Multi-Channel Messaging & CCM Implementation

Multi-Channel Output & Personalized Messaging

Expert Implementation for Quadient & OpenText Platforms

The modern customer relationship is built on a series of conversations that span multiple digital channels. For enterprises, the primary challenge is not a lack of communication tools, but the operational friction caused by managing a portfolio of disconnected systems. This fragmentation leads to inconsistent branding, broken customer journeys, and significant manual overhead.

Innovatix Technology Partners, a Macrosoft, Inc. company, provides expert implementation services for the industry’s leading Customer Communication Management (CCM) platforms: Quadient and OpenText. Our role is to architect and configure these powerful platforms to function as a centralized, intelligent hub for your entire customer communications strategy. We transform your investment in Quadient or OpenText into a tangible operational asset that delivers consistent, personalized, and compliant communications at scale.

Multi-Channel Output & Personalized Messaging

Expert Implementation for Quadient & OpenText Platforms

Unified Multi-Channel Output

The Operational Challenge: Enterprises frequently encounter operational silos where different teams manage distinct communication channels (e.g., email, SMS, social media) using separate platforms. This approach creates significant inefficiencies, including data redundancy, inconsistent application of business rules, and an inability to track a customer’s journey across touchpoints. The result is a disjointed customer experience and a high total cost of ownership for communication technologies.

Our Implementation Solution: Our primary objective is to eliminate this complexity by architecting a unified communication ecosystem on either the Quadient Inspire or OpenText Exstream platform. By centralizing communication logic and content management, we enable your organization to engage customers across all critical channels from a single point of control.

Our implementation services encompass the configuration and integration of key output channels, including:

Scheduled & On-Demand Email

Configuration of dynamic, data-driven email templates for both marketing campaigns and transactional notifications.

SMS/MMS Integration

Secure integration with SMS gateways for delivering time-sensitive alerts, two-factor authentication codes, and service updates.

Social & Messaging App Connectivity

Establishing connections to platforms like WhatsApp and Facebook Messenger for conversational support and proactive notifications.

Web & Mobile Push Notifications

Enabling targeted messaging to re-engage users of your digital properties based on real-time behavioral triggers.

Print & Document Generation

Leveraging the core strength of these platforms for generating compliant, high-volume documents like statements, invoices, and policies.

By consolidating these functions, we provide your business teams with a holistic view of all customer interactions, ensuring consistency and context are maintained regardless of the channel used.

Dynamic, Data-Driven Personalization

The Business Imperative: In a competitive market, relevance is paramount. Generic, batch-and-blast messaging results in diminished engagement and can erode brand equity. Effective personalization requires more than mail-merging a customer’s name; it demands the ability to dynamically tailor the content, timing, and delivery channel of a message based on a comprehensive understanding of the individual customer.

Our Technical Approach: We specialize in unlocking the sophisticated personalization engines within the Quadient and OpenText platforms. Our implementation process focuses on integrating your key data sources—such as CRMs, ERPs, and Customer Data Platforms (CDPs)—to create a unified data model within the CCM environment.

This allows for the orchestration of messages based on a rich combination of data points:

Profile & Preference Data

Behavioral Data:

Transactional Data

Contextual Data:

Our technical teams configure the business rules and logic required to leverage this data, transforming your platform into a system capable of delivering truly one-to-one, contextually aware communications.

Our Implementation Methodology: A Phased Approach to Success

We follow a structured, four-phase methodology designed to ensure a successful implementation that aligns with your business objectives and delivers measurable value.

Phase 1: Architectural Discovery & Platform Alignment

This initial phase is a collaborative deep-dive analysis. We work with your business and IT stakeholders to document existing communication workflows, identify data sources, and map critical customer journeys. The primary deliverable is a comprehensive solution design document that outlines the proposed architecture and confirms that the chosen platform (Quadient or OpenText) is correctly aligned with your strategic goals.

Phase 2: Core Platform Implementation & System Integration

With the architectural blueprint finalized, our certified engineers proceed with the technical implementation. This includes the installation and configuration of the CCM platform in your environment (cloud or on-premise) and the development of robust integrations with your core business systems. We prioritize creating a stable, scalable, and secure foundation for all future communication workflows.

Phase 3: Workflow Development & Journey Orchestration

In this phase, we translate the solution design into functional reality. Our team develops the dynamic message templates, configures the automation workflows, and implements the complex business logic required to power your customer journeys. This phase is iterative, involving close collaboration with your business users to ensure the output meets all functional and brand requirements.

Phase 4: User Acceptance Testing (UAT) & Knowledge Transfer

Before go-live, we facilitate a thorough UAT process to validate that the system performs as designed. Following successful testing, we conduct comprehensive training sessions and provide detailed documentation to ensure your teams are fully equipped to manage and operate the platform. Our goal is to empower your organization to be self-sufficient post-implementation.

Why Choose Innovatix as Your Implementation Partner?

Specialized Platform Expertise – Our teams possess deep, certified expertise in both Quadient and OpenText. We are not generalists; we are specialists who understand the nuances of these complex enterprise platforms.
Focus on Business Outcomes – We measure our success by your success. Our process is designed to ensure the technology delivers tangible improvements in operational efficiency, customer engagement, and compliance
Accelerated Time-to-Value – Our structured methodology and experience-driven best practices are designed to avoid common implementation pitfalls, ensuring a more rapid and predictable return on your software investment.
Long-Term Partnership – Our engagement extends beyond the initial go-live. We offer ongoing support and strategic guidance to help you continuously evolve your communication strategy and maximize the value of your platform.

Ready to Modernize Your Customer Communications?

To learn more about how Innovatix technology partners can assist with your Quadient or OpenText implementation, please contact us to schedule a technical consultation. We can provide a detailed capabilities overview and discuss how our services can be tailored to your specific project requirements.