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Getting Started with the DataMotion Secure Message Center API – Session Keys and Sending a Secure Message 788 311 Jose DeLavalle

Getting Started with the DataMotion Secure Message Center API – Session Keys and Sending a Secure Message

4 Minute Read

In this blog series, you’ll learn how to use the DataMotion secure message center APIs. We’ll start with the basics of getting a session key and sending a message, then explore a wide range of additional functionality. To make this series quick and easy to follow, we’ve broken it up into a few, easy-to-consume parts. This first part should only take you a few minutes, so you can start brewing a pot of coffee and celebrate with a fresh cup when your code is done.

For those who aren’t familiar with this family of DataMotion APIs, they make implementing modern secure document and message exchange in your mobile apps, portals, and workflows easy and fast. It’s a win-win – you get the secure features you need while having extra time to focus on other features that make your app best-of-its-kind.

There are many use cases where our secure messaging APIs have saved the day, ranging from enabling client to advisor exchanges in wealth management apps, to the exchange of medical results for clinical trials. Now, customers can say goodbye to muzak on hold, stamps, faxes or trips to see their advisor. Instead, they’ll be saying hello to securely getting business done in record time.

Now that you have a better understanding of what these APIs can do, let’s begin with the first part of this tutorial. We’ll start with showing you how to get a session key and send your first secure message directly from the “How Do I?” module in our self-service center.

First Things First...

There are a couple of things you will need to confirm prior to diving into this tutorial. First, in order to get a session key and send your first message, you must be signed up for a DataMotion developer account. If you don’t have one yet, you can fill out the form that pops up to “Create a DataMotion Account” when clicking the “Login” button at the top right corner of the self-service center. Upon completion of this form, you’ll begin a free 120-day trial of our secure message center APIs and you’ll be ready to move on to the rest of this tutorial. So, let’s get started!

Create a DataMotion account free trial sign up form

Get a Session Key

Before calling any of the functions in this suite of APIs, you’ll need to get a session key. A session key verifies a user’s account credentials, so the system knows it’s actually them when making API calls. To get a session key, your users will enter their UserIDorEmail and Password. In this example, use the ones that you established when creating your developer account and enter them into the body of your HTTPS request. Then click the Submit button.

How to get a session key for the secure message center API using your UserIDorEmail and Password

A successful response will return a 200 Status Code with a Response BODY:

Sample of a successful session key response body. Including a 200 OK status code and your session key

To keep things secure (that’s what we do), this session key will expire after 30 minutes of inactivity on an account.

It’s important to take a quick step back to discuss this process of getting a session key in a little more detail. For the purposes of this tutorial, we asked you to simply input your UserIDorEmail and Password. However, this isn’t the only method to verify your identity with our services. We also support single sign on and integrations with public or private identity providers, such as SAML, to establish and verify a user’s identity.

Send a Message

Now that you have a session key, keep it handy. We will be adding it as a custom header value to every other DataMotion secure message center API call we make. Alright, so let’s send your first message.

Using the same “How Do I?” module, you’re going to move down to the tab labeled “Send a Message.” First, to make things easy, you’ll notice that the “To” and “From” fields are already filled out for you using the email address associated with your DataMotion account. All you’ll need to do is fill out the Subject and the TextBody, then click Submit to send your message.

Sending a message with the secure messaging API with test subject and test text body

If your secure message sends successfully, you will receive a 200 status code along with your message ID and the message expiration date. Because the “To” field was pre-populated with your email address, you will receive a message waiting notification in your inbox. A successful request will look similar to the following:

Sample response for a successfully sent message with 200 OK status code, MessageID, and message ExpirationDate

What's Next?

Take a bow!  You’ve successfully gained access to the API, established a Session Key and sent a message. It’s a great time to treat yourself to that fresh cup of coffee!

You’re now ready to move on to the next step. In the next part of this blog series, we’ll show you how get your message summaries and how to read a message.

In the meantime, you can read up on our Get a Session Key and Send a Message documentation for the secure message center APIs in our developer center.

If you haven’t already, try it out for yourself using our “How do I?” module in our self-service center!

Try it Out
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Fostering a Strong Customer Relationship: Meet Joe Morini, Our New VP of Sales 723 285 Joe Morini

Fostering a Strong Customer Relationship: Meet Joe Morini, Our New VP of Sales

Over the past few months, we’ve continued to work on building the DataMotion Team, a key element in providing our customers an excellent experience and great, new products and services. That being said, we’d like everyone to take a few minutes to meet our new Vice President of Sales, Joe Morini! In this interview, you’ll learn a little about who Joe is, what his role at the company will be, what some of his goals are, and how he plans to foster and maintain strong relationships with each of our customers and prospects. So, without further ado, let’s meet Joe Morini!

Hi Joe, can you please introduce yourself and tell us a little about why you’re excited to join the company?

Joe Morini: My name is Joe Morini and I currently reside in Philadelphia. I’m very excited to join the team at DataMotion for a few reasons. The first is that the company is involved in the messaging space. While it’s a mature space, it is constantly evolving and there is always something new in this area. So, it’s very exciting to be directly involved with this and to play a part in the future of communications for organizations in regulated industries. Also, from what I’ve seen and heard, DataMotion has really good people that seem to stay out in front. So, I’m very excited to be involved.

We’re excited to have you here. Can you talk about what your short-term goals are, maybe something you hope to accomplish within the first three months of being here?

Joe Morini: Well, the immediate short-term goal is to fill headcount in the sales organization. So that would be my immediate goal. And the other immediate action, another short-term goal, is to talk on the phone to as many customers and partners that I can in the first 30 days. I think that it’s really important to understand how customers are using us as a solution, and how partners view us in their portfolio. So, it’s hiring, building the organization, talking to customers, talking to partners, and really beginning to establish trust and a relationship with each and every one of them. Those are some 30-day, short-term goals that I outline everywhere I go.

Okay, those sound like good, actionable, short-term goals. Branching off of that, what would be one of your long-term goals? For example, something you hope to accomplish within a year from now. If possible, can you share how you plan to achieve that goal?

Joe Morini: A longer term goal is to continue to build the organization and to build revenue. That’s what a Vice President of Sales does is build revenue, that’s their main function. So, the long-term goal, meaning a year from now, I’d like to have at least double the size of new net label revenue, and double the amount of people in the organization. Doing this, enables us to not only be successful, but we’ll also further our capability of helping our customers succeed. The more resources and revenue we have, the more we can continue to further elevate our products and support. So, this is kind of a win-win for us and our customers. We grow the organization and their experience with us only continues to get better. Understanding how we’re going to do that is obviously having a plan for how we’re going to get there, and to learn and adjust as we go. I have a plan that I’ve used throughout my career in growing revenue through process, sales process and operational process, processes that have become repeatable and predictable. Those are the things that you strive for.

