For the past decade, moving to paperless communications has been at the forefront of most organizations’ minds. Not only is electronic delivery a customer expectation, it also benefits your business’ bottom line. In fact, a recent study estimates that moving from paper to electronic delivery of certain documents could reduce costs of producing communications by 36 percent. While it is not a new concept, the challenge still exists in accelerating eAdoption. Here are three secrets to driving paperless customer communications:

1.Provide Consistency in Electronic Document Formatting
Many third party software packages generally provide a rudimentary print layout of a document for use electronic use, thus creating a stale, unfriendly document that does not match the printed, often legal, version.  This creates customer reluctance in moving to electronic delivery because the same document presented in different formats for print and electronic can be confusing.

A successful electronic conversion includes providing an exact replica electronically that is offered in print and mail. A very important reason to offer online statements in the same format as printed is to provide the institution’s customers with a true legal document online rather than a home banking transaction printout. Because most customers require a legal version of their documents in the event of a loan application or tax audit, offering the statement in the same format will encourage eAdoption.

2.Rethink Print Default
Many organizations still have print documents as the default option on new accounts. When customers are not made aware that they can make the switch to paperless, they assume print and mail is what will serve them best. For statements and other documents that aren’t necessarily required to be sent via snail mail, a good option is to set electronic delivery as the default option on new accounts.

“When we switched cores in 2009, we made a big push toward eAdoption on new accounts opened by setting the default statement option to electronic,” said Sandy Gaskamp, Operations Support Manager at University Federal Credit Union. “We now have an 86% eAdoption rate with over 205,000 members, and they all seem to be enjoying the advantages of going paperless.” This not only enhances the customer experience, but also saves on print production and postage costs. In order to meet regulatory stands, be sure to communicate the default option with new account holders so they can verify it as the option they desire.

3.Offer More Outside of Online Banking
Online banking has been widely implemented in financial institutions to provide customers with easier access to accounts in order to alleviate traditional in-person transactions and decrease print and mail costs. However, due to the lack of eAdoption, the ROI on online banking platforms alone has not been as high as originally anticipated. Typically, it is difficult to convert non-transactional customers to electronic documents due to the perception that they do not need to access online banking to manage a daily balance or transfer money. Translation: One cannot live by online banking alone.

Your business’ website coupled with a mobile-responsive ePresentment platform can work wonders for eAdoption rates. If an electronic document can be accessed and viewed securely from your website without going through online banking, the potential audience for eStatements and other electronic documents increases beyond online banking users because customers then do not have to remember a login or sign up for online banking in order to switch to digital document delivery. By providing a direct access point to electronic documents, the overall customer experience is heightened. Additionally, if you are being charged by your provider for each online banking user, the users who opt out of paper documents through ePresentment are less costly.

Customers also desire a central location to access all account documents including notices, loan coupons and tax forms. If your business can support electronic documents, including eStatements, eNotices, eLoan Coupons and eTax Forms, your customer  has the option to receive all communications electronically, which is a win-win scenario.

Conclusion
By giving your customers the opportunity to access more of their documents online, you can begin the conversion toward providing total comprehensive electronic services. It is important to remember that the customer is looking for at least as much value as they receive from a printed document.

To read more strategies on driving paperless communication, access our white paper.

The invoices, notices, statements and other business-critical documents your organization sends represent not only a substantial allocation of funds, but also a key vehicle for communicating with your customers, and thus one of the most critical components of your business. That said, these documents should not be overlooked as a simple operational formality.

There are four important facts every executive should know about customer documents and why they are one of the most important elements of any business:

1. Between 50-70% of total indirect spend in the financial services industry is on I.T. and technology infrastructure.  Part of this percentage includes the equipment, software and maintenance costs necessary for document processing and production, as well as costs needed to ensure compliance with changing regulations, data security and management and overall operational improvements. Having the infrastructure necessary to keep up with demands is essential, but it is costly. Additionally, expenses tend to be on the higher end of the overall percentage if all production operations are kept in-house.
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2. A decline in branch visits and increase in digital and mobile banking has made business-critical documents a major contributor to the customer experience.  Last year saw the highest level of bank and credit union branch closures in U.S. history, according to FDIC data. This solidifies the fact that financial institutions must improve the customer experience in other ways to account for this drop in face-to-face interaction. Customer documents, both print and electronic, are more important than ever for enhancing the customer experience and driving behavior.

