The dynamic model

Jerry Johansson is a Customer Developer at PostNord Strålfors, who works with all the company’s communication solutions on a daily basis. “We have a range of digital deliveries, spanning the full spectrum from simple, black and white PDF invoices to omnichannel communication solutions that support dynamic HTML documents,” he explains.


The invoice is often an under-used channel for building relationships with customers.

The invoice is more than just a document that tells your customers how much they have to pay for the products or services you supply. 

“In many cases, it’s the only contact they have with your company in their everyday lives. This makes the invoice an incredibly important part of your communication as a whole,” explains Jerry Johansson.

Jerry is a strong advocate of making administrative communication more interactive.

“It’s all about giving customers a more meaningful experience. For example, we can let them examine details of their consumption or balance today, and use interactive diagrams to present statistics.

It's easy to call up a preview on the screen for all platforms and channels. Quite simply, it's dynamic.

This is called dynamic communication. Why?

“Because you can send all types of messages adapted to match precisely the channel and device (cell phone, computer or tablet) the customer prefers – for example to a digital mailbox, directly to their cell phone as an SMS, or to a mobile app.” 

It also means that end users can receive all administrative communication on their cell phones.

“When you set up your mailings, you simply make the necessary adjustments in a single place in our tool. You then run the proofing process automatically everywhere and in all channels – at the same time. It’s easy to call up a preview on the screen for all platforms and channels. Quite simply, it’s dynamic,” says Jerry Johansson. 

This, in turn, means that end users can choose when and where to receive the message. 

“You transform all information and all invoices into interesting and interactive documents that your customers are keen to read and explore. Dynamic communication also supports omnichannel delivery.”

Digitala tools and outgoing channels

  • eInvoice is usually the first digital outgoing channel PostNord Strålfors customers encounter. Customers choose this service primarily to save costs and/or for environmental reasons.

  • Digital mailboxes (e-Boks, Kivra, etc.) are used to store all documents in the same safe place. This provides your recipients with full control and improved overview.

  • Email invoices mainly serve as a supplement for companies that have not yet set up links to Kivra or e-Boks. Digital mailboxes have recently taken over a large share of these volumes.

  • Mobile invoices are first and foremost about simplicity. The system lets you take care of all your payments via your cell phone. You receive an SMS about a new invoice, log in using your BankID, check the invoice and then pay it straight away. This results in improved customer experiences, a higher willingness to pay and shorter payment reception times.

  • Access Interactive is a web portal for customer communication which provides full control of all administrative routines and, at the same time, makes it possible to personalize the message.

  • Dynamic communication transforms customer information and invoices into interesting, interactive documents. The solution is fully flexible and supports omnichannel delivery.

  •  Customer Journey Mapping is an effective method for identifying improvement opportunities in each section of the customer journey.

Find out more about solutions from ­PostNord Strålfors.