Transforming management and governance of communications for a leading UK bank

Challenge

We worked with one of the UK’s leading banks to simplify and improve the way customer communications are managed and governed across the communications estate, and helped develop “paper free” communications capabilities.

What we did

We helped develop a Quadient/ E2Vault customer communications management environment that enables the templated creation, orchestration and composition of outbound communications in the customer’s channel of choice.

Results

The result was a step change in visibility, governance and efficiency in content creation. We achieved simplification across the communications estate, with £20m+ savings per year from digitising paper communications and moving from account to customer level communications. There was a 70% reduction in Events with the work attracting two awards for behavioural science and compliments from the FCA.