Co-operative Banking

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The Challenge

  • Manage 10,000 items of correspondence a day (emails, letters, faxes) more effectively.
  • Improve customer service and therefore satisfaction and retention.
  • Become more cost-effective.
  • Support drive to become UK’s most admired financial
    services business.
  • Develop a partnership that complements the business’s ethical credentials.

The Solution

  • Fully automated e-mailroom, processing and cataloguing of all inbound insurance and retail banking correspondence.
  • Full Xerox enterprise content management service to automate downstream customer communication distribution and processing.

86% Reduction in turnaround time

“We’ve moved from working on a ‘best endeavours’ basis to delivering a market-leading service – and we regularly exceed our own targets.”

Dick Parkhouse
Executive Director for Strategy and Change Co-operative Financial Services

The Results

  • Same-day turnaround of insurance claim settlements compared with seven days under previous system.
  • Operational cost savings through reduction in manual processes, calls to service desk and filing space.
  • Significant reduction in volumes of paper used.
  • Improved regulatory compliance through better protection of customer documents.

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