Can customer communications go paperless – AND keep the paper?

Can customer communications go paperless – AND keep the paper?


For those in regulated industries, physical mail is an essential element of customer communications. But even if you can’t take the paper out of your communications, you can still take it out of your internal processes – making mail more efficient, secure and even compliant.

While mail remains a critical communication channel for regulated industries, a growing number of companies are eliminating it from their own internal processes. Digital mailroom and e-archive services make it possible to become more efficient and more secure.

For many companies, the multichannel journey begins with adding digital elements and alternatives to previously offline channels, like statements and letters, in an effort to save costs. But you might actually discover greater benefits by adding digital elements to your internal operations.

Going paperless seems a big step, but sending inbound and outbound paper communications offsite can reduce waste and accelerate key processes – provided you use a reliable digital mailroom and e-archive service – while still letting you communicate by letter whenever you need it.

When you see paper as just another communication option rather than your default channel, it can help you:

Get the most value from print outsourcing

In many organisations, your inbound and outbound mail are handled by the same team, at either end of the day. While outsourcing print and fulfilment saves money on printers, consumables and postage, you can also release office space and staff time by outsourcing inbound mail too.

Gain better visibility and analytics

If your files are paper-based, it’s almost impossible to spot patterns – and generating management reports and insights takes considerable extra work.

Keeping digital records of your communications and invoices means data is only ever a few clicks away. Beyond efficiency, it also unlocks new levels of visibility that can help you simplify audits and ensure your communications stay on the right side of industry regulations.

Speak clearly with customers

With a CRM system, a customer service representative can usually see that a letter has been sent or received. That’s helpful, but it still leaves out crucial information about what the letter looked like, and what it actually said.

With digital mailroom and e-archiving in place, you can open the document itself and see exactly what the customer has received, read or written in response, helping service agents and sales reps understand the customer’s history more clearly.

Get all the information, everywhere

Most organisations have people out on the road, meeting customers. Having a single, online repository for all your digital and physical communication means that colleagues working flexibly or in the field have the full picture, in real time – on a range of different devices.

Email and SMS sensitive documents, securely

If you know your customers would prefer to receive documents electronically, an e-archive facility can help you to do so.

More importantly it can help you send documents without putting them at risk, by including a login link to a secure page, rather than sending the document itself.

Have your paper, and ditch it

Going digital doesn’t have to mean ditching your essential paper mail. In fact, going paperless in your internal processes can be the key to making your external paper cheaper, more efficient, and more compliant with your statutory duties.

If you’re interested in getting the benefits of a paperless approach, without getting rid of your paper communications, download our eBook ‘Customer communications: using paper and digital together’.