Create better customer experiences using the power of PDF

Customer experience is one of the top influencers today when it comes to improving customer satisfaction, increasing revenue and creating other business results. But a great customer experience is so much more than just better service. See how leading PDF solutions can help your organization close any gaps that may exist and significantly improve your customers’ experience.

Today, the customer experience consistently ranks at the top of the list of attributes every successful business should have. For example, in Econsultancy’s Digital Marketing Trends survey, marketers identified customer experience (CX) as their top priority for 2018, even ahead of more conventional programs, such as content marketing, mobile, personalization and social.

Why such a focus on the customer experience? For starters, CX’s impact on business results speaks for itself. A study by Walker highlighted just how much customers value great experiences – and how this can translate into increased revenues and profits. For example, the Walker study found that 86 percent of buyers will pay more for what they perceive as a better customer experience. And by 2020, customer experience is expected to overtake price and product capabilities as the key brand differentiators.

How to improve?

Improving the customer experience has a direct positive impact on customer acquisition and retention, overall satisfaction and even the company’s ability to cross-sell and up-sell to existing customers. Yet what should companies do to improve in these areas? On one hand, they can focus on low-hanging fruit – obvious opportunities such as training employees to provide better service. Or, they may choose to tackle more complex initiatives such as implementing online product recommendations and personalized communications. Where to begin?

Fortunately, there are many simple – yet effective – ways to improve the customer experience using tools and technologies most companies already have at their disposal. Consider the example of PDF software. Today, PDF solutions such as Nuance Power PDF Advanced provide core capabilities that can immediately contribute to a better customer experience.

Examples of these capabilities include:

  • Online PDF forms. Today, many customers typically have to print online forms, fill them out by hand, scan this information to electronic format, and email it back to the company. This customer example challenge could be solved with a web application, but web developers can be costly or may have other priorities.

Nuance’s Power PDF solutions include FormTyper™, a powerful tool that makes it easy to create PDF forms that can be hosted online, complete with fillable fields where customers can type data, enter check boxes and select a radio button. It also includes logical forms recognition technology to identify all of the individual form fields in an original document.

  • Electronic signatures. In industries where customer relationships require a legal binding document, an efficient process matters as much to customers as it does to the business – perhaps even more.

Electronic signatures remove manual roadblocks — downloading and printing long documents, signing by hand, scanning and emailing back — and help make sure business relationships can begin immediately.

With electronic signatures, Nuance’s Power PDF provides the convenience of a secure digital signature, ensuring that legal requirements do not interrupt or deter from the importance of an efficient customer experience.

Focus on customer service

On the surface, many companies may think of office automation and streamlined processes as benefits to the business’ bottom line. But efficiency gives employees more time to focus on real customer needs and improving satisfaction.

There’s no doubt your customers will appreciate employees being able to apply more time and focus to delivering better service and improving the overall experience.


What to expect from ECM in 2018?

It’s interesting to note how Enterprise Content Management (ECM) technology is undergoing a tremendous shift, but can we proclaim it as dead?

In 2015, Forrester bifurcated ECM market into two different categories: ECM Transactional Content Services (ECM TCS) and ECM Business Content Services (ECM BCS). And, the Association for Intelligent Information Management (AIIM) suggests that ECM will evolve to become Intelligent Information Management (IIM).

Amidst all the buzz, here’s an another interesting take by Alan Pelz-Sharpe, Founder of Deep Analysis, on how IPOs can be an indicator of a still-booming ECM market. He highlights that there is an untapped market as many organizations invested in ECM in the 1990s and are looking for an upgrade or replacement to leverage new-age technologies such as Blockchain, AI and others.

Considering the pace at which businesses are going digital, the amount of content produced is growing at an exponential rate. Hence, the need to manage enterprise content is more pronounced than ever and it might be a fair projection to state the market would continue to stay strong.

ECM technology has a lot of untapped potential. The real advantage lies in leveraging new-age technologies along with your existing legacy systems. Newgen being a leader in the ECM Transactional Content Services Segment focuses on Cloud, Mobile, Analytics, Robotic Process Automation (RPA) and Social capabilities to harness the true potential of an ECM system.

Given the many views (sometimes contrary) of experts out there, let’s see how the ECM market evolves in 2018. We are keeping a close eye. Are you?


Business Transformation with EDMS Consultants Sdn Bhd

“At least 40% of all businesses will die in the next 10 years… if they don’t figure out how to change their entire company to accommodate new technologies” – John Chambers

In today’s economy where the technologies play an important role in the business landscape, digital transformation is key in changing the face of business.

The question is, are you looking for a digital transformation in your company? Are you finding ways to digitalize processes to enhance your business performance without burning your pockets?

Need help?

Here’s where we come in!

EDMS Consultants Sdn Bhd, has many years of experience in providing digital solutions and services in Content, Document and Business Process Management. We specialize in providing the best solution based on our clients’ requirements. Not to mention, we provide an end-to-end service from consulting all the way to support and maintenance to ensure that our clients are on the right track.

Clients choose us because they know we can help them increased efficiency and a greater return on investment (ROI).

We don’t SELL you a software, but we provide solutions and services.

All our solutions offer an integrated total solution for an effective management of information. In addition, we have specialize templates developed to ensure seamless integration and fast implementation.

Worry the solution is hard to adapt? Don’t be!

We only provide the best solution that we know our clients can adapt easily, WITHOUT changing their ways of work. We make your processes work for you, saving you more time to focus on your business!

Want to know more?

Visit our website at or call us at +60 3 7831 9660.

Have a great week ahead!


One hurt, massive jams after MRR2 crane collapse in Ampang (VIDEO)

The toppled crane seen here lying on its side at the construction site near MRR2 in Kuala Lumpur February 26, 2018. — Pictures courtesy of Selangor Fire and Rescue Department.

The toppled crane seen here lying on its side at the construction site near MRR2 in Kuala Lumpur February 26, 2018. — Pictures courtesy of Selangor Fire and Rescue Department

PETALING JAYA, Feb 26 —  A man was injured after a crawler crane collapsed onto the middle of a highway during construction works on the Sungai Besi-Ulu Kelang Elevated Expressway in Ampang this morning. The incident also caused massive congestion along the highway.

A Selangor Fire and Rescue Department spokesperson said the 36-year-old victim, a crane operator, suffered minor injuries to his hip and was treated by paramedics at the location.

“The victim was given first aid treatment and subsequently brought to Hospital Ampang. No further casualties were reported,” the spokesman said.

Seven personnel from the Ampang Fire and Rescue Department station were dispatched to the scene after the department was notified of the emergency at 10.20am.

Selangor Traffic Investigations and Enforcement chief Superintendent Azman Shari’at said authorities were initially alerted to the incident near Jalan Bunga Anggerik, Dataran Ukay along MRR2 around 9.58am.

“The crane lost its balance and fell towards the road with its crane boom spread across two out of three lanes of the highway (slow lane and the middle lane) with only the right most lane accessible,” he said.

Initial investigation showed the crawler crane was lifting casings during piling works of a retaining wall on an elevated ground beside the highway when it lost its footing.

Azman said the police, Fire and Rescue Department and traffic control centre personnel from the Malaysian Highway Authority were brought in to control the traffic flow at the location.

The incident created a traffic crawl spanning at least four kilometres on both directions.

Motorists are advised to seek for detours as another crane was currently in the process of being acquired to move the obstruction.

The incident caused a massive traffic crawl spanning at least four kilometres on both directions as onlookers stopped to look.

The incident caused a massive traffic crawl spanning at least four kilometres on both directions as onlookers stopped to look.