So, obviously you’ll be working with customers and prospects quite a bit in your role. With this in mind, what would you say is the most important thing for you when working with a customer or a prospect?

Joe Morini: You know, I think the first thing is to let them know we’ll be a true business partner. In today’s environment, making sure that it’s a partnership makes us both successful. As a partner there’s an understanding that you’re going to support them and make them successful. So, it’s really about serving their needs, how can we help them with their business needs and what can we do to help them succeed. Because when it comes down to it, when they’re successful, we’re successful. So that’s one thing I want to make sure that we communicate, that we’re really going to continue to establish that partnership and that relationship with each of them.

All right, so one of your goals then would be to really make it clear to customers that we want you to be successful and we’re going to work with you to make that happen – that sounds like a great goal. So, now let’s move on to a few fun questions. What would you say is your top business-related accomplishment that you’re the proudest of?

Joe Morini: So, my first accomplishment that I’m proud of would be when I was at a company called Websense in the early days of cybersecurity and I helped to grow the company to a sizable amount, about $120 million revenue and a public offering. And then the other accomplishment would be recently when I worked at an Israeli cyber company, called Cognigo, and I helped them to be acquired by NetApp. So those are probably two of my standout business accomplishments that I hold near and dear because I was working with good people, we had good technology, and a lot of good, hard work went into both of them. So, that is a pretty fun question – work is kind of my hobby, so I like that question.

Well, it’s funny you say that because the next question is actually stepping away from work. This next question is what is your favorite thing to do when you’re not working?

Joe Morini: Yeah, so spending time with my wife and my family, spending time at the beach in Sea Isle City, New Jersey, and working out, those are my highlights when I’m not working.

Okay, that sounds like a nice way to spend your time when not working. Now, for this next question, if you could have any superpower, what would it be? And why?

Joe Morini: Wow, that’s a good one. I don’t think I’d want a superpower. Mainly because I wouldn’t know what to do with it. Unless it’s for good. Right? I can only do good with it.

All right, that’s a very fair point. So, for this next question, is there anything else you would like to share, business-related or personal?

Joe Morini: So business-related, one of my goals once COVID starts to lift is to be able to get out there again, meet face-to-face with customers and prospects and find out from them firsthand what it is that they really need to solve right now. It’s really to have those conversations, to be with people again, and, as funny as it sounds, it’s even to wait in an airport when your flight is cancelled again. I long for that. So, I guess, going back to your question about superpowers, my superpower would be to be a virus killer and to just be able to get rid of all of these nasty viruses that are hanging around so we can all go back to meeting with people and establishing more partnerships and relationships.

So, branching off of that, is there a message that you really want our customers and prospects to know? If you had to pick one thing that you wanted them to know, coming from you, as a new person at DataMotion, seeing things with fresh eyes, what would that be?

Joe Morini: We have very strong products here at DataMotion. Between the products and the people, we’re a great company to partner with. What I want them to know is that we’re a good partner, we’re going to partner with you, and I sincerely mean that. Because especially in today’s business world, a partnership is hard to come by and once you have it, you want to keep it.

Key Takeaways:

  • Joe believes that establishing strong customer and partner relationships is the key for both parties being successful.
  • Joe will be on the phone talking to each of our customers and partners and, once COVID is over, he wants to be out there, meeting with everyone in person.
  • Joes had some pretty big accomplishments in his career, growing a company to a $120 million revenue and a public offering and helping a cyber company get acquired by a large cloud data services and management company.
  • In his free time, Joe likes spending time with his family, working out, and vacationing in Sea Isle City, New Jersey.

How else are we improving our customer’s experience with us?

Find out what’s new at DataMotion for 2021!

Find Out Now
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SaaS vs. PaaS: How to Choose What Type of Secure Exchange Solution Is Right for You 788 309 Christian Grunkemeyer

SaaS vs. PaaS: How to Choose What Type of Secure Exchange Solution Is Right for You

When searching for a secure document, messaging, or email solution, you’ll probably find yourself trying to decide which is right for you and your organization – a software as a service (SaaS) solution or a platform as a service (PaaS) solution. Or, as we like to ask, do you want to buy a pre-built service, or do you want use APIs (application programming interfaces) from a trusted secure exchange API company to build it into your existing or new apps, workflows, or portals?

In this blog, we’ll guide you through the process of how to decide which option is right for you. Starting with an overview of your options, who each option is best suited for, and the benefits of each. By the time you finish this blog, you should have a better understanding of which direction you should be heading.

SaaS vs. PaaS

Before we begin, it’s important to define exactly what a SaaS solution is vs. a PaaS solution. So, let’s get started. 

A SaaS solution is defined by InfoWorld as “A software distribution model in which a service provider hosts applications for customers and makes them available to these customers via the internet.” In other words, these types of solutions are already pre-built for you – no coding experience is required. Traditionally, this is how most standard email encryption processes are offered. These pre-built solutions make it easy for any organization, large or small, to enable the secure exchange of things like messages and documents for their employees and customers.

PaaS solutions, on the other hand, are defined by InfoWorld as a “type of cloud computing offering in which a service provider delivers a platform to clients, enabling them to develop, run, and manage business applications without the need to build and maintain the infrastructure such software development processes typically require.” The solutions typically involve the use of APIs and other connectors to integrate certain functionalities into an existing or new system. Most often, developers and software engineers are the most likely to use these types of solutions.

The Benefits of a Pre-built, SaaS Solution for Secure Exchange

Now that you have a better understanding of what each type of solution is, it will be helpful to clearly lay out the benefits of each, starting with pre-built solutions for securely exchanging documents and messages.

These types of solutions are well suited for any business, from small startups to enterprises, who may not have the time, resources, or development team to build secure exchange into their solutions themselves. Instead, they’re looking for something that was already created for them, that can be easily implemented and maintained. Pre-built solutions check off each of these boxes while giving businesses peace of mind that any updates, bug fixes, or product enhancements will be handled by the service provider. Because these types of solutions are accessed via the internet, they can easily be used on desktop or mobile devices so you, your employees, and even customers can securely send and receive documents from the office, at home, or even the supermarket.

Not only that, but some pre-built offerings also give the option to integrate with existing or new systems. Think, single sign-on, toolbar plug-ins, or encryption seamlessly added into the backend of your existing email client, so your users don’t even notice it’s there, and more.

