For the past decade, moving to paperless communications has been at the forefront of most organizations’ minds. Not only is electronic delivery a customer expectation, it also benefits your business’ bottom line. In fact, a recent study estimates that moving from paper to electronic delivery of certain documents could reduce costs of producing communications by 36 percent. While it is not a new concept, the challenge still exists in accelerating eAdoption. Here are three secrets to driving paperless customer communications:

1.Provide Consistency in Electronic Document Formatting 
Many third party software packages generally provide a rudimentary print layout of a document for use electronic use, thus creating a stale, unfriendly document that does not match the printed, often legal, version.  This creates customer reluctance in moving to electronic delivery because the same document presented in different formats for print and electronic can be confusing.

A successful electronic conversion includes providing an exact replica electronically that is offered in print and mail. A very important reason to offer online statements in the same format as printed is to provide the institution’s customers with a true legal document online rather than a home banking transaction printout. Because most customers require a legal version of their documents in the event of a loan application or tax audit, offering the statement in the same format will encourage eAdoption.

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