Customer Demand

With the increasing popularity of web access on-the-go, consumers are demanding information electronically now more than ever. For many businesses, securely presenting and delivering electronic correspondence poses a considerable challenge.

Customers are quickly adopting new communication technologies and expecting organizations that they deal with to support these technologies. The rapid advancement of mobile communications and social media is viewed by many organizations as a challenge; however, it should be viewed as an opportunity to improve customer communication, reduce load on call centers and open new channels for marketing products and services.

While the types of information clients want to receive electronically varies, the sensitivity of the data shared typically dictates the manner in which a company can distribute the correspondence. For example, event-driven alerts and notices, such as account balance alerts, payroll deposit notifications and payment confirmations, are types of non-sensitive correspondence that can easily be delivered to an email account or wireless device. However, items such as bank statements, personalized letters, contracts, bills, brokerage statements, grade reports and explanation of benefits are unique to each client and must be presented and delivered securely in order to address privacy and compliance regulations.

By combining corporate security policies with customer preferences, both the organization and customer can be satisfied through a solid electronic customer communications strategy.