This legacy channel of transactional communication is still in high demand due to customer preference and regulatory mandates; in fact, many younger customers raised on digital communication still prefer print and mail versions of critical communication, such as monthly mortgage statements or benefit explanations, along with a digital copy.
In the early years of omni-channel delivery, many companies sent transactional documents as attachments or as extended text within the email body; due to modern security concerns, the best practice today uses email to alert and link to a document available online. A top-tier provider such as Venture Solutions has ISP relationships in place to prevent these emails from being flagged as spam.
While text doesn’t have the same capacity as email to include longer messages, texting a mobile phone is always more immediate and conspicuous. Though texts have stringent permission and op-out requirements that email doesn’t, a top-tier service provider has solutions that can manage compliance-related issues.
Online viewing has replaced print & mail as the key delivery channel for transactional communication – it allows customers to digitally access to all their important documents, such as invoices and benefit explanations, side by side. A top-tier provider allows users to print documents, send them elsewhere via email or fax, and use e-pay invoice presentment.
Video communication relies on email and SMS text channels to notify and link customers to a personalized video. Cutting-edge digital solutions can create these dynamic video messages, improving customer experiences and increasing responses, as well as manage deployment and analytics.
Pre-Production Processing
Pre-production is comprised of input data processing, page composition of the statement, and output file generation for all delivery channels. As turn times required by statement production can be as quick as 24 hours, the steps must be fully integrated and automated.
Omni-Channel Deployment
Driven by customer preference and government mandates, customer communication delivery channels include print & mail, email, mobile, and online presentment. They must be composed and delivered in full alignment with one another for a seamless, organized presentation.
Information Management
Like any complex workflow, customer communication relies on information to succeed. This ranges from real-time status reports during production to post-production reporting verifying 100% fulfillment, successful omni-channel delivery, and Service Level Agreements.
Content Management
The purpose of a CCM enterprise is to deliver engaging communications that the customer can easily read. Customers need communications that are comprehensive, relatable, and accommodating, so businesses must have systems in place to ensure their clarity.
Our omni-channel solutions are leading the cutting edge within the CCM industry. We continually invest in our technology, people, and solutions to create excellence for the next generation, particularly their digital components.
