Electronic Document Delivery (eDD) evolves as business drivers change, new communication channels become mainstream and consumer demands guide the technology. The drivers for electronic customer communication has evolved over time from:
The initial driving force for electronic communication focused on using the new communication channels for low-cost marketing. This quickly turned into email spam, which then became associated with disreputable organizations and questionable products.
First to Market with Electronic Document Delivery
Early-adopter organizations deployed and promoted eDD solutions as market leaders in the technology, using the solution to attract new, technology-savvy customers and position themselves as first to market.
Electronic Bill Presentment & Payment
The first targeted use of electronic communication channels was for electronic bill presentment and payment, primarily for telephone companies, utilities and similar organizations. The driving force for deploying EBPP solutions was two factor—reduce the cost of delivering bills to the customer and receive payments faster by making it convenient for customers to pay.
Account Notices & Alerts
With the advent of text messaging, organizations could quickly communicate critical information to customers. This applied to bank account low balance alerts, notifications of transactions over pre-determined limits and fraud notifications for credit card transactions.
The next logical progression for communication, two-way correspondence, made it convenient for customers to request information (current balance, manage preferences, etc) and to interact directly with call centers for assistance without having to wait in telephone queues to speak with a customer support representative. As this technology progresses, customers are being provided with more access to information without having to deal directly with a person, which improves customer satisfaction and reduces the cost to organizations.
The environmental impact from paper consumption and physical delivery of consumer communication has become more and more apparent. Recognizing their responsibility in promoting green initiatives, many organizations are moving from paper to electronic communication across the enterprise.
As social media communication expands beyond the initial scope of person to person networking, organizations are taking advantage of this channel to communicate with customers.