For most of us, buying technology, whether it’s a laptop or wireless speakers, is far from straightforward or fast. What features do you need? Which brand is better? How do you figure out the best option in your price range? And so on.
Same dilemma for businesses but magnified because of the higher stakes. They invest in technology solutions to improve operations, add new services or products, increase competitiveness and reach other important organizational goals.
To help make the choices clearer in customer communications management solutions, leading industry analyst, Gina Ferrara of Madison Advisors, recently laid out the 7 key capabilities she says every CCM system should include, “. . .each of which is crucial to managing the end-to-end communication life cycle” and “can serve as decision markers for selecting a CCM hosted managed services provider.”
A checklist like this is invaluable, no matter where you are with your CCM program. Here’s how Nordis Technologies’ cloud-based Expresso® CCM system measures up against the 7 capabilities:
Capability
Madison Advisor Point of View
Nordis
Data aggregation
Data collection and management is most critical aspect of CCM platform.
Ingest data files from a wide variety of formats.
Expresso is data agnostic, able to accept virtually any data format or file structure.
We build custom data integration for each client so we can accept records either via batch files or APIs from the client CRM or other system, with this customer content mapping into documents for composition, production and delivery.
Customer profile and delivery preference management
Dynamically present content preferences.
Let customer have control over two-way conversation.
Collect customer profile information to cater to both mailed and electronic delivery, and mobile messages.
Manage delivery preferences for all channels and all communications types.
Expresso has the capability to manage email opt-in/out preferences.
Most of our clients prefer to retain this function within their core system of record.
Easily executes channel preferences.
Importantly, also automates the handling of returned mail or bounced emails. For example, if an email bounces, Expresso can automatically mail out a hard copy of the bill, letter or other document to the customer’s address.
Content Management
Second in importance only to data management.
Content repository stores all components necessary for generating communications.
Gives business users control over managing content without relying on IT.
Clients build content libraries with text, logos, images and more with Expresso.
Our production history feature tracks changes made to content by username and date stamp for handy user reference and compliance.
Clients can also directly access their document templates.
Business rules and custom tables make it easy for business users to customize communications with variable content using a point-and-click interface with no need for IT help.
Document composition and post-composition
Data, content and business rules are stored separately from document templates.
This allows easy and efficient changes as needed.
Allows users to design communications once for delivery across many channels.
Create, change, update, review, approve documents, emails and text messages and retrieve and/or produce reports on previously delivered communications.
Data, content and business rules are stored separately and are used to dynamically populate communication templates for documents, emails and text messages.
Business rules are customized and can be updated to adapt to changing business requirements, and are generally used to present specific content based on an indicator in the data file.
Omnichannel delivery
Ability to engage customers in their preferred channels with content that’s personalized and relevant.
Support all channels, including print, PDFs, web portals, secure email, smartphones and SMS/texts.
Expresso offers print, secure email, SMS/text, responsive html, and digital wallet channels
Used for sending statements, notices and other customer communications, plus links in the electronic communications so customers can respond and interact.
Custom tables and business rules make it simple to:
segment customers
tailor content
Includes brand logos, images, text, additional inserts or offers into mailings, emails, digital wallet correspondence, and texts.
Archival
Creates an archive copy during document composition.
Option to store documents in client archive.
CCM provider manages the archive so appropriate indexing allows for easy search and retrieval and, if necessary, redelivery.
Expresso encrypts and archives the data, rules and content used to render documents, emails and text messages for time periods determined by the client. These are used to re-render communications as needed and for reporting purposes.
We also can create and transfer PDFs of previously produced communications to a client’s archive.
With the Expresso archive, users, such as customer service reps, can access customer communications in real-time.
Documents re-rendered exactly as they were created and sent.
Dashboard and reporting
Dashboard that shows logical and physical status of documents.
All production-related information from point of file ingestion to delivery is available to user.
Expresso reports on:
Data file arrival.
When the files are processed to create communications.
When printed documents enter the mail stream or electronic communications are delivered.
Also reports on how many records were rejected, because of incorrect email addresses or cell phone numbers, or returned due to wrong address or other reason.
In addition, clients can:
Configure custom reports
Define email or secure SFTP delivery
Schedule reports to run daily, weekly or monthly.
Other important CCM considerations
The capabilities identified by Madison Advisors are important considerations when selecting a CCM system. We have two more to add that we’ve found bring significant additional value to clients.
1. Complete solution.
Being able to manage the full cycle of billing communications and payments, plus other types of customer communications, from a single dashboard. Nordis delivers just such a powerful and complete solution, with Expresso seamlessly integrating into:
Nordis’ Print/Mail services
Streamlines production and delivery–eliminating the need to share customer data, coordinate print and digital production, and resolve undelivered mail and email issues among multiple providers. These services include ExpressoCertified®, which automates and streamlines preparing and tracking Certified Mail documents.
ExpressoPay®, Nordis’ electronic bill presentment and payments system.
Our ExpressoPay solution offers significant benefits to both billers and their customers. Customers enjoy convenience and customization, such as receiving an e-statement in their digital wallet with a link to the biller’s payment portal or a text reminder for an upcoming bill deadline with a link to the online payment system. Billers get paid faster and have fewer late or missed payments, all while improving the customer experience.
2. Unique business model.
Expresso is one of the best values in the CCM marketplace. Nordis charges modest processing and maintenance fees to access the platform, especially when compared to traditional CCM software providers. Nordis’ revenue is largely derived from document production servicing and digital delivery fees. Expresso is a value-added feature that differentiates our services in the marketplace.
Please get in touch at sales@nordistechnologies.com if you’d like to learn more about Expresso or our other technology solutions.
About the Author
Bryan joined Nordis Technologies in 2016 to manage and grow the company’s already-large vacation ownership client base. He also is responsible for business development and market expansion in the healthcare and financial services markets. Before joining Nordis, Bryan spent more than 21 years with Interval International, a leading global provider of vacation ownership services. Bryan graduated from Northwestern University with a bachelor of science in political science.
Bryan Ten Broek Vice President – Business Development
