Personalised Customer Communications
 for the Australian Financial Services Industry

what do  we do

Smart Publishing is a consultancy business, specialising in one to one communications specifically for the financial services industry.  Our core business covers the banking, wealth management, superannuation, insurance and lending sectors and includes real time and batch processing of operational & marketing communications to support these businesses.

The traditional providers in this arena are predominantly software vendors, specialising in very specific areas of the customer communications requirements such as customer statements, operational correspondence, marketing documents, etc in isolation.  

Our primary differentiator is we are not a software vendors, we work with our customers to assist them through the labyrinth of requirements to define and implement an enterprise solutions for customer communications.

Our solution is delivered via the cloud through an aggregated Software as a Service (SaaS) mechanism, providing our customers with access to the latest offerings from all of the software providers in the market, removing the restrictions of being limited to the capabilities of a single vendor offering.

This level of service is accomplished through:

• the definition of your end-to-end business needs and wants.

• the prioritisation of those needs and wants to define an end to end customer communications strategy to support all aspects of your business.

• the alignment of in-train projects to the newly developed strategy

• the development of selection criteria to ensure that future projects are aligned with the customer communications strategy and developed to support that strategy.

• the matching of your prioritised requirements with all the software vendors capabilities and the development of an enterprise communications architecture.

• the development and implementation of an aggregated SaaS in line with the enterprise communications architecture to support the enterprise strategy.

This approach alleviates the primary deficiencies in the historic mechanisms used to provide and maintain these types of services, allows your organisation to progress towards a defined strategic objective and allows you to enhance your strategy to ensure you maximise the advantages of the latest market offerings through the development lifecycle.

how does it work

Put simply, once the service has been enacted, we take individual customer data via a secure FTP links, validate the data and then apply it to our document rules engine to generate personalised documents. These documents are then distributed via the client’s selected channel – print, email or as a secure web document.

the workflow

The following diagrams provides an example overview of one of the basic workflow of the Smart Publishing service after the completion of the implementation project:

1. The data is compiled and validated at the client side using processes developed during the implementation phase.  Once the data is compiled, it is then shipped via secure FTP transfer on an agreed basis.

2. The Data Validation Engine validates the data including field content (any anomalies will be rejected and reported back to the client via an exception process)

3. The Smart Publishing Workflow allocates the job to the relevant automated processing queues based on document type and distribution channel

4. The Document Rules Engine processes the job according to the queue allocation and supporting document rules.

4a. If a document requires approval / proofing the document will be transmitted to the Smart Publishing Testing, Proofing & Approval Station (on the client site) where a user can view digital or hard copy proofs and approve the document for release.

5. The compiled document will be dispatched via the customer selected distribution channel.

6. Details of the documents that have been distributed via this service are transmitted to clients systems.

distribution channels

The following diagram provides an overview of an implementation of a distribution channels strategy used by a customer through the Smart Publishing service:

Copies of personalised data are made available to the customer in multiple formats to enable the support of personalised messaging within the customers service centres.  Personalised communications are recorded in the registry systems with screen & print resolution documents available to the corporate web sites, contact centres etc.  An archive version of the personalised communication is made available to the customers archival system and the Smart Publishing archive.

In addition to providing data to our customer, Smart Publishing also distributes personalised content via full colour direct mail, e-mail, web and telephony channels.  Customers may select a single or multiple channels for the distribution of their communications.  Smart Publishing Australia will look to integrate further distribution channels as new technologies emerge within the market, providing our customers with a level of comfort around the future proofing their service.

Call our office today on 02 9929 1299 to arrange for a Smart Publishing specialist to discuss how our specialist customer communication service can make a difference to your service provision.

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For further information call our sales team on (02) 9929 1299