Overall, these pre-built solutions are great for those looking to accelerate their business processes and boost customer trust with more secure, trustworthy, and easy-to-use methods of communications. Because these solutions typically follow a monthly or annual pricing model, both large and small businesses can enjoy the benefits of pre-built secure exchange while only paying for the features they need.

The Benefits of PaaS Solutions & API Integrations for Secure Exchange

So, you’ve learned a little bit about ready-to-use pre-built solutions. But what if you already have your own application or maybe you’re building out a self-service portal and want to add secure messaging functionality directly within it. If you’re looking for a simple way to extend a secure experience in a truly native, natural, and integrated way across your apps, portals, and workflows, then the use of APIs and connectors might be better suited for you.

As compared to pre-built solutions, this method for implementing secure exchange requires coding and development experience, making it well-suited for software developers, vendors, or system integrators. Not to mention, utilizing APIs and connectors to add these secure functionalities into your systems is an especially attractive alternative when considering building a solution yourself. Rather than building out every feature yourself, you can take advantage of API integrations for some of the features that are not part of your business’ core competencies, such as secure messaging and document sending in this instance.

Let’s dive into that last point a little bit more. By utilizing APIs for secure exchange from a company that already specializes in message and document security, you’ll see faster development times and increased cost-savings than you would if you were to do it all yourself. This is largely due to the fact that by buying your APIs for tasks like managing users, provisioning, sending and receiving secure messages, and more, you eliminate the need to build this extensive ecosystem. What else? You can be confident that your new secure messaging functionalities were built on a robust platform by developers and engineers who have taken the time to ensure that the APIs you use will meet the third-party certifications you need to comply with regulations.

So, Which is Right for You?

Well, to be completely straightforward, it depends. Both options are solid choices, but it ultimately depends on your organization’s needs and resources. If you’re looking for a solution that requires minimal resources and maintenance on your end while still providing you with features that suit your organization’s needs, then a pre-built, SaaS solution would probably be better suited for you. On the other hand, if you’re a developer, software engineer, or system integrator and you want to add-in secure messaging functionalities to the app or portal that you’ve built, then using APIs and connectors would be ideal for you.

At DataMotion, we offer both of these options so you can choose the one which best fits your needs. Both our pre-built bundles and our API solutions were designed so you can have maximum security without compromising your experience. All of our options are scalable to your business needs and we offer a variety of integrations so you can add secure exchange in the systems you want in the way that’s best for you. Try them out for yourself by testing out one of our pre-built bundles or our secure message center APIs now.

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Blasting off into a New Year 1024 404 Bob Janacek

Blasting off into a New Year

Welcome to the new  We invite you to take a tour through the site.

We are thrilled to announce the launch of the next generation of DataMotion. We had two primary goals: 1. to create a site that better reflects our position as a leading provider of APIs and pre-built solutions for secure data exchange, and 2. to create a better, more intuitive experience for finding information, and trying or buying our services.

You can now quickly find information about our APIs and pre-built bundles through articles, case studies, how to videos, documentation and libraries. When you’re ready, easily try out our services at no charge via our new customer self-service center. To simplify the buying the experience, we’ve created new service bundles, starting with a free bundle for personal use, to ones designed for individual professionals, teams and large enterprises. And we are showing you what each service costs – right up front.

For our existing customers – no worries – the solutions you are currently running are now a part of one of the bundles.  You might see some with a new name – for example SecureMail is now called secure mailbox and is included in all bundles. When you come to the site to login, you will now see three options: one to go to your Secure Message Portal (SecureMail), one for Direct Secure Messaging (portal) and one to access your self-service Customer Center. Just pick the service you already have and log in like you usually do.  Any questions – just get in touch with your account representative or contact support.

We hope you find the new site easy to access and navigate.  And we’re just getting started.  2021 will bring even more great ways for you to do secure, remote, digital business with your customers and partners.  We look forward to making these available to you in the coming year.  So, stay tuned, sit back, and explore!

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What is Angular (and Why Are We So Excited About It?) 1024 404 Jose DeLavalle

What is Angular (and Why Are We So Excited About It?)

If you’re a software engineer or you do any work in the information technology field, then you’ve probably heard at least one person talk about Angular. If you use it for your own sites or have simply read all about it and are well-versed on the framework, then you might even join the conversation and begin excitedly discussing all of its pros and cons. But if you’ve never heard of it, or you’re not too familiar with Angular, then trying to listen to and engage in that conversation can be pretty complicated. You’ll probably spend most of your time thinking “what even is Angular and why does everyone seem so excited about it?”

What is Angular?

Well, to take the definition directly from Angular themselves, it’s “a platform and framework for building single-page client applications using HTML and TypeScript… It implements core and optional functionality as a set of TypeScript libraries that you import into your apps.”

If you’re a Software Engineer, then that definition probably made a lot of sense and you can skip to the next paragraph. If you’re not a Software Engineer, then you’re likely left thinking “that’s great, but what does that mean?” To put it simply – Angular is a framework that helps software engineers create applications that eliminate the need to do a full refresh of your browser every time you need to switch pages. Because of this, sites built using Angular allow their users to quickly switch to the next part of the site that they would like to view, without having to spend a long time waiting for it to load.

So, besides this obvious benefit of faster loading times, what are the other reasons people seem to love Angular?

What are the Benefits of Angular?

If you go on the Angular website, there’s a plethora of features, benefits, and information about their platform to look at. We could just list all of these and give you links to click on, but that’s not quite as interesting and you could find all of that information yourself by simply searching for them online. Instead, the DataMotion Software and Support Engineers and I who use Angular every day pulled together some of our favorite benefits of the framework. So, let’s get started.

  1. It’s easy to prototype a site

It makes sense that the first benefit listed is related to your starting point when building any site – creating your prototype. The Angular command-line interface (CLI) allows you create a basic Hello World Single Page App in merely seconds. This is possible because the framework makes it easy to boiler plate a new application. Meaning, you can easily reuse code for multiple applications, such as the code which provides the basic framework of your site.

  1. The Angular framework provides an excellent experience for developers

When building a new site, or even modifying an existing one, you’ll probably be making a lot of iterations as you perfect it for your end-users. This could mean that as you fix one thing, something else breaks in the process. Rather than making several changes at once and then finding out that there’s an error, Angular allows you to see the changes that you make instantly, meaning, if you make a mistake, you’ll figure this out right away and you can easily fix it. Ultimately, this saves time and helps us create a better site.

