek for the administrators, Demotic for the readers of the common language and Egyptian hieroglyphics for the priests. I think the contemporary application becomes quickly obvious when we consider the priests’ purpose and the significant effort involved in getting their message to targeted audiences.

“To effectively communicate, we have to speak a common language to each intended audience segment.”

The priests understood that to reach their audience and communicate effectively, they needed to identify that audience and then provide targeted content in the most efficient manner possible. Sound familiar? I’m sure it does. The ancient Egyptian priests and modern marketing specialists have at least two things in common: a targeted audience and a message to spread. The priests knew their audiences well—at least well enough to render their message in three versions to ensure that those who needed to receive their proclamations would not only receive it but also understand it. This is the key. To effectively communicate, we have to speak a common language to each intended audience segment.

In the contemporary business world, for instance, many organizations serve both B2B and B2C segments. Within those segments, even further divisions occur; so, your message must be viewed and comprehended by a wide range of audiences. Targeting each specific segment requires not only language but also media consideration. While the executives of your B2B segment may well appreciate a detailed Flash sequence outlining your quarterlies, their technical resources might be looking for a flexible and powerful search tool into your support knowledge base that, most likely, would be neither understood nor appreciated by the executive segment.

Likewise, the communications to your B2B customers should be much different in context and language than those used to reach out to your B2C customers. A marketing video using family-friendly characters and language and backed by whimsical music, wholly appropriate for the B2C channel, would hardly be taken seriously by your vendors and investors—even were the content the same.

So, how would Ptolemy’s Council of Priests approach your multimedia marketing challenges given the tools and context of contemporary business and marketing communications? Clearly, it was their intent to speak directly to each segment with a unique and highly focused presentment, maintaining the context and content of the message for each, while limited to a single media channel—carved stone. With the modern availability of multimedia and the increasing granularity of selected target audiences, the priests’ challenge would be significantly more complex than their ancient outreach, but the method and principles remain the same. Consider your multimedia platform, whether web, tube or social media site, as your Rosetta Stone, and make certain that your organization’s message is translated into the channels, media and languages appropriate to your target segments.

Sooner or later, every organization has to deal with the issue of designing or redesigning a form. Whether it’s an admission form, a payroll check or a medical administration report, someone is going to need to analyze the surrounding workflow, identify the forms owners and users, understand any corporate, industry or government requirements or specifications for the elements of the form, and, in cases where there is a digital output system driving the creation of the form, the technology behind the form’s processing.

If it sounds complicated, that’s because it can be. Of course, not every form requires hours of analysis and research to be usable and effective. For a small office or organization, with a small forms universe, the process can be simpler. However, as organization size increases and industry and government specifications impact design and material specifications, business form management becomes a significantly more complex operation and a poorly managed forms universe is costly and can lead to expensive legal ramifications. To get a feel for the complexity of professional form design the partial list of considerations below ought to help determine if your internal resources are up to the task or if professional assistance is necessary.

Form Design Considerations

1. What is the form’s purpose?
2. What corporate standards and identity items are required?
3. What government or trade organization specifications apply?
4. What information belongs on the form?
5. Where should information be placed on the form for maximum readability?
6. Who uses this form?
7. Who are the owners of the business from which the form originates?
8. If this is a redesign, how does the original stand up to current usage and specifications?
9. Who in the organization owns the form?
10. What is the form’s workflow?
11. How will the form be distributed who and how will they interact with it?
12. Are there special components to consider (Bar coding, color printing, subject portraits)?

As the list above makes abundantly clear, professional form design is no small task. Just gathering all of the information needed to fulfill the questions above will require sustained effort and a firm grasp of form design to understand how each piece plays into the design whole. Fortunately, there are Information and Form Design professionals available to manage the process, and ensure that each deployed form in your organization is unique, compliant and fully functional.

Check out the infographic!

DOCUMENT Strategy Forum has been educating and enlightening creators and producers of transactional/customer communication documents. This year’s newly expanded conference program, which includes the new Social Business and Sharepoint conference, features 7 tracks and more than 50 individual sessions to choose from.

Sessions will range from intense Power Sessions and Case Studies to Panel Discussions and Roundtables, all geared to provide customer communication professionals with tactical and mission-critical strategies and solutions designed to enhance the customer experience, increase efficiencies, and accelerate the ROI.

Be sure to drop by our booth, which we’ll be sharing our friends at Solimar Systems. We look forward to sharing our innovative solutions for effective Customer Communications, including our integrated private Cloud offering for archival and ePresentment.

For more information about the show, go to www.documentstrategyforum.com. We will see you there!