Businesses need to communicate with their stakeholders often in order to operate effectively. This includes everyone from customers to suppliers to tax authorities and regulators. Reaching these stakeholders efficiently and accurately is key to success.  

Why Manual Processes Aren’t Effective

Many organizations, particularly smaller ones with limited resources, tend to rely heavily on manual processes to manage their outgoing communications. Physical mail is enveloped, stamped and addressed by hand, while digital correspondence such as emails are sent with business-critical documents attached individually. This method of managing outgoing communications is not effective or efficient because it:

  • Drains resources: The entire process from start to finish is incredibly time consuming and often involves a dedicated person or team
  • Is not easily adaptable to customer preferences: Stakeholders want to be contacted through their preferred channel, but manual processes are harder to customize by customer
  • Results in slower cash flow: The longer it takes to send out invoices, the longer it takes before payments are remitted and funds are received
  • Makes mistakes more likely: When employees are under pressure and working quickly to send communication out manually, the risk of human error is inevitable. Sending the wrong information to the wrong recipient can result in a host of issues from customer dissatisfaction to a negative impact on a company’s reputation and even hefty fines

Seamless Multi-Channel Communications Requires Technology

Businesses operate more efficiently when they are equipped to send communications across multiple channels. A digital communication solution allows the stakeholder to decide how they want to be contacted. This is possible with cloud-based tools. Solutions that automate the distribution of communications enable users to manage outgoing batches of mail that can vary in volume with just a few clicks, saving time and effort, while also assuring accuracy around items going to the right recipient at the right address. Spending less time on manual distribution means more time can be spent on personalizing outgoing items. This has been proven to increase customer satisfaction and engagement rates, while lowering customer turnover.

Ultimately, companies who deliver seamless multi-channel communications that stretch across all possible touchpoints will see their revenue rise. Stakeholders and customers who feel valued and their voices heard are more likely to remain loyal thus giving the business an opportunity to foster lasting relationships that benefit all parties involved. 

Ralph Mezzoni

Ralph Mezzoni

Director, Product Marketing - Mailroom Solutions

Ralph Mezzoni is the Director of Product Marketing for Mailroom Solutions at Quadient USA.  He has spent over a decade helping to develop new technologies to optimize mailing processes while minimizing mailing costs for customers across the United States.

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