We re passionate about improving your customer experience.

Transcription

1 We re passionate about improving your customer experience.

2 Our Communications Services team helps you create clear, relevant communications that improve the experience of your customers. When we started out 20 years ago, we were just a small team in the service industry with a passion for refining customer communications. Since then we ve grown, faced challenges, broken through, and grown again. A lot has gone into building Messagepoint s powerful business user content management software. So, what do we do? 1. Content rationalization 2. Document design 3. Digital experiences 4. CX strategy You may already know about our software. Maybe you ve even used it. But our services stretch far beyond that, helping you be on the forefront of positive omnichannel customer experiences. Our team of information designers, user experience specialists, strategists, and writers has always been committed to service excellence. The game has changed since we launched our enterprise software, but we remain dedicated to our craft and we re constantly adapting to meet the latest customer communication needs. And don t worry, we re not all talk. We ve got the experience, the skills and the portfolio to back up our promises.

3 CONTENT RATIONALIZATION Let s be rational. Inventory audit & evaluation Our team will do an audit of your document inventory. You ll be able to take full stock of everything you have a step in the right direction, and the first sign of relief for you. Catalog & analysis We ll put your documents into a dynamic electronic catalog using Messagepoint Rationalizer. This allows you to gather, collectively compare, and contrast all your customer communications. With so many shifts in customer communications, new products constantly emerging, and lines of businesses working in silos, you ve lost the ability to maintain brand standards and consistency across your organization. Applying a proven methodology, our team will help you to catalog your inventory, find its core templates, and establish a framework for standardizing and controlling your documents going forward. Content standardization Our team unifies and standardizes your content. Using Messagepoint Rationalizer, we remove duplicates and consolidate similarities to streamline your templates and provide you with a clean, organized inventory. Plain language writing We leverage our experience to both simplify and clarify your content. No matter what you need to communicate, our team shapes your content into clear, digestible language that s just right for the people who need to read it. WHAT WE DO FOR YOU DURING A RATIONALIZATION PROJECT: Scoping workshop Requirements analysis Inventory audit & validation Attribute development Catalog & analysis (using Messagepoint Rationalizer) Document Object Model (DOM) Recommendations report Content standardization Business user content management Template development Plain language writing Workflow consulting

4 DOCUMENT DESIGN Rethink the document. While we would all love to be paperless, we recognize some paper documents are going to be around for a while. If you need to redesign your functional communications to be easier for your customers to read and understand, we can help. That s what we ve been doing for 20 years, and whether it s paper or digital, we do it really well. Our secret sauce (integrated approach) makes us truly unique and the best choice for you. WHAT WE DO FOR YOU DURING A DOCUMENT DESIGN PROJECT: Design scorecard Scoping workshop Requirements analysis Customer testing & research Graphic & information design Design consulting (color, image optimization) Static prototyping Design scorecard Graphic & information design When it comes to design, we ve seen it all. We ll use our experience and established information design principles to rate the effectiveness of the communication with your customers, and see how it stacks up against other industry leaders. Our talented team of graphic and information designers work to develop and enhance your templates, redesign & revitalize existing documents, and design new documents altogether to help realize your communications vision. Customer testing and research Document prototyping Opinions are great, but without proper validation and research they don t mean a thing. We look at the data, analyzing what works, what doesn t, and how things can be improved from the perspective of the people who really matter your customers. While traditional design firms can craft beautiful looking static documents, many designs just don t work as intended out in the real world. Our integrated approach ensures we re testing your designs directly in mainstream production tools like Exstream and GMC. We make sure our designs work, so there s no guesswork involved.

5 DIGITAL EXPERIENCES Make it your digital space. We know it s not enough to simply put your paper documents online to increase your e-adoption rates. It s about bringing them to life and transforming them into a truly interactive experience. From ideation to prototyping, our certified Digital Experience team can help. WHAT WE DO FOR YOU DURING A DIGITAL EXPERIENCE PROJECT: Benchmark research Scoping workshop Requirements analysis Digital brand & omni-channel strategy Persona development Information architecture (card sorting, label audits, site mapping) Digital content development User & task flows Useability testing Wireframes Design prototyping - static and dynamic (front-end development, interaction design) Data visualization Information architecture Digital content development How your information is structured is just as important as the content itself. We work to help users navigate and get the information they need quickly and easily in your digital environments. This helps users to understand and accomplish tasks in a smooth, natural way. Not all documents are created equal, and content in digital environments is different than in paper format. Not only do we help with writing content that fits your medium, we also show you how to make that content more personal in a digital space. Wireframes Design prototypes It s all about collaboration. Our team of UX specialists work with you to conceptualize and plan wireframes that utilize all the best practices in UI design. A map is only as good as its legend, and vice versa. We want to make your map the best it can be. Our team works with you, bringing your concepts to life in full interactive glory. Our goal is to allow you to see the full end-user experience, crafting ways to feed your customer s curiosity and keep them engaged.

6 CX STRATEGY The right place at the right time. With the move to digital and more ways for your customers to interact with you, how do you keep all your touchpoints in sync? Our team will work with you to create a true omnichannel experience to ensure your customers are getting the right message at the right time in the right channel. Delivering the best customer experience possible is utopia and we believe you can achieve it. WHAT WE DO FOR YOU DURING A CX STRATEGY PROJECT: Benchmark research Scoping workshop Requirements analysis Persona development Task-based usability testing Customer journey mapping Omni-channel content strategy Response based marketing strategy Solution design User experience training, tools and guidelines Persona development Task-based usability testing Any good strategy is going to need a starting point, and there s no better place to start than your customer. We develop your ideal customer personas, so your content can be curated perfectly. Testing is a key step in any CX strategy, but not all testing is equal. Our testing is done practically, trying out the real tasks and operations to make sure that everything actually works. Customer journey mapping Omni-channel content strategy Not every customer will be the same. With our fully-developed personas and data, we map out the stages of your customers journey highlighting pain points and opportunities to create a better experience. Focusing on one method of communication is short-sighted. We make sure that your communications approach is fully integrated, using every path that works for you and your customers.

7 We don t just talk the talk. We also walk the walk. SOME OF THE BRANDS WE VE IMPROVED COMMUNICATIONS FOR: FINANCIAL Ameriprise Bank of America RBC Sun Life Financial BB&T TIAA-CREF TD RCS Manulife John Hancock CNO Financial INSURANCE Allianz The Co-operators State Farm The Hartford Dominion of Canada MassMutual Selective Insurance UTILITIES Southern California Edison Pacific Gas & Electric Northeast Utilities HEALTHCARE Humana Cigna Health Now Medco OTHER Macy s Alliance Data Systems AAA BCAA MPAC OUR WORK WINS AWARDS: AWARD For more information contact: sales@messagepoint.com