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As companies seek ways to control rising postage and other costs while satisfying an array of customer communications and payment preferences, they are looking more to digital interactions. Case in point: Our latest Nordis client survey revealed a tremendous uptick in interest in our digital solutions.
We’ve built a growing suite of digital communications and payments solutions that work seamlessly with Expresso®, often requiring just a PCR (program change request) to your Client Success Manager to kickstart the new service. Clients currently using different vendors for digital options as well as those ready to take advantage of new digital capabilities will see big benefits from leveraging Expresso as your single source for these channels and services.
Read on for some of Expresso’s top digital options for communications, payments, mailings and compliance, then connect with us to unlock even more value from Expresso.
Omnichannel communications
Creating and delivering omnichannel communications with Expresso reduces complexity and costs. Using one platform reduces the need to manage and maintain multiple software licenses, integrations, and/or vendors. Additionally, the same data import engine, content library, business rules and custom tables can be used for email and text communications. As important, you’ll ensure consistent messaging and branding across channels, giving customers a uniform experience no matter how they choose to receive communications from you. This leads to higher customer satisfaction and loyalty.
Expresso enables three types of emails to meet different business and security needs.
- Message-only email Your primary message is contained in the email. These emails incorporate responsive design and can include full-color logos, images and other media elements optimized for any device. Examples of message-only emails include vacation reservation or payment confirmations. They can be triggered by a batch file (similar to print), or Expresso can receive the email data in real-time via API for time-sensitive communications.
- Standard email (with a document link) This email type can still contain messaging in the body, but the primary communication is viewable via a link to a PDF document that is identical to its hard-copy counterpart that is composed and managed through Expresso. Examples of standard emails with a document link include HOA communications or other documents that do not contain sensitive/personal information.
- Secure email (with a document link) Secure email is mainly a vehicle for linking to sensitive documents, such as billing statements or compliance-related communications. It requires customer authentication to view a linked document. The authentication value, such as account number or zip code, is matched back to the data record, and when entered by the customer, the PDF document will display.
Our digital-first clients use Expresso to “waterfall” their critical communications, sending email first, followed by a hard copy mailings if the email remains unopened or bounces.
You can develop and distribute recurring, compliant text messages, leveraging the same data fields, business rules, and functions shared across your communication channels in Expresso. The text message is composed by Expresso and may include the aforementioned secure (requiring authentication) or standard document links. It is then deployed by our partner and industry leader, Solutions by Text (SBT). You can opt for dedicated short and long codes for sending messages and create branded URLs using SBT’s SmartURL™ product.
As with email, Expresso makes it seamless to connect with customers and manage across channels. From your Expresso dashboard, you can send texts with document links that electronically present statements, adverse action letters and other communications composed and archived in Expresso.
Consumer and supplier payments
Integrating payments into Expresso enables clients to streamline and automate operations, increase productivity and improve employee, consumer and vendor satisfaction. Extend the synergies of managing multiple communications channels on one platform by completing the billing cycle with payments. Simplify tracking, reporting and delivering a consistent yet personalized customer experience across the consumer financial process.
Our electronic bill presentment and payments (EBPP) system lets consumers view their billing statements, presented in PDF from Expresso, and make payments via mobile devices, computers and by phone. Clients can create self-service payment sites for each of their brands and offer customers such options as making one-time payments, automating recurring payments and setting up payment plans based on client-determined criteria and policies. Our platform meets the strictest regulatory and compliance requirements, including HIPAA, SOC2, SSAE 18 and PCI Level 1. Other features include the ability to surcharge credit card payments (to offset merchant processing fee), and enable text to pay for customers that create an ExpressoPay login.
In addition to all the operating advantages of managing both communications and payments on one system, clients can speed payments and enhance CX. It’s easy and effective to promote online and self-service account management and payments in Expresso-generated print and digital billing statements, payment reminders and more. Clients provide links to payment portals in emails and text messages and prominently display website addresses and personalized QR codes in mailed documents.
This Nordis B2B-focused service digitally transforms paper-based, manual accounts payable processes with automation. Our AP payments-as-a-service platform powered by Finexio enables clients to offer fast and secure electronic payments to vendors, improving efficiency, vendor satisfaction and compliance with contract terms. While your suppliers can still opt to receive checks and other payment methods, all vendor communications and payments are handled through the platform. The system securely collects, validates, encrypts, and stores account information, preventing fraudulent activity while centralizing payment data, analytics and reporting.
Enhanced digital mailing services
Expresso offers digital options to enhance the effectiveness of postal mail communications.
Automate sending Certified Mail and receive digital proof of receipt with Expresso. Simply select Certified Mail® delivery and envelope size in Expresso. It not only saves time but money—each ExpressoCertified mailing piece costs over a $1 less than a green card. You can use Expresso to compose the documents or simply send PDF print-ready files and the certified content is added during file processing.
Integrated into Expresso, this premium USPS service for in-route mail catches old addresses that have not yet been updated in the National Change of Address database. It affixes a label with the current address and delivers the communication there. USPS securely destroys the mailing if it doesn’t locate a new address and the mail is undeliverable. Your Expresso dashboard can receive daily ACS reports with corrected addresses and reason codes for non-delivery.
When USPS’ address correction services fail to locate a current customer address, Nordis offers skip tracing. We digitally search consumer databases for current addresses for client-designated customers and automatically send an alert to Expresso when new contact or address information becomes available. Clients can set parameters to automate skip tracing, such as all customers with bills for $200 or more.
Enhanced compliance
We keep all communications you develop and produce in Expresso safely in the cloud. You can define a longer time to save documents based on regulatory standards or company preference. That means your customer service representatives can retrieve them as needed, in real-time and in the original format. You can also set up e-presentment in online portals so customers can access the documents on demand, as well.
Some clients have their own systems for document retrieval. We can provide Expresso-generated communications back to clients via a PDF return file. Extended archive is still available for presentation and reporting.
Reporting
Be sure to capitalize on all of Expresso’s reporting, whether it’s confirming a mailing date, email results or any of the hundreds of reports you can produce with your data and dashboard.
Tap into Expresso’s power to deliver exceptional customer experiences across all digital touchpoints and significant efficiency gains for internal teams.
Talk to our Client Success Managers and let them help you assess where there are opportunities to drive productivity and foster deeper customer connections.