  1. There’s no need to re-invent the wheel

It’s kind of silly to spend a lot of time writing new code for a material design component when someone else has already created one that works. As stated by one of our engineers, one of their favorite things about Angular is the community of open-source projects and libraries that engineers can leverage during development. With Angular, we have the ability to quickly insert basic components and then spend our time focusing on all of the features that make our applications, unique.

  1. It’s easy to set up routing between components

When creating a site, it’s important that your users can easily switch between pages, or “views.” In the past, this would require that the routing mechanism go back to the server to retrieve the next page. However, with Angular the routes are all client side. Meaning, everything is loaded into the Angular app, making the entire user experience fast and responsive. In addition, Angular provides an easy way to set up this routing between components. You can take a look yourself at how easy it is by viewing Angular’s documentation (which we’re all pretty impressed with) and by testing out a live example on their site.

  1. Angular is constantly optimizing and improving their framework

The final benefit of Angular is that it is constantly being improved due to Google developing and maintaining the framework. Any bugs found by the community are fixed in a rapid manner and even better, the updates released for it are largely non-breaking, so those sites looking to upgrade to the newest features can do so with confidence that their existing functionalities will continue to work without error.

Why Do We Care So Much About Angular?

Now that you have a basic background on what Angular is and its benefits, you’re probably wondering why we wanted to write a whole blog on the topic and what these benefits mean for our end users. Well, to put it simply, all of the benefits above result in a better experience for our customers and end-users. Faster loading times, more efficient, modern, and responsive sites are just the tip of the iceberg (not to mention – with sites built on Angular, you don’t need to stare at a white screen every time a page loads, everything is loaded at once).

For our API customers, Angular makes it easy to integrate APIs into your solutions with their built in HttpClient. This HttpClient is an injectable module that simplifies making asynchronous HTTP calls from your client-side Angular app to a backend service (such as DataMotion’s APIs). Combined with their RxJs implementation, it allows for network calls like this to be subscribed to with a modern observable design pattern.

Are you a developer? Stay tuned because we’ll soon be teaching you how you can integrate our API’s for secure message and document exchange into your Angular solution. Until then, you can read up on our API’s by viewing our DataMotion APIs for secure message center page or our DataMotion APIs for Direct Secure Messaging page.

Hand holding a phone with data on the screen and a lock hovering above it
The Role of a Secure Channel in an Omnichannel Strategy 768 303 Bob Janacek

The Role of a Secure Channel in an Omnichannel Strategy

In previous blogs we’ve touched upon how using an omnichannel strategy is a great way to provide a better experience for your customers. We’ve also discussed that an integrated, secure email channel is missing in most omnichannel experiences. However, we’ve yet to really dive into the demands for omnichannel, the benefits for successfully implementing the strategy, and provide a real-life example of how a secure channel in your omnichannel strategy can not only elevate customer experience, but also make things easier for your organization. It’s only appropriate then to take a step back for a few minutes to discuss these topics – let’s get started!

We’ve all heard it before – putting all customer interactions in one place allows you to provide an excellent experience and it makes your job easier. But do you know the data that backs this up?

The case for using an omnichannel strategy

According to one report, those companies with a strong omnichannel strategy retain up to 89% of their customers. Those who don’t? They only retain about 1/3 of their customers. This fact alone is enough to explain the increased emphasis on omnichannel and customer experience. In fact, Gartner’s 2019 Customer Experience Management Survey states that in 2017 only 1/3 of companies claimed to compete on and value customer experience as part of their strategy. But in 2021, it’s expected that 4/5 of companies will put customer experience first.

But what if you’re in a regulated industry – do these statistics still apply to you?

While these statistics are weighted on retail or ecommerce perspectives, providing an excellent (and secure) omnichannel customer experience for those in regulated industries is equally important. In fact, DataMotion recently conducted a survey to hear what IT and Financial Services Executives have to say about their own company and their customer communications. Almost half complained about inefficient workflows involving fax and postal mail. They also expressed complaints over limited ways to interact with their customers while maintaining regulatory compliance and the multiple user IDs needed to access their legacy methods of secure document exchange or email encryption. Unsurprisingly, this survey also revealed a desire to see all interactions with their customers in a unified interface.

That survey was conducted about a year ago and, as you can imagine, the push for an omnichannel strategy and seamless interactions in regulated industries has only grown since then. If not just because of social distancing and the coronavirus halting face to face business and pushing for all interactions to take place digitally, but also because of the generational shift and increasing influence of Millennials and Generation Z.

Millennials are some of the first people to grow up with technology as a large aspect of their life. And even more so than Millennials, Generation Z was practically born with a smartphone in their hand. As you can imagine, growing up with technology has greatly influenced how they expect to do business. These generations don’t just want businesses to be “digital-first,” they prefer to do business with vendors whose digital experience is polished and slick. And if they have a problem with a transaction, a question about their bank statement, or something else, they expect to be able to easily exchange messages and supporting documents digitally in their customer app to get their questions answered. If their problem resolution experience is difficult, time consuming, or requires too many steps, consumers from these generations especially will not hesitate to take their business elsewhere.

How you can meet these demands… while staying compliant

So, tying this all back to omnichannel, how can we meet these demands for a frictionless, digital-first customer experience without sacrificing security and compliance for those in regulated industries? We need to make the customer app or portal part of this omnichannel strategy and allow simplified and secure exchanges of sensitive information between your customers and internal customer service agents.

This experience needs to be native in the app. Your customers shouldn’t have to receive a secure email from their bank, then be taken outside of your app to some other portal to access it. Why is this? Because your employees, and especially your customers, do not want to deal with any extra logins or portals – they should be able to send, receive and review messages and documents, even those containing sensitive data, in a seamless and natural way.

How can we accomplish this? By using APIs to integrate a messaging center behind the login of an organization’s application, customer portal, or mobile app, we can allow all of these interactions to occur in one place. With DataMotion’s Secure Message Center, you can natively integrate the system that your customer care agents use with the portal and mobile app that your customers use – allowing simple, secure and compliant exchange. Your agents and customers can then easily initiate, retrieve and review sensitive exchanges from within the interface they’re already using.

A real-life example of an omnichannel strategy in a regulated industry

Instead of diving into the details of how a secure message center can fit into your omnichannel strategy, what it is, and how it works, it would be better to provide you with a real-life example.

Below is an actual graph of an integrated message center in use by a large wealth management firm with over 2 million customers. They actively use our secure message center peaking at about 100 API calls per second. On the left-hand side of this graph, you can see that they reach about 750 new messages or documents per hour. These are messages that are exchanged between the organization from their internal support systems and customers that are logged in to their customer app.

