Customer Engagement Is Top of Mind at Fall Conferences

Customer engagement

The fall conference schedule for Nordis was a full one!

We headed to the Auto Finance Summit 2022, Imaging Network Group (INg) Fall Workshop and Printing United Expo, all in Las Vegas. Then to Philadelphia for the Association for Financial Professionals (AFP) and the fall American Resort Development Association (ARDA) Conference in Washington, D.C.

After a long time of limited business travel due to the pandemic, it was great to be fully back on the road to network, present our ideas and learn from others.

At the Auto Finance Summit, we heard how critical it is for dealers, manufacturers, banks and servicers to reinvent themselves to better serve consumers’ digital access needs in the vehicle sales and financing process. Traditional auto finance companies are looking at streamlining operations, consolidating omnichannel communication workflows and beefing up design and clarity of billing statements. We found similar discussions at ARDA, although the billing statements there are for monthly mortgages and HOA fees.

Over at the Association for Financial Professionals (AFP) conference, you’ll find corporate treasurers, finance managers and bankers identifying trends that help them improve products and services. The conversation included concerns about rising costs associated with higher interest rates, continued inflation and possible recession. Turbulent times raise the stakes when it comes to engaging customers –institutional or retail—with financial communications and payments. Many large banks expressed interest in beefing up their treasury services to include omnichannel billing and payments services.

At the printing shows, the focus was on coping with continuing cost challenges even as consumer demand for paper communications, especially for billing, remains strong.

At Printing United, U.S. Postmaster General Louis DeJoy gave a keynote speech on “Transforming the U.S. Postal Service,” during which he discussed his efforts to streamline the organization. As part of that strategy, he said twice-a-year postage increases are likely to continue. At INg where many members provide transactional services in healthcare and financial services, a hot topic was rising paper costs.

A common theme at most of the conferences was the push to engage consumers more by boosting the use of automation and other technologies. Sounds counterintuitive, yes? Not so.

Customer communications management technology, for example, lets you readily stay in touch with consumers with critical statement and payment information using the communication channel they prefer from mail to email and text messaging. Or perhaps all three if that’s what a consumer wants.

Allowing companies to have that flexibility is Nordis’ expertise.  Our Expresso™ CCM hosted managed service gives companies the power to cater to consumer preferences to create and distribute paper, email and text communications on a single platform, using the same data configuration. CCM works well for billing and payments for auto finance, mortgage servicing companies, healthcare revenue cycle management and property management companies along with vacation ownership organizations. Contact us today and let us know how Nordis can help your company better engage with the consumer for a better consumer experience.