From traditional to digital communication
Digitalisation influences every aspect of society, shaping our lifestyles and the way we communicate. We see a clear trend where both legislation and consumer behavior are driving digitalisation.
A transformative journey with the customer in focus
Governments, companies and private individuals are increasingly exchanging information in the digitalised society. New laws and directives to further accelerate digitalisation are proposed in several countries. The new legislative proposals mean that public actors will use digital mail as the standard for government mail.
Companies that quickly adapt to this change have a unique opportunity to improve the customer experience, reduce costs and create smoother and more efficient processes. With Tietoevry's Multichannel platform, companies get a future-proof solution that adapts to both today's and tomorrow's digital landscape.
Digitalisation in society is happening at a rapid pace. This leads to changing conditions for how we interact with information. As consumer lifestyles evolve, it becomes increasingly important for companies to adapt their communication. Regardless of where a customer is – at work, at home, or traveling in another country – communication must be accurate, secure, and accessible, said Åsa Persson, Product Manager at Tietoevry.
A borderless platform for companies and authorities
With Tietoevry's Multichannel, it has never been easier for companies to reach their customers across various channels and geographical boundaries. We deliver these services across the Nordics and the EU, and this fall, we launched Multichannel in the UK market. The platform ensures that the right information reaches the right person in the right format – regardless of the method of distribution.
Multichannel provides various channels for businesses to interact with their customers:
- E-invoices in internet banking (B2C)
- Digital mailboxes (e.g., Kivra, e-Boks, Billo, OmaPosti, and Digipost)
- Emails with interactive documents
- SMS notifications and reminders
- Physical letters and hybrid solutions
From traditional mail to digital mailboxes
In the past, physical mail was the dominant channel for customer communication and various types of documents. This resulted in high costs for printing and postage, long lead times and delayed payments and risk of lost or damaged letters.
Today, digital mailboxes and other digital channels have taken over how companies communicate with their customers. Some of the improvements this leads to are:
- Faster – Documents are delivered instantly and can be paid immediately
- Safer – Lower risk of lost or tampered letters
- More Flexible – Consumers can choose their preferred channel.
Customer-centric approach – choice and customisation
- Every customer has different preferences for how they want to receive their information and communicate. With Multichannel, companies can offer customised distribution options that fit each individual's needs and type of document, explains Persson.
We assist customers in customising their communication. Here are some examples:
- An invoice - E-invoice via internet banking (B2C)
Tietoevry's Live Invoice - An important government document - Digital mailbox for secure delivery
- A payment reminder - Soft reminder via SMS or email
- An agreement or annual statement - Hybrid solution with both digital and physical distribution
By combining the right channel with the right content, companies create a better customer experience and reduce the risk of missed payments or lost information.
With a secure, flexible and personalized communication strategy, companies can effectively reduce churn and increase customer satisfaction, said Persson.
Åsa Persson, Product Manager in Tietoevry Industry
Staying ahead in digital development
To meet today's and tomorrow's digital needs, companies must be adaptable and flexible. Trends change rapidly, and new regulations drive development.
If companies start from the customer’s perspective and acknowledge that it is the customer who decides how they want to communicate, they have come a long way. Here are some strategies worth considering:
- Offer freedom of choice – Customers want to choose how they receive information and invoices, whether digitally or physically
- Use the right channel at the right time – Tailor communication according to the nature of the message
- Interaction and dialogue – Enable communication on the customer's terms
- Prioritise security – With stricter regulations for digital mail and data protection, it is crucial to choose a solution that ensures high security and regulatory compliance
- Automate and streamline – Reducing manual handling saves time and minimises errors
- Analyse and optimise – Companies that continuously evaluate customer behavior can quickly adapt their strategies.
From traditional mail to digital mailboxes
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Ready to elevate your communication strategy?
With Tietoevry's Multichannel platform, companies get a future-proof solution that adapts to both today's and tomorrow's digital landscape.
Contact Pernilla Hurtig, Sales Manager for a free demo and discover how Tietoevry can help you thrive in the digital age!
Åsa has over 20 years of experience in the industry and has previously worked as a Product Manager, Consultant Manager, and Business Developer. She joined Tietoevry in 2016 and has since focused on developing the Multichannel service. Since 2024, Åsa has been the Product Area Manager, specializing in digital mailboxes in the Nordics, as well as email and SMS messaging.
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