Here are ways you can use transactional documents to enhance the customer experience:
-Offer user-friendly eStatement hosting on your Home Banking
-Utilize mobile applications that provide capabilities such as opening a new account, fund transfers and direct check deposit 
-Print documents that are designed and optimized to be easily understood, personalized and fully branded

3. Documents can serve as a Powerful Marketing Tool. Given the drop in branch visits, both print and electronic customer documents can supplement for the loss of face-to-face interaction and serve as an essential and profitable marketing tool. Access to transactional data gives the financial industry the unique ability to personalize documents and provide their customers with timely, applicable marketing messages through transpromo marketing in the form of personalized affiliate ads, as well as cross selling and upselling.

4. Document outsourcing is the best way to simplify processes, reduce costs and manage risk while increasing value. While the need to reduce costs and conserve resources is a prominent one, it’s important to remember to cut the RIGHT costs and allocate your expenses to elements that will work tangent to your business goals while increasing overall efficiency. Document outsourcing is an excellent way to mitigate some of the IT spend while continuing to achieve the technological advancements that customers require.  

A great document outsourcing partner will serve as a single-source extension of your business, offering a comprehensive combination of equipment, security, delivery vehicles and software. In addition to controlling operational costs and reducing capital expenditure needs, outsourcing can provide added value through enhanced marketing opportunities and assured quality control, which ultimately allows you to devote your time to your core competency.

For a free consultation, click here.

Virtually every financial institution loses some customers, but few ever measure or recognize how many of their customers become inactive. High turnover rates often occur when a bank or credit union invests an enormous amount of time, effort and expenses building the initial customer relationship, only to let that relationship go unattended. As a result, the customer becomes disengaged and more likely to walk away, leaving the bank in a position to spend another small fortune to replace them. In fact, according to the White House Office of Consumer Affairs, it is 6-7 times more expensive to acquire a new customer than it is to keep a current one.

Based on these facts, the easiest way to grow is to focus on retaining current customers while increasing incremental product spend. Once you decrease turnover rates, it’s often possible to significantly increase your growth rate because you’re no longer forced to make up lost ground just to stand still.

Increasing customer retention often starts with consistent communication, branding and personalization.

1. Provide Proactive Support
Usually, customers who have problems with products and services will not communicate the issue. According to Lee Resources International, for every customer who complains about an issue, there are 26 who stay silent. Instead, they take their business elsewhere. 
 
A best practice for “breaking the silence” and providing proactive support is to utilize the space on digital and print documents to request feedback and encourage open dialogue.  

2. Value Proposition Reinforcement
Value propositions are a clear statement that should:

• explain services and how each service improves the customers' situation (relevancy),
• deliver specific benefits (quantified value),
• highlight competitive advantages that drive customers to stay with the orgianzation (unique differentiation).

A cost-efficient, yet effective way to reinforce value proposition is through ePresentment of transactional documents. As customers log in to view documents, they are easily reminded of the company value by simply displaying personalized messages on a daily, weekly or monthly basis.
 
3. Add a Personal Touch
As technology continues to evolve, customers are expecting more personalized communications that align with behaviors, needs and wants. According to “The Cost of Poor Customer Service” by Genesys Global Survey, 38% of consumers say personalization is important to the customer experience.

Marketing space on digital and print statements, letters, notices, etc. can be optimized to target customers with products and services that best fit specific needs. A best practice is to utilize existing customer data to identify specific criteria, including account balance, zip code, and spending habits, to name a few. From there, leveraging dynamic communications on all digital and print documents creates a timely, effective customer experience.

While it’s next to impossible to have a 100% retention rate, financial institutions can drastically decrease turnover by proactively approaching and maintaining current customer relationships. 

​To learn more about customer retention through transactional documents, contact us at lanverainfo@lanvera.com or click here.

Loan servicing professionals are perpetually experiencing regulatory changes while trying to balance portfolios. The “do more with less” mentality in the industry has sent loan servicers on the search for ways to increase their profit per loan.
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​Here are two ways to expand the value of your portfolio this year:

1. SEGMENT MARKETING
In segment marketing, a borrower base is divided into groups of individuals that are similar in specific ways relevant to customer attributes such as age, gender, interests, spending habits, etc. According to MailChimp, segmented email campaigns receive 14.72% more opens and 62.84% more clicks than non-segmented campaigns. What does this mean for your portfolio? Borrowers are more receptive to information that is specific to them.

