IT Brief Asia logo
Technology news for Asia's largest enterprises
Partner content
Story image

Interview: Hyland director talks CCM and why it's crucial in 2020

By Nick Forrester
Mon 6 Jul 2020
FYI, this story is more than a year old

In an environment where positive customer relationships are an increasingly important cornerstone of organisations’ business model, it’s becoming imperative for these organisations to streamline both front-end engagement and back-end processes.

Customer communication management (CCM) tools are critical to any business looking to prioritise personalised communication and omnichannel delivery, and can also go a long way to standardise and automate processes for maximum efficiency. 

Hyland’s Content Composer CCM tool does all this and then some – designed to integrate with enterprise applications and office productivity software, it features powerful creation, distribution and management tools which makes managing the customer experience easier than ever.

To better understand the nuances of Hyland’s solution, Techday spoke to Hyland director of Asia Pacific Eugene Chng, who walks through the key features and benefits of the tool and how it can change the face of an organisation’s CCM.

What are some of the key features of this solution?

Content Composer is used to create and manage personalised communications through an omnichannel approach, which basically says that communications can be personalised to a particular user profile.

In general, it’s a tool that really channels quality communications to end customers, in a format that they, as customers, prefer.

This tool allows users to package a set of content that is very tailored to a particular set of individuals, and it does this by integrating with other solutions wherever possible.

For example, if email systems like Outlook is the primary vehicle for communication for an organisation, this tool can integrate seamlessly with their Outlook system.

The same goes for existing customer relationship management (CRM) tools. Many organisations will already have their own CRM system that has all of their customers’ data, their profile, their likes and dislikes.

Users can pull information from their CRM system and then use Content Composer to generate templates and content that is relevant to specific customers or sets of customers, and organise these templates for maximum efficiency.

It also provides a single repository of information that is standardised, including standard terms and conditions, contractual terms and others, that can be used as templates.

One of the best things about Content Composer is it uses standard tools to create these templates. If you’re familiar with Microsoft Word, for example, you can create all of your templates in Word.

Many organisations will already have a CRM tool. How does Content Composer add value for these organisations?

There are a number of areas where Content Composer can add value to an organisation’s content strategy, such as:

Standardisation of content: Standardising content provides the user with a much quicker and easier process for content creation.

The user only needs to source the required content from standardised template documents and content bites, and pull these into the piece they are creating, this is a much quicker process than creating from scratch or from outdated long-form templates where not all content is relevant.

Centralisation of content: having access to the content from one place also improves the user experience.  

Where once users would have had to source required content from many different sources, taking time to find the right templates to use from different systems across different departments in the organisation, who used their own tools, and formats, with Content Composer, the user can now see all the content available from one screen and easily source what is needed and incorporate only what is required into the document they are creating.

With this tool, you can centralise and standardise the information required; such as logos, fonts, formats, legal disclaimers and clauses for contracts, and much more,  hence guaranteeing synchronicity and consistency of content across the organisation. 

Users then become a lot more consistent in how they communicate both internally and externally, in both look and feel, and, the information shared is consistent and standardised, which helps to prevent errors and inconsistencies.

Another key factor for organisations looking to add value to their content strategy is to consider timeliness. As an example, If you consider a government department trying to disseminate a million or so messages to residents in a certain locale at one time - if the department is using old legacy systems this process could take days.  

Whereas using Content Composer’s automated mail merging functionality this process may take just 10 to 15 minutes, just a fraction of the time!

How does Content Composer differ from other CCM tools?

The integration capabilities.

You don’t have to try to figure out where you’re going to pull your content from, because the other systems users may need are already integrated into Content Composer.

It’s also the workflow and governance that users have around the content, which means that users gain total visibility into whether the content that is being pulled is correct.

I think the integration between our content composer, and the repository itself is actually a very big differentiator between ourselves and other content composer products in the market.

Learn more about Hyland's Content Composer here.

