What role do communications with customers, suppliers and employees play in this digital transformation concept?
Their role is essential for many reasons. Without effective omnichannel communications, digital transformation is not possible, and this is true for both marketing and transactional communications.
A real digital transformation is manifested in the fact that the customer chooses the devices with which he interacts with the company at any given moment, including the channels, and does so without worrying about how it will affect his activity with the company: what he does or answers or signs or reads on one device or channel will be taken up again on another without changes to the process or the interface. Customer insightfrom continuous real-time database analysis ensures effective communication, and offers the ability to modify campaigns on the fly based on results. In this way, the customer experience will be rich, accurate, satisfying and 100% digital.
How has the pandemic caused by Covid-19 affected digital interactions between companies and users?
Covid-19 has had a substantial and, we could say, obligatory impact. Throughout these months, and we will see where the situation is going, a large part of the relationship between companies and users has shifted towards digital: there is no other choice. What happened? Some companies were already prepared, others were on the way, and others had not taken the first steps. But in all cases, the long-distance relationship has been the pattern. At MailTecK & Customer Comms we have accompanied many companies during these months in all the stages I was talking about, offering solutions to communicate with their customers with simple and fast integrations and without discontinuing our service at any time.
Do you think the new routines will or should be maintained from now on?
They should certainly be maintained after the pandemic caused by Covid-19. There are habits that are not going to disappear, associated with the new types of relationships between companies and customers and companies and employees, with the generalization of remote work. But back to the customer. This person now knows that he or she does not have to travel to get what he or she is looking for, and demands it. And you want your experience to be unchanged in terms of trust, care and attention. And let’s think about the other point of the relationship: the company. It is also aware of the effectiveness of its digital propositions, the enrichment of its customer journeys maps and the automation and personalization it has discovered, as well as the cost savings that can be achieved. The change is irreversible, I’m afraid.
And how does it relate to the recurring regulatory developments in terms of consumer protection in your e-shopping, especially in terms of data protection?
The digital transformation offers very interesting benefits in everything related to regulatory issues, standards and, above all, their evolution. For example, two years ago the General Data Protection Regulation (GDPR) came into force with numerous new features to which companies had to adapt. The systems of many companies, rigid and outdated, place obstacles that are difficult to overcome, and generally after a generous investment, in order to adapt. However, platforms designed in the spirit of digital transformation embrace new developments much more easily. This is what happens with our CertySign solution, a legal communications suite that is intuitive to use and easy to integrate.
This platform puts all the options that can be part of a legal communication at the service of the professionals of each company and combines legal aspects with technical advances and attractive designs. And most importantly, all this in a multichannel environment, which allows us to interact with the customer through the most appropriate channel, depending on the type of communication. As a result, communications with legal value, traceable, whose main milestones are recorded, certified and safeguarded with total security and for the necessary time. CertySign, in addition, gains forcefulness with the fact that we are trusted service providers, a figure included in the European Regulation 910/2014, and trusted third parties according to Law 34/2002 LSSICE, in accordance with the eIDAS regulation.
How can MailTecK and Customer Comms help companies both achieve digital transformation and adapt to the new normal?
In the MailTecK & Customer Comms group, we offer an interesting variety of solutions with individual value and also a broad integration capability. Our solutions for electronic signature, electronic invoicing, certified communications or CCM (Customer Communications Management) are some of them. Also
Data Quality
which is complemented by all of them to purify and enrich databases, or Postamail, this year’s star product, which has made it possible for our customers to send, individually or en masse, certified printed communications (bureaufax, registered letter…), from their own telework stations.
All of them are characterized by the fact that they can be implemented quickly and interact easily with the company’s systems. Also for its simple usability, which allows each company to obtain high performance in these tools immediately and a very important efficiency in processes from the first minute. These solutions also have a benefit that should not be forgotten: they are continuously updated, both in terms of technology and regulatory compliance, which is important in view of the continuous legislative developments.
Finally, and this is the basis of all the tools we offer, we have reflected in them our more than 25 years of experience in the sector, the background of our professionals and the expertise of our national and international partners, experts in the digital transformation of companies.