Lanvera helps increase revenues by providing the ability for our clients to sell affiliate marketing space to businesses that offer services similar to borrowers’ needs. Segment affiliate marketing in borrower-critical document delivery can be applied multiple ways:

• Present a marketing page to borrowers as they sign on to access their statements. Information such as marketing promotions or inserts can be utilized for maximum exposure and increased calls to action.
• Utilize digital onserts to optimize workflows and segment borrowers groups with particular offers most beneficial to the individual. Digital onserts are clickable, providing instant access to landing page promotions and a faster way to drive intended borrower behavior.
• Capitalize on multichannel expanded hyperlinks by including links to webpages and offers from directly within individual electronic documents. Interactive links provide borrowers easy and instant access promotional content.

The benefits of personalized marketing are enormous to both borrowers and servicers and can impact profit per loan significantly. As a partner, Lanvera helps to maximize borrower communications through segment marketing, resulting in improved ROI and higher eAdoption rates. 

2. DYNAMIC MESSAGING
Dynamic Messaging allows you to present strategic messaging to all borrowers or a specific target group and use consumer-facing marketing space by targeting account holders with products and services that best fit their needs.  There are many ways to incorporate dynamic communications on specific borrower criteria, including account balance, zip code, gender, or marital status, to name a few. You don’t have to reinvent the wheel in compiling data because you already have it. Why not use it to increase your bottom line?
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Here are some tips on harnessing the power of dynamic messaging on borrower-facing digital and print communications:

• Target to individuals, not groups. Not all borrowers are created equal, so personalization is key! In a recent survey, only 21% of individuals reported that marketing messages they receive are “usually relevant.” This low percentage provides you with an opportunity to stand apart from all of the usual communications your borrower receives on a daily basis by presenting them with messaging that is targeted specifically to their needs. 

• Always Be Changing. A colleague of mine once told me, “A static website shows your audience that your organization is static.” The same principle applies to all other borrower communications. If your borrowers don’t see you moving forward with the times, they will be less likely to respond to your brand’s communications. A good practice is to re-evaluate messaging on a quarterly basis to encourage high engagement rates.
• Timing is everything. This ties both of the above points together. Say a borrower has JUST opened up a savings account with your institution. Would it be wise to send them a document the following month containing an ad with the messaging, “Open a savings account with us?” No. Instead, maybe it’s time to start sending them ads about an auto or home loan.  

The opportunities to speak to your borrowers on a personalized level without any human touch points involved are endless.  As borrower communications continue to shift, the importance of dynamic communications will continue to increase. To learn more about how you can net more profit per loan in 2018, click here.

​It is no secret that self-service is today’s preferred method of problem solving. In fact, Fast Company reports that 70% of consumers expect a company website to include a self-service tool.
 
While self-service applications are expected on all consumer-facing digital platforms, they are equally as necessary for your business’ use. Third party vendors with self-service portals can help you streamline routine tasks by giving you more control and drastically decreasing interaction with a representative.
 
A self-service customer communications portal will provide you with the opportunity to personalize marketing, reduce costs, increase efficiency, and be prepared for emergencies.

Personalize Marketing
Gone are the days of mass marketing! According to a recent report from Accenture, 75% of consumers are more likely to buy from a company that recognizes them by name, recommends options based on past purchases and/or knows their purchase history.
 
 An intuitive self-service customer communications portal allows you the flexibility to utilize customer data for personalized and dynamic one-to-one marketing messages. As a result, you will increase customer buy-in on relevant additional products and services.
 
Reduce Costs and Increase Efficiency
With 24/7 remote access, you can make changes to your customer communications at any time and on your own timeline. Additionally, the ability to make turnkey changes on your own without all the red tape of having to communicate back and forth with your vendor (submitting a ticket, clarify necessary changes, etc.) will save you headaches, time and extra expenses.
 
Be Prepared for Emergencies
Unfortunately, we do not usually know ahead of time when an emergency will occur such as a natural disaster or power outage. A user friendly, self-service portal will give you remote access to quickly and easily upload and import customer files and messages to your digital platforms in order to keep customer communications intact.
 
