Customer Communication and Experience Management That Puts Customers First
At Sefas, we believe great communication is the foundation of a great customer relationship. That’s why we help organisations deliver personalised, accessible and compliant communications across every channel, faster, smarter and more efficiently.
What is CCM and CXM?
Customer Communication Management (CCM) is all about how businesses create, manage and deliver messages to customers across different channels, from print and email to SMS and online portals. Think of it as the engine that powers every statement, bill, or update your customers receive.
Customer Experience Management (CXM) takes this a step further. It’s not just about sending information, but about creating a meaningful experience that builds trust and loyalty.
Why Organisations Choose Sefas
If you work in financial services, insurance, telco, or utilities, you’ll know the challenges:
- Ever-changing compliance rules
- Customers expecting personalised, accessible communications
- Legacy systems slowing down progress
- Struggles to keep messaging consistent across multiple channel
This is where Sefas comes in. With over three decades of expertise in customer communication management, we help businesses modernise and simplify their communications. Our consultative approach also helps deliver better customer experiences, ensuring customers feel informed, valued and connected.
NatWest – Digital Transformation in Customer Communications
As one of the UK’s biggest banking groups, NatWest serves over 19 million customers across multiple brands. Managing millions of statements, both printed and digital, had become complex, costly and time-consuming.
NatWest wanted to bring everything together under one secure, consistent and sustainable communication process.
Since 2008, we’ve partnered with NatWest to modernise its entire communication ecosystem through our Harmonie Communication Suite (HCS). Together, we’ve:
- Redesigned credit card statements for clarity and speed
- Unified communications across four major brands
- Delivered accessible digital statements for visually impaired customers
- Reduced paper use to support sustainability goals
- Built a secure, scalable platform with omnichannel capabilities
The Results
- Major cost and environmental savings
- Clear, consistent customer communications
- Faster response times and improved experience
- A future-ready foundation for digital transformation
“The Sefas HCS platform has provided NatWest with the capability to deliver high-volume correspondence in both digital and paper output. This has enabled significant cost and climate savings.”
— Karen Clark, Head of Document Services, NatWest Group
Want to learn more about how Sefas helped NatWest transform its customer communications? Read the full NatWest case study here.
Our Unique Approach to CCM and CXM
We don’t just deliver software. We deliver a complete ecosystem that makes communications smoother, faster and more customer-friendly. At the heart of it is our Harmonie Communication Suite (HCS):
- HC Designer – compose, modernise and re-engineer accessible communications for all channels
- HC Conductor – orchestrate omnichannel customer experience workflows
- HC eAccess – interactive composition for business users
- HC Producer – automate and scale document generation
- HC Platform – high functionality software engine powering HC Suite and other CCM solutions
Backed by Docaposte, Europe’s leader in trusted digital solutions, Sefas combines the stability of proven technology with deep expertise in both customer communication management and customer experience management.
Paragon – Scaling Customer Communications Across Channels
When Paragon (formerly DST) acquired GE Money, it inherited more than 50 client accounts offering store credit cards. Managing high-volume, variable data for so many brands was a huge challenge. They needed a flexible solution that could handle it all seamlessly and securely.
Paragon partnered with Sefas to implement the Harmonie Communication Suite (HCS). With HCS, they could:
- Integrate over 50 brands into one system
- Automate mail sorting and reduce waste
- Personalise every customer message
- Deliver consistent communication across print, email, SMS and web
- Maintain top-level data security and compliance
The Results
- Faster onboarding and smoother operations
- Reduced production costs and waste
- Enhanced customer experience
- Greater scalability and competitive edge
“Harmonie Communication Suite gives us the capabilities to better serve our customers across all communication channels. The days of sending generic material to all customers are numbered.”
— Malcolm Webb, Head of Business Development Sales, Paragon
Read more about how we supported Paragon in scaling customer communications in our full Paragon case study.
Sefas’s 5 Key Strengths
- Accessibility – Compliant, inclusive communications for every customer
- Re-engineering – Turn outdated documents into modern, dynamic interactions
- Speed – Cut turnaround times with smart automation
- Efficiency – Reduce costs while boosting resilience
- Security and Scalability – ISO-certified, GDPR-compliant, enterprise-ready solutions
BT – Secure, Scalable and Flexible Customer Billing
BT, one of the UK’s largest telecom providers, sends millions of detailed bills every month. Their older systems limited flexibility and made updates slow and costly. BT needed a secure, scalable way to manage billing with full control and accuracy.
For more than 20 years, BT has partnered with Sefas to transform its billing communications through HCS. Together, we’ve:
- Re-engineered legacy data for greater flexibility
- Enabled secure, scalable processing for millions of bills
- Simplified compliance and brand updates
- Integrated seamlessly with BT’s communication systems
The Results
- Reliable delivery of accurate, secure bills
- Reduced dependence on legacy systems
- Faster updates and improved agility
- Freedom from vendor lock-in
“Our partnership with Sefas has been instrumental in maintaining the high standards our customers expect. Their expertise and reliability mean we can focus on innovation, knowing our billing communications are in safe hands.”
— Claire Farage, Transformation Manager (Corporate Units), B
Read more about how we helped BT deliver secure, scalable and flexible billing communications in our full BT case study.
The Omnichannel Customer Experience Advantage
Think about how your customers prefer to engage. Some want email, others still rely on print, while many now expect instant updates on their phone. What they all want, though, is consistency.
That’s where Sefas comes in. With HC Conductor, we help you deliver a true omnichannel customer experience. One that’s personalised, compliant and seamless across every channel. Research shows 73% of consumers see experience as a deciding factor in their choices. We make sure your communications meet that expectation, every time.
Why Partner with Sefas?
- 15+ year partnership with NatWest
- 20+ year partnership with BT
- Trusted by leaders in financial services, utilities, telco and insurance
- Global reach through Docaposte
- A true strategic partner, not just another software provider
“Our partnership with Sefas has been instrumental in maintaining the high standards our customers expect. Their expertise and reliability mean we can focus on innovation, knowing our billing communications are in safe hands.”
— Claire Farage, Transformation Manager (Corporate Units), B
Read more about how we helped BT deliver secure, scalable and flexible billing communications in our full BT case study.
Ready to Redefine Your Communications?
It’s time to deliver faster, compliant and more personalised communications across every channel. With our expertise in customer communication management and customer experience management, Sefas helps you modernise, scale and improve your omnichannel customer experience, all while building stronger customer trust and loyalty.
FAQs
CCM is about creating and delivering communications. CXM makes sure those communications lead to a positive customer experience.
With rules built into workflows (like GDPR and accessibility), CCM software ensures every communication meets regulatory standards.
Absolutely. The Harmonie Communication Suite integrates with both legacy and modern enterprise systems to make the transition smooth.
Yes. Customer communication management modernises communications, increases efficiency and strengthens the customer experience, key pillars of digital transformation.
Financial services, insurance, utilities and telecoms. Essentially, any industry producing large volumes of regulated customer communications.
Ready to Learn More?
