Inventive Designers: Unified Solutions for Multi-pronged Customer Interaction
David Geleyn, CTO
While there are a plethora of options available in the market today to upgrade the status quo of an enterprise’s external communication, many come short of offering appealing propositions, be it for retention, up-selling, or addressing customer service requests. Despite having a high volume of sales to propel business growth, an organization’s lack of customer engagement strategies can turn tables in an instant. Born out of a passion and zeal to create innovative solutions for making work easier and faster for the customer experience-driven workforce of today is Inventive Designers. The company enables businesses to design and deliver service and marketing communication from a single platform. The focus of Inventive Designers is to help companies unify and streamline the processes pertaining to customer engagement. “With managed services and cloud solutions, we unburden organizations from the non-value-adding tasks of managing a customer communication platform,” says David Geleyn, Inventive Designers’ CTO.
In their effort to enhance customer experience, companies demand an all-in-one solution that combines cost savings, data protection, time efficiency, and individualized content. However, in many organizations, it’s the IT department that is responsible for managing customer communication channels and infrastructure.
They get tasked for making even minor modifications to the system that may not require technical knowledge. This is a primary roadblock toward effective customer engagement that the teams at Inventive Designers have targeted to resolve: shifting the ownership of communication to the people who have a direct correspondence with the customers. The company brings to the table, Scriptura Engage, a customer communication management platform that allows non-technical business users to implement changes at all levels of customer engagement channels without the need for any external intervention from the IT teams. Not only does it reduce the time-to-market, but it also ensures that the IT personnel focus on their core responsibilities in the organization. Be it for service or marketing initiatives, the brand and content consistency in both online and offline customer engagement channels can be enhanced. With the ability to add promotional messages, companies can amplify the commercial significance of post-purchase communications.
To enable easy onboarding, Inventive Designers examines their clients’ current data and system structure before formulating apt solutions for them. The development of new products is a “co-creation” process which is ultimately available to all their customers and in case of additional functionality requirements, the company is able to produce results within three months.
When Suncorp, one of the largest financial services in Australia and New Zealand, underwent a number of strategic acquisitions, the presence of multiple applications was hindering the parent entity from achieving a uniform approach in reaching out to their customers. Due to the continuously changing market regulations, even the most minor changes on the 66 applications they had onboard, had to be performed by the IT department. With the incorporation of Inventive Designer’s solution, Suncorp developed a shared service center which could deliver the output to various channels. The system was even capable of recovering missing data. With the Scriptura Engage platform, authorized employees—as opposed to IT personnel— were able to alter the templates from their end thereby increasing efficiency. Overall, Suncorp’s productivity escalated with improved cost savings.
Further broadening their service portfolio, Inventive Designers has launched a communication hub named Xribe, which is able to offer individualized and interactive content to enhance consumer satisfaction. Additionally, to help businesses leverage their data and engage customers through real-time messaging, the company is working on a Customer Engagement Hub. “Our focus is to eradicate challenges in consolidating data from different data sources and generating actionable responses and relevant information, by associating with various partners,” concludes Geleyn.