The complexity of modern software development demands a new paradigm. Traditional DevOps methods have served their purpose, but today, organizations need to level up the way they deliver software to stay ahead of the game. The never-ending friction between software security and speed of software delivery to meet the high demands of the business continue to grow. Next-gen AI-powered DevSecOps represents the next evolution—providing a balanced and strategic approach.

1. Poor insights and manual human tasks stifle innovation and increase costs.

Are you staying ahead of the curve by leveraging AI and automation to speed up development processes?

Developers are challenged to quickly innovate and meet the demands for higher software quality for the business. Accelerating the software development lifecycle (SDLC) can compromise security and increase errors that lead to delays and added resources and costs. Automated security testing enables frequent, reliable releases and provides key insights to reduce errors, helping teams keep up with demand, and organizations to maintain a competitive advantage by delivering software innovations quickly and securely.

The growing need for software quality collides with a shortage of skilled security test engineers and developers. Organizations are seeking AI-powered tools that automate testing and provide key insights enabling more efficiency and team collaboration, allowing developers and testers to work together more effectively, leading to more satisfied team members that produce better results.

Quality failures, whether functional, performance, or security based, create compelling events that can have ripple effects across pipeline processes. The shortage of skilled engineers and the reliance on manual testing that can be prone to human errors, highlights the need for AI-powered automation tools that automate testing and enhance quality management.

Accelerate speed-to-value for the latest innovations and enhance quality for the business with predictive AI-powered insights to make smarter decisions, and automated security testing to speed up workflows. This can significantly help eliminate disconnected processes across the SDLC, enabling teams to better collaborate and deliver faster, despite shifting priorities and resource constraints.

New DevOps best practices are needed to help keep pace, saving time without sacrificing security, business, and technology coverage to detect and eliminate costly waste across your SDLC.

2. Threats are on the rise with AI-powered cyber criminals planning their next move on your software.

What’s your current security posture and how are you planning your next move?

An AI-generated cyber attack on an application is used to create sophisticated and adaptable malicious actions, often involving automated methods like generating personalized malware, or exploiting vulnerabilities in an app by analyzing user behavior and adapting attack strategies in real-time, making it significantly harder to detect and defend against compared to traditional cyber attacks. 

Now more than ever, mission-critical security is the top priority, and with cyber threats continuously on the rise it has made a comprehensive DevSecOps approach essential. Organizations need to arm themselves with the right tools that embed security seamlessly into their pipelines to detect and resolve vulnerabilities early and are deep-rooted across processes and teams, ensuring fast, secure application delivery.

Compliance and threat protection are never ending. Missed vulnerabilities can lead to data breaches and costly fixes, and broken customer trust. Leveraging automated security testing, compliance checks, and continuous monitoring for early detection and remediation of vulnerabilities is a necessity to protect precious data in pre- and post-application production environments.

Enterprise-grade systems and processes are required for fast, frictionless security without sacrificing quality, and continuous security tools integrated across the SDLC, giving your developers and IT staff the confidence to build and deploy securely at every step.

Embedding AI-powered security and automated compliance checks helps fight fire with fire against data threats seamlessly across every development step—without creating bottlenecks or tradeoffs, transforming teams from vulnerability hunters into secure software creators.

3. Disconnected teams, tools, and processes kill software development velocity, performance, and time to value.

Are you managing all aspects of integration and simplifying for maximum results across teams?

Developers and administrators must find and fix security flaws at every stage of the software lifecycle. Siloed systems inhibit communication and slow collaborative work. Organizations must find a better way to connect with integrated developer environments, empowering developers to better collaborate and create secure software with ease. It also ensures that, once released, any issues can be caught and fixed quickly in post-production software environments.

DevOps tooling has matured, yet it remains fragmented across various tools and processes. Organizations are seeking unified DevSecOps platforms that integrate seamlessly, reduce complexity, and enhance quality across the SDLC. When business systems can’t keep pace, they need solutions that accelerate delivery and provide immediate value across their workflows and supporting teams.

Enhance your toolchain with seamless integrations to connect and optimize your preferred development tools while eliminating friction between systems. Then keep the tools your teams love to use every day while gaining enterprise-grade orchestration and visibility.

Ensure total software quality without sacrificing velocity using integration of intelligent AI testing and insights to expand resource coverage. Automated security checks reduce manual work, and help maintain peak software performance into production with fewer issue incidents.

