Smart Communications Presents Inaugural SCALE Awards

PNC Financial Services, John Hancock and Blue Shield of California Honored for Excellence in Customer Conversations

London and New York – October 19, 2017 – Smart CommunicationsTM, the innovator in customer and business conversations, today announces the recipients of its inaugural SCALE awards, presented to three customers during its recent INNOVATE 2017 conference. The awards, which honor excellence in delivering meaningful customer conversations, were presented to PNC Financial Services, John Hancock and Blue Shield of California. These companies, along with hundreds of others, use Smart Communications to enable accurate and personalized conversations with their customers.

Specifically, the three SCALE awards recognized:

Best in Class Enterprise Implementation of Customer Conversations Management: This award was presented to PNC Financial Services. As part of its digital transformation efforts, the Smart Communications implementation is now a Center of Excellence for all correspondence within PNC Financial Services, enabling consistent branding, a 60-90% template reduction and faster time to market—while also reducing costs.

Best Innovation: Customer Conversations in Insurance: John Hancock received this award based on its development of a customer portal using SmartCORRTM for Salesforce, which increased customer retention and reduced the time it takes to generate a communication from 8-10 minutes to several seconds.

Best Innovation: Customer Conversations in Health Care: Blue Shield of California received this award based on the results of its cloud-based implementation. It has enabled the company to rapidly scale to more than 3,000 internal users and has reduced its change cycle from 6-8 weeks to just 10 days.

“We are proud to showcase the fantastic accomplishments of PNC Financial Services, John Hancock and Blue Shield of California as this year’s SCALE winners,” said George Wright, CEO of Smart Communications. “These three customers underscore the role that superior, digital-first technologies can play in scaling personalized and relevant communications.”

In addition to highlighting these three customer programs, INNOVATE 2017 also featured other Smart Communications customers who shared their success stories as presenters and panelists. The conference took place on three continents over the course of two months and brought together the leading enterprise organizations in healthcare, financial services, insurance and other key industries committed to scaling better customer conversations.

About Smart Communications

Smart Communications™ helps the world’s largest enterprises simplify their customer and business communications – while making those communications do even more. In 2004, we pioneered the new generation of CCM solutions, and today we’re still leading the industry as the only cloud/hybrid-cloud solution in the Gartner leaders’ quadrant. Smart Communications customers rely on our team for the undivided attention of the only independent company 100% focused on enterprise CCM. No one does more to simplify template management and put so much control in the hands of the user. That’s why more than 300 global brands – many in the world’s most highly regulated industries – rely on us to scale the conversation.

Smart Communications is headquartered in London and serves its customers from offices located in North America, Europe, and Asia Pacific. The company offers a range of solutions including SmartCOMMTM, SmartDXTM, SmartCORRTM for Salesforce, and SmartCaaSTM for Partners. To learn more, visit