New technology – both easy and hard

From a technical perspective, it is relatively simple to move all invoices from hard copy to the cell phone. The big challenges are to be found in organization and processes instead.

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The mobile invoice service has how been in place with several PostNord Strålfors customers for more than a year now.

“What’s new is the connection to our dynamic solution,” explains Lars Lundström, Head of Digital Services. He continues.

“It’s called ‘dynamic communication’ because it’s possible to send all kinds of messages, tailored to match precisely the channel and device (smartphone, computer or tablet) the customer prefers. For example, we can send to a digital mailbox, directly to a cell phone as an SMS, or to a mobile app.”

The solution has been created jointly with PostNord Strålfors’ partner LINK Mobility.

“We’ve succeeded in creating something that our competitors are already talking about as the future. For us, it’s already reality and everyday life,” says Lars Lundström.

Even though the technology is in place, however, and customers are convinced of all the benefits, implementation at many major companies and businesses is taking time.

“It’s not because they can’t do it, but because the new technology demands new processes. This is a completely different discussion that has nothing to do with the product. For example, new ways of running customer service are needed, and there are several issues to do with security,” he adds.

Changed flows

All aspects of business at a company are founded on the invoice flows functioning as they should. If the invoices are no longer issued on the 25th of the month, as has long been usual practice, this will have such a significant impact on internal operations that major organizational changes have to be made.

“Switching to the mobile solution means that invoices are sent out on an ongoing basis, and that calls to the customer service come in continuously instead, every time an end customer has a question.

Toward a superior customer-experience

“Previously, it was normal to increase the staffing of customer service departments during the week around the 25th of the month,” explains Lars Lundström.

The invoice is more than a document that tells customers how much they have to pay for the products or services a company supplies.

“In many cases, it’s the only contact they have with a company in their everyday lives. This means that it’s an incredibly important part of the communication mix,” says Lars Lundström.

He explains that many of Strålfors’ major customers are currently working to implement dynamic invoice flows for mobile devices. 

“It’s a hugely exciting project, and a lot of players have already come a long way toward being able to offer their customers full communication via their cell phones.”