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Fred Van Alstyne, COOWhat differentiates CCS from other participants in the marketplace is their intense focus on quality content. Fred Van Alstyne, COO, elaborates, “Many of the physical documents we print today may go away, but their messaging impact must survive. We have been repositioning ourselves in the customer communication management space with our product offering called SmartTouch™, a hosted managed service platform that offers capabilities along a linear value chain.”
The platform leverages “intelligent content” to blend relevant marketing messages with “must read” transaction documents such as bills, statement, invoices, and customer correspondence (direct mail). This enhances a client’s brand value by strengthening customer engagement, improving the overall experience and generating better financial outcomes. SmartTouch™ achieves this by analyzing the transaction, customer, and third-party data then segmenting it to create discreet audiences and generating messages that are designed and tailored specifically for them. “By creating documents that are delivered with greater relevance to the audience, SmartTouch™ helps companies broaden customer engagement (conversion/retention) and create up-sell/cross-sell opportunities,” remarks Van Alstyne.
“Our company delivers the entire SmartTouch™ platform as a hosted managed service to provide the lowest cost of entry for customers to participate in this ecosystem,” states Dana Johnston, Chief Revenue Officer. Competitive systems are traditionally license-based and require an IT staff for process management. CCS offers a low cost of entry with SmartTouch™, giving their clients the opportunity to take advantage of best in class technology so they can provide a true CCM experience for their customer base.
By creating documents that are delivered with greater relevance to the audience, SmartTouch™ helps companies broaden customer engagement (conversion/ retention) and create up-sell/ cross-sell opportunities
“By identifying specific opportunities where we can offer immediate value, our clients can quickly generate a positive ROI,” shares Johnston.
In one particular case, through the use of an interactive PDF, the client was able to drive Electronic Bill Presentment and Payment (EBPP) adoption by redesigning the billing document to provide easy to follow instructions and detailed billing history. This eliminated the need to write a check or make a call to the service center to make a payment. The client also used the redesigned bill to deliver personalized Disease Management content by mining the billing data and collecting the consumers’ opt-in data at the time they enrolled for electronic bill payment. The result was an increased electronic document delivery and bill payment adoption rate from the low teens to more than 60 percent. Overall costs were also reduced, due to the reduction in printing and postage expense.
For over a century, CCS’ success was driven by their desire to offer the most technologically advanced solutions. Van Alstyne elaborates, “Our clients constantly challenge us to provide them with new products and services to help them communicate more effectively. While there is a desire for higher quality content, at the same time clients are seeking cost savings.” Because clients are looking for communications solutions that improve quality while reducing costs, CCS continuously evaluates their digital printing and automated mailing equipment and related technology investments in order to provide the highest level of service to their clients.
Content Critical Solutions Expands Operations and Services with Acquisition of Direct Mail Marketing Company Century Direct
Monday, September 04, 2023
Moonachie, N.J. -- Content Critical Solutions, a provider of technology solutions and transactional document production services, is pleased to announce the acquisition of Century Direct LLC, a provider of marketing direct mail production services. Content Critical is the business process outsourcing division of Triangle Services, Inc., a diversified industrial services company.
Lonnie Fine, Chief Executive Officer of Triangle Services, has pledged a seamless transition for both entities and their customers. Mr. Fine states, that, "we are excited to welcome Century Direct to the Triangle Services Group of Companies”.
Century Direct has a longstanding commitment to serving the direct mail marketing business throughout the Northeast. Mike Kellogg, CEO of the venerable Century Direct, stated, “this transaction is beneficial to stakeholders of both organizations: their respective customers, employees, and vendors. The considerable horsepower and know-how of the two entities make this technology-driven business one that will deliver enhanced services to the customers of both companies. The complementary technology, printing, mailing services, and deep industry experience of these two companies enable this technology-driven business to deliver enhanced services to the combined client base”.
Fred Van Alstyne, Chief Operating Officer, who is responsible for the day-to-day operations of Triangle’s Business Process Outsourcing Division, said, “we are excited to expand our service offerings to include Century’s state-of-the-art direct mail marketing services to businesses across the country”. He also shared that “this acquisition nearly doubles the size of our print and mail division and offers additional backup capabilities inherent with multiple locations that now include three dynamic brands, Content Critical Solutions, Fitch Group and Century Direct. This combination of brands will now provide our customers with a full suite of technology driven communication solutions.”
Company
Content Critical Solutions
Management
Fred Van Alstyne, COO and John Slaney, CTO, Dana Johnston, CRO
Description
Content Critical Solutions provides comprehensive customer communications solutions for transactional document processing, including content management, compliance messaging and omni-channel delivery.
