Why we added a print channel to our REACH Preference Center

by Jay Malin, AGENT511 Managing Director

Yes, it happened. Our business which began delivering text messages over 10 years ago just added a print channel for a major East Coast utility’s planned (maintenance) outage program. Somewhere along that path, we added email and outbound voice services as well. I couldn’t have imagined it then, but it makes even more sense today. Why?

Some customers demand print and, in some cases, print is regulatory. 

Delivering a seamless, branded customer experience is critical in helping customers cut through the noise. For organizations, maintaining a single repository of customer correspondence creates efficiencies in the areas of audibility and analytics.  Your agents need only look-up messaging receipts in one place and your data scientists are empowered to search for customer communication insights.  Moreover, by adding a little intelligence to this workflow and you can notify send a text or voice call first and require an acknowledgement before print would be sent. This cuts the noise and saves money.

Add a QR code to the letter to offer opt-in for digital programs as well.

How did we do it?  We simply added a print channel to our REACHTM Preference Center and implemented a process for creating paper templates and custom envelopes with our partner Doxim.  We get address changes and put in place a process to confirm first and third-class letters have been sent.

Yeah, its still paper and a person has to hand deliver it come rain or snow, however, orchestrating communications across all channels is smart.

Learn more

Allow us to share our severe weather dashboard and data apps to keep customers informed when restoration times are long. AGENT511 is a leading provider of multichannel communications and is partnered with BGE, PECO, ComEd, Evergy, and City of Chicago to deliver text and mobile messaging for ad hoc alerts and personalized outage, leak, and billing notifications.