Category: Customer Communications

Takeaways From the SPS Analyst Summit in Vietnam

David Stabel
Dec 15, 2016

Swiss Post Solutions (SPS) recently invited the analyst community to its Industry Analyst Symposium held in Vietnam on November 23-26. During this multi-day symposium, SPS’ senior management briefed analysts on the SPS business, its latest technology innovations, as well as on its Business Process Outsourcing (BPO) strategy. Analysts were also invited for site visits to both of its Vietnam offshore facilities in Ho Chi Minh City and Can Tho City. This blog post covers our takeaways from the event.

SPS

SPS Industry Analyst Symposium in Vietnam, Nov 23-26, 2016

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Highlights of the OpenText Dialogue Conference 2016

David Stabel and Matt Swain
Oct 10, 2016

OpenText recently invited more than 350 customers, prospects, partners, and analysts to its Dialogue 2016 conference in Ponte Vedra Beach, Florida. The team rebranded this former HP Engage event to focus on the digital transformation for meaningful conversations across multiple channels. This was the first major event to take place after OpenText acquired the HP Engage and HP Exstream assets for a total transaction price of $485 million.

Dialogie2016

Last year’s event expanded the focus to the full HP Software portfolio, while this year’s event generally focused more narrowly on the Exstream, TeleForm, and LiquidOffice investments.  As in previous years, the event focused on extensive educational sessions directed toward IT and marketing professionals, with networking opportunities to help cultivate a stronger user community. Here are our key takeaways from the event.

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What does SaaS bring to CCM?

David Stabel
Dec 21, 2015

The growing shift toward subscription-based software sales presents both challenges and opportunities for vendors in the customer communications management (CCM) sector—where on-premises licensing has previously been the norm. This blog post explores the impact of CCM as a Service on these vendors.

cloud-hosting

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Exploring the Future of Payments at Money20/20

Matt Swain
Dec 15, 2015

Loathed Tasks - Cleaning Bathrooms and Paying Bills

What is the most loathed household task for Americans? It turns out that it is cleaning bathrooms. The second most common response, however, was paying bills. In fact, 32% of the 2,000 consumers we surveyed had missed a payment due date in the last year, most often because they simply forgot to pay. Stress plays a significant role in why consumers dislike paying bills.

Why Consumers Dislike Paying Bills

These insights came from research that we conducted earlier this Fall in preparation for Money20/20, Read more »

Trends in Output Management – Perspectives From Comparting 2015

David Stabel
Nov 4, 2015

The eleventh annual Comparting conference was held in Böblingen, Germany, near Stuttgart from October 15-16. The Comparting conference, organized by Compart each year, is a two-day international forum for Multi-channel Document and Output Management. This years’ focus was on how companies are dealing with customer communications that increasingly revolve around multi-channel-capable document processing.

About 375 people attended the event which is a slight increase compared to last year. With participants from 14 countries representing 37 nationalities, this years’ event had a stronger international character than ever before. In addition to keynote speeches and several presentations of customer cases, there were also special tracks focused on business and technology issues.

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Mint Bills Changes Its Business Model for Billers

Matt Swain
Jun 23, 2015

Mint Bills has a new business model for billers who want to offer customers mobile bill pay.

We have been following Mint Bills since it was a fast-growing startup named Pageonce, when it rebranded to Check, and when Intuit acquired the company and later rebranded it to Mint Bills. We recently caught up with Steve Schultz, General Manager of the Biller Network for Mint Bills, to discuss how the company is doing with its new identity and expanded support structure, as well as to discuss its new business model for billers.

First off, tell us how things have been going since the acquisition and rebranding last year?

Check was already growing fast ahead of the acquisition by Intuit and rebranding to Mint Bills. It’s been about a year now and our metrics have doubled in most categories, including payment volume, payments, payers, and accounts. This is only partially from biller growth. We also have Read more »

Google’s “Mobilegeddon” and the Importance of Mobile-Friendly Web Design

Other Posts
Apr 24, 2015

This week, Google made changes to its mobile search algorithm, an event which the public dubbed “Mobilegeddon.” In the new algorithm, Google considers whether a website is “mobile-friendly” in ranking search results. Mobilegeddon is a wake-up call for many businesses that have either neglected mobile design or are not even aware that their websites are poorly designed.

Photo via Inturact

While the new algorithm only affects searches on smartphones, businesses cannot afford to lose out on mobile, which already accounts for 60% of U.S. digital media time.[1] Earlier this year, comScore reported that mobile search accounts for 29% of all U.S. search activity, and 20% of that comes from smartphones. Various estimates put Google around 65-75% search market share, with 80-90% share in mobile search (thanks in large part to the Android OS). In fact, about half of all Google searches are believed to be mobile searches. Despite the apocalyptic hype around Mobilegeddon, this is neither the first nor the last update to Google’s algorithm. It is, however, the most significant update since 2011, when Google Panda began factoring the quality of web pages into search rank.  Read more »

Highlights of Xploration 15, the Customer Communications Conference

David Stabel and Matt Swain
Apr 23, 2015

Last week, customer communications conference Xploration 15 hosted around 350 participants in Orlando, Florida. This annual conference is a major industry event with more than 60 educational sessions for vendors, service providers, and enterprise attendees.

