Generation of letters to customers
Engineered process and 90% time saved
Excellent performance: processing time reduced to one tenth compared to the previous month and, above all, simplicity of use for any users, not necessarily IT
Michele Scippa
IT Governance manager
Customer since
2020
Requirements
A solution for personalized and timely communication with the customer
Engineering
Structuring, consolidation, and automation of customer communications on a:
monthly basis: communications regarding the disbursement of loans to customers who signed up during the period in questionannual basis:
annual summary communication to the entire customer base
monthly basis: communications regarding the disbursement of loans to customers who signed up during the period in questionannual basis:
annual summary communication to the entire customer base
Customization
Implementation of automation for:
programmatically determining the correct profile for each individual customer
dynamically composing the letter using a template corresponding to the profile
dynamically inserting data relevant to the specific customer into the template
attaching personalized content for the specific customer
programmatically determining the correct profile for each individual customer
dynamically composing the letter using a template corresponding to the profile
dynamically inserting data relevant to the specific customer into the template
attaching personalized content for the specific customer
Control and archiving
Throughout the entire process:
production of previews that can be verified by a specific user role, where relevant
traceability of the recipient selection process and template/content association criteria content association criteria
traceability of the approval and final sending process
historical record of the entire set of communications sent for audit and archiving with an appropriate archive aging mechanism
production of previews that can be verified by a specific user role, where relevant
traceability of the recipient selection process and template/content association criteria content association criteria
traceability of the approval and final sending process
historical record of the entire set of communications sent for audit and archiving with an appropriate archive aging mechanism
Timeliness
Optimization of the production process and sending of communications with:
compliance with deadlines and operational requirements
management of large volumes given the number of customers and therefore communications to be sent
adaptation to the growth trend of the Bank’s customer base
compliance with deadlines and operational requirements
management of large volumes given the number of customers and therefore communications to be sent
adaptation to the growth trend of the Bank’s customer base
Challenges
Volumes, automation, and collaboration
Time and volumes involved
Compliance with communication production deadlines
Approximately 200,000 communications per year associated with as many positions, to be produced within a 4-week window, involving the processing of ~2 million records
Over 2,000 communications per month to be produced within a limited time frame
Approximately 200,000 communications per year associated with as many positions, to be produced within a 4-week window, involving the processing of ~2 million records
Over 2,000 communications per month to be produced within a limited time frame
Natural diversity management
Over 15 different versions of communications/ templates
Dynamic selection of recipients and corresponding templates from the entire database using sophisticated filter criteria
Hundreds of possible combinations in the composition of personalized content
Template and content archive manageable on screen by users with the appropriate profile
Dynamic selection of recipients and corresponding templates from the entire database using sophisticated filter criteria
Hundreds of possible combinations in the composition of personalized content
Template and content archive manageable on screen by users with the appropriate profile
Communication quality level
Accuracy of content
High-quality graphics
High-quality graphics
Solution
Automatic management with a 90% reduction in time and ease of use
Capabilities
- Orchestration & Automation Workflow Engine
- Automatic Traceability and Audit
- Transformation & Rule Engine
- Adaptive Data Repository
- Dashboarding & Reporting
Results obtained
- Automatic acquisition and selection of communication recipients: according to secure, reproducible, and traceable criteria
- Centralized management of communication templates and any personalized content
- Automatic association of the correct template and any personalized content
- Production of communications with the possibility of random checks and possible re-execution on manual command of the entire flow starting from the first acquisition (correction of upstream data)
- Production of communications, archiving, and sending
- Drastic reduction in processing times and operational risks
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