Your Complete Customer Communications Management (CCM) Platform

Transform your customer communications management with Expresso™, an ultra-flexible CCM platform that lets you customize and deliver printed mail, email and texts based on each customer’s preferences.

Screenshot of the Expresso customer communications management (CCM) software platform.

EXPRESSO™

Take control of your customer communications management

Gain unprecedented control and visibility when preparing, modifying and distributing transactional communications like billing statements, pay reminders, compliance letters, and more. The Expresso customer communications management (CCM) platform enables you to develop templates and easily make changes to printed or digital documents without having to wait on lengthy vendor processes.

The Expresso CCM solution seamlessly integrates with our print and mail outsourcing, giving you the best of both worlds: easy-to-use CCM software combined with expert print production and outbound mailing.

Customer Communications Management, Simplified

  • Easily develop reusable document templates through the CCM platform.
  • Upload a single data file and merge elements to customize each letter, statement, email, welcome kit or marketing piece.
  • Review documents, generate proofs for sign-off, and make disclosure changes in real time.
  • Track distribution, run detailed reports and create audit trails from the CCM software.
  • Integrate seamlessly with our state-of-the-art print and mail production facilities.
Couple using mobile EBPP solution for bill payment, connected to the CCM platform.

ExpressoPay®

Combine billing and payments by linking the ExpressoTM CCM platform with ExpressoPay®, our electronic bill presentment and payment (EBPP) solution that lets your customers manage accounts and make payments through your branded payment portal or IVR system. Digital payment options include credit, debit, and ACH, one-time payments, payment plans and automatic deductions.

Man sending certified mail through the Expresso CCM platform.

ExpressoCertified®

ExpressoCertified® automates Certified Mail. Using our CCM platform, it’s fast and easy to send sensitive documents by Certified Mail, with proof of receipt automatically delivered into your Expresso records. This option can save you up to $1 per piece if moving from green cards.

Man managing property management voting with ExpressoVote, part of the Expresso CCM solutions.

ExpressoVote®

ExpressoVote links to the Expresso CCM platform, enabling vacation ownership and property management companies to manage HOA elections effortlessly. Create election and governance communications and manage ballots and proxies. We provide multi-channel tabulation, real-time results and third-party certification that builds owner trust and satisfaction.

The Expresso CCM Platform

Check out our short video to see how the Expresso CCM platform

dramatically streamlines your customer communications management process,

enabling you to create and modify documents with the click of a button.

BENEFITS

Better customer experience. Better for business.

Save money

There’s no need to pay vendors for updates you can now make for free through the Expresso CCM platform. Lower operating costs further by converting more customers to digital customer communications.

Gain visibility and control

From Expresso’s easy-to-navigate dashboard, authorized users can handle every communications step with ease and confidence, adjusting quickly to changing business requirements and conditions.

Reduce operational complexity

Even as the number of your clients and their consumers, brands and other variability grows, Expresso keeps the process simple yet customized, removing risk with superior version control and automated workflows.

Keep current with digital options

Expresso makes it easy to offer customers their choice of paper, email and text communications, enhancing their satisfaction. ExpressoPay® adds even more customer value with electronic bill presentment and payment (EBPP) solutions.

Consolidate on a single platform

Combine omnichannel communications including print and mail outsourcing services, email, and SMS/text delivery — into one easy-to-use CCM platform.

Speed client onboarding

Revenue cycle management and loan servicing companies use Expresso to start up new client programs with branded, customized letters, notices and other communications in 24 to 48 hours, shaving weeks or months from the typical ramp-up.

Streamline operations

Combine management of print and mail, email and text messaging for easily coordinating and personalizing communications. Consolidate reports generated in real-time, audit trails, and archives, plus update distribution lists and automate handling of returned mail and unopened/bounced emails and text messages.

Leverage secure, industry-leading tech

With our secure cloud-based CCM software platform, you can digitally transform your operations by taking advantage of the latest communications management capabilities without investing in your own technology.

Improve compliance

Our sophisticated rules engine means compliance updates take just a few clicks.  By making one disclosure change in the content library, Expresso automatically adjusts all affected communications

Man paying bills with electronic bill presentment and payment app on mobile phone.

