Francisco Marina is a senior consultant specializing in legal communications, electronic signatures and custody at MailTecK & Customer Comms. With more than 10 years of experience in consulting in document process sales, BPM and e-administration, Francisco talks to us about MailComms Group's legal solutions, the CertySign platform and the digital transformation of legal communications.

Francisco Marina es consultor sénior especialista en comunicaciones legales, firma electrónica

MailTecK & Customer Comms is developing CertySign, a solution that will enable the integrated and secure management of multichannel communications and transactions with full legal validity. What are the advantages of using this tool?

CertySign is a platform that will allow to manage in a single space all legal communications, contracting and electronic signature processes in a “self-managed” way, depending on the needs of each service at any given time.

This platform, which is exposed in the form of an API, can be used in online mode by our clients, to launch any type of legal communication, or to start electronic signature processes through a common and standardized interface or in batch mode through an exchange of records in a structured file (XML, JSON…).

An important feature of CertySign is that it can manage omnichannel legal communications, both in physical (postal bureaufax) and electronic (notifications, certified communications, etc.) channels.

One of CertySign’s big bets is the design layer it brings to a type of communication that is normally not very creative, such as certified communications. How much weight does design carry in MailComms’ legal communications?

Personalization of communications is in our DNA and, therefore, a platform like CertySign had to have an important design component.

A fundamental objective in this type of communication is to get the recipient to open and read the content. To achieve this, great care must be taken with the design and the message (which in most cases has a strong legal component), offering an “attractive” message, but without forgetting the security layer of the communication.

Among the new features of the new legal communications website, the electronic signature plays a special role, which promises to speed up the closing of all types of transactions. What role do you have within the digital transformation of legal communications?

The electronic signature is one of the main drivers of the digital transformation of processes in companies, and can be applied in most of their business areas. We can integrate it both within B2C processes (with customers) and B2B processes (with suppliers), but also in the internal processes of the human resources areas or B2E processes (relationship with the employee or future employee).

The transformation of non-automated processes into “digital” processes involving the signature can help us to simplify and standardize them. In addition, it favors “online” and delocalized processes, providing “immediacy” and agility; improves the experience of those involved (usable and multi-device); acts as a facilitator for commercial, purchasing and HR areas; reduces process times; provides security, traceability and legal custody and eliminates the costs associated with paper-based processes.

In all this digital transformation, where does paper fit in? When to use one channel or the other? How do you manage multichannel through MailTecK & Customer Comms’ technology platforms?

Paper continues to be an important channel. During the last few years we have seen how electronic channels have gained more and more prominence over this more “traditional” channel. What has been happening is that, just as years ago mailboxes were filled with advertising and paper communications, many of them worthless, this problem is now being experienced by e-mail. Thus, nowadays, personalized communication on valuable paper has a great impact on the receiver.

In the coming years we will see a “rebalancing” between paper and electronic communications, deciding between one or the other based on factors such as immediacy, volume, value of the content or our recipient.

What guarantees does MailComms offer in case a company has to face a legal dispute with a customer?

MailTecK & Customer Comms are trusted service providers, a figure included in the European Regulation 910/2014, and Trusted Third Parties according to Law 34/2002 LSSICE. We can generate electronic certificates that collect the evidence of the facts occurred in the process of legal communication, as well as the contents of such communications.

This certificate is electronically signed by means of a qualified company electronic seal to identify us as service providers and ensure the integrity of the document (detection of any subsequent change in the document); a qualified time stamp is also applied to it, which undoubtedly confers before a judge the certainty of the existence of the electronic document at a given time (date and time). This certificate is electronically stored so that it can be presented in case of litigation as evidence before a judge.

The Group’s new legal communications website showcases new solutions, such as web content certification. What type of content can be certified?

The certification of web content certifies that a web content and the documentation accessible from it have been published on a specific date and time, as well as during a certain period of time, without undergoing changes or alterations.

It also makes it possible to certify at a given moment in time the content of a website and the interactions that a person may have with it (ticking boxes, accepting clauses, collecting data, accepting a form, etc.).

This solution is very useful for the Public Administration, for example, in the publication of administrative specifications or public tenders. What opportunities do you think Public Administrations will see in MailTecK & Customer Comms’ new legal communications portfolio?

One of the possible applications of web content certification, not only for Public Administrations, is the certification of content in the publication of tenders. From MailTecK & Customer Comms we can certify both the information displayed on the tender and the inclusion of tender documents or attached documentation, leaving evidence that it has been available to bidders from a date and for a period of time.

MailComms has developed MailConsent, a useful platform for the new European directives, which require the express consent of the customer for, for example, the sending of marketing communications. What facilities does MailConsent offer when collecting consents?

MailConsent is a solution that allows you to collect in a web content different consents for different purposes, in line with the RGPD and the recommendations of the AEPD.

MailConsent allows the customization of the form for the collection of one or more consents for several purposes from a single web front end, configuring the branding, the texts and the information related to the GDPR request. All end customer interactions with the form are collected by MailConsent to document what has occurred, including a screenshot of the form as it was presented to the end user. In addition, MailConsent generates a unique url for each end customer based on a hash (unique non-reproducible alphanumeric sequence) that identifies each form and uniquely associates it with that end customer.