Lastly, tight integration of IT Operations into the DevSecOps framework represents a significant progression in software development and deployment for modern DevSecOps best practices. This synergy between development, security, and operations teams and processes is crucial for ensuring seamless performance feedback and a secure and efficient software lifecycle end-to-end. Ensuring that mission-critical apps are deployed, maintained, and monitored to protect against vulnerabilities, and are optimized for max performance.

Why OpenText for next-gen DevSecOps?

End-to-end DevOps excellence - Enabling teams to deliver faster with intelligent testing and automation to ensure total quality without sacrificing velocity. Security is integrated seamlessly by default into every development step without creating bottlenecks, transforming teams from vulnerability hunters into secure software creators.

Embedded security everywhere - Minimize vulnerabilities quickly to enable rapid, secure deployments with security in place at every stage, optimizing processes and reducing time-to-market challenges for seamless operations. Boost your threat response capabilities with real-time security insights, enabling faster detection and response to minimize operational disruptions.

AI insights & automation - Revolutionize software development by leveraging cutting-edge AI to transform development processes, enhancing overall security, efficiency, and innovation. Automate and predict, using AI to automate routine tasks and predict potential issues, allowing teams to focus on less manual tasks and more strategic growth initiatives.

Secure app deploy & monitor - Automated infrastructure to achieve consistent and repeatable deployment processes, significantly reducing the risk of human error while simultaneously enhancing security. Continuous application observability and automated maintenance and patching provides critical coverage and reliability in today's rapidly evolving threat landscape.

One trusted DevSecOps platform - OpenText delivers faster, safer, smarter DevSecOps with an intelligent end-to-end development, security, and operations driven solution like no other. Spanning across the entire software development lifecycle and management landscapes to simplify environments, resources, and IT spend, delighting users and delivering superior results.

OpenText is here to meet you where you are in your DevSecOps journey, whether you’re looking to solve an immediate challenge or embark on a comprehensive transformation…

Visit our DevSecOps solutions page for more on how Opentext is delivering next-gen DevSecOps, and check out our DevSecOps webinar series for the latest hot topics.

The post Pitfalls of not implementing modern DevSecOps for secure software development and delivery  appeared first on OpenText Blogs.

Today now more than ever, organizations are struggling with how to get the most out of their systems and how to better enable their teams to produce the best results possible, while helping to reduce resources and costs. OpenText™ and Salesforce^® are helping organizations to keep up with the demands of the business and the high pace of customer expectations with productivity apps to meet their needs.

Building a solid information foundation is the cornerstone to successfully speeding up workflows and simplifying tasks across the business to gain a competitive information advantage. Modern information management is required to help you find documents easily, collaborate across the business, and automate always-on data integration, controlling information sprawl, and reducing costly errors caused by poor information governance or missing documents. These are the fundamental building blocks that provide smarter document solutions for high performing Sales & Service teams. 

1. Go from document chaos to streamlined information

To avoid costly errors, Sales colleagues need to work with the latest version of contracts, product information, customer order history, and much more. To sell more successfully, they should reuse materials that have resonated with other customers. Ensuring they have what they need and is always at their fingertips can be difficult. They need a document solution that surfaces all documents within Salesforce on demand in a series of intelligent business workspaces attached to salesforce objects. OpenText can help with this. By failing to create that single source of truth within Salesforce with document sources that live in silos across the business, you run the risk of longer sales cycles, poor customer service, missed upsell opportunities, and countless hours of wasted time.

2. Make content and data accessible and relevant  

Provide contextual engagement, enterprise-wide information connectivity, and document creation related to specific cases or opportunities. Sales and Services representatives can access the relevant information they need dynamically within the systems they already use. This helps them be more efficient and on target when it comes to client development, support, and effective communications. By centralizing your content in Salesforce using OpenText, you’re taking the first step in optimizing operational processes and ensuring sales reps have access to all essential customer information with all documents and data together in one view. You gain more insights to satisfy needs faster and delight more customers with better experiences.

3. Get Salesforce integrated with all the right tools 

Everyone knows individuals and teams are living in their own ecosystems, including SAP®, Microsoft, ServiceNow®, and of course, Salesforce. So, if you want to break down information silos, and have better team collaboration, you need to start by connecting your Salesforce environments and other systems with a content management platform like OpenText. Providing an information backbone and powerful enterprise-grade document management tools, enables users to automate manual admin tasks and accelerate document related processes. Have users stay within the systems they are comfortable with to access, create, and collaborate on mission-critical documents that they depend on every day. Optimize Salesforce customer workflows, by also securely sharing, sending documents for digital signatures, and creating personalized communications at every step of the customer journey. As a result, your team will close more business.