WHITE PAPER

Integrating Communications and Payments Improves Customer Experience

Discover the power of seamless billing and payments integration in improving the customer experience. Our white paper explores the benefits of electronic bill presentment and payment (EBPP) solutions, revealing how personalized interactions and preferred communication channels drive customer satisfaction, loyalty, and timely payments.

key features of Expresso CCM Platform

Cloud-based CCM Platform

The CCM software platform is hosted in the cloud, offering security, scalability and anytime access.

Powerful User Tools

Create, update, approve, distribute, track, archive, and report on documents – all within the CCM platform.

Online Dashboard

Complete visibility and reporting capabilities within the CCM platform.

ExpressoPay for EBPP

Branded portal for electronic bill presentment and payment (EBPP) and online and IVR bill pay.

Advanced Integration

File formats and production requirements streamlined in one workflow

Intelligent File Processing

Incoming batch file processing and automated return file results

Online Archive

PDF documents, data and images available 24/7

Secure Production Facilities

SOC2 Type II certified, HIPAA compliant

Screenshot of the Expresso CCM software platform
Dashboard of the Expresso CCM software solution
Screenshot of the Expresso CCM software platform
Dashboard of the Expresso CCM software solution
Screenshot of the Expresso CCM software platform
Screenshot of the Expresso CCM software platform

The preferred CCM Platform for Transactional Communications

Testimonials

What Our Clients Have To Say

Expresso gives us complete access for managing the templates, content and business rules that drive the onboarding and change management process for our hospital clients. By streamlining the workflow, we have more insight into our communication touchpoints, manage our operations more efficiently and can rapidly respond to the unique and changing requirements of our clients.

Fazie Harney
Vice President, Applications Health Care Financial Services – TeamHealth

Nordis provides both CCM and print and mail services that are state-of-the-art, with the ability to easily scale for quickly onboarding new clients and accommodating our fast growth. Like Cedar, Nordis brings innovative technology to improve patient financial engagement and digitally transform operations.

Florian Otto, MD, PhD
Co-Founder and CEO – Cedar

Because of our accelerated growth, we needed a partner with state-of-the-art capabilities to accommodate high volumes and a wide variety of communications at a rapidly increasing rate. With Nordis Technologies, we can produce and scale timely, customized, branded communications that ensure owners stay up to date on association news, community events and announcements.

Jennifer Jordan
Executive Vice President of Operations – RealManage

With its industry-leading technology, print capabilities and customer service focus, Nordis Technologies has worked closely with PennyMac to meet our special printing requirements. Nordis is enabling us to streamline the process for producing and delivering important customer communications.

Kevin Meyers
Chief of Servicing – Performing Loans – PennyMac

Getting letters set up no longer slows down our implementation. It’s not something we have to worry about.  It’s simply a line item we handle ourselves, and it happens quickly.

Jeff Nieman
CEO – Meduit

Customer Communications Management / Expresso FAQs

Customer communications management is a technology-driven process for composing, updating, approving, arranging distribution, tracking, reporting and archiving outbound customer communications.

CCM is often used for transactional communications with sensitive financial data and personally identifiable information that companies must safeguard, such as billing statements, payment reminders, and explanations of benefits. These communications also include regulatory and legal disclosures and other compliance customer correspondence, including validation notices, adverse action letters and annual privacy policies.

CCM is applied to additional types of customer communications, including HOA governance and election documents, welcome kits and sales and marketing materials.

Catering to preferences for any combination of print and mail, email and/or text messaging is important for improving customer experience and meeting customer expectations, especially for billing and other payments-related communications.  More than 75% of consumers want to choose which channels businesses use to communicate with them, reported Keypoint Intelligence, but omnichannel customer communications aren’t always available.

