Xerox Come Highly Recommended...
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.
