When I started Nordis more than 30 years ago, customer communications were much simpler. Back then, creating a personalized customer communication often meant merging a Word document with an Access database, producing the final document, and sending it through the mail.
Those days are long gone.
Today, communications are more complex, more regulated, more digital and more connected to payments and business performance. Companies need to reach customers through mail, email, text and other channels. They need to meet compliance requirements that vary by state and industry. They need better data. Most of all, they need to deliver simpler, more engaging billing experiences that are easier for people to understand and act on.
Building on what works
Last month, I passed the President title and responsibilities to Nicole Miller, who is now President and COO of Nordis Technologies. I remain CEO, focused on vision, strategy and growth. Our mission, our team and our commitment to innovation are not changing. What is changing is that Nicole now has an even stronger platform from which to lead the operational, technological and organizational work moving Nordis forward.
The work clients don’t always see
Nordis is a very different company than it was several years ago. We have strengthened our leadership team, updated systems, improved processes and built more discipline around data and operations. This includes AI enablement across the business and Expresso® platform and our innovative Digital Communication Records™.
Nicole put it in practical terms: “Standard repeatable processes, end-to-end record management and data insights that may not be explicitly experienced by every customer on the surface, but they will get the benefits. We are finishing the work inside first, then we can turn more of that value back to our clients.”
Putting more control in clients’ hands
Expresso® was a game changer from its inception because it gave clients more direct control over their communications and that mindset of empowering clients remains central to where we are going.
The next chapter is about extending that same idea into analytics, AI, payments and program performance. We want to give clients better tools, better insight and more ability to act.
A printed bill may drive payment for one customer. A text with a payment link may work better for another. A different message, payment plan or channel mix may produce a better outcome.
There is so much opportunity to make customer communications more intelligent, more connected and more useful for clients and their customers. We are committed to continuing to innovate and create those solutions.
Saying “yes” to what’s next
That drive to move forward with purpose applies to more than technology development. It also shapes how we think about leadership, culture and the people who make change happen.
Nicole has just written a book, Keys to the Men’s Room, a deeply personal reflection on life and career that speaks to authenticity, leadership and the unwritten systems that can influence whose voices are heard and whose contributions are recognized. One of her messages is that people do their best work when they understand their value and can bring more of their full selves to what they do.
That idea is very much connected to and demonstrated within Nordis. The company has changed because people here have been willing to explore opportunities, take on new challenges and say “yes” to a bigger future for the company.
Nicole adds, “We embrace the “yes” with our technology work, in operations, and in how we lead”.
We want our team members to know their value, continue looking ahead and feel empowered to keep shifting what is possible.
The businesses we serve are under more pressure than ever to communicate clearly, collect efficiently and build trust with their customers. We want to be on the leading edge of making that better for our customers. It’s exactly the problem we are here to solve — and we have never been better positioned and committed to solve it.
Contact us today for more information.