One out of 4 consumers isn’t offered any electronic billing options, according to InvoiceCloud’s The State of Online Payments. Yet ACI Speedpay Pulse consumer research on billing preferences found an overwhelming majority wanted omnichannel choices:

  • 60% of consumers wanted electronic statements
  • 25% wanted a combination of paper and digital
  • 16% wanted paper

A CCM platform is a cloud-based software solution that enables organizations to create, deliver, and manage customer communications. Top must-have features:

  • Client control of platform and process
  • Omnichannel and personalization capabilities via print, email, text, mobile
  • Automation
  • Scalability
  • Customizable
  • Client-specified customer service, ranging from self-service to full service
  • Documentation history, from first draft through archiving and real-time document access for customer service and online presentment
  • Reporting and analytics
  • Robust security and compliance measures, including SOC 2 Type 2 and HIPAA for healthcare communications
  • Easy integration with print and mail fulfillment, electronic bill presentment and payments, CRM and other systems

CCM technology is the centerpiece of a strategic approach to customer communications. It enables companies to transform what’s traditionally been treated as routine outreach through generic bills to personalized experiences that improve engagement, payments and loyalty.

  • Greater control and flexibility for managing and adapting communications in response to changing business conditions and customer preferences
  • Better customer experience and engagement, due to more personalized and effective interactions, leading to more on-time payments and increased loyalty/repeat business
  • Improved employee experience and productivity with simple streamlined process
  • Increased operating efficiency through digital transformation and high degree of automation
  • Enhanced compliance
  • Stronger data security

Billers and loan servicers of all sizes use CCM, including high-volume mailers and companies that operate in highly regulated industries. In addition, CCM platforms are essential for enterprises communicating with consumers/owners/patients at various stages of the customer journey or over time, including HOAs and timeshare companies that send vacation offers, reservation confirmations, owners surveys, and much more.

Industries that use CCM include:

Auto finance

Credit and collections

Consumer financial services

Healthcare

Insurance

Mortgage

Property management

Utilities

Vacation ownership

A CX-focused strategy for customer communications fosters superior personalized experiences:

  • Eliminating silos for consistent branding and customer experiences across interactions.
  • Omnichannel delivery drives engagement.
  • Catering to consumers’ growing preference for digital. In its 2024 communications and CX research, global CCM market research firm Aspire found that 55% of North American consumers prefer digital-only delivery. Aspire research also revealed that for the first time, a generation of consumers, Gen Z (18 to 26-year-olds) named mobile as their preferred communication channel.
  • Personalization at scale. Gone are the days of generic one-size-fits-all messages. CCM platforms allow companies to leverage customer data to tailor communications based on individual preferences and history, strengthening a sense of connection.
  • Actionable content. CCM goes beyond simply delivering static information. It allows businesses to embed interactive elements within transactional messages, such as a “one-click” payment option. Interactive elements remove steps, encouraging customers to take immediate action and streamlining the overall experience.

Some CCM solutions integrate the ability to develop and manage communications with digital and print production and delivery. Combining development and distribution of omnichannel communications on a single system simplifies managing different communication types—print, email, text—and delivery channels. It improves security because personal customer information isn’t shared with multiple vendors, provides significant ease of use for employees and delivers substantial operating efficiencies.

Importantly, the integration can enable and accelerate strategic changes such as adopting a digital-first approach to transactional communications. Some complete solutions make it simple to automate a waterfall of communications for customers. For example, a company may first arrange to send emailed billing statements, but if they bounce or remain unopened for a set number of days, the system automatically prints and mails a paper copy.

While customers see consumer billing and payments as part of the same interaction, behind the scenes, companies often operate two separate systems that don’t easily integrate or share information or processes. That makes it harder to meet customer expectations for consistency, personalization and seamlessness across company touchpoints.

Some companies offer both CCM and EBPP platforms with easy integration. This unified approach removes steps for customers, such as including a payment link in an emailed statement or QR code to the payment portal on a mailed paper statement. It also simplifies bill presentment, with the online payment system linking to the CCM platform to present on demand the customer’s actual bill or other documents in the payment portal.

Operationally, the combined systems streamline managing the entire cycle of billing and payments.

Expresso, Nordis’ scalable and secure patented cloud CCM platform, has long provided leading omnichannel and personalization capabilities to drive better CX and engagement. Unlike most CCM point solutions, Expresso seamlessly integrates with Nordis’ email, text messaging and print production and mailing services for a complete solution from a single vendor. When further integrated with ExpressoPay®, Nordis’ electronic bill presentment and payments system, companies scan easily manage the entire cycle of billing and payments on one platform.

Please contact us for more information, or request a demo.

Ready to Transform Your Customer Communications?

Experience a whole new way to manage customer communications with the proven Expresso CCM platform.