The strong growth observed over the past few months on our PostGreen cloud has automatically increased the demand for support.
We have a dedicated phone line and a JIRA website for handling support tickets, but customers want faster responses.
The majority of support requests are very simple: "I lost my password", "How to download the acknowledgment of receipt of a mail? "," Why is this address not valid? "

To manage these exchanges with customers, we have developed a mechanism in Intelligent Hybrid Mail to link a white label and the ChatWoot online support tool. ChatWoot is an online chat tool that, when integrated into an app, allows end users to chat via chat (or instant message) with a customer support agent.

If we ask customers, the feeling is that the chat is a faster support system, accessible from anywhere, a little less formal but very effective.
For our support team this is a more efficient way to deal with minor support requests. An automatic history is performed based on the user's login and a discussion can be transferred from one support agent to another.

Since our last release, the number of users of the solution has increased significantly.
In addition to the Intelligent Hybrid Mail product we are working on the quality of support we need to provide to customers for the PostGreen cloud.

Today's annoucement is the launching of a help center accessible from https://help.nirva-software.com

The objective is to help you and guide you through the support resources of the solution.
As our support service is not available on weekends, the FAQ is a way for you to move forward independently.

With the experience we have accumulated over the last few years in customer support, we now have a good knowledge of the questions raised by our customers: What do I do if I have lost my password, where is my tracking number? ...

In addition to the FAQ you will also access the download of the user guide, the site that allows you to view the status of the PostGreen cloud service, and the Jira customer support portal.

​The content will continue to evolve over user feedback.

Many features have been developed for this version.

For users, 

• rework the address quality and the strategy donut information. Now, if a validation procedure updates the recipient's address, you will be informed in the web interface.
• rework the error messages and cleaned up the history.
• change the way we display the document proof
• send email notification if your delivery has been rejected

For administrators:

• configure any icon/color from the the website fontawesome.com when you create a service.
• more flexibiliy when you associate a box to your output file
• add lastPage option in background
• add elementPosition metadata (to preserve the user's recipient order between input and output files).

This new version is the opportunity to introduce the notion of white label in Intelligent Hybrid Mail. It is now possible to declare brandings on Intelligent Hybrid Mail solutions.

We have therefore opened this possibility to our partners on our PostGreen cloud. Many white labels have been created.

As a service provider, you can print the documents of your clients yourself, or you can delegate the printing to us.
Each service provider will have a dedicated domain name for access to the solution and provide us with a logo and a wallpaper for the web portal.

Here are some other features and/or updates of this version :

• download directly from a registered mail expedition all the scans of the proofs of receipt in one click.
• addition of a connector to a ChatWoot solution
  
• search screens have been updated for super-administrators.

One year after the launch of version 1.0 we announce today the availability of version 3.0 of Intelligent Hybrid Mail.
Our PostGreen cloud now uses this version 3.0.

This is an opportunity for us to review the elements developed this year:

A public roadmap https://roadmap.nirva-software.com presents the work in progress and to come.

We are currently working on improving the support that could be offered directly from the application.
The next step will be to facilitate the integration of Intelligent Hybrid Mail, for example by Document Management software operators who would like to send their mail automatically from our infrastructure. We will tell you more about this later in the year.

In November we added a new feature to the product Intelligent Hybrid Mail.
It's possible now to use data files (CSV files or flat files) to create mailings in the application.
Your data file will contain the address and the application will check the address validity.

There is no mandatory header, no mandatory format.
When we create a service, we will fetch your existing CSV columns to build a correct address.

You can now schedule an appointment with our team using the form below.

We can present here two use case of this channel on the PostGreen cloud.

This channel is used by condominium property managers. In order to save on operating costs, they choose to have all the documents delivered to the caretaker of the building. The latter then deposits the mail in the letterboxes of the addressees. The mails are sorted by name in the parcel.

This channel is also used within companies for which we print their employees' pay slips. We send a parcel with unsealed envelopes. The managers can then add the Ticket Restaurant to the envelopes before distributing them to the employees. Documents are sorted by activity (Management/R&D/Support/Finance...) and by name in the parcels.​

You have created a service to send your invoices using the EMAIL channel.
It is not unlikely that when sending a few hundred emails you will receive errors (full mailbox, incorrect email address...). You will then have to deal with each element.

With Intelligent Hybrid Mail it is possible to configure a fallback channel for your shipments.
For example, when shipments sent by EMAIL channel come back with a specific error code, then the application will send again the documents using the MAIL channel automatically.
The error codes are defined by the system administrator. And then in your Service creation you can activate or not the fallback channel.

Note that this applies to all existing channel types.