Graph of messages/documents exchanged per hour
Graph of message center access per hour

Over time, individual customer repositories or message folders continue to grow with exchanged messages and documents. This turns a customer’s message center into a personalized knowledge base of their relationship with the organization. In fact, on the right-hand side of the graph, you can see message center access peak at 14,000 per hour. So, for these 750 message exchanges per hour, customers are referring to prior exchanges over 18 times to 1 over sending a new message. They’re often able to find the answer they need in a prior exchange before asking a new question.

There are also some other benefits of implementing this secure message and document exchange as part of an omnichannel strategy which cannot be seen in the above graph. First, this organization’s customers are using the message center twice as much as they were the year before. Despite this increase in usage, the number of support requests that the organization now receives from their 2+ million customers has dropped by 30%. Not only that, but since the beginning of the year, the average size of messages has tripled, indicating that more documents are being attached and exchanged digitally.

So, as the usage of this private message channel grows, the repository of prior exchanges grows, and the customer’s relationship with the organization grows as well. This is because their customers rely on and trust this channel to get answers to their questions – it becomes a familiar touchpoint to them. Not only does Secure Message Center allow this organization to provide a superior customer experience, but this knowledge base aspect has also allowed them to increase the retention of their customers as well.

In summary...

There was quite a bit of information crammed into one blog post, so I’ll summarize the key points in just a few bullet points:

  • Implementing an omnichannel strategy is important not only for improving your customers’ experience, but also helping you to retain customers in the long run
  • Customers are demanding efficient, secure, and frictionless experiences with the organizations that they do business with, including those in regulated industries
  • Not only can secure exchange in your customer app or portal help you provide a superior customer experience, but it can also allow you to make your agents’ job easier, create a personalized knowledge base of information for your customers, and improve customer retention

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Implementing an Omnichannel Customer Experience in Regulated Industries 768 303 Bob Janacek

Implementing an Omnichannel Customer Experience in Regulated Industries

An omnichannel strategy is not one size fits all – yet, most articles you find online about how using the strategy can improve customer experience focus on the topic in a retail or ecommerce setting. That’s why we sat down with DataMotion CEO, Bob Janacek to discuss how an omnichannel strategy can be used in regulated industries such as healthcare or financial services where the exchange of sensitive data occurs. Continue reading to find out how an omnichannel strategy helps businesses in these industries improve customer retention, satisfaction and provide a better customer experience – particularly, if they integrate a secure email channel as part of their strategy.

Hi Bob, it’s nice to sit down and talk with you again. The last time we spoke, we touched upon how customer service can be enhanced by integrating a secure message and document exchange channel as part of an omnichannel strategy. This time, we’re going to expand more on this topic to focus on omnichannel in regulated industries such as financial services and healthcare. So, for anyone who may not be aware, can you briefly describe what an omnichannel strategy is and the benefits to having a strong one?

Bob Janacek: Omnichannel is an evolution of a multichannel strategy. Like multichannel, an omnichannel strategy provides customer service over a variety of channels, including mobile and desktop portals and apps, chat, email, social media, fax and voice. But unlike multichannel, which uses different systems and databases to provide this range of services, omnichannel centralizes data from all channels in a customer record, providing a seamless experience for customers and contact center agents as customers move among channels.

As you mentioned, this links back to providing a superior customer experience – a topic which we’ve discussed quite a bit. For those who are trying to improve their customer experience with an omnichannel strategy, or even those that currently use one – what are some of the top challenges they may face?

There’s no doubt that the promise of omnichannel is compelling. But in practice, successfully implementing and receiving the benefits of omnichannel is challenging. Take, for example, email. Surveys show that about 30% of customers want to use email as their preferred support channel. But by nature, email is outside of the customer portal and mobile app, and may even be external to the contact center system. Companies in regulated industries, such as wealth management, financial services, insurance and healthcare have additional challenges since email isn’t a secure way to exchange sensitive data. So, they turn to encrypted email systems to supplement their customer service workflows. But those systems add another portal and login to the customer experience and are frequently cited by customers as an area of frustration when exchanging messages and documents with their vendors. Especially in these times of remote work and social distancing, organizations have to make doing business remotely with their customers as secure and seamless as possible.

Let’s focus on this a little bit specifically. You mentioned that email is one of the most frequently asked for channels, but it tends to be left out of the omnichannel experience. Not to mention, it has some limitations such as integrations into a customer portal as well as security. What are some ways organizations can leverage the benefits of email within an omnichannel strategy?

To achieve a seamless omnichannel experience, an email or message center experience must be integrated seamlessly behind the login of customer-facing portals and apps. By default, it should be secure to protect any type of data exchange. Integrating into the customer experience, and that of customer service agents, requires APIs for secure exchange and repositories that allow prior message and document exchanges to be viewed. These APIs should support single sign on and provide a secure, seamless experience to users.

Organizations that have integrated message centers in their customer portal or app have seen rapid customer adoption and escalating usage. We’ve seen examples where customers refer to prior message and document exchanges over ten (10) times more frequently than sending new messages, resulting in a 30% reduction in support requests.  It’s as if this channel, which is secure, personalized and efficient, increases the customer’s understanding of their relationship with the organization.

So, you started to mention that the integration of a secure message and document repository decreases support requests and creates almost a knowledge base effect – can you elaborate some more on this?

That’s right. As a customer’s message and document repository grows, we see them referring to that repository substantially more than creating new messages. The repository becomes, in effect, a growing personalized knowledge base of their relationship with the organization. As time goes by, this repository gets bigger and grows in value to the customer, serving as a reference point for issues, document exchanges and transactions, answering questions on related or duplicate topics, and increasing their bond and loyalty to the organization.

So, in summary, you talked a lot about this missing secure email channel. This channel, although frequently demanded by customers, is often left out of the experience – causing organizations to miss out on the opportunity to unify and streamline their customer’s experience using an omnichannel strategy. Not only that, but they’re missing a vital opportunity to save time and money for their support teams. Why do you think so many organizations seem to be passing up on this opportunity despite these benefits?

For most technologies, the option is buy versus build. Since it’s not common to find secure email vendors that offer APIs, buy often meant having a co-branded email encryption portal with a separate login and user experience, all drawbacks of legacy multichannel solutions. When looking to build a secure message center, the significant scope and complexity of the project quickly comes into focus.

Fortunately, organizations are finding out about commercial off the shelf solutions, such as DataMotion Secure Message Center, that provide a secure, scalable, API-driven solution that can be rapidly integrated into their existing contact center and customer-facing portals and mobile apps. So hopefully the days of disconnected email and document exchange will soon be behind us, and customers and organizations will be able to effortlessly conduct business and transactions digitally and remotely in a secure manner.

