elevate the customer experience - dell emc the customer experience manage the entire customer...

ElEvatE thE CustomEr ExpEriEnCEmanage the entire customer communications lifecycle using xpression and Documentum as your enterprise solution

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“ You have to figure out a different way to reach your customers and capture

their attention. Our research indicates that customized correspondence is

increasingly viewed as an effective differentiator.”

—AdAm Honoré, Senior AnAlySt, Aite Group

Customer CommuniCations management made easyWhat if there was a way you could easily and efficiently communicate with your customers, constituents, or clients using highly personalized correspon-dence? What if your welcome kits, account statements, contract proposals, policy manuals, product catalogs, service documents, and marketing materials could be customized and produced automatically in whatever format the cus-tomer prefers? What if every communication you sent was timely, consistent, relevant, and compliant with your branding and legal guidelines? What if, on top of all that, the solution was environmentally friendly?

EMC Corporation, the world leader in information infrastructure solutions, has developed an enterprise-scale solution that fully manages the entire customer communications lifecycle. Whether you are targeting prospects, signing new customers, servicing existing clients, or up-selling/cross-selling products and services, the EMC Document Sciences xPression® software suite combined with the EMC Documentum® enterprise content management platform covers it all.

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How doeS it work?xPression automates the creation, design, and delivery of highly personalized and customized client communications. Documentum manages the transactional workflow, business processes, and archiving of all types of content across the enterprise within a common information infrastructure. Together xPression and Documentum provide a first-class, end-to-end solution for elevating client relationships.

xPression leverages enterprise content stored in Documentum to generate dynamic marketing collateral, regulated contracts, relationship statements, personalized correspondence, rich HTML e-mail, and sophisticated individual Web landing pages. Documentum’s advanced business process management capabilities, which are tightly integrated with xPression’s document-generation web services, enable you to generate customer communications in real time either in response to events (e.g. customer requests or renewal triggers) or at particular steps within a business transaction (e.g. opening a bank account or managing an insurance claim).

Whether delivered electronically or in print, any communication you send to customers can then be archived in Documentum for long-term records management and reuse.

. wHAt Are tHe cApAbilitieS?Sophisticated yet easy to use, the xPression-Documentum solution provides a variety of unique capabilities for your customer communications.

Content Creation and managementDocumentum enables enterprise content such as Microsoft® Word documents, RTF documents, PDF files, XML data, and digital assets (e.g. logos and signatures) to be managed in a centralized repository. Documentum also provides features such as version management, collaboration, advanced search and retrieval, access control, and a web-based interface.

dynamiC designDynamic document templates use rules and variables to personalize and customize content to specific recipients. Designers using any of xPression’s design tools to define the content, layout, and business logic of a dynamic document template can use any of the managed content items in a Documentum Docbase either at design time or at runtime. The document designer has a choice of the following four design tools based on the type of customer communication being designed:

•xPresso for Adobe® InDesign®—Leverages the widely used Adobe InDesign Creative Suite to create graphically rich and highly customized statements, marketing brochures, catalogs, and other frame-based documents.

•xPresso for Word 2007—Uses Microsoft Word to create text-based documents tailored for the recipient, including proposals, contracts, policies, and other correspondence.

•xPresso for Dreamweaver®—Employs Adobe Dreamweaver to create highly personal-ized HTML e-mail and Web landing pages without time-consuming and costly coding.

•xDesign—Enables the design of complex, hierarchical document packages that include one or more subdocuments from xPresso or other sources.

The combination of xPression’s dynamic document design tools and Documentum’s repository services enables multiple teams across your enterprise to collaborate and control shared content without relying on IT personnel. The business team can change content to meet revenue demands. The marketing team can ensure content and design adhere to branding. The legal team can approve all regulated content.

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Customer CommuniCation generationBusiness users such as bankers, insurance agents, customer service personnel, contract managers, and financial advisors can access an intuitive, process-enabled web interface to generate any type of customer communication. The interface is embedded within a workflow process to ensure compliance with internal and external business processes.