As a trusted Salesforce partner since 2016, OpenText now has 7 information management applications on the Salesforce AppExchange that are used by top organizations globally. See how OpenText and Salesforce are teaming up to help our customers be more productive! – check out the top-rated productivity apps here.

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As the digital landscape for sales teams has shifted over recent years, so too have consumer expectations. Customers are used to the convenience and speed of information and digital transactions in their day-to-day lives. Now emerging artificial intelligence (AI) technologies make it even faster and easier to self-serve in business interactions. Customers want quick responses, seamless experiences, personalization, and intuitive, user-friendly interfaces. Sales teams struggle to keep up with these demands and face significant hurdles to meet customer expectations. In turn, impacting sales efficiency, the quality of customer interactions, and the ability to capitalize on sales opportunities.

See how Salesforce and OpenText together use 4 best practices to help your teams win against these common challenges:

• Customer data scattered in documents across the organization
• Complex data security and compliance regulations
• Difficulty collaborating using disconnected systems
• Manual tasks and reliance on outdated processes
• Obstacles in delivering a cohesive experience at every touchpoint

Read this free Salesforce ebook today. It provides a clear path on how organizations are successfully using a smarter approach for document management to build stronger sales teams, become more competitive, and delight more customers with better experiences. This ebook also includes a customer use case of one of the largest hydroelectricity producers in the world, and how they needed a more efficient way to manage sensitive customer information within its Salesforce environment. With OpenText™ Extended ECM, this organization now manages these mission-critical documents with cross-functional teams, enabling them with all the information they need in a centralize location. Now better serving their customers in a secure and connected way.

Explore all our Information Solutions for Salesforce here on the AppExchange.

The post Optimize the sales experience with a complete customer view appeared first on OpenText Blogs.

This holiday season Santa needs help checking his lists! Santa receives millions of wish list letters from children around the world, and he needs to know what toys to build. The Elves are overwhelmed reading all these letters manually and inputting the data into Salesforce. They are also making sure all these letters are safely kept together in the right place and the right information is surfaced. The Elves are too busy to do this on their own and are urgently needed in the workshop for more pressing tasks like building all the toys.

Can OpenText help save the holidays by providing the right solutions to capture, manage and deliver all these documents for Santa and his team in an intelligent, automated, and connected way?

Watch this award winning demonstration performed recently by Santa’s helper (Robin Carder, Senior Alliances Marketing Manager at OpenText). He won the first place trophy in the Demo Jam at the NYC Salesforce World Tour event. See OpenText™ Core Capture for Salesforce® and OpenText™ Core Content for Salesforce in action with integration to the new OpenText™ Content Aviator AI content management engine in this fun holiday themed demo.

Learn more about all the OpenText solutions for Salesforce and OpenText Content Aviator (AI). See how we can help your business capture, manage, and deliver all documents for accelerated Salesforce processes, transforming Sales & Services operations and customer experiences.  Also, visit us on the Salesforce AppExchange for more details and demos. Happy Holidays!

The post OpenText & Salesforce help save the holidays with AI! appeared first on OpenText Blogs.

What an inspiring and epic Dreamforce, September 12-14, with the OpenText team! It was fantastic to connect with people and colleagues face to face to meet and learn from one another at the world’s largest IT conference. Our theme was all about making information your superpower! We help connect people, processes and documents together with Salesforce® to maximize results for employees and experiences for customers. As we look back, here are a few things that were top of mind!

1. AI! AI! AI!

Dreamforce was centered around this common theme of AI and how Salesforce AI (Einstein) will shape the next generation of Salesforce CRM and the way people work. OpenText has made some very exciting AI announcements recently with the launch of the new trusted information AI Platform, OpenText Aviator, that will change the information landscape future.

In particular, OpenText Content Aviator – An AI-assisted conversational search and content summarization solution that allows you to simplify navigating large volumes of content across multiple languages to quickly find relevant information. You can access and create content and workflows faster. It also improves reuse of existing knowledge and information, and eliminates human time and resources spent understanding and translating content. Also, OpenText Experience Aviator – AI-assisted authoring and content creation. It enables you to auto-create personalized and empathetic content using generative AI, aligning with customer expectations for better customer satisfaction and lower churn. It also enhances personalization and recommendations providing more engaging interactions resulting in higher customer satisfaction, improved efficiency and growth.

