Twenty years ago, businesses handled two-way customer communications either on the phone or through the mail. Marketers had one-way options including direct mail, print, radio and television ads, billboards, bus benches and point-of-purchase displays. That was about it.
Today, customers may not hesitate to use a combination of digital channels—including email, texts, online chat, in-app tools and social media—to engage businesses. Multiply that by the number of devices they use (e.g. smartphones, laptop, desktop and tablet computers) and platforms (e.g. web, mobile web, mobile apps and a dizzying array of social media tools such as Twitter, Facebook, YouTube and LinkedIn). Furthermore, not only do customers want access to information in the time, place and manner that best suits them, they expect the experience to be personalised. Speaking to customers in a single voice has become a major challenge.
Dutch software developer Prisma IT BV helps businesses, government agencies and not-for-profit groups tackle the challenge with its ePublisher Suite. It’s a create once, publish everywhere (COPE) set of solutions that also lets users personalise messaging and measure its impact.
ePublisher MCP (multi-channel publisher) users can centrally manage content and deliver it online via websites, mobile apps and social media or off-line via printed newsletters and direct mail. ePublisher BI combines data from multiple sources and presents it with real-time dashboards to inform business decisions. ePublisher Digital Experience Platform (DXP) helps Prisma IT clients leverage customer information by linking it with their digital marketing tools.
“The explosion of content quantity and variety, coupled with consumer demands for service via their preferred channels, was fragmenting our clients’ ability to communicate effectively,” says Job van Oossanen, Business Consultant at Prisma IT BV. “Once we saw the need to simplify content distribution, we began to build the ePublisher Suite.”