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 Outdated user interface.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 This approach is clunky and and looks outdated.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.