OpenText helps our customers to digitize time-consuming document handling and manual data entry with powerful AI-assisted machine learning that intelligently captures and routes mission-critical documents and data to where they need to be.

Together with Salesforce the future of data and documents together is looking smarter!

2. Back to document basics!

Many customers we spoke with at our booth and attending our sessions were still struggling with content silos across multiple systems including Salesforce, poor document collaboration, and disconnected processes – all without effective and secure document controls.

Ingestion of business data and documents, managing those documents in a connected way, as well as delivering impactful communications is critical for healthy information flows and operational excellence across the business. We help organizations of all types including regulated industries to protect information and maximize document workflows seamlessly together with Salesforce. Being able to leverage your information at your fingertips in this way is not an easy thing to do to make it frictionless for your Salesforce users and your customers. Most organizations are seeking to increase agility and productivity by extracting the maximum value from their processes, data, and documents together. However, sales and services teams are only as good as the information they can efficiently access.

OpenText helps our customers solve these complex information problems with smarter solutions building a strong foundation and connected framework for documents.

3. One trusted partnership together with Salesforce

We were delighted to invite a number of customers to an exclusive lunch with OpenText CMO, Sandy Ono, and various senior representatives of Salesforce in the tower! Attendees learned how OpenText and its unique, strategic view across multiple vendors was a huge compliment to the ecosystem. The VP of ISV solutions at Salesforce stated – it’s now all about “Data + AI + CRM + Content”.

Rather than multiple disconnected and fractured document process systems, Salesforce data and documents should be seamlessly managed together throughout the entire customer lifecycle for a comprehensive 360° view of the customer. This simple and powerful approach to information management reduces risks, fuels productivity and collaboration, and delivers exceptional customer experiences.

We drive next-level teamwork not only around Salesforce document process optimization, but also across the entire organization with integrations to other business systems for ERP and HCM, as well as out-of-the-box integrations to Microsoft 365®, Microsoft Teams®, and Google Workspace®.

OpenText is trusted by 98% of the Fortune 100 organizations and is your one end-to-end information management solution provider for Salesforce.

Want to learn more? Join us for our post Dreamforce webinar event!

Join our Webinar on October 5 at Noon EST to explore more about how OpenText can help you with smarter documents for Salesforce processes and see real use cases and demos in action. Register here. For more details on smarter document solutions for Salesforce visit our website or the Salesforce AppExchange. 

The post Top things you may have missed at Dreamforce 23! appeared first on OpenText Blogs.

It's time to work smarter

Organizations that have the information advantage are working smarter to navigate the unforeseen and race ahead of competition. Simplify and save time processing and managing all your business documents to provide superpowered experiences for your teams and your customers.

Information is at the center of modern work as teams engage with customers every day. How mission-critical documents are captured, managed, and delivered within Sales and Service organizations connected to Salesforce processes is not only important to satisfy customer needs but also to delight customers with great experiences that keep them coming back. Fusing this enhanced level of customer information and document management together will set you apart from the competition.

What are an organization’s information super villains?

 Higher customer expectations need to be satisfied to help nurture customer relationships, and internal information workflows need to be optimized to align with customer demands.

The real cost of poor document management:

• Fragmented information prolongs sales cycle time - Documents in disconnected silos result in manual search and access, delays and errors, extending resolution time that impact customers negatively.
• Inaccessible documents impact customer service quality - Inability to find and relay information on-demand results in poor decisions and outcomes providing bad customer experiences.
• Out-of-control information is risky – If customer documents are mismanaged and not controlled it creates compliance, security, and financial consequences, potentially damaging to customers and your brand.
• Poor information flows decrease productivity and collaboration – Inefficiencies with internal and external processes can cause inconsistencies between Salesforce data and document information causing rework costs and negatively impacting performance with customers.

How to simplify document management for Salesforce - watch the video

How to automate document and data capture for Salesforce - watch the video

Unlock information as your new superpower

Putting the customer and their information at the center of your sales & service operations ensures customer experiences are timely, positive, and memorable. Fueling your teams with superior access to documents powers productivity and collaboration, and the ability to gain insights to spot new opportunities and deliver exceptional customer engagements with the right information when it’s needed.