A variety of business processes require the generation of personalized customer communications, such as account openings, claims processing, contract negotia-tions, and service fulfillments. Individuals using Documentum’s TaskSpace component can model these and other processes using an intuitive, web-enabled interface. Any step in the workflow process can invoke an xPression web service to generate, preview, and distribute any kind of customer communication. In this way, the generation of a particular type of communication (e.g. an insurance claim correspondence with a check) can be tied to executing a specific transactional workflow, which is controlled to enable access for only those users with permission or required approval

Content arChivingAdministrators using xPression’s web-based xAdmin application can configure Documentum repositories to be accessed from xPression for archival of customer communications, including letters, proposals, e-mails, and contracts. Customer communications generated by xPression, both through a high-volume batch job or through individual on-demand requests, can be sent directly to a Documentum Docbase with the correct index and metadata, making them available for records management, searching, retention, and retrieval.

This image depicts the xPression-Documentum integration architecture. The Documentum Platform can be used to manage both the enterprise content and workflow that will be used by the xPression design tools to create dynamic document templates. Basic workflow capabilities are provided with the Documentum platform and customers can also choose to deploy the Documentum xCelerated Composition Platform (xCP) for comprehensive business process management (BPM) and business activity monitoring (BAM) capabilities along with a graphical toolset to make it fast and easy to build and configure a new application. The xPression templates are used to generate customer communications which can be triggered by any workflow step defined in a Documentum business process. A workflow step collects the required data as an XML record and calls the appropriate xPression web service to perform the document generation task. Any of the documents generated by xPression can then be stored in Documentum for archival and distribution. xPression produces the correct index for each document based on the object metadata in Documentum.

xPression Suite Generated Documents

EMC Documentum Platform

Collaterals(postcard, marketing,

welcome kit)

Contracts(policies,contracts)

Statements(bank,portfolio,

utility)

Correspondence(letters,email)

Information Access Information Governance Case Management

SMS Web E-mail Batch Print

http://www. noneratnoipsul.com

Distribution

xPression

Mr. Current Resident176 South StreetHopkinton, Massachusetts 01748

Signed

Invoice

FAX #: 888-555-1212

PAGES: 3

MESSAGE:

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To Whome It May Concern,

Fusce consectetuer luctus ipsum. Vestibulum nunc. Suspendisse dignissim adipiscing libero. Integer leo. Sed pharetra ligula a dui. Quisque ipsum nibh, ullamcorper eget, pulvinar sed, posuere vitae, nulla. Sed varius nibh ut lacus. Curabitur fringilla. Nunc est ipsum, pretium quis, dapibus sed, varius non, lectus. Proin a quam. Praesent lacinia, eros quis aliquam porttitor, urna lacus volutpat urna, ut fermentum neque mi egestas dolor.Morbi non erat non ipsum pharetra tempus. Donec orci. Proin in ante. Pellentesque sit amet purus. Cras egestas diam sed ante. Etiam imperdiet urna sit amet risus scelerisque sem. In elit nulla, molestie, ornare. amet, interdum vel, mauris. Etiam dignissim imperdiet metus posuere vitae, nulla.

Lorem ipsum dolor sit amet, consectetuer adipiscing elit. Morbi commodo, ipsum sed pharetra gravida, orci magna rhoncus neque, id pulvinar odio lorem non turpis. Nullam sit amet enim. Suspendisse id velit vitae ligula volutpat condimentum. Aliquam erat volutpat. Sed quis velit. Nulla facilisi. Nulla libero. Vivamus pharetra posuere sapien. Nam consectetuer. Sed aliquam, nunc eget euismod ullamcorper, lectus nunc ullamcorper orci, fermentum bibendum enim nibh eget ipsum. Donec porttitor ligula eu dolor. Maecenas vitae nulla consequat libero cursus venenatis. Nam magna enim, accumsan eu, blandit sed, blandit a, eros.Quisque facilisis erat a dui. Nam malesuada ornare dolor. Cras gravida, diam sit amet rhoncus ornare, erat elit consectetuer erat, id egestas pede nibh eget odio. Proin tincidunt, velit vel porta elementum, magna diam molestie sapien, non aliquet massa pede eu diam. Aliquam iaculis. Fusce et ipsum et nulla tristique facilisis. Donec eget sem sit amet ligula viverra gravida. Etiam vehicula urna vel turpis. Suspendisse sagittis ante a urna. Morbi a est quis orci consequat rutrum. Nullam egestas feugiat felis. Integer adipiscing semper ligula. Nunc molestie, nisl sit amet cursus convallis, sapien lectus pretium metus, vitae pretium enim wisi id lectus.

