Category: Customer Communications

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.

 

The Customer Journey as the New Paradigm for Customer Communications Management

David Stabel
Mar 19, 2015

The paradigm for Customer Communications Management (CCM) has changed throughout the years, shifting from transactional mainframe printing to the enablement of personalized and targeted communications, from cost-based to profit-enabling with TransPromo, and from customer service to managing the customer experience. The discussions around customer communications today are about optimizing customer engagement or optimizing ALL customer engagements (touchpoints) that a customer experiences when interacting with a brand (i.e., a customer’s journey). In this blog, I briefly discuss what makes up a customer’s journey and how CCM can be a part of it.

The Customer Communications Journey

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Highlights of the EBDA Seminar 2015

David Stabel
Mar 18, 2015

On February 26, the European Business Document Associated (EBDA) organized a seminar to discuss the future of print and customer communications. This event took place as a parallel event to the Hunkeler Innovationdays 2015 in Lucerne, Switzerland. Such parallel events are a perfect opportunity for people to participate in as they easily can combine it with a visit to the Hunkeler Innovationdays. InfoTrends was invited as being one of the main speakers at this seminar together with three other industry experts. This blog highlights the key takeaways of the main discussions at the EBDA seminar.

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