Well Bob, as always it was nice to speak with you. I hope you and your family are continuing to do well. I look forward to speaking with you again for our next interview.

Enrich your customer experience with a secure channel in your omnichannel strategy

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Meet Steven Strauss – the Guy Who Wants to Make Your Experience with Us Even Better 768 303 Steven Strauss

Meet Steven Strauss – the Guy Who Wants to Make Your Experience with Us Even Better

We talk a lot about how you can provide a great customer experience to your customers, but we’ve rarely stepped back to discuss what we’re doing to provide you, our customers, with the best experience possible. One of the ways we’re doing this, is by continuing to build our DataMotion Team. We’d like to introduce you to Steven Strauss, our new Director of Operations here at DataMotion. We spent a little bit of time getting to know Steven, his background, his goals and aspirations for the company, as well as some fun facts about him. Continue reading to meet the new guy at DataMotion and to learn about some of his plans to make your customer experience with us even better!

Hi, Steven. It’s nice to e-meet you and to learn a little bit more about what you do and who you are. So, for everyone reading this interview, can you please introduce yourself, your name, title, where you’re from and tell everyone a little bit about you.

Steven Strauss: My name is Steven Strauss and I am currently the Director of Operations at DataMotion. I’m from Bridgewater, New Jersey. I’ve been in New Jersey most of my life – and I’ve been in the IT world for a little more than 20 years, in some way, shape, or form. I started out as a Developer and moved my way up to Development Management into full Management roles. So, overall, I’ve been doing Management for about 8 to 10 years so far.

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Okay, thank you Steven. So, can you tell me a little bit about why you’re excited to join the DataMotion Team?

Steven Strauss: Well, there’s a couple different reasons. Number one, when I talked with DataMotion, I started looking into the company. First and foremost, it seems like a great environment to work in. My team is top notch, I mean, very, very close knit. We’re always trying to work together to do everything that’s needed for each other, for the company and for our customers. After learning about the company itself, I did a little bit more research and found that this position was right up my alley. I feel it will give me the opportunity to fully utilize the base of knowledge I have built up over the last 20 years.

That all sounds really good and really exciting! Can you let the readers know about some of your goals for DataMotion?

Steven Strauss: Well, there’s a bunch of different goals. The nice thing is that DataMotion is very organized, and communication is good.  But there are places where our tools can be streamlined to make communication even more effective. So, I want to try and see if I can coordinate everything into a simpler set of tools that will make us even more efficient and able to serve our customers in a more timely manner. For example, instead of using a range of applications from third-party tools and multiple vendors, we would use more add-ons or plugins with our existing systems. By removing some of these older or redundant applications it would allow us to have less to maintain and save time.

Currently, we’re very Windows and Microsoft oriented. So, we’re going to make sure that the relationship becomes even stronger. Expect to see more from us in this area. Right now, we’re leveraging the Azure architecture. The next thing we’re going to leverage for that is the database side of things – and to move our thinking to the next level. This will give us a much higher vertical horizon compared to before.

What would you expect the impact on customers to be from your initiative? What’s going to be in it for them, how is this going to make their experience with us better?

Steven Strauss: All of this is being done with the intent of providing customers the levels of service that they expect – to give them the best experience. That’s number one. Number two, by doing this, we can reallocate resources much more properly. This will then benefit our clients because the workload from my team can then be better utilized to meet specific client needs much quicker than they are now. In summary, by streamlining our internal communication, we will be able to quickly and efficiently communicate with our customers – much like how we help our customers streamline their customer service functions and secure communication methods to provide a better experience.

So, it sounds like you have a lot of good goals going forward. So now following this, let’s move on to a few fun questions. What would you say are some of your favorite hobbies or activities outside of work?

Steven Strauss: At heart, I’m a big nerd. So, a couple of the different things I love are sci-fi shows and anything Star Wars oriented. On top of that, one of my biggest hobbies lately, and has been for a while, is playing Dungeons & Dragons with a group of my friends. I used to be very passé if people didn’t want to play it, but now I’m part of the supergroup because I play a lot. The nice thing about it is that it gets me out of my skin for a while and it keeps me thinking a lot.

So that begs the question, do you win all the time?

Steven Strauss: That’s the greatest thing about the game – there are no technical winners or losers. Instead of Monopoly, where you’re in it to win for yourself, it’s normally a team effort with a couple of people cooperatively playing. And I think it helps in my professional career. I’ll think – “okay, instead of just me getting ahead and what I can get out of it, what do myself and my team get out of it?” So now, my management style is instead of me being a manager, I like to be a leader for the team where we all work together and we all get the benefits. And the other idea behind it is that it encourages out-of-the box thinking because it’s completely open-ended gameplay.

That sounds really cool and really fun. I’ll have to look into it more later today.

Steven Strauss: Yeah, the other hobby I do, especially with the Coronavirus, is I started my own blog. I write about my love for Dungeons & Dragons as well as some personal and business things that have happened to me over the years in order to help other people. There are also some technical things in there because one other big hobby I do to keep myself up to date with different technical things is I learned a whole new programming language because I felt like it. So, what I do is I try to pass that on to everybody through my blog.

That’s really cool and really impressive too. So, my next question is one that most people kind of dread, but can you tell me a fun fact about you that no one else at DataMotion would know?

Man in orange t-shirt smiling in front of a large group of people and a big tree

Steven Strauss: A fun fact – I don’t know if everyone knows, but I’m a huge Disney nerd. Me, my family, and even down to our dogs, all have something to do with Disney. Before the Coronavirus, we would go down at least once, if not twice a year, to Disney World. We’ve also been out to experience the Hawaii Disney Resort and love to wear their stuff. It’s kind of funny because when Disney bought Star Wars and all of Lucasfilm, it was great because all of my shirts are mostly like that anyways. So, now I’m even more Disney.

So, is there anything else that you would want to share that I haven’t asked you about yet – business or personal?

Steven Strauss: Business-wise, I always say that my leadership skills are inspired by Steve Carrell’s character from The Office. I don’t try to be like him, but his leadership style is what I try to emulate because although he may be dim witted, everyone in that office will do something for him, not just because they need to, but because they want to. That’s what I tell my team. Especially in our line of work where our hours are technically 9 to 5, but there’s always an issue that can come up in the middle of the night, or it could be something over the weekend, or we need to push something out – I prefer to ask my team and have them really want to get the job done. That’s what the idea behind the Steve Carrell leadership style is.

