Jack McDonald, Chairman & CEO
The mass movement to mobile has happened at such a pace that it’s left marketers with figurative whiplash. The trend began gaining momentum with the advent of smartphones and quickly accelerated over the past several years. For many companies, mobile has become the preferred channel for their customer base, with more than half of their e-commerce transactions taking place on mobile devices. The transition (from desktop or even in-store to mobile) happened so suddenly that marketing departments struggled to keep up and adopt the new tools and mindsets necessary to market to these mobile consumers. These companies are scoping for an effective management platform that will help bridge the gap.
Backed by 10-years of experience, Upland Software Inc. has evolved to the modern marketer’s roles and responsibilities. The company is assisting marketers in adopting digital technologies to align with the latest trend where consumers spend almost their entire time online purchasing products in the wake of COVID-19. Upland provides cloud-based enterprise work management software. The company offers software applications that enable organizations to plan, manage and execute projects and work.
Upland provides enterprise knowledge management software for better support that improves agent-based and self-service support with AI-powered knowledge management software. Besides, it creates a knowledge-sharing culture that delivers a better customer experience. Through the software, clients can enable every member of an organization to access a central repository to contribute and retrieve support knowledge. Clients can also integrate seamlessly with existing software in an environment and deliver all the enterprise knowledge in a single view. Besides spreading the knowledge, it also supports a user to deliver a meaningful multi-channel user experience by combining AI-enabled search, user-friendly interfaces, gamification, and federated content across multiple sources to ensure the ultimate customer experience. Users can also empower their agents by equipping them with the knowledge they need.The solution combines innovative technology with expert strategy and methodology for account planning, opportunity management.
With Upland, clients can drive organizational efficiency and increased satisfaction by facilitating effective knowledge sharing, streamlining workflows, and enhancing efficiency. They can also drive engagement by keeping their in-house gaps in the knowledge base. The software also provides interactive dashboards that offer insights into the health of the knowledge base and provide information on knowledge base usage, effectiveness, and adoption. Advanced search algorithms help identify the best knowledge for the user from one session to the next, automatically staying on trend with the latest most popular answers.
Furthermore, the software also empowers clients to easily create, manage, and share knowledge among their employees, agents, and customers and watch their productivity levels soar. Upland provides a portfolio of solutions to provide clients with all the tools to kick start their mobile marketing aims. For sales optimization, it provides an account planning software, Altify.
With Upland, Clients Can Drive Organizational Efficiency And Increased Satisfaction By Facilitating Effective Knowledge Sharing, Streamlining Workflows, And Enhancing Efficiency
It further helps in aligning clients’ revenue teams to deliver value with every customer interaction and drive account success.
While Altify optimizes sales, InGenius’ computer telephony integration fuels efficiency, so clients can increase agent productivity and earn happier customers with a seamless connection between their CRM and business phone system. In addition, they can drive more successful service and sales with a simple, smooth integration that supports unique and complex contact center workflows. It also helps standardize contact center best practices across teams and empower the agents to get more done—without ever leaving your CRM.
Upland also provides Cimpl, a telecom expense management software that tracks telecom inventory and services and manages costs across clients’ enterprise with one centralized TEM product. With Cimpl, clients can break down inventory and services for all your fixed wireline and wireless spend and easily identify opportunities to save. Further, they can capture every component of the enterprise telecom and mobile inventory and services in one central, consolidated system. Another solution, InterFax, is a cloud-based fax service for secure delivery. Clients can transmit documents at volume to anywhere in the world while adhering to global data security standards. They can send and receive faxes online through your email, the native web interface, mobile, and other scanning devices. Further, they can use upland’s developer fax API to fully integrate secure, auditable cloud fax, with no up-front investment or ongoing maintenance. For analytics, upland provides Localytics, a mobile app marketing and analytics software that delivers personalized mobile app campaigns that boost engagement, allowing clients to connect with customers on a deeper, more meaningful level. Through this software, clients can know customers inside and out with powerful app and mobile analytics to deliver the brand experiences customers want and value. Further, they can also craft campaigns personalized with in-app and external customer data.
In a case study, Busy staff at Texas A&M’s Legal Clinic relied on traditional methods of communication, using their department’s MFP and fax machine to send and receive student information for registrations and student records and client information for cases they work on in their clinic. Their current method not only relied on physical hardware that required regular maintenance and telecom infrastructure, but the information they were transmitting needed to align with data privacy standards like HIPAA to ensure that student and staff member’s personally identifiable information (PII) was secure. And they needed technology that could be accessed from anywhere by staff in the office or working remotely. With Upland, the client established safe, HIPAA compliant and communications that ensure data privacy. This provided instant access to cloud fax while working remotely and increasing customer service level to students. Further, it also improved efficiency for busy staff. In another use case, with the help of InGenius, The Real Estate Institute of Western Australia (REIWA) has been able to drive operational efficiencies, deliver a superior contact center experience for both members and employees, and facilitate data-driven decision-making. InGenius has also become invaluable to REIWA’s business continuity plan, allowing the organization to seamlessly transition to remote working when the COVID-19 pandemic hit.
Marching ahead, upland is looking forward to expanding its operations in Asia, Europe, and the Asia Pacific. Furthermore, the firm has invested in R&D to further improve its software.