Conclusion
A self-service customer communications portal can change your communications strategy from reactive to proactive by providing you the ability to change messaging at any time, on your own timeline and from anywhere.

​Contact us today to learn more about how Lanvera’s self-service customer communications portal can help you streamline efficiencies.

Your loan profit margins are under constant pressure from borrowers, competition, regulation, inflation, and the economy. However, there are ways to offset these costs through strategically composed borrower communications. Here are five ways you can use borrower communications to increase loan profit margins:
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​1. Add Color. We don’t just mean a colored logo! A well-placed call-to-action in bright colors can do wonders in capturing your borrowers’ attention and influencing them to make their loan payments a top priority.
 
A good color scheme will have a significant impact on your digital and print document marketing response rates. This is proven to be true by a recent study conducted by the secretariat of the Seoul International Color Expo, which determined that 92.6% of those surveyed stressed the importance of color visuals. If you want to increase speed-to-pay, make sure your documents are full color.

2. Go Digital. According to ACI Universal Payments, Americans pay more than half of their bills online. Create a unique and memorable borrower experience by providing applications that allow for easy online and mobile payments, as well as offering opt-in push notifications and SMS alerts. Offering these applications provides borrowers with multiple ways to make payments.

3. Segment Your Audience. Not all borrowers are the same, which means standard marketing will not produce the same response rate as segmented marketing. Incorporate targeted and personalized messaging in your documents by using business rules and workflows, and you will significantly improve your marketing ROI.

4. Utilize Dynamic Messaging. Dynamic messaging allows you to present strategic, real-time messaging to specific borrower groups by using your document ‘white space’ to market products and services that align best with each borrower’s needs. There are many ways to incorporate dynamic communications on specific borrower criteria, including zip code, gender and marital status, to name a few.

5. Implement Affiliate Marketing. Form partnerships with outside businesses to utilize advertising space on your borrower documents. This is an appealing opportunity to prospective advertisers because personalized borrower communications tend to have much higher open, view and read rates than other print and electronic communications.
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The Bottom Line
Strategic borrower communications can be used to improve your loan profit margins. By adding color, going digital, segmenting your audiences, utilizing dynamic messaging, and implementing affiliate advertising, you can put more money in your pocket.
Learn more about how Lanvera’s solutions can help you increase profit margins by clicking here to contact us.

The “we’ve always done it this way” mentality will cripple your credit union as your competition adopts the latest technology and business practices to maintain success and growth. Continuing to operate as-usual year over year without change creates challenges for your credit union operations, and ultimately your members. Therefore, it is critical to continually evaluate new processes and opportunities to achieve your credit union’s current and future goals.

Today, we have outlined the top business challenges facing credit unions that are opposed to change, as well as a few ways to effectively implement change:
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• Challenge: We’ve always relied on face-to-face interaction 
  The Wall Street Journal recently released an article claiming retail banking automation could take over 30% of credit union and banking jobs across the United States within the next ten years. The rise in digital banking has forced credit unions to think differently about member engagement. As brick and mortar locations are closing all over the United States, most that remain open are downsizing employee counts in lieu of Intelligent Teller Machines (ITM).
  
  Solution: With the rapid decline of face-to-face interactions, most of your members will develop their opinions of your credit union based on your website, online banking, ePresentment, and print & mail communications. These communications should be designed to give your members a streamlined, personal experience. Think self-serve options, ease of use and mobile responsive designs! READ MORE>> 

In an effort to meet the demands of digital-first customers, reduce expenses and improve efficiencies, Bank of America has recently opened three completely automated branches in Colorado and Minnesota. These branches include ATMs, as well as video conferences with employees from other branches, according to Bank of America Spokeswoman, Anne Pace.
 
“We are literally automating every single thing,” said Dean Athanasia, co-head of consumer banking. “Paper handling in the middle office, we want to take out. We want to streamline the transactions from front to back office – make it completely seamless – and that goes to auto loans, mortgage, credit cards, deposits.”
 
