Customer communication
Letters, emails, portal messages and push notifications: CustomerConnect creates and sends all your outbound customer communication from one place. You follow processing and delivery, and for digital communication you get insight into things like opens, clicks and bounces. Harmony developed and manages the platform and processes around 50 million communications a year.
In use at
Who it is for
Features
Send one letter to one customer or thousands at once. CustomerConnect prepares the documents and sends them to the printer or print partner you choose. You stay in control of what goes out.
Send letters
Send personalised emails and see what happens to each message. Delivered, opened, clicked or bounced: your staff find the delivery status and the proof for every email in CustomerConnect.
Prove every email
Send customers a push notification through your own app or put a message ready in their customer portal. That way you choose the channel that fits each communication, without falling back on a letter or an email by default.
Send notifications
Work with fixed templates for letters, emails and other customer communication. The wording can change while the agreed house style stays. You manage it yourselves or leave it to Harmony.
Manage your templates
Create and send a one-off mailing yourself from CustomerConnect. Add the addresses, choose the template and the channel, check the communication and send it. No separate technical project for every mailing.
Create your own mailings
Make customer communication something customers can act on straight away. Add a payment link, for example, or share confidential information through a secure environment. That way a customer doesn't have to go looking for the next step after reading a message.
Make paying easy
Follow customer communication through the whole delivery chain and see where something gets stuck. For email you also see what happens after sending, such as delivery, opens, clicks and bounces.
Track every mailing
Keep the customer communication you send in a digital archive and make earlier letters and messages available in the customer portal or the customer's own online account. That way customers and your staff find earlier communication more easily.
Archive digitallyHow we work together
CustomerConnect is Harmony's platform for managing and sending digital and physical customer communication from one place.
You choose how far Harmony comes along. Use CustomerConnect as a tool and run everything yourselves, also as a light version for smaller organisations. Or choose the full service: Harmony sets it up, connects it, watches over it and solves what comes up, while you stay in control of what is sent.
The platform in your own hands: your team creates, checks and sends the communication itself. Also as a light version for smaller organisations.
Harmony takes over the technology and the follow-up, from the first connection to the last letter through the door. You review the content and choose whether sending runs automatically or at a moment you decide.
Our approach
We start with the communication you send today: which flows, which channels and where the friction is. Then we move it to CustomerConnect step by step, without your mailings coming to a halt along the way.
We map your current communication: which flows there are, which channels they run through and where the friction is. You get a concrete picture of what CustomerConnect can take over and where we start.
We set up one recognisable communication flow in CustomerConnect, with your own data and house style. That way you see the result before the rest follows.
We decide how CustomerConnect connects to your back-office systems and set milestones and a schedule, so the switch is predictable.
We set up the platform and bring over existing templates and flows. We migrate things as they are first and improve them after go-live, so your communication keeps running during the switch. Your team gets training to compose and manage communication themselves.
After go-live we monitor processing and the chain proactively. Our service desk resolves disruptions and liaises with service providers where needed. New capabilities are added in agreed releases.
Where we use it
CustomerConnect runs at organisations that communicate with large numbers of customers or participants. Below you can see what it delivers in each sector.
Another sector? No problem. CustomerConnect works for any organisation that communicates a lot, and carefully, with its customers.
Talk to an expert
Health insurers send large numbers of letters and messages all year round. The annual cycle adds the premium period on top, and the demands on security keep rising. This is what CustomerConnect solves there.
Large runs are scheduled, bundled and tracked, in the regular work and in the annual cycle. So in the premium period too, every mailing reaches the policyholder on time.
Personal and medical documents go by secure email: the policyholder only opens the message with a code that arrives separately. A European alternative, with data that stays in Europe.
Harmony is certified for ISO 27001 and NEN 7510, and has the platform put to the test externally every year.
Existing output flows move to the CustomerConnect cloud platform, first as they are and then improved.
Banks send large numbers of statements, contracts and statutory notices, under supervision and, since January 2025, under DORA. This is what CustomerConnect solves there.
CustomerConnect already runs under a DORA addendum at an insurer. So Harmony has already made the agreements that DORA asks of an ICT service provider.
An exit and migration plan is part of the agreements, so your communication is never tied to one supplier.
ISO 27001, ISAE 3000 and annual external pentests provide the evidence an auditor or supervisor asks for.
From account statement to contract change: everything comes from the same templates, by post, email or in the app.
A lottery communicates with millions of participants about taking part, draws and prizes, and every message has to be right. This is what CustomerConnect solves there.
After every draw, hundreds of thousands of prize letters and emails have to go out at once. CustomerConnect processes runs like that in one go and tracks them all the way to the participant, even when the volume climbs to millions of messages a month.
Templates and automatic processing take over the manual work and revision rounds, so the team has time for improvements.
The platform scales with the number of participants and prizes, without extra hands needed for every draw.
Templates and a check before sending prevent incorrect prize or participation information.
Cases
“Harmony has a really good service. We have good, pleasant dialogues and they are also there for us in product development.”
Erik MeinigerManager, Winners and Confirmation TeamFrequently asked questions
CustomerConnect is Harmony's customer communication platform. Organisations use it to create, send and track all their outbound communication, from letter to email, portal and push message, from one place. Harmony developed the platform and takes care of processing and management.
Customer Communication Management means designing, personalising, sending and tracking outbound customer communication centrally, across all channels. CustomerConnect is a CCM platform: templates and business logic turn data from your systems into letters, emails and messages.
Physical post, email, the customer portal and push or in-app messages. Letters come from the same templates as the digital messages, so all channels run through the same platform.
Yes. Functional administrators compose new communication and adjust existing communication, and business users check mailings before they go out. If you would rather not do that yourselves, you can leave template management to Harmony.
The chain monitor shows the whole chain in one overview, in plain language, and shows where something gets stuck. For digital messages you also see opens, clicks and bounces, and a timeline with proof for each email.
CustomerConnect processes structured data from your back-office systems, for example as XML, JSON or CSV. Business logic decides the channel and the content of each message, so your systems do not have to create communication themselves.
Harmony is certified for ISO 27001 and NEN 7510 and works with ISAE 3000. An external party tests the platform every year, following PTES and the OWASP Testing Guide among others, and findings are followed up. Processed data stays on the platform for 45 days at most, and the environments are strictly separated from each other.
We take stock of the existing templates and flows, set clear milestones and migrate things as they are first. Improvements follow after go-live, so your communication keeps running during the switch.
A half-hour conversation is usually enough to see how your communication flows fit on CustomerConnect, and what a first project would cost.
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