Generation of letters to customers
Engineered process and 90% time saved
xcellent 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, 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
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
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
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
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
Solution
Automatic management with a 90% reduction in time and ease of use
Capabilities
Orchestration Automation Workflow Engine
Traceability Automated Audit
Transformation Rule Engine
Adaptive Data Repository
Dashboarding Reporting
Traceability Automated Audit
Transformation Rule Engine
Adaptive Data Repository
Dashboarding Reporting
Results obtained
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
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
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
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
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
Quality graphics
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