ARC X-media, a London based technology company focusing on the post-purchase customer retail experience, has future-proofed its business by upgrading its XMPie software to Enterprise Cross Media, a fully scalable and customisable marketing platform to deliver flawless and consistent messaging across multiple communications channels.


The company is using its XMPie platform to power two of its cornerstone software services - SMARTSLIP and SMARTReturns - to solve a universal retail problem at the critical moment when the customer receives the purchased product. Many retailers tend to neglect this pivotal moment in the sales-cycle even though it is a unique opportunity to foster loyalty, improve the customer experience, increase awareness of the product range and most importantly increase sales.


SMARTSLIP is a highly personalised dynamic in-parcel document which replaces the obsolete delivery note. This digitally-led print piece integrates web technologies, such as QR codes, personalised product recommendations, unique promotional offer codes and adds a personal touch to this often-neglected touchpoint by suggesting compelling reasons to shop again, review, refer a friend, or shout about the brand.


SMARTReturns is a fully customisable, mobile-optimised returns portal, which makes the product returns experience easier for the customer while saving significant cost and waste.


To keep up with the high demand for its solution, ARC X-media has chosen to upgrade its XMPie solution to Enterprise Cross Media to take advantage of the system’s fault-tolerant operation, faster and parallel processing capabilities, and easy scaling for the future.


“After launching our first post-purchase campaigns with XMPie, there was a lot of interest in what we were doing because competition in the retail industry is fierce,” says Andrew Curran, director of ARC X-Media. 


“More and more retailers understand that returning customers are critical to their long-term success, so we needed to safeguard our future by reinforcing our solution to handle our growing influx of clients. We needed a bespoke solution. An off-the-shelf solution wasn’t an option because our requirements were so unique. XMPie is the Rolls Royce. It’s resilient, and it’s the core of our solution. Everything else is built around it, and no other technology can match its capabilities,” he says.


XMPie’s Professional Services Team helped ARC X-media develop its SMARTReturns returns portal for clients to update document content online and add variable content such as personalised images, customer segments and campaign logic and create proofs before making the campaign live.


“ARC X-media’s services have become integral to its clients’ fulfilment operation. Its fast growth in conjunction with retail peaks such as Black Friday and the holiday season has led to its focus on building a more resilient and scalable solution for the future,” says Phil Gaskin, Business Development Channel manager, XMPie. “Because the XMPie platform is completely scalable, ARC X-media has been able to add the power and functionality that it needed while still protecting its initial investment in the software.”