Omni-channel communication – a new generation customer experience

The world of digital communication has forced businesses to rethink their approach to customer interaction and service. Today, communication drives the customer experience and this is the core around which Communication Genetics operates.

Communication Genetics is a South African-based leading provider of customer communication solutions.

The company was founded in 2008 and has developed its service and solutions portfolios to meet the complete customer communication needs of digitally focused markets.

Its solutions are presented to the market in the form of Document Composition, Document and output management, intelligent Business Process Management (iBPM) Document Tools and Protecting Data in Motion.

“Our solutions are targeted at clients within the financial, insurance, telecommunications, automotive and government sectors. By installing infrastructure at state-of-the-art hosted facilities or on-premise, we also make our high-end solutions accessible and affordable. In addition, our solutions reduce the cost of ownership,” explains Fred Steinberg, Managing Director of Communication Genetics.

Steinberg is adamant that the company’s technical dexterity is reinforced by the offer of solutions on a Software-as-a-Service (SaaS) basis, which speaks to the market demand for ROI and cost efficiency.

It is not only the actual solutions that the company feels confident about, it is also about where the technology is sourced that gives impetus to its value proposition.

“We provide access to solutions from internationally recognised solution vendors, and is the result of a number of industry-leading partnerships,” Steinberg explains.

True omni-channel communication

Communication Genetics believes that to sustain business and effectively compete in today’s market, it is critical to adapt to the fact that methods of communication have changed.

“To remain relevant in an increasingly e-world that is always on, you must change how you interact with your clients… today, it is vital to establish and maintain an ongoing conversation with your customer,” Steinberg adds.

The company is quick to champion the idea that there is value in a single voice between the service provider and the customer, that it is more than necessary to deliver a consistent message, across all channels.

The main principle underlying all levels of the company’s operation is the irrevocable truth that effective customer communication means that delivering communication to your client in a consistent personalised manner including Banking ATM, web portal, mobile, email, paper, etc.

Financial muscle

Communication Genetics has been strategic in its approach to industry partnerships. The communications specialist recently secured a contract with FIS, a Florida-based provider of banking and payments software, to supply customer communication software CSF to South African businesses (primarily to finance, insurance and retail sectors).

FIS is a Florida-based global provider dedicated to banking and payments technologies, specifically focused on payment processing and banking solutions.

CSF Designer, sourced through FIS, is a suite of software that allows the user to create and deliver all customer communications, including bills, statements, notices, letters, policies, messaging, direct mail campaigns, booklets, and brochures.

Business Process Power

For example, the company’s alliance with Appian ensures that clients are exposed to the very best in Business Process Management.

Appian iBPM provides an enterprise application platform that affords the user access to business data, processes, documents and collaboration through devices and social interfaces.

This technology has earned Appian iBPM recognition as the leader in the Gartner Magic Quadrant for Intelligent Business Process Management Suites 2015.

Proven Data Security

It is Communication Genetics’ stance on the safety and integrity of digital communication that has won it further acclaim in the market.

And, in line with its strategy, it has added Totemo Data Protection solution suite to its fold.

“We have successfully brought to market business-to-business and business-to-consumer platform independent solutions designed to protect information on the move. This technology empowers businesses to effectively manage and deal with the realtime implications of compliance with legislation like the Protection of Personal Information Act and covers both Secure Email and Secure Managed File Transfers” says Steinberg.

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