Case Study: Document Generation and Instant RetrievalCase Study: Document Generation and Instant Retrieval

In the fast-moving and highly competitive superannuation industry, one major Australian fund manager with a customer base of millions found that its existing customer communication solution was proving inadequate.

The Problem

Fund customers expect timely and confidential communication via multiple channels of their choice and prompt resolution of their queries. The existing system was leading to delays and errors which were eroding customer confidence. To remain competitive, a new solution needed to be flexible, cost-effective and to fit well into existing IT infrastructure and systems.

The Solution

The Mastersoft Customer Communication Management (CCM) solution offered an integrated and complete platform for document generation, delivery and instant retrieval.

  1. Document development- DOC 1 Designer and Interactive made available to the development team within their existing business application framework
  2. Document generation - DOC 1 Generate for a quick document generation process
  3. Targeted customer messaging - the combination of DOC 1 Message and DOC 1 Generate transformed whitespace on customer documents into targeted communication
  4. Bulk mail delivery -  mail settings maintained internally within the DOC 1 solution, and the entire print stream managed in one place
  5. Instant document retrieval - document archives made instantly available to customer service representatives


The Benefits

Document development and generation times were reduced by up to 75%, allowing the existing development team to dramatically improve their productivity and handle larger volumes.

By bringing the document approval and generation process in-house, dependency on external mail houses was reduced and the quality assurance process was made faster and more reliable. The print stream is now split and re-sorted to take advantage of bulk mailing discounts, which has massively reduced mailing costs.

Call centre staff now have the ability to instantly review customer documents online, greatly improving customer satisfaction by responding to their queries in real-time.

About Mastersoft

Mastersoft develops and delivers market-leading products that enhance customer data quality and customer communications. For more information about Mastersoft solutions, please email infomsi.com.au