One of the things I always say with my team on the first day is a very simple joke – “what do you do with a three-legged elephant?” and the answer is “you walk them and you complain to the rhino.” It’s such a silly joke, but the thing is that you do the same thing you would with a four-legged elephant, if you didn’t like what you’re doing, no matter what, you always go ahead and complain to the rhino. So, I say, “If you guys need me to be, I can be the Rhino. I’m open door if you have a problem with someone, just talk to me about it. Or if you have a problem with something, come talk to me, we’ll figure it out.

Key Takeaways:

  • Steven plans on making your customer experience with us even better by streamlining internal communications to make our responses to you even more efficient
  • Steven loves playing Dungeons & Dragons and carries the team-based aspect of the game as well as out of the box thinking to his role as a leader
  • Steven is a big Disney nerd and used to visit Walt Disney World two times a year before the Coronavirus hit
  • Steven credits Steve Carrell’s character in The Office for inspiring his leadership style

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Improving Wealth Management Client Satisfaction with a Seamless and Secure Experience 768 303 Bob Janacek

Improving Wealth Management Client Satisfaction with a Seamless and Secure Experience

On August 26 and 27, 2020 we are proud to be a part of Customer Contact Week (CCW) at Home. Leading up to the event, we sat down with DataMotion CEO, Bob Janacek to talk a little bit about DataMotion’s involvement in the event and the impact a great customer experience can have on client satisfaction and retention. We will also dive a little bit deeper into the customer experience discussion to focus specifically on why providing a seamless and secure experience is especially important for businesses operating in the wealth management sector. Our questions are in bold.

Hi Bob, I hope you are doing well. Last time we spoke, we talked about the impacts of COVID-19 on businesses and organizations. This time, I would like to spend some time discussing the event we are sponsoring at the end of the month, CCW at Home. Can you tell us a little bit about the event and why you are excited for DataMotion to be a sponsor?

Bob Janacek: Thanks Sarah. Our entire team is super excited to be a part of CCW at Home. It’s the right show at the right time, and we’re right in the middle of it! There are several factors that are all converging on the customer service industry. Consumers have more information readily available to them and as a result, more choice. And they are choosing to do business with vendors that give them a superior digital, often mobile-first, experience. Another factor is social distancing due to the ongoing pandemic. It is becoming engrained in consumer behavior, challenging organizations to up their game when it comes to doing business in seamless, digital ways.

It sounds like this event is heavily focused on customer experience and engagement, something that is very important to us at DataMotion. For everyone reading this, can you briefly explain the importance of customer experience?

Bob Janacek: There have been a few surveys done recently on the importance of customer experience as a competitive differentiator. One by a leading analyst firm shows that by next year, 80% of organizations will compete on customer experience, up from only 35% three years ago. We ran a survey last summer, centered around customer satisfaction with data exchange options offered by organizations. That survey uncovered a lot of room for improvement, with many organizations still requiring their customers to use multiple portals and logins to exchange sensitive messages and documents. And even worse, some still require fax and postal mail as part of their business process. Fortunately, there are easy, secure methods to modernize this experience.  Those organizations that do so become more efficient, increase customer and client satisfaction and position themselves for success.

You’re completely right, regardless of what kind of product or service that is being dealt with, the easier it is for customers to exchange messages or get help when they need it, the happier they are and the better off the company is. Now let’s focus in on a specific industry a little bit more, wealth management. Why should companies in this industry care about the experience they offer their clients?

Bob Janacek: Wealth management firms compete aggressively to attract and retain clients. The nature of their business is high touch and customers expect superior service. Providing simple, seamless ways for their clients to digitally interact with them and get business done is one sure way to increase customer satisfaction.

Can you give a few examples of ways these companies can improve their client’s experience while at the same time protecting their sensitive data?

Bob Janacek: One common method is to reduce the number of portals and logins that a client has to use to interact with the firm. For example, most firms offer their clients a customer portal and mobile app. But to exchange messages, they use a cobranded encrypted email system that uses a different portal and is typically not very mobile friendly. Some even use a third portal to exchange files.  Each of these systems requires a separate login, complicates the customer experience and provides a poor client experience. Fortunately, there are easy ways to eliminate these different systems and include their functionality behind the login of their client portal and app.

As an added benefit, integrating a message and document repository in the customer app has been shown to significantly reduce support requests. Over time, as more items are exchanged, the data in the repository grows in value, serving as a personalized knowledge base of the client’s interaction with the firm. It’s almost the same effect as a Slack or Microsoft Teams channel, but in this case, the topic of the channel is the client’s relationship and interactions with the firm.

I think you referenced a good point there, that improving the experience and streamlining client and advisor interactions can benefit not only the client, but also the advisors and the company as a whole, can you expand on this a bit more?

Bob Janacek: Besides benefits to the client, integrating secure message and document exchange into contact centers and customer service functions makes it easier to service customers. It centralizes data in the contact center solution by eliminating the need to use external systems like Outlook and an encrypted email system to exchange sensitive information. In addition, it adds a new privacy-compliant channel to an omnichannel strategy, connecting the contact center to the asset heavily invested in by organizations, their customer facing portal and mobile apps. This secure bi-directional channel allows organizations to dramatically improve client satisfaction, reduce mailroom and fax expenses, and accelerate business processes. As a digital channel, it also feeds directly into automation strategies involving bots, natural language processing and machine learning.

That sounds very exciting, I have one final question for you. For the first 100 people who sign up for your fireside chat on enriching the customer experience with a private, secure communication channel in an omnichannel strategy, we are offering a free pizza. So, what is your favorite type of pizza topping and what is your least favorite type?

Bob Janacek: Well, I’m from New Jersey. And pizza is something we think we’re really good at. The crust is really important. And the sauce too. As far as toppings go, I usually go to either extreme. There’s nothing better than a simple cheese pizza that’s done right. But sometime I’m in the mood for a country pizza, which is blasphemy to many pizza lovers. The one from my favorite place at the Jersey shore has green peppers, onions, mushrooms, black olives, pepperoni and sausage. And a perfect crust. Not good for a diet but definitely good for the soul.

DataMotion CEO, Bob Janacek talks about his vision for enriching customer experience

August 27, 2020 | 1:30pm | The first 100 to register will receive a free pizza on us!