Powerful capture capabilities that deliver the information advantage

• Capture & Manage all customer documents in predefined structures intelligently surfaced inside Salesforce
• Reduce manual inputs and collaborate on mission-critical documents in the context of the business processes
• Ingest mission business data from documents and inject it directly into Salesforce fields to reduce manual entries  

Superior document management and more empower your teams to save the day

• Full content management capabilities - including document actions, custom metadata, automated review and approval, side-by-side viewing, access control, audit trails and more
• Digital signatures - Provides a fast, compliant and hassle-free way to sign quotes, contracts and other documents
• External sharing - Extends collaboration beyond the firewall with simple and secure external sharing in the cloud

Gain an enhanced 360◦ view of the customer to enable “X-ray vision” into customer insights

• Shorten resolution times to close cases and deals faster with real-time access to all customer-related documents directly within the Salesforce Sales and Service Cloud
• Boost productivity and work in the familiar Salesforce UI while having all the relevant documents intelligently surfaced related to the account readily available
• Reduce costly risk by governing all documents and instantly locate the right information when it’s needed to comply with regulatory mandates and guidelines, such as GDPR

Work smarter with OpenText - a dynamic superpower for your Salesforce business

 All customer data and documents together! We solve complexities by bringing information and automation together so businesses of all sizes can be re-invented through new digital fabrics, new rules and new ways to work. The world’s most trusted companies trust OpenText, and our expertise is in helping people work smarter. OpenText powers and protects information to elevate every person and every organization to be their best.

OpenText is the industry leader in document management. With over 25 years of experience, we have deep insights into the information needs of today’s sales and service organizations.

OpenText™ solutions for Salesforce® provide a deeply integrated information framework to capture, manage, and deliver information for Salesforce environments, empowering teams to master modern work and delight customers, connecting Salesforce data, mission critical documents and people together.

Gain the information advantage as your organization’s new superpower. Simplify and save time managing your customer documents with OpenText™ Core Capture for Salesforce and OpenText™ Core Content for Salesforce®, increase sales & service productivity with an intelligent and powerful document management approach designed for the most demanding Salesforce environments. Experience a demo here today or visit us on the Salesforce® AppExchange for more info.

The post Make information your customer superpower appeared first on OpenText Blogs.

With digital content becoming the norm, capturing all types of incoming customer information is more important than ever before. Many sales and service teams struggle with an increasing volume of mismanaged inbound information and documents that need to be captured as part of critical information flows and disconnected sales processes. Time-consuming, manual intake of documents can often cause bottlenecks and costly errors, as well as delayed sales opportunities and poor customer experiences. 

“72% of Sales Rep’s total time is spent on non-selling admin tasks, and 8.8% of Sales Rep’s time is spent directly on manual entry of customer and sales information.” – Salesforce, State of Sales Report, Fifth Edition

OpenText™ Core Capture for Salesforce® Cloud Edition (CE) 23.1, is built to capture documents and data to accelerate Salesforce processes. It’s a seamlessly connected SaaS capture solution that intelligently processes all types of documents, classifies and routes files, and extracts critical data to enrich and enhance Salesforce processes. By providing real-time access to information, this solution:

• Enables rapid insights and actions for Sales and Service teams
• Improves productivity
• Enhances customer experiences ​

Watch the Core Capture for Salesforce video above to see how the solution automates document capture and the intake of data to accelerate information processing, improve digital information flows, and enhance Salesforce processes.

Capabilities that transform Salesforce processes

• Capture and upload incoming digital documents - Digitize, categorize, route and upload documents from different information sources to automate document handling.
• Classify documents - Identify document types (Application, Proof of ID, Pay slip, etc.). Categorize and route documents to the appropriate people and processes.
• Extract data and validate relevant information - Capture and process customer documents, extracting critical data to input directly into Salesforce UI fields to accelerate and enrich Salesforce processes.
• Integrate with Salesforce business processes - Automate repetitive tasks to streamline processing and integrate with Salesforce to reduce manual workloads.

How organizations bring more value to Salesforce environments

• Digitize the inbound processing of business content, so sales and service agents have early visibility and can prioritize urgent, high-value tasks and customer cases.
• Automate repetitive tasks and streamline processing, leading to frictionless operations, improved customer satisfaction, and a better employee experience.
• Reduce document processing time and costly errors, automating document identification and the extraction of information, without manual intervention to accelerate processes.
• Provide real-time access to information, to enable real-time insights and actions for Sales and Service teams.
• Run anywhere with public cloud (multi-tenant SaaS), information is protected and always available, reduced operational costs, and optimized processes for Salesforce.

Explore our website or visit us on the Salesforce AppExchange to learn more about how OpenText Core Capture for Salesforce can accelerate and automate your document intake processes and transform your sales and service operations!

