IT Brief Australia logo
Technology news for Australia'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
Bridgestone Australia uses Dematic's AGVs to optimise warehouse operations
Bridgestone Australia has deployed Dematic's Automated Guided Vehicle solution across its new Melbourne warehouse in Truganina.
Story image
Marketplacer and Adobe accelerate partnership for enhanced commerce solutions
Marketplacer has accelerated its partnership with Adobe in order to further enhance the global commerce marketplace.
Story image
Rubber Monkey gears up for Aussie market with latest capital raise
Rubber Monkey is seeking to raise up to NZ$2.5 million of new capital through online investment platform, Snowball Effect.
Story image
ABI Research
NaaS market expected to reach $150B by 2030 - research
"The market is immature and fragmented, but telco market revenue will exceed US$75 billion by 2030 if they act now and transform to align with requirements."
Story image
Artificial Intelligence
Siemens expands NVIDIA partnership for industrial metaverse
Siemens is expanding its partnership with NVIDIA to enable the industrial metaverse and increase the use of AI-driven digital twin technology.
Story image
Colt launches new SASE Gateway solution with Versa
Colt Technology Services’ customers now have access to an integrated full SASE solution that brings together SD WAN and SSE features.
Story image
Artificial Intelligence
Decision Inc. partners with to expand offering
Decision Inc. Australia has partnered with to expand its offering to clients in the retail, FMCG, manufacturing, supply chain and logistics sectors.
Story image
Security Information and Event Management (SIEM)
LogRhythm updates SIEM Platform with latest innovations
LogRhythm has announced the launch of version 7.9 of the LogRhythm SIEM Platform and updates to LogRhythm NDR and LogRhythm UEBA.
Digital Transformation
Discover the 5 signs your business is ready for a cloud-based ERP. Is your business being left behind as more of your competitors switch to the cloud?
Link image
Story image
Four factors to consider when choosing the right job accounting solution
Progressive job-based businesses can achieve success by strengthening their ability to quantify every cost attributable to the delivery of an outcome for a customer.
Story image
Enterprise Resource Planning / ERP
Five ways your ERP is letting you down and why it's time for a change
Wiise explains while moving to a new system may seem daunting, the truth is that legacy systems could be holding your business back.
Story image
Artificial Intelligence
Eight top DevSecOps trends to support IT innovation in 2022
The use of DevSecOps practices is growing, as it is increasingly seen as the best way to produce high-quality and secure code. So what are the current trends?
Story image
Tech job moves
Tech job moves - Bitdefender, Cohesity, Fortinet & MODIFI
We round up all job appointments from June 27-30, 2022, in one place to keep you updated with the latest from across the tech industries.
Story image
Artificial Intelligence
Dynatrace extends automatic release validation capabilities
Dynatrace has extended its platform release validation capabilities to improve user experience at every stage of the software development lifecycle.
Story image
Four things wholesale distributors need to consider for FY2023
In a post-pandemic world, there are many things for a distribution business to juggle. ERP solutions company Wiise narrows down what companies should focus on.
Story image
Digital Fingerprint
Decline in counterfeit cherries after digital fingerprinting
Reid Fruits says there’s been a dramatic decline in counterfeit products for its cherries over the past three export seasons to Asia because of digital fingerprinting.
WSLHD and PwC’s Consulting Business came together to solve through the challenges of COVID-19. A model of care was developed to the NSW Health Agency for Clinical Innovation guidelines with new technology platforms and an entirely new workforce.
Link image
Story image
Palo Alto Networks' cloud security platform receives IRAP assessment
"We provide help protect all forms of compute, cloud native services and access to data within public and private sectors."
Story image
The next stage for 5G in thermal materials - IDTechEx
IDTechEx says higher frequency deployments, such as mmWave devices and very different station types such as small cells, present their own technological evolution and, with it, thermal challenges. 
Story image
Tech and data’s role in the changing face of compliance
Accenture's study found that 93% of respondents agree or strongly agree new technologies such as AI and cloud make compliance easier.
Story image
Without trust, your security team is dead in the water
The rise of cyberattacks has increased the need for sound security that works across any type of business, but with any change, buy-in is essential. Airwallex explains why.
Story image
Your tools, your choice: why allow employees to choose their own devices?
