Customer communications are vital – they're how you share information and build trust with your customers. However, they can also be a pain point. Customer communications aren't always a core competency for financial services providers and insurance companies. Communications are subject to strict regulations and companies must invest in capital equipment and technology to keep the customer communications process running smoothly.
Outsourcing to an experienced communications services provider allows you to control your customer communications without the added time, effort, and expense. By outsourcing your customer communications, you'll be able to focus on your core competencies, reduce costs, ensure security and maintain compliance, and scale effectively and efficiently. You can adapt quickly to a changing market and move with agility through uncertainty.
Focusing on core competencies
Outsourcing customer communications to a trusted expert enables you to focus on your core competencies.
Your specialty isn't customer communications – it's providing your customers with a secure, seamless experience. You're not an expert in the regulations surrounding customer communications, and nor should you be.
“But doesn't outsourcing mean giving up control over my customer communications?” you ask. No. When you outsource, you control the message, the frequency, and the delivery channel. The services provider takes care of everything else. You're free to devote your time and energy to the things you do best – providing excellent services to your customers.
Reducing costs
There are several costs associated with customer communications.
For a start, there's the capital expense. When you outsource your customer communications, you no longer need to invest in and maintain the equipment associated with sending and sorting physical communications.
Second, there's the cost of investing in and maintaining the technologies to power your customer communications program. Technology can become obsolete. When you don't have to invest in and maintain new technologies, you free up money, time, and other resources.
Third, you need staff to operate equipment and manage the customer communications process. Outsourcing enables you to reinvest those resources into other areas of the business for greater efficiency.
Ensure security and maintain compliance
Your customer communications data is a goldmine for hackers. Keeping this data safe is paramount. Additionally, customer communications have their own compliance requirements. You might have to follow complex rules with hefty penalties for noncompliance.
Security concerns can prevent companies from outsourcing customer communications. Choosing an outsourcing partner with robust security practices gives you peace of mind. A communications services provider with best-in-class integrated end-to-end production and security controls and SOC2 & ISO 9001:2015 certifications can protect your data and reduce your compliance burden.
Scaling effectively and efficiently
There are times when you might need to increase the scale of your customer communications. And then there are times when you might need to scale downwards.
When you own your customer communications process, scaling up or down can be difficult. If you're scaling up, you might need to invest in new capital equipment and/or the technology to power it. What happens if you need to scale down, though? What do you do with the investments you've already made?
Outsourcing your customer communications means you free up your resources to invest in what matters most to your business. You can focus your efforts on doing what you do best, rather than spending time, effort, and money to ensure you're equipped to scale.
Stay agile through outsourced customer communications
When your resources are invested in the right initiatives, you can move with agility and speed. Outsourcing your customer communications allows you to focus on your core competencies while reducing costs, ensuring security, maintaining compliance, and scaling effectively.