Using Flexible CCM to Connect with Customers during Pandemic

The power of cloud software for customer communications is on full display during this pandemic, enabling people to safely and securely continue doing their jobs from home and to stay connected, compliant and relevant to customers.

Companies are finding that the biggest benefit to using cloud-based customer communications management (CCM) technology is having the control and flexibility to quickly and easily change content to include COVID-19 related messaging and tap omnichannel distribution. With CCM software, you make the changes yourself in a matter of minutes and internal reviews are handled right in the system. You can update documents and secure approvals on the same day.

Agility and speed in customer communications are especially important these days. Here’s how some Nordis clients are using our Expresso CCM software to support and inform their customers:

Vacation ownership companies are alerting customers that they are postponing homeowner association (HOA) annual meetings and elections. Rules vary by HOA, with each requiring specific communication steps for notifying owners about governance issues. CCM is also being used to advise resort owners and guests regarding resort closures, cancellation policies and opportunities to re-book vacations in the future.
Mortgage service companies are providing customers with critical details about deferring monthly payments. Known as forbearance requests, borrowers can seek relief from paying monthly mortgage payments due to COVID-19 financial issues. Under terms of the CARES Act, borrowers with federally backed mortgages may request forbearance of up to a year to suspend payments without penalty. So far, about 4% of mortgage borrowers have stopped making payments, according to a survey from the Mortgage Bankers Association.
Revenue cycle management (RCM) companies are working with healthcare providers to modify billing procedures and messaging to stay in compliance with new rules tied to COVID-19 financial aid for hospitals For example, as a condition of reimbursement, hospitals cannot bill uninsured patients for COVID-19-related care.

Moving forward

Even as governments start making plans to slowly open schools and businesses, many people may continue to work from home for an extended period. The lingering need and desire for social distancing are likely to spur interest in electronic billing and payments. So the value of omnichannel CCM and electronic bill presentment and payment (EBPP) systems will only grow. Here are some suggestions to leverage your CCM system going forward:

Promote the advantages of digital communications and make it easy to opt-in. Whether email, text or digital wallet, digital delivery channels provide convenience and ease of use with handy links to the customer’s account, payment options and the biller’s website with immediate access to all relevant information.
Encourage customers to use digital payments through online portals and mobile wallets. Not only do they get the benefit of “no-touch” payments, they can manage their accounts on their smartphones and receive notifications for balance alerts, billing due dates and payment confirmations.
Digital channels are important, but so is paper. Some financial and compliance-related documents must still be sent by mail, and many businesses continue to use paper checks. During this public health crisis, print production and mail are considered essential business, so you can count on your bills, letters and other printed materials reaching your customers.

Keeping in touch with customers – to alert them to new business hours or policies, waived late fees, deferred payments or even the availability of new services — has never been more important. We absolutely are all in this together so if there’s any advice or help we can provide, please don’t hesitate to ask us.

See what Nordis can do for you.

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.