Video calls, chatbots, self-service banking — with the rapid evolution driven by recent events, it might seem like digital channels now lead customer communications.
However, when it comes to the most vital personal and financial information, traditional print-and-post methods are still widely used.
Despite various attempts to modernise how sensitive documents are delivered, over 7 billion letters were sent by Royal Mail in 2022.
With postal costs rising (up to 18% increases), and considering the environmental impact of printing and posting, business leaders are exploring how digital alternatives could save costs.
If you work in regulated sectors such as legal or financial services, you’re likely familiar with the strict regulations on sharing certain confidential information.
Traditional mail services, especially recorded delivery, fulfil several regulatory requirements, such as:
Although many digital solutions meet and often exceed these requirements, offering greater security through encryption, challenges arise with compatibility.
Exchanges involving multiple parties, such as remortgages, need seamless communication between SMEs and large corporations.
If you've encountered hurdles in adopting digital methods, you’re not alone!
Here are some excellent alternatives to print and post for handling confidential documents, designed to cut costs and simplify processes for customers and partners.
| Note: The solutions listed cater to professionals, small businesses, and large enterprises alike. |
Email is the preferred communication channel for business-to-customer interactions. According to a survey, 83% of customers favour email as their primary mode of communication.
However, for sending confidential documents, unencrypted or open-risk email is not an option.
Open-risk emails can be intercepted, failing to meet security and compliance standards for sensitive information.
Secure email solutions encrypt data from outbox to inbox, protecting both the information and attachments during transmission.
Email encryption solutions often include additional features like recipient authentication to ensure compliance with audit standards.
Compatibility issues can arise with secure email solutions, especially those that do not integrate well with other email software or are challenging for recipients to use.
It's crucial to research and find a secure email solution that meets your business requirements and is tested within your industry.
Our secure email service, Mailock, is engineered for maximum security and compliance in the UK, used by over 130,000 professionals in regulated sectors.
We designed Mailock to be flexible, allowing you to adjust security and authentication levels based on your recipient’s trustworthiness.
Our approach ensures Mailock works for any recipient, regardless of their email provider, and is straightforward to use.
Enterprise users can manage and track thousands of documents via a company dashboard, while individuals can integrate Mailock directly into their Outlook inbox for hassle-free secure email.
Learn more about how Mailock secures confidential emails.
E-signature applications have significantly evolved, transitioning from tools for freelancers to comprehensive enterprise contract management platforms.
When confidential documents need signatures, or forms need filling out, e-signature apps offer robust solutions.
Digitally signed documents are timestamped and encrypted, making them secure and compliant with legal and regulatory standards.
These apps often include additional features valuable for customer communications.
If you frequently send the same form to different clients, most e-signature tools allow you to save templates for quick dispatch.
Features for collaboration are especially useful when documents need signatures from multiple parties. Instead of sequentially signing, everyone can access and sign the document simultaneously.
It's worth noting that some customers find e-signature tools intimidating, especially those designed more for business use.
While everyone is familiar with email, asking customers to log into an application and create an account can introduce unwanted friction.
Choosing an e-signature app suitable for your customers requires trial and careful consideration of solutions built primarily for this purpose.
Curious about the best e-signature apps? Check out this list.
Customer and client portals are increasingly popular. A U.S. study reveals that 88% of customers expect brands to offer a self-service portal.
For managing confidential documents, self-service portals provide a secure space for sharing large files between businesses and customers.
Portals are often customised and can feature numerous elements. Common features in portals for regulated industries include:
Prebuilt portals tailored to specific business types are widely used by small and medium-sized businesses, but they vary greatly in functionality.
This variety can be a double-edged sword. Despite their prevalence, 55% of customers find portals challenging to use.
The core function of a portal is to provide a secure area that customers must log into, often using a password - another entry to remember.
Ease of use is crucial with portals to avoid being associated with digital friction and frustration instead of a smooth digital experience.
Various providers offer solutions to reduce friction and enhance engagement, including passwordless logins and tools that transform portals into seamless communication hubs.
For example, integrating secure email with your portal allows you to deliver documents directly to your customer's inbox while also storing them for easy access anytime.
Carefully planning the workflows in which customers will engage with your portal is vital for its success in improving communication efficiency.
For expert tips, check out Carole’s advice on maximising client portal usage.
Alternatives to posting confidential documents have made significant progress in recent years. Given the increasing costs of traditional mail services, it's time to reconsider these options.
Using a thoughtful mix of secure email, e-signature capabilities, and customer portals can boost engagement, efficiency, and value.
While the charm of a handwritten letter is irreplaceable, in most business scenarios, shifting to digital—or at least giving customers the option—is a sensible choice.
Royal Mail Volume of Parcels and Letters Delivered in the UK, Statista, 2022
Royal Mail Raises Prices Amid Industrial Relations Storm, Printweek, 2022
Twilio Resource Center, Twilio
Best Digital Signature Apps, Zapier
Share of Customers Who Expect Brands to Have a Self-Service Portal, Statista
State of Customer Experience 2016 Report, The Northridge Group, 2016
Sabrina McClune, 18.06.24
Sam Kendall, 18.06.24