Watch the expert session to learn how to boost operational efficiencies by integrating
captured documents and data directly within Salesforce.

The post Harness inbound customer information to transform sales and service operations appeared first on OpenText Blogs.

Modern sales and customer service teams need centralized customer information to achieve operational excellence. In Part 1 of this blog series for Sales professionals, we explained how operational improvements can help you sell faster, and in Part 2, we explored how improved customer information management can help delight customers. Part 3 of this series expands on how bringing together people, processes, data and documents, can help Sales teams sell smarter with a 360-degree customer view. This centralized view of customer information provides staff with a deeper understanding of the customer and their needs to serve them better. 

Sales representations spend less than 30% of their time actually selling.
- Salesforce, State of Sales, 5th edition, 2022

For most organizations, valuable customer information is the lifeblood of operations as it flows through the business throughout its lifecycle. A 360-degree customer view must include not just real-time data from a CRM, but also, connected mission-critical content that can be actioned together across all sales processes.

Enabling sales teams with this valuable information can be difficult because it is often disorganized and disconnected from Salesforce® processes. Manual document intake is time-consuming and repetitive, causing bottlenecks and costly errors. Mismanaged and missing documents provide poor insights delaying or derailing sales opportunities, and poor communications can scare prospects away or create bad customer engagement experiences.

Sales teams currently struggle every day with a flood of documents that need to be captured, managed, and delivered as part of critical information workflows. An integrated approach to streamlining the processing, access and delivery of information, provides faster access to customer insights for smarter selling decisions that reduce sales cycle times, accelerate sales operations, and ultimately improve customer satisfaction.

Look for opportunities to streamline the customer information lifecycle

Looking at how your customer information enters, is used, and flows through lead-to-order processes to communicate effectively is essential to gaining the information advantage. With more reliable, thorough and insightful customer information, staff can spend more time selling smarter and delighting customers to clearly set you apart from the competition.

One way to streamline sales processes is to automate incoming communications via AI-augmented intelligent capture tools to deliver efficient customer tracking and ensure customer wishes get actioned quickly and consistently. By automating this task, staff can deliver increased productivity and agility with a focus on value added tasks instead of routine or low value administration.

AI-assisted machine learning capture capabilities can also automatically classify the intake of customer documents and extract textual data to be used directly inside CRM systems. Automation like this frees up more time that staff would usually spend on manual document processing and data entry workloads.

Making better (and faster) use of customer information adds to the 360-degree customer view. By identifying trends in the collected customer information, staff can:

• Identify additional upsell opportunities
• Compose better RFP responses
• Construct better deals

Sell “smarter” through enhanced information management

 In many cases, the information organizations need to better understand customers and their needs is available, but where it’s available and to whom is often the challenge. Is the information stored somewhere easily accessible to staff that need it? During the sales process, do staff know what type of customer information is available to support interactions and where to find it quickly? Do staff find current customer information management solutions reliable enough to arm them with the latest and most accurate customer data?

Put the customer and their information at the center of your sales operations to ensure customer experiences are positive and memorable. Enhancing customer information management is a critical step towards selling smarter with a complete 360-degree customer view and includes:

• Centralizing information needed by all staff interacting with customers:  All relevant documents are collected, categorized, and mission-critical data is captured to have the information needed to make the right decisions when it’s needed
• Connecting information across systems and applications: Fast and accurate access to customer data and all related documents managed intelligently together in one view provides a 360-degree view to act quickly to changes in the business
• Communicating information unique to the customer’s needs: Deliver impactful messages to your audience when they really matter quickly and consistently to keep customers engaged and loyal with your organization

Gain the information advantage to complete a 360-degree customer view

Are you ready to sell smarter to achieve operational excellence? Take these steps to gain the Information Advantage!

Step 1: Capture Information
Digitize the inbound processing of business content so sales and service agents have early visibility and can prioritize urgent, value-add tasks. Automating repetitive tasks streamlines processing, ensuring improved customer satisfaction and a better employee experience.

Step 2: Manage Information
Produce a complete view of the customer across the enterprise, including structured and unstructured information, to improve sales and service processes. Achieving deeper insights into related content speeds decision-making and generates more opportunities while promoting greater customer loyalty and stronger relationships.

Step 3: Deliver Information
Reduce sales and service cycle times by generating pixel-perfect, personalized customer communications that nurture closer relationships, delight customers, and engage them at every step of the decision journey.

