Batch and On-Demand Communications

Personalized Transactional Communications at Scale

Streamline Batch Document Production

Batch communications continue to be extremely relevant today whenever a large number of personalized documents must be produced in a limited time frame. Many businesses try to migrate to on-demand communications, but batch document production is a great fit for insurance, telecom, and financial companies that must produce a large number of communications — sometimes in the millions — as part of their monthly billing cycle. Most of these documents are transactional in nature and are a critical component of running any business.

What Are the Main Batch Communication Challenges? 

Companies continue to struggle with the complexity of producing transactional documents such as statements or invoices in a limited time frame. In many cases, the solution is simply to “dumb-down” the documents in order to meet the time constraint. That includes removing layout elements (colors, fonts) or even content (transactions, conditional logic, etc.).

Overall, the customer experience is diminished. This has prompted many organizations to use MHC’s Customer Communications Management software to deliver on customer expectations.

Batch Communications Software Features

Personalized Communications at Scale

Customers now expect a fully personalized experience. Template management within batch communication software enables organizations to treat each customer as an individual, not a number. While some customers still prefer to receive communications in the mail, the tide has turned to digital. Many customers would rather receive their documents through email, text messaging/SMS, or a combination of these channels. Batch document creation software leverages omnichannel communication capabilities that enable customers to access transactional documents however they choose.

Streamline Production Process

Batch communication software streamlines the production process by enabling companies to produce millions of documents at a time and send them out to customers, all within a trackable workflow. It seamlessly integrates with business applications such as CRM platforms, billing systems, or proprietary databases to ensure fully automated, worry-free batch document creation. Organizations can produce document runs on a set schedule or on-demand. With this software, customers will receive consistent, high-quality, and timely communications.

Consistent Brand Tone

Batch document creation software enables organizations to maintain a consistent brand voice throughout the entire communication flow. By leveraging a single asset library of content fragments (branding, legal disclaimers, regulatory information) across all documents, company communications are always in line with brand-specific features. They are also compliant with industry standards and legal requirements.

Batch communication software can seamlessly pull customer and transactional data from host systems to automate scheduled runs of anywhere from a few up to millions of personalized communications at once. 

Key Benefits of
MHC Batch Communications

By leveraging batch communications systems, organizations can streamline operations and optimize document development, all while reducing production costs and increasing company revenue. Here are some of the advantages:

REDUCE STRAIN ON EMPLOYEES

Each month, companies generate millions upon millions of documents—monthly statements, customer letters, invoices, etc. When dealing with high volume document production, leveraging batch communications software takes away the strain of dealing with enormous document loads from employees. It frees them from dealing with repetitive tasks and it enables them to focus on more sensitive responsibilities.

INCREASE REVENUE

Engagement doesn’t happen in mass-produced form letters, but rather, it happens when communications become a personalized, time-sensitive dialog. Top-of-the-line batch communication systems do much more than simply produce millions of documents in a matter of clicks. They produce large volumes of documents that convert because they are individually engaging for customers. In turn, this increases company revenue because customers chose brands that offer them a superior customer experience.

REDUCE COSTS

By streamlining the production of large volumes of documents, batch communications systems also reduce company costs. They significantly reduce execution time and eliminate tracking issues as well as human error from the process, which leads to an overall cost reduction for communication development. Moreover, they ensure standard compliance for communications, which helps organizations steer clear of fines and/or legal expenses.

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Streamline On-Demand Document Production

On-demand communications are a paradigm shift in the production of personalized documents in real-time. While most businesses still employ batch communications as part of their transactional document production, usually as part of monthly billing cycles, on-demand communications have become increasingly popular, thanks in part to advancements in cloud technologies. Autoscaling and leveraging cloud resources elastically provide businesses with the flexibility needed to handle intensive activities (including billing) in real time.

Why Are On-Demand Communications Gaining Popularity?  

Traditionally, high-volume communications such as invoices, letters, or statements have been produced in set cycles, for example at the end of the day or twice a month. Many businesses, however, feel that the pace of change is accelerating and a more flexible way of generating documents is needed in order to match changing business processes or customer needs.

This more agile way of producing documents is an integral part of the MHC platform for customer communications management.

On-Demand Communications Software Features

Respecting Customer Preferences

On-demand communications, as part of a complete CCM solution, enable companies to produce documents that are entirely in line with the individual preferences of each customer. They can choose the language and tone for the communications they receive, but also the channel (print or digital via email or SMS) and the delivery schedule. Because no two customers have the same needs, businesses must be ready to deliver communications upon request.

Omnichannel Capabilities

To deliver communications on-demand, companies must leverage omnichannel capabilities. Document production and delivery must be tailored to the individual needs of the customer. Whether the customer requests communications to be delivered via postal mail, email, SMS, or a combination of these, the documents must have the same quality and always be in line with the brand voice. Omnichannel communications give organizations the flexibility they need to deliver flawless documents upon request.

Brand and Standard Compliance

When customers receive documents, they must meet their requirements, but they must also be compliant with the brand voice and legal standards. On demand communications software leverages a single asset library, which includes everything from branding imagery and messages, to legal disclaimers carefully crafted by the legal team and regulatory information. Once the asset library has been approved, it will be used across the entire document production process, including batch but also on-demand documents.

Regardless of industry, many businesses must produce enormous amounts of documents to communicate with their customers. While most of these can be generated in batch, others must be created on-demand in order to meet the specific needs of their customers. When customers require documents that are outside the communication schedule, organizations must be equipped to meet their demands quickly and efficiently. 

The Benefits of Using On-Demand Communications

Organizations strive to provide their customers with the best possible experience when interacting with their brand. This means that they have to be ready to meet their needs at all times, even when their requests are spontaneous. On-demand communications enable companies to meet individual customer needs, as well as general ones, which brings them some enormous benefits.

REDUCE COSTS

While the MHC solution provides support for all traditional delivery options (such as print and postal delivery), rebalancing the company’s communications strategy to use digital delivery when possible will result in reducing costs. Not only does this significantly reduce paper and printing accessory costs, but MHC’s omnichannel capabilities enable businesses to delver communications on a variety of channels and according to customer preferences. On-demand documents can be quickly produced and delivered in the format that the customer needs.

INCREASE CUSTOMER ENGAGEMENT

Forward-thinking enterprises see CCM software as an infrastructure and as a service layer rather than as a specialized application. With this approach, on-demand cases become opportunities to engage with customers to demonstrate that the company cares about their individual needs. With MHC’s solution, this can be done with confidence that quality is upheld, that company strategies are upheld in all documents, and that business processes run smoothly.

INCREASE REVENUE

For years, companies have been avoiding on-demand communications because they entailed a lengthy production process. With MHC’s solution this feature is integrated in a comprehensive CCM platform, making document generation efficient and easily accessible, in line with company standards and according to the customer preferences. This boosts customer engagement and satisfaction, which in turn increases company revenue because engaged customers are the best customers: they spend more, are excellent brand advocates, and are more likely to try new products.

MHC Enables Stronger Customer Connections

Organizations worldwide leverage customer communication management software by MHC to enhance their customer experience, reduce operating costs, and take control of their customer communication processes. Thousands of companies across a broad range of industries ensure compliance with corporate branding and legal standards while establishing genuine connections with their customers—one at a time.

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