Related stories
Top stories
Story image
Red Sift
Entrust expands strategic partnership with Red Sift
Entrust has expanded its strategic partnership with Red Sift to make it easier for businesses to adopt Brand Indicators for Message Identification (BIMI) standards for email identification and security.
Story image
Hybrid Cloud
Barracuda expands cloud-native SASE platform
"The expansion of Barracuda's cloud-native SASE platform for hybrid deployment models and IIoT environments solves a number of challenges."
Story image
Digital Transformation
Digital transformation increasing business complexities
A new survey suggests businesses must re-examine their digital transformation approach to better help employees adapt to change.
Story image
Data Protection
Information management capabilities to meet privacy requirements
Organisations with customers or operations across more than one country face a spate of new and proposed privacy and data protection laws.
Story image
Equinix announces milestones on sustainability commitments
Equinix has released its 2021 Sustainability Report which outlines progress, innovation and accomplishments on key ESG commitments.
Story image
Cyber attacks
Devastating cyber attacks expected to hit energy sector
Energy executives anticipate life, property, and environment-compromising cyber attacks on the sector within the next two years.
Story image
Skills shortages hold orgs back from capitalising on cloud 2.0
Organisations are becoming more comfortable with sophisticated 'cloud 2.0' technologies, even as they confront difficulties in hiring and retaining IT talent.
Story image
Vectra AI
Vectra’s inaugural Partner of the Year Awards revealed
APAC companies Baidam, Firmus, ShellSoft and Macnica have been recognised in Vectra AI's inaugural Partner of the Year Awards.
Story image
Managed service provider
Barracuda MSP Day 2022 highlights MSP opportunities
Barracuda Networks has released a report showing global services-related MSP revenue is set to increase by more than a third in 2022 compared to 2021.
Story image
Alarming surge in Conti Ransomware Group activity - report
A new report has identified a 7.6 per cent increase in the number of vulnerabilities tied to ransomware in Q1 2022.
Story image
Trojan cyber attacks hitting SMBs harder than ever - Kaspersky
In 2022 the number of Trojan-PSW detections increased by almost a quarter compared to the same period in 2021 to reach 4,003,323.
Story image
Aligned Data Centers increases sustainability-linked loan
Aligned Data Centers has increased its sustainability-linked loan from $375 million to $1.75 billion to speed up the next phase of its strategic growth.
Story image
Women in Technology
Huawei webinar emphasises the importance of women in tech
Industry findings by Coursera discussed as part of a webinar jointly organised by Huawei and Reuters Events found 6% more women enrolled in tech courses this year than in 2021.
Story image
i-PRO releases smallest AI-based surveillance camera on the market
The new i-PRO mini network camera is now available, with a pocket-sized form factor and full AI analytics functionality.
Knowing the mechanics of retail fraud can greatly improve your chances of preventing an online attack. Read the new infographic by Sift to discover how your business can be prepared.
Link image
Story image
Alteryx releases updates, empowers data insights for enterprise
Alteryx has released new advancements designed to aid enterprises with cloud analytics, democratise insights and ensure data governance.
Story image
Data Center
Preventing downtime costs and damage with Distributed Infrastructure Management
Distributed Infrastructure Management (DIM) can often be a lifeline for many enterprises that work with highly critical ICT infrastructure and power sources.
Connected e-commerce apps are the future of retail and higher revenue growth. Read the new ebook by Sift to find out how to maximise your business potential.
Link image
Story image
Let’s clear the cloud visibility haze with app awareness
Increasingly, organisations are heading for the cloud, initiating new born-in-the-cloud architectures and migrating existing applications via ‘lift and shift’ or refactoring.
Story image
Sift shares crucial advice for preventing serious ATO breaches
Are you or your business struggling with Account Takeover Fraud (ATO)? One of the latest ebooks from Sift can provide readers with the tools and expertise to help launch them into the new era of account security.
Story image
SoftIron named global leader for efficient DC infrastructure solutions
SoftIron has been named a global leader for supplying energy-efficient data infrastructure solutions for core-to-edge data centers after an assessment by Earth Capital Ltd.
Story image
Fastly acquires Glitch, enables faster developer innovation