OpenText is the industry leader in document and records management. With over 25 years of experience, we have deep insights into the information needs of today’s sales organizations. OpenText solutions for Salesforce connect all Sales and Service touchpoints for a full 360-degree customer view that enables outstanding customer service, increased sales performance, and on-brand customer communications.

The post Gain the information advantage with a complete 360-degree customer view – Part 3 appeared first on OpenText Blogs.

In part 1 of our blog series about gaining the information advantage with a complete 360-degree customer view, we discussed how better customer information management can boost operational efficiency and enables you to sell faster. Capture, manage, and deliver mission-critical documents to eliminate wasted time, duplicated work, and inefficient processes. It’s now time to dive into how to delight customers with superior sales and customer service experience!

In today’s unpredictable economy it has never been more important to create memorable experiences that nurture and build stronger relationships with customers. The market has become hyper-competitive and customer loyalty is critical not only for survival but for long-term sustainability. Customer information must be at the forefront of every business decision you make, no longer an afterthought.

How documents are captured, managed, and delivered within a Sales and Service organization is not only important to satisfy customer needs, but also to delight customers with great experiences that keep them coming back. This enhanced level of customer information management can set you apart from the competition.

59% of global consumers surveyed felt companies had lost touch with the human element of customer experience.
- Experience is everything: Here's how to get it right, PwC

Sales and Service teams must take a modern approach to information management

For Sales professionals, building relationships and gathering key insights to create new revenue opportunities are paramount in a fast-paced workday. Customer needs are their top priority. They are looking to get customers and prospects the right information quickly, and don’t have the time to track down document templates or missing information. Focused on bringing in new business, it’s critical that Sales teams have customer information management to support those efforts.

For Service professionals, providing excellent customer experiences is a top priority. Customer satisfaction is vital, and they must solve complex problems on the fly to meet these needs. With a complete 360-degree view of all customer information and related documents at their fingertips, Customer Service agents can provide customers with the right information at the right time. With swift, accurate and relevant responses to customer inquiries, interactions become more memorable for positive reasons, instead of negative experiences that can breed distrust in your brand.

How can your organization deliver a 360-degree view of customer information?

When it comes to Sales and Service functions within your organization, here are 4 quick tips for building a 360-degree view of customer information:

1. Improve access to relevant information: Managing today’s high-paced digital information expectations is a challenge. Customers expect content and experiences to be fully connected and available at the right place and at the right time, saving precious time and frustration throughout the customer journey. Give Sales and Service teams access to all customer information in one central location, intelligently surfaced inside the CRM system, to help them support that seamless customer experience.
2. Better manage customer communications: Impactful communication is key to nurturing relationships at all stages of customer engagement. Organizations must represent their brand message swiftly and clearly, connecting with customers with the right message to create positive experiences. Provide tools linked to customer information in your CRM system that can produce and automate fast high-quality and personalized communications directly to customers.
3. Automate document processing: Not effectively aggregating and processing the intake of customer information in an automated and integrated way to classify and route it to the right place causes content chaos and delays for customers. Effectively capture and use intelligent document processing to help route data and documents to where the information needs to be so Sales and Service teams and CRM systems can leverage it. 
4. Integrate enhanced content management with existing CRM systems: Storing related unstructured information disconnected from the customer's transactional data in a CRM system causes inefficiencies and lost productivity. This can in turn result in security, legal and compliance risks if sensitive customer information is mishandled. Help users with a single 360-degree view of all related customer documents and data side by side, in a centralized and deeply connected folder structure embedded inside the CRM system.

How can your organization gain the information advantage to delight customers?

Bring people, processes, and content closer together with centralized customer information. A consolidated and complete view of the customer across the enterprise builds better sales processes and drives deeper insights that help surface more opportunities, generate greater customer loyalty, and build better relationships. A true 360-degree customer view must include not just real-time data from a CRM, but also, connected mission-critical content. Making all content connected and available on-demand to systems and users across the entire organization enables frictionless business processes to produce more customer engagement opportunities and exceptional service experiences.

With this enhanced customer view, sellers can make smarter and faster decisions to delight customers. Sales and Customer Service teams will no longer waste valuable time hunting across systems for the right version of a customer document.

OpenText is the industry leader in document and records management. With over 25 years of experience, we have deep insights into the information needs of today’s sales organizations. Our solutions for Salesforce connect all Sales and Service touchpoints for a full 360-degree customer view that enables outstanding customer service, increased sales performance, and on-brand customer communications.

