4 Ways SmartPath Helps Unlock the Power of Omnichannel Orchestration
By Scott Draeger, SVP of Product Marketing and Vertical Solutions at Smart Communications
Leading organizations look to Enterprise Forms Automation, Customer Communications Management (CCM), and digital archiving technology from Smart Communications to improve data collection experiences, customer communications, and digital storage and retrieval. Critically, enterprises require innovative solutions to build and maintain lasting customer relationships in the most regulated industries.
With the April launch of SmartPATH™ in North America and the acquisition of Pendula in August, Smart Communications expands the digital delivery and omnichannel orchestration available in Conversation Cloud™.
In this article, we look at four ways SmartPATH will help your organization prepare for the future by harnessing the power of omnichannel orchestration.
1. Accelerates Digital Delivery with Omnichannel Capabilities
SmartCOMM™ and SmartIQ™ clients are accustomed to rapid implementations for customer communications and data collection elements of critical business transactions. Integrating technology often gets trapped in an endless project queue for backlogged IT teams. SmartPATH accelerates projects by adding email, SMS, and other delivery options that move you into production without delay, which is critical in a time when the world moves faster than your IT backlog can handle.
While SmartPATH’s ability to deliver email and SMS to compresses project timelines, it is also ready to improve your conversion rates, offer self-service options, and impress your executives. SmartPATH launches new SmartIQ and SmartCOMM experiences for your prospects and customers at key moments in key channels.
Saurabh Raj from QKS Group considers how orchestration allows SmartPATH to bolster customer engagement, “By embedding AI-driven decisioning, channel failover, and guardrail-based automation directly into the Conversation Cloud™, Smart Communications can now move beyond document generation into orchestrated, two-way customer engagement.”
2. Improves Customer Engagement with Omnichannel Communication
Improve your conversion rates by incorporating gentle omnichannel nudges that remind prospects to complete an important step in their journey: Invite them to complete their onboarding, answer those extra questions, upload a photo or document, or eSign a document. SmartPATH brings together processes that turn prospects into customers, streamlining processes usually designed, owned, and maintained by multiple teams with separate budgets.
When your message needs to be delivered, SmartPATH makes sure it reaches the recipient with capabilities like omnichannel channel failover, multichannel delivery, and fail to print. If a customer doesn’t respond to their preferred channel, SmartPATH fails over to the next best channel, until the message is delivered.
As a part of the Conversation Cloud, SmartPATH listens as well as it delivers, allowing for interactive responses that improve self-service adoption and reduce customer effort. This omnichannel approach ensures customers are continually engaged, boosting the likelihood they’ll follow through on critical actions across different channels.
Omdia’s Mila D’Antonio posted about the acquisition of Pendula, “This isn't just about adding features — it's about enabling enterprises to move from ‘multichannel’ to truly agentic, outcome-driven engagement at scale.”
3. Streamlines Onboarding and Data Collection
SmartIQ™ users typically start a process with an email, SMS message, or a link. Now, SmartPATH kicks off SmartIQ processes at scale that invite clients via SMS or mobile communications. With SmartIQ’s device-agnostic experiences, SmartPATH invites them to complete the experience on their preferred channel, leveraging SmartIQ’s multibrand feature to deliver responsive experiences.
SmartPATH not only helps streamline onboarding but also enhances the data collection process. By reaching customers on their preferred devices and channels, the process becomes faster and more efficient, improving both customer satisfaction and data accuracy. If a customer abandons an experience, SmartPATH is there to get them back on their journey with specific reminders to reengage, provide the necessary information, and complete the transaction.
Aragon Research’s Jim Lundy sees SmartPATH as, “The race to automate customer communications has taken on a new sense of urgency in the AI era. Smart Communications acquisition-of Pendula-provides an enhanced set of omni-channel capabilities, including the addition of Agentic AI Agents which will help teams be more productive.”
4. Enables Seamless Handoff Across Omnichannel Touchpoints
Many SmartCOMM™ clients are rapidly executing digital transformations, delivering expertly-designed omnichannel customer communications while reducing the complexity, coordination, and expense required to create better experiences. SmartPATH can either leverage your email and SMS gateway or supply key services to bring digital delivery, omnichannel failover, and multichannel communications to the CCM workflow.
Organizations with advanced digital transformations often use SmartIQ early in customer journeys to streamline onboarding and data collection experiences required to convert prospects to customers while collecting information completely and accurately. Later in the customer journey, they use SmartCOMM to deliver omnichannel customer communications to welcome the client, deliver critical communications, and secure renewals.
As part of the SmartPATH journey orchestration, clients can even leverage Smart Communications’ digital archiving solution, SmartHUB™, to store these communications—and instantly retrieve them down the line to reduce customer interaction times and improve satisfaction.
Kaspar Roos, founder of Aspire CCS, sees how SmartPATH elevates experiences throughout the customer lifecycle, “Smart Communications can accelerate beyond static document generation to deliver conversational customer experiences that enable real-time, intelligent engagement throughout the entire customer lifecycle.”
SmartPATH connects these experiences to ensure that your internal handoffs go unnoticed by your customers through smooth integration, scalable omnichannel designs, and easy connections within the Conversation Cloud.