Why communication complexity is hurting your business – and how Centerpoint helps you future-proof customer communication

Modern communication demands have changed — but the solutions many organizations rely on haven’t kept up. Today’s customers expect real-time, personalized interactions across multiple channels: mobile, email, web, and yes — still print. But behind the scenes, many teams are still juggling: 

• Siloed systems and fragmented communication channels: Legacy solutions are often tied to individual business systems — and they frequently separate documents from digital interactions, treating them as isolated processes. This fragmentation makes it difficult to scale, govern, and deliver a seamless customer experience. 
• Limited personalization and automation: Siloed data, rigid formats, and disconnected workflows make it hard to personalize communication or automate delivery in a scalable, compliant way. 
• Static templates and outdated forms: Hard-coded templates, outdated PDFs, and paper-based forms require manual tasks and heavy IT involvement — limiting agility and increasing risk. 
• Low control and governance for ad hoc letters: Ad hoc letters — often created in Word — lack version control, audit trails, and oversight, leading to inconsistent and non-compliant communication. 
• Slow, resource-heavy digitization of processes: Business-critical processes are often digitized one at a time using isolated tools and teams — resulting in long turnaround times, maintenance complexity, and high IT dependency that slows response times. 
• Outdated delivery methods: Many organizations still rely heavily on print and postal channels — increasing costs and delays at a time when customers expect digital access by default. 

These inefficiencies don’t just waste time — they introduce risk, reduce control, and limit your ability to meet customer expectations or respond to change. 

Why it matters: Customer communication today isn’t just about delivery. It’s about interactive experience, trust, and agility — and your tech stack either enables that or holds it back. 

From fragmented tools to one strategic foundation 

Most organizations didn’t choose complexity — it happened gradually. A tool for one use case, a quick fix for another. Over time, this leads to a patchwork of disconnected systems and processes that are costly to maintain, hard to govern, and difficult to scale. 

It’s time to think differently. 

Customer communication shouldn’t be stitched together across teams and technologies. It should be treated as infrastructure — designed to support long-term business agility, evolving customer expectations, and regulatory requirements. 

That’s where Centerpoint comes in. 

A modular platform that unifies communication and interaction — adding structure, automation, and personalization by leveraging all your data, in one place. It gives you control over the entire communication lifecycle. And because it’s modular, you can start small, address your most pressing pain point, and scale as you grow. 

What a smarter approach to communication looks like  

Think of Centerpoint as a set of tools built to solve real communication challenges across four core areas. Below, we explain what each module does — and what problem it solves.  

1. Pages – Centralize and scale personalized document communication

• The challenge: Templates for batch, on-demand, and ad hoc communication are often hard-coded into individual business systems, using siloed data. This setup makes personalization difficult, slows down updates, and forces business teams to rely on IT for every change — reducing control and increasing risk. Governance is limited, communication is inconsistent, and scaling across channels becomes complex. 
• How Pages helps: Pages provides a centralized way to create and manage outbound communication — from large-scale document production to personalized, case-based letters. By connecting to your core systems, CRM, and business applications, Pages uses all your data and dynamic, object-based templates to deliver consistent, personalized content across all channels. Business teams can make updates without IT, with full control over template lifecycle, versioning, and compliance — including accessibility standards like WCAG and PDF/UA. 
• Why it matters: Pages gives your teams speed, control, and clarity. It reduces IT bottlenecks, simplifies maintenance, and ensures your communication is always accurate, on-brand, compliant and ready to scale — even as customer expectations and regulations evolve. 
  

