Nordis Technologies has enhanced the omnichannel capabilities of its Expresso™ customer communications management system by adding texting/SMS and is now offering ExpressoWallet to deliver virtual membership cards and mobile statements into the wallet applications installed in virtually all modern smartphones powered by Apple and Google.
The new channels enable Nordis clients in healthcare, vacation ownership, financial services, and property management to deliver the type of mobile communications and payment options that consumers increasingly expect: real-time, interactive and secure.
Nearly two-thirds, or 64%, of consumers say they plan to use a mobile wallet by 2020, up from 46% in 2017, according to Accenture. And 89% say they would like to communicate with businesses via text, according to Twilio.
“Consumers of all ages are increasingly using their mobile phones to manage their personal business and interact with brands,” said Ronnie Selinger, founder, CEO and president of Nordis Technologies. “To attract and retain the growing number of mobile customers, companies need to offer the experiences and tools that they want.”
The benefits of mobile alerts, access and interactions are substantial for both consumers and billers. More than 40% of consumers who receive e-statements in digital wallets with links to online payment portals pay right away, eliminating missed or late payments and resulting fees, according to Walletron. For billers, consumers using digital wallet statements pay four days faster on average, with online payments overall increasing 14% and call center inquiries dropping 33%, Walletron says.
Nordis’ mobile options expand the menu of communication and payment channels offered through its Expresso platform and related services, which include customer communication composition, management, production, delivery and archive of mailed and emailed correspondence. Nordis also offers online and IVR bill pay through its ExpressoPay electronic bill presentment and payments solution.
With Expresso’s texting feature, consumers can opt to receive information and links on their smart phones to manage their accounts and pay bills. Once authorized by consumers, Expresso users can deliver personalized text messages to their customers for everything from confirming a vacation ownership tour to alerting customers of past due balances. They also can send links to previously created documents that are archived in Expresso.
Existing Expresso users that add the new SMS/text channel can leverage the content library, data integration and business rules they already use to create and distribute mailed and emailed customer communications. An omnichannel approach that incorporates mobile caters to customer preferences, thus improving the customer experience while increasing engagement and prompt payments.
ExpressoWallet lets consumers add interactive billing statements to the wallet application on their mobile phone that includes real-time balance, due date and a convenient link to payment portals and other services. The digital wallet pass, which is branded by each corporate user, also can be configured to present virtual membership and loyalty cards with real-time point balances, membership tier, and other account information and links for accessing membership benefits and services. It can link to existing mobile apps or serve as a cost-effective mobile alternative.