Welcome to our Product Talks series, where Bectran's Platform Services experts discuss challenges in order-to-cash and how to use the platform to boost your operations.
Join us in this episode as Platform Services Chuting Li explains how to customize message templates in Bectran. Learn how you can enhance customer experience by tailoring automated messages to fit your business’s brand and goals.
Do you have a topic you want to hear our take on? Let us know by emailing us at producttalk@bectran.com.
Below are some highlights from the conversation.
Q: How does Bectran assist with automated messages and reminders throughout the entire order-to-cash process?
Bectran offers a lot of automated message communications to our end customers—which will be your customers—including all the credit parts from email app links to also approval emails and also decline emails. On the AR side, we have a lot of collections emails and also account statement monthly [emails], and invoice emails as well. So, this helps ensure that both the company and the customers are informed at each step of the order-to-cash process, so you will not need so many manual follow-ups and back-and-forth communications. So, that really helps enhance efficiency in your daily workflow.
At the same time, I really enjoy [that] we can really proactively communicate with the customers and you can include a lot of branding stuff into the message templates and communicate those with the customer.
Q: What aspects of these automated messages can businesses customize to fit their brand and goals?
You can configure and customize various elements of [the] message templates, including all the language you want to use, all the verbage, and also branding elements if you want to include logos or colors. You can make it orange and any color you like, and also [add] your branding image, and also content specific to your customer segments as well, and also the timing of the messages you can also choose, and also which customer you want to send out the email [to] you can also choose as well. So, this kind of flexibility really allows you to know “OK, what kind of communication strategy do we want with overall our brand strategy, and how can we set up our branding image through Bectran’s message communications?”
Q: In your experience what challenges do users face while creating message templates and planning an automated communication strategy for their business?
One of the biggest challenges I've seen is internally [with] different stakeholders [and] how you can really manage [conflicting ideas]. Some message templates, you want to have the legal team take a look at [them], also probably the marketing team [to make] sure [the message templates are] aligned with their branding image. So definitely when you have a lot of different teams, part of it you will get into “Who is going to make the decision?” or “What is going to be the final version?” So, Bectran has been really a part of this process. So, we basically will work with the legal team, we work with the marketing as needed, and we will make sure they understand how the flow works in Bectran. And I feel like in most cases, once the internal team starts to realize “OK, what is the user flow, and when does the customer receive this email, and what action will they take from this?” they start to visualize how this email can be a part of the branding image, marketing purpose, or the legal communication. And they start to be like “OK, we want to be a part of it.” And they start to take ownership of the project and they want to make more progress on the project. And that's when we start to see we are making a lot of progress in this project and everyone, every team is working and collaborating together.
Q: Is there anything else that you’d like to add?
I would say really give it a try, [and] have an open mindset because I know some customers, they are not really using message templates, but [it’s] a very good way [to] communicate with your customers while you are still using third-party software. But actually, you are using Bectran to communicate with your customers. So, taking that ownership [and] having that mindset, you can really build your business bigger.
If you want to see how Bectran’s payment portal can optimize the payment process for your business, schedule a demo today or contact us at info@bectran.com.