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Securing Customer Data Amidst the Coronavirus Push for a Greater Digital Experience 560 221 Bob Janacek

Securing Customer Data Amidst the Coronavirus Push for a Greater Digital Experience

As we enter into our fifth month working from home during the Coronavirus Pandemic, we felt it was a good time to discuss the impact the virus has already had on some businesses and what lasting impacts it will likely have on businesses and organizations in the future – especially when it comes to improving the digital experiences they offer their customers. We sat down with DataMotion CEO, Bob Janacek to hear his thoughts on the topic. Our questions are in bold.

First things first, I hope you and your family have been staying safe and healthy during this time. Like many other organizations throughout the country, DataMotion has been working from home the past several months. Can you elaborate on how the Coronavirus impacted the way the company works and communicates with one another?

Bob Janacek: Fortunately, DataMotion has always been a cloud-first company, both in our product offering and also in the way that we run our business.  Our customers utilize our cloud-based APIs and software as a service from anywhere, so that hasn’t changed.  And as a company, our employees use cloud-based services to get their work done.  We’re heavily invested in Microsoft’s cloud stack, including Office 365, Teams and Dynamics 365.  Those work just as well for employees working from home as they do from the office.

It sounds like there was a relatively seamless switch for the company to remote communications. I can imagine that some companies, such as those that frequently have in-person interactions with customers and clients, had some trouble adjusting the way they communicate internally and externally. What kinds of challenges have these companies had to navigate?

Bob Janacek:  States have implemented various restrictions to increase social distancing and help combat the spread of the Coronavirus.  Among our customers, especially for those in financial services, insurance and healthcare, the most disruptive event is the reduction or elimination of face to face visits. So, business that used to get done in person, such as opening up an account or CD in a bank branch, or face to face interaction with an insurance agent, is difficult if not impossible. This makes it harder for customers to do business with these organizations, damaging their brand and reputation, and affecting their bottom line.

Can you give an example of a customer that DataMotion helped modernize and secure the way they do business in response to the Coronavirus?

Bob Janacek: We’ve helped a wide variety of enterprises during the pandemic, ranging from financial services firms in the wealth management, consumer loan and retail banking sectors to healthcare companies providing services for clinical trials, pharmaceutical benefits and care coordination. In each case, they turned to DataMotion to make it easier to do remote business with their customers. The most common use case is API integration of our DataMotion PaaS to add secure message and document exchange after the login of their customer portal or mobile app, and inside the CRM and contact center solutions their employees use to service their customers.

So, based off of this customer story and other stories that you can think of, what tips or best practices can you give for other companies who are still trying to find a way to do business in this challenging environment?

Bob Janacek: Living through a pandemic is understandably causing people to experience a great deal of stress, hardship and uncertainty. Organizations that are easy to do business with, especially in these challenging times, reduce customer stress, build their loyalty and position themselves to grow. There’s been a lot of talk about the things businesses need to do to adapt in the current and post-pandemic world. Having a high competency in doing business remotely is often at the top of this list. Many leading organizations are taking this opportunity to up their customer experience by offering simple, remote, digital ways for their customers to do business with them.

So far, we’ve talked mostly about how companies have reacted, or are currently reacting, to the shift to work from home that the Coronavirus has caused. Let’s look a little bit into the future now – what permanent changes do you foresee the coronavirus having on the way organizations work and communicate in the long term?

Bob Janacek: The need to remotely support and do business with customers is not going away. Younger generations of consumers expect a mobile-first relationship with their suppliers. We’ve seen the pandemic force companies out of their comfort zone and reimage their business processes for a digital future. This will serve them well in today’s environment and for years to come.

Is there anything organizations can do now to start preparing for these changes?

Bob Janacek: Organizations need to look at their existing workflows and processes and determine which ones can be modernized or at least be offered as a digital alternative. Legacy processes including courier, postal mail and fax are slow and expensive, and can typically be replaced or supplemented by digital equivalents. This is especially effective for organizations that already have a customer-facing app or portal. In this case, offering a richer digital experience accelerates business process, reduces costs, and increases customer retention and revenue recognition.

So, you talked a little bit about a push for greater digital experiences. In recent months, Telehealth visits have become the new norm – do you think this is something that will stick after the coronavirus has subsided?

Bob Janacek: Absolutely. Between driving, parking and waiting rooms, we’ve all spent hours to receive ten minutes of time with a doctor. Telemedicine brings convenience to routine care. It also makes it easier for care encounters to occur, allowing patients to receive care and be monitored more frequently, resulting in better outcomes.

With these visits happening virtually, it’s likely that there’s an increase in doctors and nurses needing to send medical records or other information to patients through some sort of online channel. Are there any issues to look out for in this situation?

Bob Janacek: Telehealth visits often generate clinical information that must be shared with the patient and the patient’s primary care provider. Since this data is covered under privacy regulations such as HIPAA, care must be taken to exchange this information in a secure manner. Physicians typically use an EMR system and prefer to receive this information electronically using Direct Secure Messaging.  This is a secure message exchange protocol built into EMR systems that’s designed to replace fax, saving time and money by importing clinical data in digital form. Patients will typically receive their results in a patient portal or through a HIPAA-compliant secure email system.

Do you have any other thoughts on any of the topics we discussed that you would like to share?

Bob Janacek: Yes, absolutely. We’re seeing a paradigm shift in consumer expectations, driven partly by the pandemic and social distancing, but also by the digital-first, smartphone-first generations of Millennials and Gen-Z’ers. Organizations that evolve to meet and exceed the expectations of their customers will grow and thrive, while those that stick to traditional legacy methods will rapidly fall behind. We’ve seen this disruption happen to eCommerce firms, and there’s no reason to believe that it won’t happen to every firm that services consumers. The expectations of customers are high, as is the need to provide a superior customer experience. For many organizations, supplementing traditional business processes with modern digital equivalents isn’t just a nice to have, it’s absolutely necessary for their growth and survival. Those organizations that have mastered doing business in a remote, digital way, while providing a superior customer experience, are well positioned to grow and thrive today and in the future. It’s a small expense that generates big returns.

As we finish up the interview, I have two more, fun questions to ask. First, are there any new activities or hobbies that you’ve picked up to keep yourself busy during quarantine? 

Bob Janacek: Funny you should ask. At the urging of my son, I’ve set up a three-hole disc golf course around my property.  It’s good to get outside and have a little family competition, but I’m getting beaten regularly because my son is home and has a lot of time to practice. I’m home too, but my time is usually spent on the computer working remotely.

My final question, what’s the number one thing you are looking forward to doing once all quarantine restrictions are lifted?

Bob Janacek: I’m looking forward to freedom.  The ability to go anywhere and visit anyone without restrictions. That would be amazing. It’s the simple things, sometime, that mean the most.

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