David Reilly, VP of Technology & Operations

With more than 200 banks and credit unions served nationwide, what has been the key to building long-term trust with financial institutions and other highly regulated organizations?

With more than 200 banks and credit unions served nationwide, PrintMail Solutions has built long-term relationships by recognizing that trust is truly tested when unexpected challenges arise. While reliable day-to-day statement production is essential, the real difference comes from how effectively a communications partner responds when something goes wrong.

Our systems and support model are designed for those critical moments. Whether a core conversion is delayed, a malformed file arrives outside normal business hours, or an institution needs documentation for an older account, we provide the visibility and support needed to respond confidently. Piece-level tracking, archived retrieval, and knowledgeable client support help ensure that important information remains accessible when it matters most.

Security and regulatory readiness are equally important to maintaining trust. Financial institutions regularly subject providers to rigorous third-party risk assessments, and PrintMail is prepared to meet those expectations through measures including SOC 2 Type I and Type II compliance, quarterly penetration testing, and background-checked employees.

Ultimately, our goal is to make customer communications easier to manage, easier to verify, and easier for financial institutions to defend over time.

How do your direct integrations with platforms such as Jack Henry, Fiserv, FIS, and Q2 help community and regional financial institutions deliver a more seamless digital experience?

Community and regional financial institutions often operate with lean IT teams while managing an increasingly complex technology environment. PrintMail Solutions helps reduce that burden by taking responsibility for much of the integration work. Rather than requiring institutions to build and maintain custom middleware for every communications provider, we maintain direct connections with leading platforms, including Jack Henry, Fiserv, FIS, Q2, Finastra, Corelation, DCI, and approximately 50 other systems spanning core banking, imaging, online banking, and third-party applications.

Because many institutions are already connected to our platform, implementations can often move from lengthy development projects to straightforward configuration. This helps reduce technology demands while accelerating deployment.

The real advantage appears in the customer experience. When core banking, digital banking, and statement presentment operate from a coordinated communications pipeline, delivery preferences remain synchronized. For example, when a customer enrolls in eStatements through online banking, that preference can automatically flow through the system so paper statements are discontinued. By eliminating these disconnects, PrintMail helps financial institutions deliver a more consistent, reliable, and seamless digital communications experience.

Accuracy, security, and compliance are critical in financial communications. How do your 99.998% production accuracy, SOC 2 Type I and II audited operations, and redundant facilities help protect clients and their customers?

Accuracy, security, and compliance are fundamental to financial customer communications, particularly when processing more than nine million pieces each month. At PrintMail Solutions, achieving 99.998% production accuracy is not dependent on individual attention alone; it is built into the structure of our processes and technology.

Every communication passes through multiple controlled stages, including file receipt, composition, imaging, inserting, and mailing. Automated reconciliation compares expected and actual production counts, while camera verification on inserting equipment provides an additional layer of control. These safeguards are designed to prevent errors before they occur rather than simply identifying them afterward.

Security follows the same disciplined approach. Our operations undergo SOC 2 Type I and Type II audits and quarterly penetration testing, while customer data is handled exclusively by vetted employees throughout the production process, from receipt through postal handoff.

Operational resilience is equally important. Our facilities in Pennsylvania and Tennessee are designed to support one another, allowing work to be transferred between locations when necessary. This creates practical redundancy and strengthens business continuity, helping financial institutions maintain reliable customer communications even when unexpected disruptions occur.

Your clients save an average of 20% when moving their communications programs to PrintMail. What operational efficiencies and cost-saving opportunities typically contribute to these results?

The average 20% savings achieved by financial institutions moving their communications programs to PrintMail Solutions typically comes from a combination of operational improvements rather than a single cost-cutting measure. We begin each relationship with a detailed cost analysis designed to identify opportunities across the entire communications process.

Postal optimization is often one of the largest contributors. Through presorting and commingling at our scale, clients can access postal efficiencies that may be difficult for individual institutions to achieve independently. Address hygiene also plays an important role by reducing undeliverable mail and eliminating unnecessary costs.

We then examine document design and production practices, including duplex printing, page suppression, and removing pages that provide limited value. Digital migration creates another opportunity, as increasing eStatement adoption can permanently reduce paper, printing, and postage expenses.

Finally, outsourcing can eliminate the ongoing costs associated with maintaining in-house production equipment, inventory, maintenance contracts, and specialized personnel. Having conducted hundreds of cost analyses, we understand where hidden inefficiencies often exist. Our objective is not simply to reduce expenses, but to uncover opportunities that make customer communications more efficient, sustainable, and cost-effective.

What does innovation look like at PrintMail, and how are you investing in technology and integrations to keep pace with the evolving needs of financial institutions?

At PrintMail Solutions, innovation is less about pursuing technology for its own sake and more about removing unnecessary complexity, manual intervention, and risk from customer communications. Every manual touchpoint in a production workflow can introduce delays or errors, so we focus on automating processes wherever technology can deliver greater consistency and efficiency.

Our platform is designed to handle exceptions such as address anomalies, file irregularities, suppression conflicts, and formatting changes that can occur following a system upgrade. By resolving many of these issues automatically, we reduce operational friction and allow teams to focus their attention where human judgment is genuinely needed.

Our technology roadmap is also strongly influenced by our clients. Many of the solutions we have developed began with a challenge faced by one financial institution and evolved into capabilities that could benefit others across the industry. Today, our investment priorities include expanding integration coverage, creating richer digital document experiences, and making better use of the data already moving through our communications platform. Through this approach, PrintMail continues to evolve its technology around real-world financial services needs while improving reliability, efficiency, and customer engagement.

Looking ahead, what is your vision for PrintMail Solutions and the future of banking customer communications?

Looking ahead, PrintMail Solutions envisions a future where financial institutions no longer treat print and digital communications as separate programs. Digital delivery will continue to grow, but print will remain an important channel for many customers. The opportunity is to bring both together through a unified communications strategy built around one data source, one preference record, one archive, and a consistent customer experience across every channel.

We also believe the role of the statement itself is changing. Traditionally viewed primarily as a compliance requirement, a statement is often produced, delivered, and quickly forgotten. Yet it remains one of the most frequently opened communications a financial institution sends and contains valuable context about the customer relationship.

Our vision is to help institutions recognize and unlock that potential by transforming statements from routine documents into meaningful customer engagement channels. Through integrated technology, smarter data utilization, and coordinated print and digital delivery, PrintMail aims to help financial institutions create communications that are not only accurate and compliant, but also relevant, connected, and valuable to customers. Ultimately, we want to make the customer communication experience seamless regardless of how a person chooses to receive it.

“Connecting Print and Digital to Create Better Customer Experiences”

“Turning Every Statement into an Opportunity for Meaningful Engagement”