Our Process Model -

Our Streamlined CCM and CX approach

At Hexcen, we streamline the delivery of Customer Communication Management (CCM) solutions with a structured, secure and efficient approach. You provide us with the essentials; your Business Rules Document (BRD), data files, output requirements and design assets and we handle the rest.

Here’s how our end-to-end process works:

• 1Data Acquisition & Security
  • Retrieve data from secure sources such as SFTP, APIs and cloud repositories, using agreed-upon protocols to ensure confidentiality, integrity and compliance.
  • We can work with multiple data structures and mixed formats including XML, CSV, JSON, Excel, TXT and even unstructured data. see Data Driven Section
  • Files can be supplied at the beginning of the project or updated at any time before final production; our process is flexible enough to accommodate changes throughout.
  • Maintain rigorous end-to-end data security and audit trails throughout the process.
• 2Data Validation & Quality Assurance
  • Conduct initial data quality checks to identify inconsistencies or missing information.
  • Generate exception reports highlighting non-conforming records and communicate them for resolution.
• 3Centralised Business Rules Application

  Apply all your business rules as defined in your BRD; in a single, centralised layer. This ensures consistent logic and output across all multi-channel delivery formats, including email, SMS, digital statements and print. Updates to rules are applied once and reflected instantly across all delivery channels, reducing manual effort and minimising risk of inconsistency.

  • Accelerate change management with one-touch updates that instantly propagate across all communication outputs, improving efficiency and governance.
• 4Data Transformation & Analysis
  • Apply calculations, logic and business rules as defined in your BRD.
  • Perform data analysis and segmentation to meet your targeting and communication matrix requirements.
  • Validate output against edge cases to ensure robustness of logic and accuracy.
• 5Address Processing (for Print & Mail)
  • Standardise and process address data in full compliance with Australia Post standards, optimising for delivery accuracy and cost-effectiveness.
• 6Document Composition
  • Compose mono or multi-channel communication materials using our enterprise-grade composition platform (e.g. Quadient Inspire).
  • Adhere strictly to supplied design assets, layout specifications, branding and accessibility requirements.
• 7Sampling & Review
  • Generate sample outputs based on real data covering various data scenarios, segments and exceptions. Incorporate revision feedback and iterate until you approve the final design and logic.
• 8Final Production Outputs & Delivery

  We produce and deliver your communications in your preferred format(s), aligned with your output specifications.

Email Delivery:
• Personalised emails sent using a SPAM-compliant gateway designed to maximise inbox placement and ensure high deliverability.
• Optional: Attach personalised individual PDFs.
• Optional: Maintain a complete archive of sent communications for internal reference, customer support or regulatory compliance.
• See Email Solutions.....
Print & Mail Delivery:
• Generate print-ready files with page-level barcodes, tray assignments and stock instructions as per mail-house or print service provider requirements.
• See Print & Mail Solutions.....
SMS Delivery:
• Broadcast personalised SMS messages using our secure SMS gateway.
• See SMS Solutions.....
Social Media Notifications:
• Deliver updates through integrated digital and social media channels.
• See Multi-Channel Communication.....
HTML Interactive Statement Delivery:
Deliver personalised, individual digital statements; embedded in responsive HTML and enriched with interactive touch points; designed for clarity, engagement and seamless customer experience across all devices.
• Transform traditional PDFs into interactive HTML documents that adapt seamlessly across desktop, tablet and mobile devices.
• Enable dynamic data presentation, expandable sections, clickable summaries and embedded charts or visuals for an enhanced user experience.
• Empower customers to take action directly within the interactive statement; such as accessing payment portals, updating preferences, or downloading transaction history; while maintaining full security and compliance.
• Custom branding and design aligned with your artwork specifications to maintain brand consistency across all customer touchpoints.
• See Microsite Applications.....
PDF Copies:
• Preserve individual PDF copies of complete customer communications for operational transparency, compliance and service continuity.
• See PDF Solutions.....
• 9Post-Delivery Feedback & Optimisation
  • Collect and review stakeholder feedback from live deployments.
  • Implement any refinements or enhancements as required.
• 10Automation for Ongoing Communications

  For recurring or scheduled communications, we fully automate your project workflows, enabling faster turnaround, reduced costs and consistent quality.