ePresentment, or the ability for customers to access their statements, notices and invoices, is widely used in financial institutions, insurance companies and healthcare providers across the world. Despite its widespread use across multiple industries, ePresentment designs and features have been stagnant for over a decade, falling short of current customer expectations.
Below are a few reasons your ePresentment may be falling short and why you should consider something new:
1. Lack of mobile responsive design. Many vendors can tout mobile friendly ePresentment, meaning their site platform displays accurately between a desktop/laptop computer and a mobile device such as a handheld phone or tablet.
True mobile responsive design means the website is designed to provide an optimal viewing experience—easy reading and navigation with minimum resizing, panning, and scrolling—across a wide range of devices. According to Adobe, eight out of ten consumers will stop engaging with content if it does not display well on the device they are using.
Modern organizations must have an ePresentment platform capable of receiving and serving up content to a multitude of customer channels, including web, social, mobile, tablet, text messages, email, and print.
2. Outdated user interface. When online document presentment first entered the market, it was common to see different user interfaces hosted by multiple vendors. This approach is clunky and and looks outdated. It is imperative that organizations create a seamless online experience for their customers.
Adobe research states that 38% of people will stop engaging with a website if the content or layout is hard to navigate or use. Consumers will abandon your ePresentment application if it does not seamlessly integrate with your online consumer website. This can result in low eAdoption rates and damaged brand reputation.
3. Convoluted change management. Many ePresentment platforms do not provide direct editing control, ie, content management platform. In fact, most businesses are fully dependent on third party vendors if a change to the website is needed. For example, if a company needs to update messaging to reflect new auto loan interest rates, that company would have to request the change through their vendor, wait for changes to be made, and incur costs.
Wrapping it Up
ePresentment solutions are behind the 8-ball when it comes to mobile responsive design, user interface and change management. It’s time to rethink ePresentment.
Click here to contact Lanvera and learn more about how our ePresentment solutions will revolutionize your communications.
A data breach at credit reporting Equifax has exposed credit card, social security, and addresses of millions of people, putting them at risk for identity theft. This breach is one of the largest ever, and what makes this hack especially harmful is that the thieves have more than one piece of an individual’s information to quickly create a new identity. From opening a credit card to obtaining a loan, the hackers can do just about anything with the data.
With this hack on top-of-mind, it is important to review your own data security processes and procedures to ensure your customers’ information is secure. How can you guarantee that your company, or the company you trust to manage your customer’s documents, provides adequate data security?
Specifically related to customer-critical documents, below is a brief rundown of the 4 primary elements that any business responsible for keeping data secure should have on hand:
1. SECURE FACILITY
Any organization or business that houses customer information must undergo audits to ensure information is kept secure. These third party audits are necessary to check that there are stringent controls in place to guarantee the security of data as well as customer documents. Additionally, a facility-wide physical-security measure is needed, including employee access cards, door alarms and internal and external security cameras.
2. DOCUMENT INTEGRITY
Your software and processes must be designed to allow for 100% document integrity. The utilization of intelligent barcodes ensures that each page is matched and envelope contents are correct, and can embed logic for intelligent insertion and special handling.
Output envelope scanning guarantees that every single document that hits the mail stream, provides an archive for audit purposes, and guarantees all envelopes are tracked so that no run is released without 100% verification.
All document privacy laws must continually be met. This includes the Gramm-Leach-Bliley Act, HIPAA and FACTA. Additionally, it’s important that the document management platform accommodate easy change management so that as regulations and requirements are updated, documents can remain compliant.
4. BUSINESS CONTINUITY
In the event of a natural disaster or unexpected power outage, data must be accessible from a secure remote back up facility to enable business processes to continue. Data must be comprehensively backed up at a secure location that features total redundancy of all online systems, databases, communications, power, form inventories and print and mail facilities.
Safeguarding against data breaches is imperative to the health of any company. If hacked, it can cause customer attrition, bad PR and a huge headache for everyone involved. Stay on top of good data security strategies that work for your business and customers.