Jamf Australia says giving your team the freedom to work with their digital device of choice could help to attract and retain top talent in a tight labour market.
Story image
ASI Solutions
Western Australia CUA panel picks ASI as preferred supplier
Western Australia's Common User Arrangement (CUA) panel has chosen ASI Solutions as a preferred supplier for device hardware.
Story image
EXCLUSIVE: Finding the best data center for your business needs with datacenterHawk
Companies using cloud are consistently looking for the best storage solutions to suit their enterprise needs and often have to go through rather complex processes in order to find the right fit.
Story image
Data Protection
Five signs your business is ready to move to the cloud
Many organisations are thinking about moving to the cloud. But what are the signs you are ready, and what are the reasons to move?
Story image
Remote Working
RDP attacks on the rise, Kaspersky experts offer advice
"Given that remote work is here to stay, we urge companies to seriously look into securing their remote and hybrid workforce to protect their data."
Story image
Video: 10 Minute IT Jams - An update from Paessler
Sebastian Krüger joins us today to discuss how unified infrastructure monitoring enables MSPs to seamlessly deliver services to their clients.
PwC's Consulting Business and PwC's Indigenous Consulting are proud to play an important role in helping Australian Indigenous Mentoring Experience build IMAGI-NATION, a free online university for marginalised communities around the world.
Link image
Story image
Monitors are an excellent incentive for getting employees back
The pandemic has taught us that hybrid working is a lot easier than we would’ve thought, so how can the office be made to feel as comfortable as home? The answer could be staring you in the face right now.
Story image
Ericsson and Ciena, Telstra enhance service capacity for Telstra's optical network
Ericsson, Telstra, and Ciena have announced new enhancements to Telstra's Next Generation Optical Network, which will increase the service capacity of Telstra's optical network to 400 GE (Gigabit per Second Ethernet).
Story image
How the metaverse will change the future of the supply chain
The metaverse is set to significantly change the way we live and work, so what problems can it solve in supply chain management?
Story image
To win at 5G, telcos must tame their quoting chaos
The catalogs of CSP (communication service providers) market offerings are set to explode as new digital services emerge, powered by B2B2X business models.
Story image
How Airwallex helps businesses achieve globalisation success
As markets continue to shift, businesses need to be able to provide the same quality of service for customers regardless of where they are located around the world.
Discover the 5 ways your ERP may be letting you down. Is your current system outdated, difficult to manage, and costing you a fortune?
Link image
Story image
Progress launches latest version of network visibility solution
In Flowmon 12 network solution, Progress has expanded its support for public cloud provider flow log monitoring and launched new features.
Story image
Australian consumers loyal to retailers who deliver speed and visibility
SOTI finds extensive order visibility and speed are the most important factors for turning one-off customers into loyal, long-term buyers.
Story image
Artificial Intelligence
Accenture shares the benefits of supply chain visibility
It's clear that gaining better visibility into the supply chain will help organisations avoid excess costs, inefficiencies, and complexity to ultimately improve their bottom line.
Story image
NEC expands Open RAN ecosystem with Aspire Tech acquisition
With its agreement to acquire Aspire Technology, NEC Corporation has further increased its capacity to deliver End-to-End Open RAN ecosystems.
Story image
Enterprise service management: the importance of a one-stop shop
In an online world, employees and end-users want one place to go for all their questions and requests. Intranet technology and self-service portals are useful tools that help serve this purpose.
Story image
How New South Wales state departments achieved cloud migration success
State departments in New South Wales are heading to the cloud to achieve better workflow solutions, and one company is paving the way for their success.
Supply chain
Discover the 4 critical priorities for wholesale distribution businesses in FY23. Are you worried about how supply chain issues may affect your business in 2023?
Link image
Story image
Industry-first comprehensive risk-based API security enhances protection
Application Programming Interfaces (APIs) have become a crucial part of operating web and mobile application businesses and are causing significant economic growth in the digital sector.
Project management
Discover the 4 crucial factors for choosing the right job-costing solution. Is your team struggling to cost jobs and keep projects running on budget?
Link image
Story image
Adobe study finds lack of digital trust and utilisation in Australian Government agencies
New research commissioned by Adobe has revealed a significant lack of digital trust within Australian Government departments, along with the continued underutilisation of key digital processes.