Case Study: Challenger Limited achieves streamlined, multi-brand customer communications and faster document turnaround with Pitney Bowes

Challenger Limited - Customer Case Study

Challenger Limited, an Australian investment manager overseeing A$46.1 billion (as at Sept 2013), was struggling with rapidly growing volumes of personalised customer communications. Their legacy, bespoke document system used 118 templates and 803 reusable components, required complex programming and took more than two weeks to implement changes, couldn’t produce print‑ready documents, and made multi‑branding and white‑label statements difficult. Challenger partnered with Pitney Bowes to overhaul its customer communications management using a tailored solution (EngageOne Communication Suite and SagentDataFlow).

Pitney Bowes implemented a centralised, scalable document management and template governance solution that consolidated templates, enabled email/web delivery, produced print‑ready output and reduced reliance on a single mail house. The Pitney Bowes implementation dramatically shortened template change and document turnaround times (previously > two weeks), improved quality and reporting, helped Challenger meet SLAs, cut production costs, boosted internal productivity and supported revenue growth without adding staff.

Challenger Limited

Catherine Devenish

Project Manager