The educational sessions covered a broad range of CCM topics including workflow and automation-related technology, e-presentment and payment technology and innovation, hosted/cloud managed models, as well as strategy considerations for outsourcing versus maintaining in-house operations. InfoTrends hosted two sessions that covered a review of highlights from our annual customer communications research, and insights on the importance of CCM in an increasing connected world.

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USPS Rate Increase Postponed – What Does an Increase Mean for High-Volume Mailers?

Other Posts
Apr 2, 2015

The United States Postal Service (USPS) has announced that it will postpone the April 26th, 2015 implementation date for price increases.

Early last month, the Postal Regulatory Commission (PRC) remanded part of the Postal Service’s rate increase proposal, requiring further USPS review and explanation for Standard Mail, Periodicals, and Package Services. Among the concerns raised were unequal commercial and nonprofit discounts. On March 12th, USPS responded with revised rates and further explanations, hoping to stay on track with the April 26th implementation date. However, on March 18th the proposal was again remanded.

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Lexmark International Set to Acquire Kofax Ltd

Anne Valaitis
Mar 25, 2015

 

 

In what seems to be shaping up as an exciting year in document and information technology, late yesterday it was announced that Lexmark International would seek to acquire Kofax Ltd for approximately $11 a share, or $1 billion. Upon news of the agreement, Kofax shares spiked 36%.  This is most certainly a disruptive move by Lexington, Kentucky-based Lexmark, and it positions them to be a “powerhouse” in intelligent capture and document processing while adding sophisticated platform capabilities for BPM.

Lexmark’s most recent acquisitions:

 

Lexmark’s acquisition spree kicked off in 2010, when the company acquired Kansas-based Perceptive Software (for a reported $280 million) with the goal of transitioning from a hardware-centric vendor to a solutions provider. Perceptive Software was a major provider of ECM software and solutions with specific strength in the higher education, healthcare and government sectors and its Image Now software platform offers a broad range of workflow solutions.

The marriage offered clear synergies for growth at a time when Lexmark’s revenue had slumped following the decline of the inkjet market.  Lexmark’s subsequent exit from the inkjet business reaffirmed the importance of new revenues streams. Lexmark, with its global infrastructure of direct & indirect channel for printing hardware, was an excellent fit for Perceptive with its advanced software solutions and vertical expertise. Both came from positions of strength in the medium sized business sector reaching up to the enterprise.

 

 

 

Irvine California-based Kofax provides a diverse set of software and platform solutions for information intensive customer interactions.  With $297 million in revenues reported in 2014, the company has direct sales operations in 30 countries and 850 channel partners working in 70 countries. Kofax has also made strategic acquisition investments in recent years.  In February 2013, Kofax acquired Altosoft to add business intelligence and analytics, then shortly after in July they acquired Kapow for data analytics. In September 2014, Kofax further strengthened its capabilities by obtaining Softpro GmbH for e-signature and fraud detection.
The combination of solutions from Lexmark (with Perceptive) and Kofax for sophisticated capture, intelligent routing, data mining/analytics and other key business processes creates a very strong and comprehensive portfolio.

“The acquisition of Kofax enhances our best-in-class offerings so our customers can capture, manage, access, and act upon their information more efficiently, and extends Lexmark into the high-growth smart process applications market,” said Paul Rooke, Lexmark chairman and chief executive officer. “Our customers will have a breadth of hardware and software solutions that connect their information silos and automate their business processes – enabling them to access the most relevant information at the moment they need it to drive business forward”.

“We believe joining forces with Lexmark benefits our customers, partners, employees and shareholders and the merger will build on Kofax’s rich history of continuous innovation,” said Reynolds C. Bish, chief executive officer, Kofax. “Our market-leading ability to simplify and transform the First Mile™ of customer engagement is a strong complement to Perceptive Software’s strength in managing information across silos. As a result, we’re excited about the future and working together to realize the full potential of this opportunity to the benefit of all stakeholders.”

 

The Kofax acquisition reflects Lexmark’s ever-growing emphasis on software (including enterprise content management, business process management, document output management, search, intelligent capture software, vertical-oriented solutions); other high value offerings like laser products and MPS; and creating synergies among all three. The Kofax pickup also provides Lexmark with strong end to end vertical industry solutions such as financial services, insurance and healthcare, thus providing a foothold in the entire document lifecycle.     This is a significant move for Lexmark into software, considering a short time ago they were primarily print focused. This industry will continue to change and transform rapidly away from printed pages, and towards flexible, sophisticated solutions designed to solve business problems.

 

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