Jadu has added two way integration with Pitney Bowes Confirm enterprise asset management solution to its Jadu Continuum CXM (Customer Experience Management) product.
Jadu has added two way integration with Pitney Bowes Confirm enterprise asset management solution to its Jadu Continuum CXM (Customer Experience Management) product.
Jadu Continuum CXM is the customer services platform of choice for many local authorities and Confirm from Pitney Bowes enables local authorities to make informed decisions on the repair, maintenance, investment and ongoing management of critical public infrastructure.
The new two way integration seamlessly connects customer experience and service delivery, while back office systems are kept in sync without further rekeying or manual intervention.
Andy Perkins, Director of Engineering at Jadu said:
Collaboration between Jadu Continuum products and Pitney Bowes Confirm has been available for a while, but an important part has been missing. Once information had been passed from Jadu Continuum to Confirm, it becomes difficult to keep citizens fully informed with what happens next. For example, if someone completed and submitted a online form reporting a pothole, a case would be raised in Jadu Continuum CXM, where both the customer services team at a local authority and the citizen could track progress. A subsequent enquiry would also be created in Confirm to provide the service delivery team with the relevant information to investigate and act upon the reported issue. This is where the citizen would fall out of the loop.
So - and here’s the new bit - this two way integration means that now, when the enquiry is updated in Confirm, the information is automatically sent back to Jadu Continuum CXM. Dependant upon the specifics, updates are then made to the CXM case which are all visible to the citizen within the case timeline. The rules engine can then be used to make relevant changes to the case status and provide an update via email back to the citizen, therefore keeping everyone fully informed!”
Through the integration, citizens are kept informed via a more effective digital customer communication experience. Unnecessary delays and costs caused by needing to chase up the progress of outstanding cases are removed. It also provides local authorities with return on investment by freeing up staff to work on resolving matters, rather than relaying information.
This two way integration is made simple through Jadu’s Integrations Hub. A full demonstration of how this integration can be used can be viewed below.
About Jadu
Jadu is a global provider of Web Experience Management software, specialising in Web CMS, Forms, Portal and Customer Case Management tools for the enterprise. Jadu is well established in the public sector for offering digital solutions to local government and higher education as well as a score of commercial organisations around the world. www.jadu.net
About Pitney Bowes
Pitney Bowes (NYSE:PBI) is a global technology company providing commerce solutions that power billions of transactions. Clients around the world, including 90 percent of the Fortune 500, rely on the accuracy and precision delivered by Pitney Bowes solutions, analytics, and APIs in the areas of ecommerce fulfillment, shipping and returns; cross-border ecommerce; presort services; office mailing and shipping; location data; and software. For nearly 100 years, Pitney Bowes has been innovating and delivering technologies that remove the complexity of getting commerce transactions precisely right. www.pb.com
