Shield Your Organization From Disaster With A Print And Mail Business Continuity Plan

by | Aug 30, 2022

Print and mail

Every organization needs a robust business continuity plan in the event of a crisis, which can include both natural and man-made disasters, like fire, flooding, pandemic, or any other incident that results in a disruption of business operations.

Your organization probably has some business continuity management (BCM) plans in place already, which cover everything from IT disaster recovery to facility and workforce management in a time of crisis. But does your plan include print and mail disaster recovery? If not, you risk losing the ability to communicate effectively with your customers during an emergency event – which is when communication matters the most. This is why many broad-based BCM standards include maintaining customer communications as an important goal for a resilient, effective business continuity program.

Delaying the delivery of business-critical documents and communications causes a host of negative effects, such as reputational damage and a bad customer experience. It can also severely impact your revenue cycle management, and regulatory compliance.

That is why a backup composition and print plan is essential. Such a plan, provided by a vendor with a number of first class, geographically dispersed print facilities, can offer you immediate value through a quick-start process that defines, integrates, and fulfills your most critical communications. This way you can provide a seamless customer experience, as well as experience an instant ROI.

What would happen if suddenly your organization could no longer send out critical documents to your customers?

Let’s discuss how we can help ensure continuous business execution of your print and digital communications

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Here are some key areas to review when planning for print and mail business continuity:

Mitigate Resource Dependency

Business continuity planning for IT is different than planning for print communication continuity. If you handle your print and mail in house, you need to have a very clear understanding of the physical requirements of data composition, print, and delivery.

Be sure to consider the critical resources you need to operate your print and mail facilities, and how you would manage supply chain disruptions that could prevent you from easily replenishing those resources. In this circumstance, having a backup relationship with a large, established customer communications vendor can be an important part of your BCM plan.

One method of creating a backup relationship with a communications vendor in case of disaster is to pre-emptively allocate a portion of your communications fulfillment to that vendor now. Then, should there be a crisis that impacts your in-house print facility, or your primary print vendor, your secondary vendor will have pre-configured access to your communication data, and can move to providing 100% of your critical print communications almost immediately.

Limit Communication Delays

Time delays are not an option for essential services like regulated paper-based document delivery. In many cases, there can be regulatory or legal consequences if vital communications are delayed. If your print operation shuts down because of an unforeseen disaster, you need to consider a seamless and quick transition to a third-party facility to maintain operational control.

Maintain Revenue Cycles

Revenue metrics like Days Sales Outstanding (DSO) are monitored and managed by organizations to maintain financial viability and ensure end customer payments are on time. What would happen to your organization if key processes like billing were impacted by a shutdown of your print facility? Having access to a backup facility to deliver critical bills and facilitate revenue cycles is what is required to ensure there is no time delay.

Deliver a Stellar Customer Experience at a Trying Time

Delivering communications and regulatory documents to customers on time is a requirement for your organization. It is also a reflection of your brand promise. Maintaining the regular cadence of critical communications, especially when times get tough, will help you retain and gain new loyal customers.

Conversely, getting a paycheck, bill, or an overdue payment notice with a delay may really affect someone’s financial well-being, especially if your customers have also been negatively impacted by the same disaster your company is dealing with.

Being able to serve customers without interruptions, as a result of your investment in a print and mail disaster recovery solution, may be critical to maintaining ‘customers first’ reputation when the unexpected occurs.


Customer reading his mail

The Doxim Business Continuity Solution (BCS) offers a backup composition of both print and digital communications. It offers immediate value to clients through a quick-start process that defines, integrates, and fulfills a portion or all of their communications, delivering instant ROI and ensuring seamless customer experience.

This contingency solution can be operated out of any of Doxim’s state-of-the art print facilities across North America. We can offer your organization expert guidance in print contingency planning from our implementation, customer success, and support teams.

Are you ready to reduce operational risk by having a backup plan and a reliable customer communications partner? Book a conversation with a print and mail disaster recovery expert now!

3. Expansion of digital products

As banking customer behavior shifts, banks must move with the times, or risk getting left behind. Many banks today are exploring the power and potential of open banking, which can allow them to offer more innovative products and services to their customers, as well as to better compete with fintech companies and other non-traditional financial service providers.

As you shift your banking business model to reach new segments or provide an enhanced array of services, communication becomes even more pivotal to your success. After all, if your customers don’t know which new services they qualify for, or how those services will help them meet their goals, then they are unlikely to explore them further. CCM technology can be leveraged here to provide personalized on-statement messaging that directs customers to the right products and services, as well as 1:1 personalized “explainer” videos to help them get started.

Adjusting your bank’s priorities to thrive in 2023

In an era of constant change, the key to successfully transforming your bank’s business model will be to stay attuned to the changing needs and preferences of customers, and to be open to exploring new opportunities and technologies that can help your FI stay competitive and relevant. But these new opportunities are doomed to fail if you do not clearly communicate their benefits and make it simple for customers to access them.

That is why transforming your customer communication strategy is the best first step to broader digital transformation. By updating your approach to communications to meet omnichannel customer needs, you also position your bank to communicate the benefits of changes in your broader organization, like new or enhanced products and services. The pace of change in banking has never been brisker – but with the right strategic approach to these changes, the future is bright.

Investing in a modern customer communication management and engagement platform is an essential part modernizing your banking strategy, as it can provide the personalized digital experiences that will keep your bank or credit union ahead of the competition. It helps provide a great customer experience, and builds rich relationships, which in turn results in customers for life and a competitive advantage in the rapidly evolving financial marketplace.

How Doxim can address the banking customer communications trends identified and help future-proof your digital banking strategy

banking customer communications trends

Doxim’s experienced consultants and omnichannel platform can help transform your customer experience in many ways, including:

  • Gathering and utilizing customer data to continually improve the personalization of communications.
  • Building trust with customers via communication (via print, PDF, HTML, email, text, and online interactive experiences).
  • Leveraging interactive video to drive personalized digital customer experiences, such as interactive statements, bills, or reports, that offer visual engagement and real-time interactivity
  • Putting customer data, including customer statements, at the fingertips of your service representatives for immediate and personal service.
  • Making a meaningful connection with value-added content, like information about philanthropic activities, on customer statements.

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