Donec vestibulum. Etiam vel nibh. Nulla facilisi. Mauris pharetra. Donec augue. Fusce ultrices, neque id dignissim ultrices, tellus mauris dictum elit, vel lacinia enim metus eu nunc.Proin at eros non eros adipiscing mollis. Donec semper turpis sed diam. Sed consequat ligula nec tortor. Integer eget sem. Ut vitae enim eu est vehicula gravida. Morbi ipsum ipsum, porta nec, tempor id, auctor vitae, purus. Pellentesque neque.

Consectetuer LoremDonec placerat. a at, wisi. Nam non lacus feugiat ac, molestie eget, wisi.

To Whome It May Concern,

Fusce consectetuer luctus ipsum. Vestibulum nunc. Suspendisse dignissim adipiscing libero. Integer leo. Sed pharetra ligula a dui. Quisque ipsum nibh, ullamcorper eget, pulvinar sed, posuere vitae, nulla. Sed varius nibh ut lacus. Curabitur fringilla. Nunc est ipsum, pretium quis, dapibus sed, varius non, lectus. Proin a quam. Praesent lacinia, eros quis aliquam porttitor, urna lacus volutpat urna, ut fermentum neque mi egestas dolor.Morbi non erat non ipsum pharetra tempus. Donec orci. Proin in ante. Pellentesque sit amet purus. Cras egestas diam sed ante. Etiam imperdiet urna sit amet risus scelerisque sem. In elit nulla, molestie, ornare. amet, interdum vel, mauris. Etiam dignissim imperdiet metus posuere vitae, nulla.

Lorem ipsum dolor sit amet, consectetuer adipiscing elit. Morbi commodo, ipsum sed pharetra gravida, orci magna rhoncus neque, id pulvinar odio lorem non turpis. Nullam sit amet enim. Suspendisse id velit vitae ligula volutpat condimentum. Aliquam erat volutpat. Sed quis velit. Nulla facilisi. Nulla libero. Vivamus pharetra posuere sapien. Nam consectetuer. Sed aliquam, nunc eget euismod ullamcorper, lectus nunc ullamcorper orci, fermentum bibendum enim nibh eget ipsum. Donec porttitor ligula eu dolor. Maecenas vitae nulla consequat libero cursus venenatis. Nam magna enim, accumsan eu, blandit sed, blandit a, eros.Quisque facilisis erat a dui. Nam malesuada ornare dolor. Cras gravida, diam sit amet rhoncus ornare, erat elit consectetuer erat, id egestas pede nibh eget odio. Proin tincidunt, velit vel porta elementum, magna diam molestie sapien, non aliquet massa pede eu diam. Aliquam iaculis. Fusce et ipsum et nulla tristique facilisis. Donec eget sem sit amet ligula viverra gravida. Etiam vehicula urna vel turpis. Suspendisse sagittis ante a urna. Morbi a est quis orci consequat rutrum. Nullam egestas feugiat felis. Integer adipiscing semper ligula. Nunc molestie, nisl sit amet cursus convallis, sapien lectus pretium metus, vitae pretium enim wisi id lectus.

Donec vestibulum. Etiam vel nibh. Nulla facilisi. Mauris pharetra. Donec augue. Fusce ultrices, neque id dignissim ultrices, tellus mauris dictum elit, vel lacinia enim metus eu nunc.Proin at eros non eros adipiscing mollis. Donec semper turpis sed diam. Sed consequat ligula nec tortor. Integer eget sem. Ut vitae enim eu est vehicula gravida. Morbi ipsum ipsum, porta nec, tempor id, auctor vitae, purus. Pellentesque neque.

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Sed vitae tellus. Etiam sem arcu, eleifend sit amet, gravida eget, porta at, wisi. Nam non lacus vitae ipsum viverra pretium. Phasellus massa. Fusce magna sem, gravida in, feugiat ac, molestie eget, wisi.