Are you ready to achieve operational excellence and delight customers? Take these steps to gain the Information Advantage!

Step 1: Capture Information
Digitize the inbound processing of business content so sales and service agents have early visibility and can prioritize urgent, value-add tasks. Automating repetitive tasks streamlines processing, ensuring wait times and sales cycles are reduced to increase customer satisfaction.

Step 2: Manage Information
Produce a complete view of the customer across the enterprise, including structured and unstructured information, to improve sales and service processes. Achieving deeper insights into related content speeds up decision-making and generates more opportunities while promoting greater customer loyalty and memorable experiences.

Step 3: Deliver Information
Reduce sales and service response times, and generate pixel-perfect, personalized customer communications that nurture closer relationships, delight customers, and engage them at every step of the decision and service journey.

The post Gain the information advantage with a complete 360-degree customer view – Part 2 appeared first on OpenText Blogs.

The market continues to be volatile and change is occurring with great velocity. Shortages and price increases have made customers less loyal, and the landscape is more competitive as customers look for alternatives. Organizations try to keep up, but masses of dispersed business information make it difficult to satisfy constantly changing customer needs as the way we do business continues to evolve.

Wasted time, duplicated work, and inefficient processes due to poor information flows can chip away at an organization’s reputation and bottom line. Small inefficiencies add up—and they can hurt worker productivity and your competitive edge in the market.

79% of sales reps say they have had to quickly adapt to new ways of selling to stay agile in an uncertain world with unpredictable buying behaviours.
- Salesforce, State of Sales, 4th Edition, 2021

But agility is a challenge for many. Siloed departments, with siloed information, translate into stagnant and disconnected customer experiences. ​Sales and customer service teams of all types, from call service agents to caseworkers, are only as good as the information they can access.

How can your organization adapt? Customer information management is critical for organizations to stay competitive and gain momentum

What should organizations consider for better customer information management?

• Capture and collect relevant information - Not effectively collecting all information in an automated and integrated way to classify and route it to the right place is a root cause of content chaos across the business.
• Connect relevant information - Storing unstructured information separate from the customer's transactional data in the CRM and other systems leads to inefficiencies and lost productivity and causes risks if mishandled.
• Understand and address digital expectations - Both employees and customers expect content and experiences to be connected and available at the right place and at the right time to speed access and avoid frustration.
• Make customer needs the top priority – Ensure content is available to the entire organization to enable frictionless business processes for more responsive and better customer experiences
• Deliver relevant communications – You need to strongly represent your message, quickly and on-brand. Connecting with customers with the right message, before someone else does, can make all the difference.

Get a 360-degree customer view!
Learn how to optimize sales operations with the information advantage.

How can better customer information management impact sales and service processes?

An effective content management platform integrates with the tools that sales teams use every day for instant access to relevant customer content. It allows them to collaborate to move customers through the lead-to-order process quickly and efficiently with reduced friction.

Effective content management provides a complete 360-degree account view and ensures operational efficiency by allowing appropriate access to all departments (sales and beyond) from anywhere, while delivering on governance with auditing, versioning, and comprehensive access control to mitigate business risk.

How can your organization gain the information advantage?

Bring people, processes and content closer together with centralized customer information for modern Sales and Service teams. A true 360-degree customer view must include not just real-time data from a CRM, but also related, connected content.

With this complete and enhanced customer view, sellers can make smarter and faster decisions. Sales and Customer Service teams will no longer waste valuable time hunting across systems for the right version of a customer document. A consolidated and complete view of the customer across the enterprise builds better sales processes and drives deeper insights that help surface more opportunities, generate greater customer loyalty, and build better relationships.

Take these steps to gain the information advantage

Step 1: Capture Information

Digitize the inbound processing of business content so sales and service agents have early visibility and can prioritize urgent, value-add tasks. Automating repetitive tasks streamlines processing, ensuring improved customer satisfaction and a better employee experience.

Step 2: Manage Information

Produce a complete view of the customer across the enterprise, including structured and unstructured information, to improve sales and service processes. Achieving deeper insights into related content speeds up decision-making and generates more opportunities while promoting greater customer loyalty and stronger relationships.

Step 3: Deliver Information

Reduce sales and service cycle times by generating pixel-perfect, personalized customer communications that nurture closer relationships, delight customers, and engage them at every step of the decision journey.

The post Gain the information advantage with a complete 360-degree customer view appeared first on OpenText Blogs.