Industry Insights: Pandemic Reinforces Value of Omnichannel CCM and EBPP

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Omnichannel CCM and EBPP


Customer communications management (CCM), omnichannel delivery and electronic bill presentment and payment technologies (EBPP) have proven more relevant and vital than ever this year.

Our industry-leading focus on cloud-based, self-service and omnichannel capabilities for Expresso® and ExpressoPay®, plus the seamless integration with our print/mail services, have paid off for our clients and Nordis this year. These solutions have empowered companies to react quickly to changing business circumstances. And they have attracted new clients that need the control and agility that Nordis provides.

Pandemic impact

Like all companies, we’ve had our challenges this year. We are designated an essential business and can easily shift jobs between our two operations in Florida and Nevada, so we did not have any disruption of our production, mail, and other services. Our volumes have fluctuated as companies complied with shutdowns and other COVID-19 restrictions. Since the initial closures, recovery for some of our clients has been uneven. Others have seen surging business demand that drives more communications and/or increased need for pandemic-related and other customer communications.

For us road warriors in business development and sales, no traveling meant replacing our in-person processes with new virtual ones, from initial meetings and demos through contracting and implementation.

2020 Growth

We are happy to report the new way of doing business is working well. We have focused this year on expanding our reach in healthcare and financial services. We’ve signed significant new clients, including industry leaders CoreLogic in real estate services and Cedar in healthcare revenue cycle management (RCM) and collections.

With these new wins, Nordis now counts three of the top 10 RCM companies as clients.

We also are seeing growth in four other areas:

  1. More volume as existing clients add business. Patient financing firm CarePayment, for one, has been signing new provider clients as demand for flexible financing programs has increased.
  2. More volume as existing clients consolidate communications and payments with Nordis. Several clients have simplified operations by shifting more output across their companies to Nordis’ complete, integrated platform. One RCM firm switched printing previously handled in India to the U.S. with Nordis. A property management client using Expresso for billing and compliance expanded to HOA materials. Several clients have added or plan to integrate ExpressoPay with Expresso to make online payments more convenient for consumers.
  3. New markets. We signed our first energy client, a solar power provider connected to one of the largest home builders in the U.S. We also onboarded a wide variety of specialty verticals including security monitoring services, industrial equipment parts and even several jewelers that offer financing to their purchasers.
  4. Channel partnerships. We’ve added two new partners, including a major U.S. bank and a large BPM business, both Fortune 500 companies. They now resell Nordis solutions to their clients under their own brands.

 2021 Momentum

Efficient customer communications and payments remain central to any company: If you don’t send out bills and collect payments, you don’t stay in business. But beyond the basics, companies are increasingly seeing these downstream post-sale customer touchpoints as linchpins for building customer relationships and loyalty that drive repeat business and referrals.

The pandemic has only reinforced the need for companies to be nimble in their operations, including omnichannel communications and payments, and compassionate in their customer care.

To that end, companies continued to invest in digital technologies and processes this year. This trend is likely to only grow next year, as businesses seek automation along with more capabilities to improve customer experience and streamline operations.

For more information, please contact us.