"This acquisition brings together two of the worlds best ecosystems for application development into a single, seamless developer experience."
Story image
Artificial Intelligence
Frost & Sullivan recognises Genesys as leader in new reports
Frost & Sullivan has recognised Genesys as a leader in the cloud contact centre market for its robust cloud and digital capabilities.
Story image
Manhattan Associates
Shortening the click-to-customer cycle through smart technologies
Speed of delivery without accuracy is a dealbreaker for consumers. How can retailers operating in an omnichannel environment overcome the challenge of click-to-customer cycle times.
Find out how you and your business can prevent being caught out by everything from ransomware to cryptojacking.
Link image
Story image
New Relic
New Relic launches vulnerability management platform
New Relic has introduced New Relic Vulnerability Management to help organisations find and address security risks faster and with greater precision.
Find out how a behavioural analytics-driven approach can transform security operations with the new Exabeam commissioned Forrester study.
Link image
Having secure retail solutions can be a make or break factor for a customers satisfaction. Sift has the expert tools and expertise to keep retail practices safe and customers happy.
Link image
Story image
ChildFund launches new campaign to protect children online
ChildFund says WEB Safe & Wise aims to protect children from sexual exploitation and abuse online while also empowering them to become digitally savvy. 
Story image
NetApp launches Spot PC, a new Desktop-as-a-Service solution
This is a new managed cloud DaaS solution with security, automation, observability and optimisation capabilities, designed for the needs of today.
Story image
Customer experience
Gartner recognises Okta for abilities in Access Management
Okta has announced it has been recognised as a Customers' Choice for the fourth time in a row in the Gartner Peer Insights "Voice of the Customer" report.
Story image
Artificial Intelligence
Gartner reveals top three tech trends for banks this year
Gartner says generative artificial intelligence, autonomic systems and privacy-enhancing computation are gaining traction in banking and investment services.
Story image
Remote Working
Successful digital transformation in the hybrid work era is about embracing shifting goalposts
As organisations embraced remote working, many discovered they lacked the infrastructure needed to support history’s first global load test of remote work capabilities.
Story image
Multi Cloud
Red Hat updates dev tools, empowers use of hybrid and multicloud
Red Hat has unveiled updates across its portfolio of developer tools, designed to help organisations build and deliver applications faster.
Story image
Cybersecurity prompts upgrade for 1.3 billion electricity meters
ABI Research finds Advanced Metering Infrastructure (AMI) and cybersecurity concerns are prompting the upgrade of 1.3 billion electricity meters by 2027.
Story image
Ponemon Institute
Email revealed to be riskiest channel for data loss
More than half (60%) of organisations experienced data loss or exfiltration caused by an employee mistake on email in the last 12 months.
Story image
Digital Signage
MAXHUB's Digital Signage range to bolster boardroom productivity
The new MAXHUB Digital Signage technology is purpose-built to make every kind of team meeting more effective.
Story image
Australian space tech startup secures SpaceX support
Space Machines Company has secured the support of SpaceX as a launch partner in carrying SMC's Optimus Orbital Transfer Vehicle to space next year.
Story image
APAC organisations fail to disclose ransomware breaches
85% of organisations in APAC were breached by ransomware at least once in the past five years, but only 28% publicly disclosed the incident.
Story image
Dematic robotic solutions win big at Singapore technology awards
Dematic has won the Robotics-Logistics award at the recently concluded Singapore Business Review Technology Excellence Awards.
Story image
Data Protection
Barracuda launches new capabilities for API Protection
"Every business needs this type of critical protection against API vulnerabilities and automated bot attacks," Barracuda says.
Story image
Ransomware hits 65% of organisations in Singapore
Next-generation cybersecurity firm Sophos has released its annual survey and review of real-world ransomware experiences in the State of Ransomware 2022.
Navigating digital fraud and dispute can be tough. The Q4 2021 Digital Trust & Safety Index by Sift can give helpful insights to your business on keeping safe and prepared online.
Link image
Story image
Silver Peak
The path to an adaptive, modern network
Managing and securing the network looks different than it did just two years ago—especially given that most of these networks are made up of multi-generations of infrastructure stitched together over time.