Name: John DoeAddress: 555 E. Updown St.Shangri La, CA 00010

Primary Care Physician:Dr. Jane CaregiverWestern Medical TeamShangri La, CA 00010

Age: 30Sex: MaleHeight: 5’ 10”Weight: 156 lbsBlood Type: A-Blood Pressure: 140/70PSI:156

Allegries:John is allergic to pennicillin, zithromax, and �omaxacinates

Medical History:Lorem ipsum dolor sit amet, consectetuer adipiscing elit. Morbi commodo, ipsum sed pharetra gravida, orci magna rhoncus neque, id pulvinar odio lorem non turpis. Nullam sit amet enim. Suspendisse id velit vitae ligula volutpat..















EMC CorporationHopkinton, massachusetts 01748-9103

1-508-435-1000 in north America 1-866-464-7381

www.emc.com

EMC2, EMC, Document Sciences, xPression, the EMC logo, and where information lives are registered trademarks or trademarks of EMC Corporation in the United States and other countries. All other trademarks used herein are the property of their respective owners. © Copyright 2011 EMC Corporation. All rights reserved. Published in the USA. 01/11 Brochure H5053

contAct uSTo learn more about how EMC products, services, and solutions help solve your business and IT challenges contact your local representative or authorized reseller—or visit us at www.EMC.com

wHAt type of inteGrAtion ArcHitecture iS offered?xPression has a service-oriented architecture, adhering to industry standards such as Java EE, XML, web services, and Microsoft .Net to design, assemble, compose, and generate dynamic documents at high volume for electronic or print delivery. The xPression software suite is an enterprise solution that integrates with an organization’s existing environment and data sources, including relational DBs, XML, flat files, and mainframe data.

how is the solution environmentally friendly?Along with the normal pressures to be more productive, cuts costs, and boost competitiveness, a new business imperative has been added to the list: going green. As the shift from paper to more environmentally friendly electronic communications accelerates, the need for secure and compliant multichannel technology for customer communications has increased significantly.

The integrated solution of xPression and Documentum enables organizations to overcome all these challenges with realtime, high-volume business communications and multichannel publishing capabilities. The solution helps you become more environmentally friendly by reducing dependency on printed output and increasing the use of electronic communications with clients. Going green has never been easier.

what type of seCurity infrastruCture is used?The xPression and Documentum integrated solution leverages existing security infrastructures such as LDAP, Active Directory, and other Java EE-capable security systems for user authentication and rights management. Once authenticated, users can perform authoring, editing, and workflow functions, such as review and approval, based on their rights and roles in the organization.

Reviewing tasks and other workflow activities are automatically managed for users who can receive tasks via their standard portal environment, e-mail, or a browser-based, front-end to the system. Documents and tasks can be reviewed and approved in a standard Web browser.

about emC EMC Corporation (NYSE: EMC) is the world’s leading developer and provider of information infrastructure technology and solutions that enable organizations of all sizes to transform the way they compete and create value from their information. Information about EMC’s products and services can be found at www.EMC.com.

The solution at work

Here’s an example of how xPression and Documentum xCP can manage customer communications for insurance claims processing.

An insurance agent, a supervisor, and a claims adjuster can leverage and configure predefined business process templates within Documentum xCP to manage an accident claim.

A new case folder, which we can call a “claim”, is created in Documentum xCP to bring the content, business processes, and interactions related to this particular accident claim together in a single location. The agent enters details about the accident which becomes metadata on the claim and any supporting materials are also added to the claim. If any information is missing, the business process associated with the claim automatically calls an xPression web service to generate a letter or e-mail to be sent to the customer asking for additional information. A copy of this correspondence is stored with the claim for record keeping purposes.

Once all the accident information has been provided, another correspondence is automati-cally generated to inform the customer of the progress of the claim. Simultaneously an internal personalized e-mail with the appropriate link is generated to the supervisor asking for a review of the claim materials. Again, all correspondence is linked directly to the claim folder so it can be part of the overall audit trail.

After the supervisor’s review has been com-pleted, an e-mail is sent to the claims adjuster to approve the requested claims amount. Once the amount is approved, another xPression web service call is automatically triggered to generate a detailed letter to the customer, along with a check for the amount.

Throughout this scenario the seamless interaction between Documentum xCP for case management — including all information, process, and interactions associated with the claim — and xPression’s document generation capabilities provide a complete solution for insurance claims processing.