• The challenge: Ad hoc letters — used by case handlers and customer support — are often managed through outdated, system-specific tools or local Word templates. This leads to inconsistent communication, limited control, and a heavy reliance on IT for even small updates. Staying compliant is difficult, brand consistency suffers, and print-and-mail workflows add manual work and delays. 
• How Editor helps: Editor provides a structured, step-by-step way to create personalized ad hoc letters using pre-approved content blocks and real-time data from core systems. It integrates with your CRM or case handling platforms to ensure every letter is accurate, on-brand, and compliant — with full traceability, lifecycle control, and accessibility built in. 
• Why it matters: Ad hoc communication often happens at critical moments — when accuracy, speed, and clarity matter most. Editor reduces manual effort, increases confidence, and gives teams the tools to respond quickly — without relying on outdated templates or IT for support. 
  

• The challenge: Paper-based and static PDF forms are still common in critical processes like onboarding, claims, and compliance — even though they’re slow, manual, and disconnected from backend systems. In many organizations, these processes have been digitized one by one using different tools and teams, often led by IT — resulting in fragmented solutions that are hard to maintain, update, or scale. The outcome is poor usability, limited accessibility, and high manual effort — with business teams dependent on IT for even minor changes.   
• How Smartforms helps: Smartforms replaces outdated forms with digital, interactive processes — including data capture, workflows, and e-signing — all built in a no-code, drag-and-drop interface. Business teams can build and update forms themselves, automate steps, and tailor processes to complex business needs. Smartforms integrates with your core systems and CRM for real-time data handling, and can be deployed across portals, websites, or embedded directly in customer communication. 
• Why it matters: Forms are often the first impression your organization makes. Smartforms turns that interaction into a seamless, secure experience — improving data quality, accelerating turnaround times, and reducing manual work, while ensuring compliance with full traceability and accessibility built in.4. Process automation: Build reliability into delivery, signing, and archiving  
  

The challenge: 
Even when communication is created, delays and inconsistencies often arise during delivery, signing, or archiving. Manual handoffs, disconnected systems, and fragmented processes increase the risk of errors, missed steps, and compliance issues — especially when multiple departments or vendors are involved. 
Tracking status becomes difficult, and teams spend unnecessary time managing tasks that should be handled automatically. 

How process automation helps: 
Centerpoint brings automation into every step of the communication lifecycle — helping you streamline delivery, signing, and archiving in one unified flow. 

• Omnichannel ensures messages reach customers through the right channels — digital mailboxes, print, or your own portals — without added complexity. 
• Sign enables fast, secure digital signing through integrations with leading e-signature providers, with full traceability and support for complex flows. 
• Archive stores all communication securely and accessibly, including signed dialogs, with audit logs and customer-facing access via portals. 
• Workflow Automation coordinates multi-step, multi-party processes with ease — reducing manual work and improving reliability across systems. 

Why it matters: 
Your customer experience doesn’t end when a document is created. Process automation ensures that every message is delivered securely, every signature is captured correctly, and every step is documented — making communication consistent, compliant, and scalable by design. 

What to take away: Communication is infrastructure — and a strategic advantage 

For many organizations, communication is still treated as a collection of outputs — documents, letters, forms — rather than a connected, strategic capability. But with growing customer expectations and regulatory demands, that mindset is changing. 

Here’s what modern leaders are prioritizing: 

1. Communication is infrastructure. It deserves the same long-term investment and governance as your CRM or core systems. 
2. Start where it matters most. You don’t need to overhaul everything at once — Centerpoint’s modular design lets you begin with a single use case and scale over time. 
3. Empower business teams. When updates rely on IT, you lose agility. Giving teams direct control over content and processes is essential to keep pace. 
4. Compliance and accessibility must be built in. With the right foundation, every interaction can meet regulatory standards — without adding manual overhead. 

What organizations are achieving with Centerpoint 

Organizations using Centerpoint report: 

• Up to 90% faster time to update templates and forms 
• Significant reduction in IT dependency and support hours 
• Rollout of new communication in hours instead of weeks 
• Stronger engagement through personalized, timely messaging 
• Confidence in meeting compliance standards like DORA, WCAG, and more 

Want to see this in action? 

Explore how organizations are transforming customer communication and interaction — with measurable results across efficiency, compliance, and experience. 

👉 View some of our customer transformations here