MHC Innovates Accessibility-by-Design for Enhanced Customer Communication Solutions

In today's fast-paced digital landscape, accessibility in customer communications has become more important than ever. MHC, a prominent provider of intelligent document and payment automation solutions, is answering the call for a fresh, efficient approach that integrates accessibility right from the start.

Meeting the Challenge of Accessibility

Traditional methods of ensuring accessibility often require extensive remediation after documents are created, which can be both time-consuming and costly. MHC has flipped this model on its head with its revolutionary approach. The company embeds accessibility features into their software at the pre-composition stage, a method known as accessibility-by-design. This means that documents are not just compliant by the end; they are designed to be compliant from the outset.

MHC's NorthStar Customer Communications Management (CCM) solution acts as the backbone of this initiative. Rather than relying on a reactive process that addresses compliance after the fact, MHC's technology allows for automation that ensures all communications meet accessibility requirements before they ever reach the audience.

Why Accessibility-by-Design Matters

The rise of digital regulations across regions — the U.S., Canada, Australia, and Europe — is pushing organizations to prioritize accessibility in a comprehensive manner. Legislation such as the Americans with Disabilities Act (ADA) and the European Accessibility Act have added layers of complexity to customer interactions, particularly concerning critical documents like statements and notices. Relying solely on post-creation remediation poses a risk of not only financial penalties but also reputational damage due to a lack of consistent customer experiences.

MHC's innovative approach not only simplifies this compliance process, but also enhances the overall customer journey. By ensuring that document templates are accessibility-ready before they are utilized, every subsequent document creation inherently maintains these standards, effectively turning accessibility from a burdensome task into an integrated capability.

Enhanced Features and Future Developments

With customer input driving changes, MHC is committed to continuously improving its accessibility features. For example, as early as 2026, the company plans to roll out automated accessibility certification. This feature will allow templates to undergo automatic checks for compliance prior to publication, offering detailed reporting and a clear pass/fail status that is essential for audits and compliance documentation.

“MHC strongly believes in delivering practical solutions to our clients,” says Gina Armada, CEO of MHC. “Our clients are increasingly aware of the emerging regulatory pressures. They understand the significance of providing accessible services from the outset to avoid the hassles and expenses of remediation later.”

Emily Washington, MHC's Head of Product, adds that “Accessibility-by-design allows organizations to operationalize accessibility, enabling them to create large volumes of personalized communications that maintain high standards of accessibility from the get-go.”

Operational Efficiency Meets Customer Experience

By addressing accessibility proactively, MHC confronts an urgent industry need for structures that enhance communication accessibility. This operational discipline transforms accessibility into an integral part of the document production process, resulting in improved readability and compatibility with assistive technologies.

Moreover, this paradigm shift in producing customer communications fosters a more uniform, timely, and satisfying experience for all customers, regardless of their abilities. It positions organizations to handle evolving regulatory requirements efficiently while improving the overall service quality.

Conclusion

MHC is leading the way toward a future where accessibility is woven into the fabric of customer communications. By adopting an accessibility-by-design approach, companies can not only uplift their compliance status but also create a more inclusive experience for every customer. As the demand for better, more accessible communication solutions grows, MHC stands ready to support organizations in navigating this transformative journey.