The banking conglomerate’s move toward a more automated, self-service model is just the tip of the iceberg when it comes to creating a more streamlined, cost-effective and digital-first customer experience; and it is the exact path most other financial institutions are following. In fact, the Wall Street Journal recently released an article titled “Citi: Technology Could Cost Two Million Bank Employees Their Jobs,” claiming that retail banking automation could take over 30% of the banking jobs across the U.S. and Europe within the next ten years.  
Most studies show that production, customer service, office and administrative jobs will be among the first occupations to be completely taken over by technology. Furthermore, bank teller positions clock in at a 97% likelihood of being fully automated within the next twenty years, according to BBC.com. Basically, any job that does not require empathy such as social workers, nurses, therapists, and psychologists will be less likely to remove the human element. This will provide most financial institutions with a more cost-effective way of serving customers.

What does this mean for your business?
​1.Personalization is Key
62% of millennials report that brand engagement is more likely to make them a loyal customer, according to USC Dornsife. Because the actual in-person element is being eliminated, it is important to consider that each of your customers wants to feel special- which means that blanket messaging will no longer cut it if you want your business to be successful. Instead, customers want an experience that is unique to their individual preferences. The transition to more hi-tech, less touch strategies will force financial institutions to personalize all communications, including electronic and print customer documents. If your documents are consistently formatted and optimized for readability, easily accessible through any platform or channel and personalized to individuals instead of your customer base as a collective group, you will create the memorable and engaging experience customers crave.
 
2.Your Vendor Relationships Matter
According to Biztech, when you choose the right document services vendor, your organization can save up to 30% annually. When it comes to user-friendly digital applications, the best defense is a great offense. Be sure to align yourself with a document services vendor that has a digital roadmap and is heavily invested in technology that can help you address your customers’ digital demands.

Interested in learning how Lanvera can help guide your customer communications in today’s digitally driven world? Contact us today.

According to Internet Live Stats, 89% of the population in the United States uses the internet on a daily basis. As technology continues to evolve rapidly, the member online user experience (UX) has to be a key component of your core strategy for developing a better and differentiated member experience through digital transactions and communications at your credit union.

How do you know your online experience is meeting member expectations?
Taking a step back to look at your digital applications through your members’ eyes, here are some questions you can ask to gauge your members’ online user experience (UX):

• How easy is it for members to use?
• Can members accomplish what they need to do on your digital applications (i.e. access their balances, pay bills on online, transfer funds, order checks, etc.)
• How quickly can members find information on your digital applications?
• Do notifications and alerts stand out to members on your digital applications so they are quickly aware of actionable items
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How can you improve the online experience?
Your credit union’s digital applications should be developed to focus on the needs, wants and expectations of your members. This means your website, home banking and ePresentment should all work together to create a UX that meets those requirements. Two of the biggest trends we have seen in UX to help meet member expectations are Mobile First Design and Self-Service...

CONTINUE READING OUR COMMUNITY ARTICLE ON CUINSIGHT>>

With the continued emergence of fintech, the competitive pressures innately forced upon businesses to improve the online customer experience continue to grow rapidly. By 2020, it’s estimated that your customer will manage 85% of their relationship with your business without human interaction, according to Walker Information. 

Many businesses have adopted a self-service online model, giving customers more control over their accounts and transactions. While this is certainly a step in the right direction, where many fall short is the “set it and forget it” mentality. The result? Potentially frustrated customers, increased customer service calls, decreased retention rates, and lost sales opportunities.

Thankfully, there are solutions on the market geared toward improving an organization’s online UX. Electronic Presentment (ePresentment), for example, is an application that can help you satisfy today’s needs with the capabilities of facing tomorrow’s challenges. Here are some tips to ensure your ePresentment is cutting it in today's technology driven world:

1. Personalize. Studies show that customers react positively to personalization. Why? Because they like to feel valued as individuals rather than just numbers.
 
2. Utilize Dynamic Messaging. You have so much customer data at your fingertips- now it’s time to put it to good use! Age, income, geographic location, and marital status can help you deduct if your customers are eligible for your other services. From there, you can display messages and ads that are relevant to each customer. 
 
3. Be consistent in design. Your ePresentment design should look just like it is part of your home banking site, giving the customer peace in familiarity. 

4. Provide interactivity. Including interactive marketing messages and direct check view access are both capabilities that are enhanced through ePresentment. Marketing messages that can be clicked on for immediate access to offers are extremely beneficial and allow for a more pleasant UX.

​By implementing the above tips, you can enhance the user experience and keep your customers coming back for more. To learn more about ePresentment and how it can help your organization, click here.