SOLUTIONS > GENERATING COMMUNICATIONS TO CUSTOMERS

SOLUTIONS > GENERATING COMMUNICATIONS TO CUSTOMERS

Generating communications to customers

Communication Engineering

Generating communications to customers

Communication Engineering

Client testimonials

Citazione Alberto Scavino 1Excellent 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, IBL Bank

Among the subjects considered:

Data Quality, Reporting

IBL Banca sceglie Irion EDM

NEEDS, CHALLENGES, AND SOLUTION

Needs

The needs
A solution for personalized and timely communication with the customer

Engineering

Structuring, consolidating, and automating customer communications:​

  monthly: loan disbursement notifications to the subscribed customers during the period considered

  annually: annual summative communication to the entire customer base​​

Customization

Implementing automation of:​​

  correct programmed profile determination of an individual Customer​​​

  dynamic communication production based on templates corresponding to the profile​

  dynamic template filling with data relevant to a specific Customer​​

  attaching personalized contents for a specific Customer​

Control and archiving

On the entire process:

  producing verifiable previews from a specific user role, where interested

  tracing the selection process of recipients and template/content association criteria

  tracing the approval and final submission process

  historicizing the entire set of letters sent for audit and archiving with an appropriate mechanism for its update

Timeliness

Optimization of production process and communication:

  meeting the deadlines and operational needs

  managing large volumes involved given the number of customers and, subsequently, communication to send

  adapting to the trend of the Bank’s client base growth

La soluzione

The solution
Automatic management with a 90% reduction in time and ease of use

Capabilities

Some of the Irion EDM features used:

  Orchestration & Automation Workflow Engine

Traceability & Automated Audit

  Transformation & Rule Engine

  Adaptive Data Repository

  Dashboarding & Reporting

Results achieved

  Automatic acquisition and selection of correspondence recipients according to secure, reproducible, and traceable criteria​

  Centralized management of templates and additional personalized content​

  Automatic association of the correct template and personalized content​

  Communication production with the possibility of sample verification and re-execution on manual command of the entire flow from the initial acquisition (correction of the upstream data)

  Correspondence production, historicization, and sending

  Drastically reduced processing time and operational risk​

Challenges

The challenges
Volumes, automation, and collaboration

Time and volumes involved

Meeting the deadlines for the communication production

Circa 200,000 communications annually associated with as many positions, to be produced in a 4-week window while processing ~2 million records

Over 2,000 monthly communications to produce in a narrow time frame

Natural diversity management

Over 15 different versions of communication/templates

Dynamic selection of recepient and template from the entire database using sophisticated filter criteria

Hundreds of possible combinations in creating personalized content

Template and contents archive that a user with an appropriate profile can manage

Communication quality level

Correct contents

Quality graphics

Time and volumes involved

Meeting the deadlines for the communication production

Circa 200,000 communications annually associated with as many positions, to be produced in a 4-week window while processing ~2 million records
Over 2,000 monthly communications to produce in a narrow time frame

Natural diversity management

Over 15 different versions of communication/templates

Dynamic selection of recepient and template from the entire database using sophisticated filter criteria

Hundreds of possible combinations in creating personalized content

Template and contents archive that a user with an appropriate profile can manage

Communication quality level

Correct contents, quality graphics